Refund policy

Refund & Return Policy

Last updated: August 2026

We want you to feel good about choosing Avelune.

We know trying something new, especially something you use in your home every week, can come with a little uncertainty. So if something isn’t right with your order, please reach out. We’ll always do our best to handle it fairly.

Our 30-Day First Box Promise

Trying Avelune for the first time?

Your first box is covered by our 30-Day First Box Promise.

If you try Avelune and decide it simply isn’t right for you, contact us within 30 days of receiving your first order and let us know what happened.

If your request is eligible, we’ll refund the purchase price of your first box to your original payment method.

A few simple conditions help us keep this promise fair for everyone:

The promise is available on your first Avelune purchase only.
It applies to one box per customer or household.
You must contact us within 30 days of delivery.
We may ask for your order details, a photograph of the product, or some information about your experience before approving the refund.
If your first order contains multiple boxes, the First Box Promise applies to one opened box. Any additional boxes must be unopened and returned in accordance with our standard return policy below.
The promise does not cover repeated purchases, intentional misuse, fraudulent claims, or unusually excessive refund activity.

We created this promise because we want you to be able to try Avelune with confidence, while keeping things fair for the customers who genuinely need it.

Changed Your Mind?

That happens.

If you change your mind about your purchase, unopened and unused Avelune products may be returned within 30 days of delivery.

To be eligible for a return, the product should be:

Unused and unopened
In its original packaging
In a condition suitable for resale
Purchased directly from Avelune

Please contact us before sending anything back so we can provide you with the correct return instructions.

Returns sent to us without first contacting us may not be accepted or may take longer to process.

Return Shipping

For change-of-mind returns, the cost of returning the product is the customer's responsibility, unless applicable consumer law requires otherwise.

We recommend using a tracked shipping service when returning your order, particularly for international returns.

Any original shipping charges paid when placing the order are generally non-refundable unless required by applicable law.

If Something Arrives Damaged, Faulty or Incorrect

This is different, and we don't believe you should have to pay for something that wasn't right when it reached you.

If your order arrives:

Damaged
Defective
Incorrect
Missing an item
Or otherwise not as it should be

please contact us as soon as you notice the issue.

Include your order number and, where possible, a clear photograph showing the problem. This helps us understand what happened and resolve it more quickly.

Depending on the circumstances, we'll arrange an appropriate replacement, refund, or other remedy.

Where Avelune is responsible for the issue, or where required by applicable consumer law, you will not be left out of pocket for reasonable return shipping costs.

Please contact us before returning a damaged, faulty, or incorrect product so we can provide the appropriate instructions.

Opened or Used Products

Outside of our 30-Day First Box Promise, we generally cannot accept returns of products that have been opened, substantially used, or partially consumed simply because of a change of mind.

This helps us maintain the quality and integrity of the products we send to every Avelune customer.

This does not affect your rights if the product is faulty, defective, incorrectly supplied, or otherwise protected under applicable consumer law.

Subscription Orders

Subscriptions are designed to make laundry one less thing to remember, not something you're stuck with.

You can cancel your Avelune subscription before your next order is processed to prevent future renewals.

Once a subscription order has already been processed, packed, or shipped, we may not be able to stop it.

If that happens, please contact us. If the product remains unopened after it arrives, you may still be able to return it under our standard return policy.

Cancelling your subscription stops future subscription orders. It does not automatically cancel or refund an order that has already been processed.

Our 30-Day First Box Promise applies only to your first eligible Avelune purchase and does not restart with each subscription delivery.

How to Request a Return or Refund

There's no complicated process.

Simply contact us through our Contact Us page and include:

Your name
Your order number
The email address used for your purchase
A short explanation of what happened
Photos, if your order arrived damaged, defective, or incorrect

Our team will review your request and send you the next steps.

Please do not send a return to an address shown on your parcel without contacting us first. The return location may be different from the address your order was originally shipped from.

Refunds

Once your refund has been approved, it will be sent back to the original payment method used for your purchase.

After we issue the refund, your bank, card provider, PayPal, or other payment provider may need additional time to process it and display it in your account.

Unfortunately, we cannot control processing times once a refund has been released by us.

If you believe a refund is taking unusually long, please contact us and we'll be happy to check it for you.

Orders Purchased Somewhere Else

This policy applies to products purchased directly through the official Avelune store.

If you purchased an Avelune product from another retailer, marketplace, or authorised seller, please contact the retailer you purchased it from, as their return and refund policies may apply to your order.

Of course, if there appears to be a genuine product issue, you're still welcome to contact us and we'll do our best to point you in the right direction.

Fair Use

Our return policy and First Box Promise are here to give genuine customers peace of mind.

We reserve the right to refuse claims where we reasonably believe there has been fraud, repeated abuse of the policy, manipulation of promotional offers, or an attempt to obtain products without intending to pay for them.

Any decision under this section will not limit rights or remedies that cannot legally be excluded under applicable consumer protection laws.

Your Consumer Rights

This policy is intended to sit alongside your legal rights, not replace them.

Depending on where you live, local consumer protection laws may provide you with additional rights relating to cancellations, faulty products, refunds, replacements, returns, or other remedies.

Nothing in this Refund & Return Policy is intended to exclude, restrict, or reduce any consumer rights that cannot lawfully be excluded or restricted.

Where applicable law provides you with greater protection than this policy, your rights under that law will apply.