Refund policy

We want you to be comfortable with your purchase. This policy explains when an order may be returned, how to start a return, who is responsible for shipping costs, where returns should be sent, and how refunds are handled.

1. Our 30-Day Return Policy

Avella Jewels offers a voluntary return period of 30 calendar days from the date you receive your order for eligible products.

To qualify for a standard change-of-mind return, the product must be returned in its original condition, without damage caused after delivery.

Items must be unused and unworn beyond what is reasonably necessary to inspect or try them on. Any original packaging, accessories or other items supplied with the product should be included where reasonably applicable.

You may reasonably examine an item to determine its appearance, characteristics and suitability.

However, a voluntary return may be declined where a product has been used, extensively worn, altered or damaged after delivery and no longer meets the conditions of this commercial return policy.

This voluntary return period is separate from any mandatory consumer rights relating to defective, incorrectly supplied or otherwise non-conforming goods.

2. How to Start a Return

For a voluntary return, please follow these four steps:

1. Contact customer support. Email help@avellajewels.com within the 30-day return period. Include your order number and identify the item or items you wish to return.
2. Receive return instructions. Our support team will explain the applicable return process and provide a reference where needed. Photographs may be requested when relevant to a reported product issue, but they are not a mandatory condition for exercising statutory consumer rights.
3. Prepare and send your return. Securely package the product, including the relevant accessories, and send it to the physical return address published in Section 14. Please follow any reasonable parcel-identification instructions provided for your order.
4. Keep your shipping information. Retain your shipping receipt and any tracking information. You may share these details with customer support to help identify your parcel and assist with processing.

We recommend contacting support before dispatch to avoid identification or delivery problems.

The published physical return address is available without contacting us. Your ability to exercise applicable statutory cancellation, withdrawal or other consumer rights does not depend on obtaining discretionary approval.

3. Understanding Shipping Costs

There is an important distinction between the cost of delivering your original order to you and the cost of returning an item to Avella Jewels.

Original delivery costs are the shipping fees, if any, paid when Avella Jewels ships your order to your delivery address.

Return shipping costs are the costs of transporting an item from your location back to the designated physical return destination.

These are two separate charges. A refund of an original delivery fee does not automatically mean that return shipping is free or that Avella Jewels will pay the cost of sending the item back.

Whether original delivery charges are refundable, and who pays the return shipping costs, depends on the reason for the return, the applicable purchase terms and any mandatory consumer rights.

4. Return Shipping Costs

Change-of-mind returns

If you return an eligible item because you changed your mind, ordered the wrong item, or otherwise no longer wish to keep the product, you are responsible for arranging and paying the direct cost of return shipping.

This applies unless applicable law or an expressly agreed arrangement provides otherwise.

Our designated return centre is located in China. Customers sending returns from the United States or another country may therefore incur international return shipping costs.

Return shipping costs depend on the carrier, parcel dimensions, package weight, shipment origin and services selected. International return shipping may be more expensive than domestic shipping.

We recommend selecting a shipping service that provides tracking or proof of shipment and keeping the receipt until your return has been completed.

Additional shipping insurance may be considered at your discretion. However, tracking or insurance is not a mandatory condition of any statutory consumer right where such a condition would be unlawful.

Damaged, defective or incorrect items

If the product arrives damaged, defective, materially different from its description, or an incorrect item has been supplied, please contact Avella Jewels as soon as reasonably possible.

Include your order number, a description of the issue and, where practical, photographs that help explain the problem.

We will assess the issue and provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, a refund or another legally required solution.

Where Avella Jewels is legally responsible for defective, non-conforming or incorrectly supplied goods, we will not require you to bear return shipping costs that are legally our responsibility.

Any additional shipping instructions provided for such returns will not restrict your mandatory consumer rights.

5. Original Delivery Charges

For a voluntary change-of-mind return, any delivery fee originally paid to ship your order to you is normally non-refundable, unless the applicable purchase terms or mandatory law require reimbursement.

Original delivery costs refer only to the shipping charges paid to deliver the original order to you. They do not refer to the cost of sending a returned product back to Avella Jewels.

If your original order qualified for free delivery and you paid no original delivery charge, there is no original delivery fee to reimburse.

If an order contains multiple items and only part of the order is returned, any refund of original delivery charges will be determined according to the actual charges, applicable purchase terms and mandatory consumer rights.

We do not automatically promise reimbursement of the entire original shipping charge for a partial-order return. Equally, we will not withhold any delivery-charge reimbursement required by applicable law.

Where an order was not supplied as required, or the product was defective or incorrectly supplied, any reimbursement of original delivery charges required by applicable law will be respected.

Where a customer has a statutory right of withdrawal under applicable consumer law, the refund will include any original standard delivery charge that must legally be reimbursed. This concerns the original delivery to the customer, not the cost of sending the product back.

6. Inspection of Returned Items

Once a return arrives at the designated physical return location, the returned product may be inspected to determine whether it meets the conditions of the voluntary return policy.

We may assess the item's condition, whether the correct product has been returned, and whether relevant accessories or supplied components are included.

A voluntary change-of-mind return may be declined if the product does not meet the disclosed commercial return conditions, where doing so is permitted by applicable law.

This inspection does not remove or restrict statutory rights regarding damaged, defective, incorrectly supplied or otherwise non-conforming products.

7. Refunds

Refunds under our voluntary return policy

Once an eligible voluntary return has been received and inspected, Avella Jewels will notify you of the outcome.

When the return qualifies for a refund, the applicable amount will be processed back to the original payment method used for the order, unless another arrangement is expressly agreed or required by applicable law.

We will process eligible refunds promptly and within any timeframe required by applicable law.

Refunds required by consumer law

Where mandatory consumer law provides a refund, cancellation or withdrawal right, the applicable statutory refund requirements take precedence over the voluntary return conditions described above.

If a statutory withdrawal right applies, we will reimburse the payments required by the relevant law, including any legally refundable original standard delivery charges.

Any legally permitted withholding of reimbursement until returned goods are received or proof of return shipment is provided will be applied only where the relevant law permits it.

Refunds will be made to the original payment method unless otherwise required by law or expressly agreed.

No internal inspection, approval or return-reference procedure will be used to remove rights that cannot legally be restricted.

Bank and payment provider processing time

After Avella Jewels has issued a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

This may take up to 10 business days, depending on the payment provider.

For this processing estimate, business days are Monday through Friday, excluding applicable public holidays.

If more than 10 business days have passed since we confirmed that your refund was issued, please contact your bank or payment provider. You may also email help@avellajewels.com for additional assistance.

8. Items Returned Without Following the Return Process

We strongly recommend requesting the appropriate return instructions before shipping an item.

Sending an unidentifiable parcel or using an incorrect delivery address can cause actual processing delays, misdelivery or difficulty identifying the relevant order.

Please include sufficient order information to help associate your returned product with your purchase.

The physical return address is published in Section 14 and is not dependent on contacting customer support.

Failure to obtain an internal return reference does not automatically invalidate any statutory refund, cancellation or withdrawal right.

We do not impose automatic penalty fees merely because a customer did not contact support before exercising an applicable statutory right.

9. Exchanges

If you would like a different item, size, style or variation, please contact our customer support team.

The availability of an exchange depends on the relevant product, current inventory and the circumstances of your order.

An exchange is not guaranteed until confirmed by Avella Jewels.

Where an exchange is unavailable, you may still be eligible for a return under this policy or for a remedy under applicable consumer law.

10. Orders Lost or Damaged During Return Shipping

For customer-arranged voluntary change-of-mind returns, we recommend retaining your shipping receipt, carrier confirmation and tracking information.

If a customer-arranged return parcel is lost or damaged during transit, responsibility will depend on the shipping arrangement and applicable law.

Where Avella Jewels arranges or supplies a return method for defective, damaged, incorrectly supplied or non-conforming goods, responsibility will be determined by the circumstances and applicable statutory requirements.

Nothing in this section removes any right to reimbursement or remedy that applicable law requires us to provide.

11. Changes and Order Cancellations

If you need to change or cancel an order, please contact Avella Jewels as soon as possible at help@avellajewels.com.

We will review the order status and attempt to accommodate the requested change or cancellation where operationally possible.

Once an order has entered processing or shipment, it may no longer be possible to stop or modify the delivery.

If the parcel has already been dispatched, the applicable return procedure may need to be followed after delivery.

Operational limits on cancelling or intercepting a shipment do not remove any mandatory cancellation, withdrawal, refund or other consumer rights that apply to your purchase.

Where an order cannot be shipped within the applicable promised or legally required timeframe, any cancellation and refund rights arising under applicable law will remain available.

12. Your Legal Rights

This 30-day return policy is a voluntary commercial policy. It operates in addition to, and does not exclude or restrict, mandatory consumer rights that apply to your purchase.

United States customers: Applicable federal and state consumer protection requirements remain in effect. This voluntary return policy does not remove legal rights concerning defective, misdescribed, incorrectly supplied, undelivered or otherwise non-conforming goods.

Customers in other jurisdictions: Additional mandatory consumer rights may apply under the laws governing your purchase. Where such rights apply, they take precedence over conflicting voluntary return conditions.

Where a statutory cancellation or withdrawal right applies, it may be exercised through a legally valid declaration without requiring prior discretionary approval from Avella Jewels.

Rights relating to defective, damaged, incorrectly supplied, undelivered or otherwise non-conforming goods are separate from ordinary change-of-mind returns.

Nothing in this policy requires customers to waive rights that cannot legally be excluded or restricted.

13. Questions About a Return

If you have questions about a return, refund, exchange or order cancellation, please contact Avella Jewels.

Customer support: help@avellajewels.com

Please include your order number and a brief description of your inquiry so we can identify the relevant order and assist you.

14. Physical Return Address

The designated physical return centre used for customer returns is located in China.

Important: This is the physical parcel-return destination, not the registered business address of Avella Jewels's legal operator.

Customers are encouraged to contact help@avellajewels.com before shipping a return to receive assistance with parcel identification and return instructions.

The return address is published above and does not require customer-service approval to access.

For ordinary change-of-mind returns, customers are responsible for the direct cost of shipping the item to this return centre unless applicable law or an expressly agreed arrangement provides otherwise.

Because the return centre is located in China, international return shipping costs may apply. These costs depend on the carrier, package weight, parcel dimensions and country of dispatch.

Where goods are defective, damaged on arrival, incorrectly supplied or otherwise require a seller-funded remedy under applicable law, we will not require the customer to bear return costs that are legally our responsibility.

15. Business and Contact Information

Business address notice: The business address listed above is the registered business address of the legal operator. It is not the customer parcel-return destination.

Please send eligible product returns to the physical return centre identified in Section 14 rather than to the registered business address.

For assistance with returns, refunds, damaged or incorrect items, exchanges or order cancellations, contact help@avellajewels.com.