Returns & Refunds Policy

Last updated: 23 October 2026

1. Two sets of rights

This page explains two separate things, so that it is clear what is our own commercial policy and what is the law:

• Avenquore’s 30-Day Return Policy is a commercial policy that we offer voluntarily (section 2).
• Your statutory rights come from UK law. They apply whatever this policy says, and they cannot be removed or reduced by us (sections 3 and 4).

Where your statutory rights give you a better outcome than this policy, your statutory rights apply.

2. Our 30-Day Return Policy

If you change your mind about an item you bought from avenquore.com, you can ask to return it within 30 days of delivery.

• The item should be unused, undamaged and in its original packaging, with all accessories, manuals and parts.
• Appliances that have been installed, connected or used beyond what is needed to inspect them may not be eligible for a full refund under this voluntary policy.
• If an item is returned damaged, used or incomplete, we may reduce the refund to reflect the loss in value, or decline the return under this voluntary policy. This does not apply to items that are faulty, damaged on arrival, incorrect or not as described, which are covered by your statutory rights in section 4.
• Please contact us before you send anything back, so that we can give you return instructions (see section 5).

3. Your statutory right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, when you buy from us online you generally have the right to cancel your order, without giving a reason, within 14 days after the day you (or someone you nominate) receive the goods. If your order is delivered in several parts, the 14 days run from when you receive the last item.

• How to cancel: tell us clearly that you want to cancel, for example by emailing contact@avenquore.com or calling +44 7546 185790. Please include your order number.
• Returning the goods: send the goods back without undue delay and no later than 14 days after you tell us you are cancelling. Please contact us for return instructions first.
• Refund: we will refund the price you paid, including the cost of standard delivery, within 14 days of receiving the goods back or of receiving evidence that you have sent them back, whichever is earlier. If you chose a more expensive delivery method than our standard option, we only refund the standard delivery cost.
• Cost of returning goods: if you are cancelling because you have changed your mind, you are responsible for the cost of returning the goods to us.
• Condition of goods: please take reasonable care of the goods while they are with you. We can deduct from your refund an amount for any loss in value caused by handling the goods more than is needed to check their nature, characteristics and functioning (as you could in a shop).

Exceptions

Some goods are not covered by the right to cancel. Examples include goods made to your specification or clearly personalised, and sealed goods that are not suitable for return for health or hygiene reasons once unsealed. The full list is in the 2013 Regulations. The 14-day right to cancel does not apply to faulty goods, which are covered in section 4.

4. Faulty, damaged, incorrect or not-as-described goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for their purpose and as described. If they are not, you have legal rights against us as the seller:

• Within 30 days of delivery: you have a short-term right to reject the goods and receive a full refund.
• Repair or replacement: you can ask us to repair or replace the goods. If a repair or replacement is not possible, or does not fix the problem, you may be entitled to a price reduction or to reject the goods for a refund.
• First 6 months: if a fault appears within 6 months of delivery, it is presumed to have been there when the goods were delivered, unless we can show otherwise.
• Time limit: you can make a claim for up to 6 years after purchase (5 years in Scotland), although after the first 6 months you may be asked to show that the fault was there at delivery.

If an item arrives damaged, is not the item you ordered, is not as described, or has parts missing, contact us as soon as possible with your order number and photographs if you can. We will arrange a replacement, repair or refund as appropriate. We cover the reasonable cost of returning goods that are faulty, damaged, incorrect or not as described, and we will tell you how to return them when you contact us.

Where you are entitled to a refund for faulty goods, we will pay it without undue delay and in any event within 14 days of agreeing that you are entitled to it.

5. How to request a return

1. Contact us first. Email contact@avenquore.com or phone +44 7546 185790, or use our contact form.
2. Tell us: your name and the email address used for the order, your order number, the item(s) you want to return, and the reason. If an item is damaged, faulty or incorrect, please add photographs.
3. Wait for our instructions. We will confirm whether the return can go ahead and tell you how to send the item back. Please do not send goods to us until we have given you return instructions.
4. Pack and keep proof. Pack the item securely, ideally in its original packaging, include all accessories and manuals, and keep your proof of postage or collection.

6. Return postage

• Change-of-mind returns (our 30-Day Return Policy or your 14-day right to cancel): you pay the cost of returning the item.
• Faulty, damaged, incorrect or not-as-described items: we pay the reasonable cost of returning them. We will confirm how this works when you contact us.

7. Refunds

• Refunds are made to the payment method you used for the order. We do not charge any fee for making a refund.
• Normal timing: Avenquore normally processes eligible refunds within 10 days of receiving the returned item (or, where we agree, of receiving evidence that you have sent it back).
• Your statutory rights come first: this 10-day target does not override any legal refund deadline. Where the law requires us to refund you sooner or within a specific time, we will do so.
• Your bank or card provider may need additional time to show the refund on your account.

8. Exchanges

If you would like a different item, please contact us. We can usually only exchange an item by refunding the original order and taking a new order for the replacement.

9. Contact us

Avenquore, 113 Chestnut Rise, London SE18 1RJ, United Kingdom
Email: contact@avenquore.com
Phone: +44 7546 185790

Please contact us before sending anything back. This address is our business address, not a returns address.