Refund policy
We want you to feel confident shopping with Aveland. If you change your mind, eligible products can be returned within 30 days of delivery, subject to the conditions below.
This change-of-mind policy is in addition to your rights under the Australian Consumer Law.
Change-of-Mind Returns
To be eligible for a change-of-mind return, the product must be:
- returned within 30 days of delivery;
- unused and unwashed;
- clean and undamaged;
- free from stains, odours, pet hair or other signs of use;
- complete with all included parts and accessories; and
- in its original packaging where reasonably required for the product to be safely returned and resold.
Please contact support@aveland.com.au before sending a return so we can provide return instructions.
Opened Products
Opening the outer delivery carton does not automatically make a product ineligible for return.
However, some Aveland products are supplied compressed, vacuum packed, sealed or packaged in a way that materially changes once opened.
Where opening the product’s protective, vacuum or compressed packaging means that the product cannot reasonably be restored to a new, hygienic and resaleable condition, it will generally not be eligible for a change-of-mind return once that packaging has been opened.
This restriction does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise does not meet the consumer guarantees under the Australian Consumer Law.
Used Products
Products that have been used are not eligible for change-of-mind returns.
For pet products, signs of use include, but are not limited to:
- pet hair;
- stains or odours;
- chewing;
- scratching; or
- other evidence that the product has been used by an animal.
For personal comfort products, products that have been slept on, sat on or otherwise used beyond what is reasonably necessary to inspect the product are not eligible for change-of-mind returns.
Again, these conditions apply only to change-of-mind returns and do not limit your rights under the Australian Consumer Law.
Return Shipping
For approved change-of-mind returns, the customer is responsible for the cost of returning the product to Aveland.
We recommend using a tracked shipping service, as responsibility for the returned product remains with you until it reaches us.
If you paid an original shipping charge when placing your order, that shipping charge is not refundable for a change-of-mind return.
Refunds
Once your return is received, we will inspect the product to confirm that it meets the change-of-mind return conditions.
If approved, the purchase price of the eligible returned product will be refunded to the original payment method.
Your bank or payment provider may require additional time for the refund to appear in your account.
Faulty, Damaged or Incorrect Products
If your product arrives damaged, is faulty, is incorrect, does not match its description or otherwise fails to meet the consumer guarantees under the Australian Consumer Law, please contact us at support@aveland.com.au.
Please provide your order details and, where practical, photos or other information that helps us understand the issue.
Your rights in these circumstances are not limited to 30 days, and a faulty product does not need to be returned in its original packaging in order for your consumer rights to apply.
Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include repair, replacement or refund.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, Aveland will meet its obligations regarding reasonable return costs.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.