Exchange and return policy

Return conditions of www.aventra-melbourne.com:

By sending the return shipment, you agree to our terms and conditions.

  • Return period:  No later than 28 days. As a consumer, you have the right to cancel the purchase without giving reasons within 14 days of receiving the product. You must inform us in writing via contact@ aventra-melbourne.com within this period of 14 days of your decision to cancel the agreement and to return it. Provided that this notification is made within the first 14 days of receipt, you have another 14 days from this day to return the product to us. The cancellation of the purchase agreement and the resulting refund will be carried out immediately after receipt of the returned product at the address stated at the bottom of this page.
  • Traceable proof of shipment: For the return shipment we ask you to provide the package with a traceable and preferably insured track & trace number. A refund will be processed after the package has been received and processed at the return address of our warehouse, as stated at the bottom of this page. Send the tracking number to contact@aventra-melbourne.com
  • Condition of Goods and Resaleability: Returned products must be undamaged, in new condition, and in the original packaging to qualify for a full refund. Any damage must be reported with photos immediately upon receipt. Failure to meet these requirements may result in a partial refund or denial of the return and refund.
  • Sender Responsibility: As the customer and sender, you are responsible for the correct and safe shipping of the return until we receive it. We accept no liability for problems caused by incorrect addressing or during transit. Please note that returns that do not reach us are not eligible for a refund. Refunds will only be processed for returns that are correctly received at our specified return address, as listed at the bottom of this page.
  • Shipping Advice: For your protection, we recommend that you always return the package insured and with a traceable shipping method. This will allow you to claim a refund of the shipping costs and/or the purchase price via the shipping service in case of any problems during shipping. Depending on the policy of the courier service and the nature of the problem, the package may also be returned to you, the sender.

  • Return shipping costs: The costs to return your order are always at the expense and risk of the buyer and will not be reimbursed. Return costs will not be reimbursed. Shipping costs are usually between €15 and €25, depending on the size and weight of your package and the chosen delivery service. Depending on the chosen delivery service and the size of your package, these costs may be higher. We recommend using PostNL, as they often offer the cheapest option.

We strive to resolve any issues quickly and to your satisfaction. For questions about the return process or assistance in choosing a shipping method, our customer service is always ready to help you.

Customer service response times:

Monday - Friday: 07:00 - 18:00
Saturday: 07:00 - 16:00
Sundays and public holidays: Closed
Email: info@aventra-melbourne.com
Available 24/7

Excluded from return and refund:

  • Custom made goods and special orders. (Currently not applicable to our products)
  • Items of a personal nature and items that cannot be returned for hygienic reasons (such as underwear, lingerie, tights and care products).
  • Goods returned outside our return period.

    Return procedure in 8 steps:

    Step 1: Read the return policy: Read the return policy at the top of this page carefully before following the steps.
    Step  2: Contact our customer service: Contact our customer service by email at contact@aventra-melbourne.com to register a return. Do not forget to include your contact details and order number, and add clear photos or videos of any defects or damage. If the product is defective upon delivery and falls within the warranty period of our supplier, you are entitled to a new copy and it does not have to be returned. Step  3 :  Download the return form below, print it out and fill it out completely. Add this form to the package. If any information is missing, we cannot make a refund. Download  the return form from www.aventra-melbourne.com WORD doc here. Download  the return form from www.aventra-melbourne.com PDF doc here. Step 4: Pack your package carefully, firmly and neatly. If it is not packed properly, there is a greater chance of problems during delivery. Step 5: Create a traceable shipping label.

    • Order a shipping label online through a postal company's website or have one created at a local post office.
    • Please use the return address listed at the bottom of this page.
    • When filling in the customs information, select the 'Returned goods' option and fill in the correct details of the package to avoid customs problems.
    • Enter the following number here at HS code: 6103320000
    • Make sure the shipping label contains a track & trace code so you can track the shipment.
    • We advise you to send the shipment insured. This protects against loss, damage or other problems that may prevent the package from arriving. Without receipt of the return package, we unfortunately cannot make a refund.

    Step 6: Stick the shipping label on the package: Stick the shipping label firmly on the package or have this done at a post office. Send the items together with the completed return form to the return address.
    Step  7 :  Send the proof of shipment: Send the proof of shipment with the traceable track & trace number as a reply to the e-mail in which you indicated that you are returning the item to contact@aventra-melbourne.com. Step 8: Accept  & Wait for delivery:  By sending it, you agree to our terms and conditions. We have to wait until it is stated as 'delivered' in the track & trace information at the address at the bottom of this page. When this is stated, we will make a refund within 14 working days via the same payment method that was used for payment.

    Q: Can I refuse an item at the door, not collect it from a collection point, or return it with the carrier for a refund?

    Answer: No, for a valid refund it is necessary that you follow our prescribed returns procedure. We will not accept returns that have been sent back directly via the carrier, not collected from a collection point, or refused at the door as these will not be sent directly to our returns address but to a postal sorting centre. Please ensure you follow our returns steps in order to receive a refund. Returns address of our International Warehouse: In order to efficiently serve our customers worldwide, we operate from a central international warehouse. This allows us to quickly deliver to various locations worldwide and to process returns centrally and efficiently.

    Recipient: Grace

    Address: 1st Floor, Building 2, Shangye Park, No. 130 Guangchen Road, Zhongluotan Town, Baiyun District, Guangzhou, China (510550

    Tel: +8615812302551