Return & Refund Policy

At Avenza Mart, we want every customer to have a positive shopping experience. If you receive a product that is damaged, defective, incorrect, or otherwise eligible for return under this policy, we aim to make the return and refund process as straightforward as possible.

1. Eligibility for Returns

A product may be eligible for return or exchange if:

  • You received a damaged or defective product.
  • You received an item that is different from the one you ordered.
  • The product has a verified manufacturing or functional issue.
  • The item meets the applicable conditions of this Return & Refund Policy.

To help us review your request, the product should generally be unused and returned in its original condition, packaging, and with any accessories or items included with the order.

2. Items That May Not Be Eligible

Returns may not be accepted where:

  • The product has been used, damaged, altered, or mishandled after delivery.
  • The original packaging or included accessories are missing.
  • The product shows signs of unreasonable wear or damage caused by the customer.
  • The return request does not meet the applicable eligibility requirements.
  • The item is otherwise excluded under applicable law or our store policies.

Certain products or promotional items may have additional return conditions.

3. Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong product, please report the issue as soon as reasonably possible.

For faster assessment, you may be asked to provide relevant details or photographs showing the condition of the product and packaging.

Once the issue has been reviewed, Avenza Mart will determine the appropriate resolution in accordance with this policy and applicable requirements.

4. Return Process

If your order qualifies for a return:

  1. Submit a return request through the available customer service channel.
  2. Provide your order details and the reason for the return.
  3. Follow the return instructions provided by Avenza Mart.
  4. Package the product securely with its original packaging and included items where applicable.
  5. Send or hand over the product according to the return instructions provided.

Products returned without following the applicable return procedure may not be accepted.

5. Refunds

Once a returned product has been received and inspected, we will determine whether it qualifies for a refund.

If approved, the refund will generally be processed using the original payment method where possible.

The time required for the refund to appear in your account may depend on the payment method, financial institution, or payment service provider.

6. Exchanges

Where applicable, eligible products may be exchanged for another item or replacement.

Exchange availability depends on product availability and the circumstances of the return. If a suitable replacement is unavailable, another appropriate resolution may be offered.

7. Return Shipping

Return shipping arrangements may vary depending on the reason for the return.

Where the return is due to an incorrect, damaged, or verified defective product, Avenza Mart may provide appropriate return instructions or assistance in accordance with the circumstances.

For other return requests, any applicable return delivery costs may be the customer's responsibility.

8. Order Cancellation

If you wish to cancel an order, please make the request as soon as possible.

Cancellation may only be possible before the order has been processed or dispatched. Once an order has entered processing or delivery, cancellation may no longer be available and the applicable return procedure may apply.

9. Sale and Promotional Items

Products purchased during special promotions, discounts, or clearance offers may be subject to additional return or refund conditions.

Any applicable restrictions will be communicated through the relevant offer or product information.

10. Refund Exceptions

A refund may be declined where the returned product does not meet the eligibility requirements of this policy, has been damaged through customer misuse, or cannot reasonably be verified as the product associated with the order.

This does not affect any rights or remedies that cannot legally be excluded under applicable law.

11. Processing of Approved Refunds

After a return has been inspected and approved, Avenza Mart will initiate the applicable refund process.

Please note that processing times can vary depending on the payment provider and financial institution. Avenza Mart cannot control delays caused by third-party financial institutions or payment processors.

12. Policy Changes

Avenza Mart reserves the right to update or modify this Return & Refund Policy when necessary.

Any changes will be published on this page with an updated Last Updated date.

13. Questions About Returns

If you have questions regarding a return, refund, exchange, or cancellation, please refer to the customer support options available on the Avenza Mart website.