Refund policy
30-Day Satisfaction Guarantee
We want you to feel confident when purchasing from Avearo.
Eligible first-time customers may submit a claim under our 30-Day Satisfaction Guarantee within 30 days of receiving their first order.
To submit a claim, you must:
- Contact help.avearo@gmail.com within 30 days of delivery.
- Provide your order number and the email address used to place the order.
- Explain why the product was not suitable for you.
- Confirm that the product was used correctly and according to the instructions provided.
- Provide clear photographs of the product, its packaging and the remaining contents, where applicable.
- Return the product if requested by our customer support team.
The guarantee is limited to one opened or used product from an eligible first order per customer, household, delivery address and payment method.
For orders containing multiple units, bundles or different products, additional items must remain unopened, unused, sealed and in their original packaging to be considered for a refund. We may require these items to be returned before approving the refund.
Claims may be refused where:
- The request is submitted outside the 30-day period.
- The customer cannot provide valid proof of purchase.
- The product has been used excessively, incorrectly or contrary to its instructions.
- The product has been lost, discarded or cannot be shown when evidence is requested.
- There is evidence of repeated claims, misuse, fraudulent activity or abuse of the guarantee.
- The claim relates to normal personal preference without the required information or evidence being provided.
Original delivery charges and return-postage costs are not refundable under the voluntary guarantee unless the product was faulty, damaged, incorrect or not as described.
Approval under the guarantee is not automatic and remains subject to review. This voluntary guarantee does not affect your statutory consumer rights.
Standard 30-Day Returns
We accept return requests for eligible products within 30 days of delivery.
To qualify for a standard return, the product must be:
- Unused and unopened.
- In its original condition.
- Sealed, where the product was supplied with a safety or hygiene seal.
- In its original packaging.
- Accompanied by valid proof of purchase.
To request a return, contact:
Please include your order number and reason for the return.
Approved returns must be sent to:
[RETURN ADDRESS]
Do not send an item back before contacting us and receiving return instructions. Products returned without prior authorisation may not be accepted.
Unless the product is faulty, damaged, incorrect or not as described, customers are responsible for the direct cost of returning it. We recommend using a tracked postal service, as Avearo is not responsible for returns lost during transit.
Consumable, Personal-Care and Hygiene Products
For health, hygiene and product-safety reasons, we generally cannot accept standard change-of-mind returns for consumable, personal-care or hygiene-sensitive products once they have been opened, used or had their protective seal removed.
An opened or used product may only qualify where:
- It meets the conditions of our 30-Day Satisfaction Guarantee.
- It is faulty, damaged, incorrect or not as described.
- A return or refund is required under applicable consumer law.
The EU cooling-off exemption for sealed products only applies in appropriate cases where the goods are genuinely unsuitable for return for health or hygiene reasons after being unsealed; it should not be treated as applying automatically to every sealed product.
Damaged, Faulty or Incorrect Products
Please inspect your order as soon as it arrives.
Contact us promptly if your product is:
- Damaged during delivery.
- Defective or faulty.
- Incorrect.
- Missing from the order.
- Not as described.
Email help.avearo@gmail.com and provide your order number, a description of the problem and clear photographs or videos of the product and packaging.
We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law. Where a fault is reported within 30 days of purchase or delivery in Ireland, the customer may have a short-term right to cancel the purchase and receive a full refund.
Nothing in this policy limits your legal rights regarding faulty, damaged, unsafe, incorrect or misdescribed goods.
European Union 14-Day Cooling-Off Period
Customers purchasing eligible products online within the European Union generally have the right to cancel their order within 14 days of receiving it, without providing a reason. After notifying us, customers generally have a further 14 days to return the eligible goods.
To exercise this right, contact help.avearo@gmail.com before the 14-day cancellation period expires.
Returned products should be handled only as much as reasonably necessary to inspect their nature, characteristics and functioning.
The right of withdrawal may not apply to certain products, including sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons once their seal has been broken.
Unless otherwise required by law, the customer is responsible for the direct return cost where they have been informed of this before purchasing.
Where the statutory right to cancel applies, eligible standard delivery costs will be refunded. Additional delivery charges resulting from selecting a more expensive delivery method may not be refundable.
Sale Items
Eligible sale items may be returned under the same statutory cancellation and faulty-goods rights as full-price items.
A discount does not remove a customer’s legal rights. However, clearance products specifically identified as having a known defect may not qualify for a remedy in relation to that disclosed defect.
Our voluntary 30-Day Satisfaction Guarantee may exclude selected clearance, promotional or final-sale products where this is clearly stated before purchase.
Exchanges
We do not currently offer direct exchanges.
The fastest way to receive a different product is to return the eligible item in accordance with this policy and place a separate order.
Faulty or incorrect products will be handled in accordance with your statutory rights.
Refunds
We will notify you after your request has been reviewed or after an authorised return has been received and inspected.
If approved, your refund will be issued to the original payment method.
Please allow up to 10 business days for the refund to appear after it has been processed. Your bank or payment provider may require additional processing time.
Where a statutory refund is due, it will be processed within the timeframe required by applicable consumer law.
If more than 15 business days have passed since we confirmed that your refund was approved, contact:
Return Shipping Labels
Avearo does not automatically provide prepaid return labels for change-of-mind returns or claims under the voluntary satisfaction guarantee.
A prepaid label may be supplied where the product is confirmed to be faulty, damaged, incorrect or where Avearo is legally responsible for the return cost.
Contact Us
For questions about returns, refunds or the satisfaction guarantee, contact:
This policy does not affect any mandatory rights available to you under Irish or European Union consumer law.
Because you sell consumable wellness products, have the final version reviewed by an Irish consumer-law professional before publishing—especially the wording around opened supplements and the health or hygiene exemption.