Refund policy

Returns & Exchanges
Because We Care – Let’s Make Returns Smooth, Thoughtful & Sustainable

We understand that sometimes things don’t work out — and that’s okay. Our goal is to make the return process clear and respectful of your time, our team, and the planet. Below you'll find a step-by-step guide and return policy details.

Step-by-Step Return Guide

1. Check eligibility: Make sure your item meets the return conditions below.

2. Contact us: Email us at info@averno.com with your order number and, if applicable, photos or videos.

3. Receive return approval: Our team will provide the correct return address and further instructions.

4. Prepare your package: Use original or secure packaging to avoid damage during return.

5. Ship with tracking: Choose a carrier that offers international tracking.

6. Send proof of shipment: Email us the tracking link and a copy of your shipping receipt.

7. Wait for delivery and inspection: Once your return is received and inspected, your refund will be processed within 10 business days.

Return Conditions

Return requests must be made within 14 days of receiving your order.

Items must be unused, undamaged, and in their original packaging.

Returned products must be in resellable condition, free from signs of wear, odors, or handling damage.

Returns without prior written approval or complete tracking information cannot be processed.

Return Shipping Information

Customers are responsible for return shipping costs.

Depending on your location, international return fees may range between €15 and €55 or more.

Return shipments may need to be sent to one of our international fulfillment centers. The return address will be provided after your request is approved.

For your protection, we recommend using a shipping carrier that offers tracking and insurance.

Items Not Eligible for Return

  • Items purchased on sale or during promotional events

  • Custom-made or personalized products

  • Personal care items, intimate apparel, or hygiene-related goods

  • Returns initiated after the 14-day window

  • Products returned without original packaging, labels, or accessories

  • Unclaimed packages at post office will not be eligible for a refund

Damaged or Incorrect Items

If your item arrives damaged or incorrect, please contact us within 48 hours of delivery. Include your order number and clear photographic evidence of the issue.

Incorrect item received?
If you believe you received the wrong product, you must provide photographic proof showing the item you received alongside the shipping label. Once verified:

You may choose to receive the correct item free of charge.

If you do not wish to receive the correct item, you must return the incorrect item following the return instructions above.

Please note: If you choose to receive a free replacement, this will be considered a full and final resolution. You will no longer be eligible for a refund for that product.

In some cases, we may offer a replacement without requiring a return. This is determined on a case-by-case basis.

Important Notes

Refunds are only issued after successful delivery and inspection of the returned item.

If a package is lost, delayed, or rejected during the return process, refunds cannot be guaranteed.

Returns sent without following the proper steps may be declined.

We are not responsible for delivery errors due to incorrect addresses or shipping selections.

Questions?

We're here to help. Reach out to info@averno.com and our team will guide you through the process.