Refund policy

Last Updated: 18-11-2025

At Avelise, we are committed to offering high-quality products and a smooth, reliable shopping experience. This policy explains how cancellations, returns, exchanges and refunds are handled for customers whose orders are delivered within the United Kingdom, The United States, Australia, Canada, Ireland & Singapore.

Cancellation before shipment
You may request to cancel your order at any time before it has been dispatched.
To request a cancellation, please email info@avelise.co.uk with your order number.

If your order has not yet been shipped, we will cancel it and issue a full refund.
If your order has already been shipped, it can no longer be cancelled, but you can still use our 30-day return policy once the parcel has been delivered.

Return window
You may return any product within 30 days of the date you received it.
This applies to both faulty and non-faulty items, and you do not need to provide a reason for the return.

Items sent back after the 30-day period cannot be accepted unless they are faulty under your statutory rights.

Condition of returned items
We can only accept returns if the item is:

  • unused
  • undamaged
  • in its original condition

Items should be returned in their original packaging, and you will need to provide proof of purchase (for example your order number or confirmation email).

How to return an item
All returns must be sent back by post to the UK return address listed above.
We do not offer in-person drop-offs at the fulfilment centre.

Return costs
For returns based on a change of mind (non-faulty items), the cost of return shipping is the responsibility of the customer and is not refunded.

Faulty or incorrect items (statutory rights)
If your item arrives faulty, damaged, or not as ordered, please contact us at info@avelise.co.uk before returning it.

In these situations, in line with the Consumer Rights Act 2015, we will cover reasonable return shipping costs or provide you with a prepaid return label. We will then work with you to resolve the issue as quickly as possible.

Refund processing time
Once your return has been received and inspected, we will send you an email to let you know that we have your parcel and whether your refund has been approved.

Approved refunds are processed to your original payment method within 5 business days.
Return shipping costs for non-faulty returns are not refunded.

Exchanges
We can arrange an exchange in the following cases:

  • you received the wrong item
  • you received the wrong size
  • the item is faulty or damaged

To request an exchange, please email info@avelise.co.uk with your order number and, where possible, clear photos of the issue.

Non-returnable items
For safety, hygiene or legal reasons, some items cannot be returned. These include:

  • perishable items (for example food, flowers, magazines)
  • hygienic or sanitary products
  • hazardous materials, flammable liquids or gases
  • gift cards
  • downloadable software or digital content
  • certain personal care items

Gifts
If the item was marked as a gift at checkout, any approved refund may be issued as a gift card instead of being returned to the original payment method.

Lost or delayed refunds
If you have been notified that a refund has been processed but cannot see it yet, please first check your bank or card account again.
Next, contact your bank or card provider, as it may take some time before your refund is officially posted.

If you still cannot locate your refund after doing this, please contact us at info@avelise.co.uk and we will be happy to help investigate.

Shipping recommendations for returns
For returned items with a value over £75, we strongly recommend using a tracked shipping service or purchasing shipping insurance. If you choose to return an item without tracking, we cannot guarantee that we will receive your parcel.

Product guarantee
All purchases made on Avelise.co.uk include a 1-year product guarantee. If your item becomes faulty under normal use within one year from the delivery date, we will replace it at no extra cost.

To make a guarantee claim, please email info@avelise.co.uk with your order number, a short description of the problem and, if possible, a photo of the issue.

Note on the guarantee

  • The guarantee covers manufacturing or material defects only.
  • It does not cover misuse, accidental damage, or incorrect care of the product.
  • This guarantee does not affect your statutory rights under UK consumer law.


Company information:

Company Name: Avelise
Chamber of Commerce: 80955373

Authorized Return Center:
Unit 3, Tungsten Park, Bardon Road, Coalville LE67 4BL, United Kingdom

Please note: Avelise is an online-only store with no physical visitor location.

Contact information:

Preferred contact method: You can reach us best via email or through our contact form. We aim to respond within 24 hours.

Email: info@avelise.co.uk
Phone: +44 7537121015

Customer Service Hours (London time, UTC +1 typically 30-Mar to 26-Oct otherwise UTC +0):
Monday to Friday: 9:00 AM – 5:00 PM
Saturday to Sunday: 9:00 AM – 1:00 PM

Statutory Rights
This voluntary 30-day return policy does not affect your legal rights. Under the Consumer Rights Act 2015, customers may be entitled to a refund, repair or replacement if goods are faulty, not as described or unfit for purpose.