Refund & Return Policy

I. General Principle

Avazando's default remedy for all eligible claims is product replacement, not refund. A refund is issued only where replacement is not feasible or where the parties cannot reach agreement after a replacement has been offered. This policy governs all orders placed on avazando.com unless a promotional program for a specific product or campaign explicitly states otherwise (see Section V).

II. Refund Eligibility — Unopened Items

A full refund (excluding original and return shipping costs) is available for items returned unopened and unused within 14 days of confirmed delivery, provided all of the following conditions are met:

  1. The item is in original, sealed packaging with no visible external damage.
  2. The customer initiates the return by contacting contact@avazando.com before shipping the item back. Unauthorised returns will not be processed.
  3. Avazando receives and inspects the returned item and confirms it satisfies the conditions above.

Return shipping costs are at the customer's expense. Refunds are processed within 7–10 business days of receipt and inspection.

III. Defective or Misrepresented Items — Seller Fault

If a product arrives with functional defects, physical damage not caused by the customer, or is materially different from its website description (including stated colour, size, or specifications) as a result of Avazando's or the manufacturer's fault, the following process applies:

  1. Avazando's first and primary remedy is to dispatch a replacement unit at no cost to the customer. The customer is not required to return the original unit unless Avazando specifically requests it. The customer covers all return shipping costs.
  2. If the customer declines the replacement offer and requests a refund instead, Avazando will evaluate the claim. A refund (excluding original shipping) may be issued at Avazando's discretion following review of the evidence provided.
  3. A refund will not be processed unless a replacement has first been offered and explicitly declined by the customer, or unless Avazando determines that replacement is not feasible.

Evidence required: Clear photos or video of the defect/damage/discrepancy submitted to contact@avazando.com within 14 days of delivery. Claims submitted after 14 days may be declined.

IV. Buyer-Caused Damage or Misuse

Avazando reserves the right to decline any exchange or refund request where:

  1. The damage to the product's appearance or function was caused by the customer, including misuse, improper handling, unauthorised modification, or physical impact after delivery.
  2. The item has been used beyond normal evaluation and is returned in a materially different condition from how it was received.
  3. The customer cannot provide reasonable evidence that the defect or discrepancy existed at the time of delivery.

Avazando will review all submitted evidence before issuing a final decision. Customers who disagree with Avazando's decision may escalate through the dispute process described in Section VIII.

V. Promotional Programs & Campaign-specific Terms

From time to time, Avazando may run promotional programs, limited-time offers, or special campaigns that carry their own terms and conditions. Such programs include, but are not limited to:
  1. Satisfaction Guarantee
  2. Refund within XX days
  3. New product launch
  4. Seasonal sale
  5. Bundle deal
  6. Pre-order campaign
  7. Beta & early access
  8. Loyalty reward
  9. Referral incentive
  10. Influencer partnership

The following principles govern all such programs:

  1. Campaign-specific terms apply during the campaign period only. Each promotional program may establish its own refund window, return conditions, eligibility requirements, refund method, or remedy structure that differ from the standard policy in Sections I-IV. These campaign-specific terms are valid only for purchases made during the stated promotional period and apply only to products purchased under that specific campaign.
  2. Campaign terms supersede the standard policy where they conflict. Where a promotional program's published terms grant the customer rights more favourable than the standard policy (for example, a longer refund window, free return shipping, or refund without replacement attempt), those terms apply. Where the campaign is silent on a given matter, the standard policy in Sections I-IV applies by default.
  3. Description-mismatch claims under guarantee programs. Where a campaign carries an explicit "Satisfaction Guarantee" or equivalent, and the customer's reason for return is a product-description mismatch (colour, size, or stated specification), the customer is eligible to return the item for a refund under the active guarantee terms, even where no buyer fault exists. A full refund (excluding return shipping, unless the campaign states otherwise) is issued if, upon Avazando's receipt and inspection, the item is fully functional and shows no physical damage attributable to the customer. Partial or no refund may apply if the returned item shows functional impairment or physical damage; Avazando will assess each case individually and communicate the outcome within 7 business days of completing inspection.
  4. Campaign terms do not extend to other purchases. Promotional guarantees, refund windows, and special remedies apply only to products purchased under the specific campaign and within the stated promotional period. They do not extend retroactively to prior purchases, nor forward to subsequent purchases made outside the campaign window.
  5. Avazando reserves the right to modify or end promotional programs. Avazando may modify, suspend, or terminate any promotional program at any time. Such changes will not affect the rights of customers who completed eligible purchases before the modification or termination, and those customers retain the campaign terms in force at the time of their purchase.
  6. Where promotional terms are unclear or in conflict. If the published terms of a campaign are ambiguous, conflict internally, or conflict with this standard policy in a way not addressed above, Avazando will interpret the terms in the manner most favourable to the customer for that specific transaction.

VI. Address Errors & Undeliverable Packages

a. Address verification & undeliverable packages
  • Address verification (unusual addresses)
    Where a shipping address entered at checkout shows indicators of potential error, fraud risk, or delivery infeasibility, Avazando will make reasonable efforts to verify the address with the customer before dispatch. Such indicators include, but are not limited to:
    • Billing & shipping country mismatch
    • Invalid postal code format
    • PO Box for signature-required items
    • Address outside the US shipping zone
    • Address validation API failure
    • APO/FPO/DPO military address
    • Freight forwarder address
    • Address flagged by carrier as undeliverable
  • In such cases, Avazando will:
    • Contact the customer within 2 business days of order placement using the email address provided at checkout, and where available, the phone number provided.
    • Provide a clear request to confirm or correct the shipping address, together with a deadline of 2 business days for response.
    • State explicitly in the verification request that, if no response is received by the deadline, Avazando will proceed to ship the order to the address as originally entered by the customer.
    • Document the verification attempt (timestamp, contact method, content of message) in Avazando's order records.
    If the customer responds within the 2-business-day window, Avazando will ship to the confirmed or corrected address. If the customer does not respond, Avazando reserves the right to dispatch the order to the address as entered at checkout, and the customer is deemed to have consented to shipment to that address.

b. Outcomes

  • The customer responds within the window. Avazando will ship the order to the confirmed or corrected address.
  • The customer does not respond within the window. Avazando reserves the right to dispatch the order to the address as originally entered at checkout. The customer is deemed to have consented to shipment to that address by failing to respond to Avazando's verification request.
  • Customer responds after dispatch. Where the order has already been dispatched, Avazando is unable to redirect the shipment. Standard shipping carrier procedures will apply, and any redirection or interception fees imposed by the carrier are the customer's responsibility.

 c. Liability for incorrect addresses

Avazando is not liable for lost packages or failed deliveries resulting from incorrect or incomplete shipping information entered by the customer at checkout. This includes cases where Avazando attempted verification under Section VI and proceeded to ship after receiving no response within the stated window. No refund or replacement will be issued in such cases.
Customers are solely responsible for verifying their shipping address before confirming an order, and for responding to any verification request issued by Avazando within the stated 3 business day window.

VII. Return Process

  1. Step 1: Email contact@avazando.com with your order number, product name, reason for return, and supporting photos or video of the item.
  2. Step 2: Avazando will respond within 2 business days with a determination: replacement offer, return authorisation, or denial with stated reason.
  3. Step 3: If a return is authorised, the customer ships the item in accordance with Avazando's instructions.
  4. Step 4: Avazando inspects the item upon receipt and processes the replacement or refund within 7–10 business days.
Do not ship items back without a Return Authorisation issued by Avazando. Items returned without prior authorisation will not be accepted or processed.

VIII. Dispute Resolution

Customers who dispute Avazando's determination are asked to exhaust Avazando's internal resolution process before contacting their payment provider or card issuer. Avazando maintains complete records of all customer communications, delivery confirmations, and inspection outcomes, which will be submitted as evidence in any third-party dispute or chargeback proceeding.

For all return and warranty enquiries: contact@avazando.com | www.avazando.com
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