Return & Refund Policy
At Aven Row, we want you to feel confident when shopping with us. We understand that sometimes an item may not be quite right, which is why we offer returns within 30 days of delivery, subject to the conditions below.
This policy is in addition to any rights you may have under the Australian Consumer Law.
30-Day Returns
You may request a return within 30 days of receiving your order.
For change-of-mind returns, items must be:
- Unworn and unused
- Unwashed
- In their original condition
- Returned with original tags and packaging where applicable
How to Request a Return
Before returning an item, please contact us at:
Please include your order number, the item(s) you wish to return and the reason for your return. If the item is damaged, defective or incorrect, please also include clear photos where appropriate.
Once your return request has been reviewed, we'll provide you with the relevant return instructions.
Please do not send your return to our business address unless instructed to do so by our customer service team.
Return Shipping Costs
For change-of-mind returns, customers are generally responsible for return shipping costs.
We recommend using a tracked shipping service, as you are responsible for ensuring the parcel reaches the designated return location.
If you have received an incorrect, damaged or defective item, please contact us before returning it so we can provide an appropriate solution in accordance with applicable consumer law.
International Return Locations
Please note that some orders may need to be returned to one of our fulfilment partners outside Australia.
As a result, return shipping costs for change-of-mind returns may be higher than domestic Australian postage. We recommend contacting us before making a return so we can provide you with the correct return address and instructions.
Damaged, Defective or Incorrect Items
Please inspect your order after delivery and contact us as soon as possible if you receive an item that is damaged, defective or different from what you ordered.
Email info@avenrow.au with your order number and clear photos of the issue where appropriate.
We'll assess the issue and provide an appropriate remedy, which may include a replacement, refund or other remedy, depending on the circumstances and your rights under applicable consumer law.
Exchanges
If you would like a different size, colour or item, please contact us within 30 days of delivery.
Exchange availability depends on current stock. For change-of-mind exchanges, customers may be responsible for applicable return and reshipping costs.
Items That Cannot Be Returned for Change of Mind
For hygiene and safety reasons, certain items may not be eligible for change-of-mind returns once opened, worn or used.
Items that have been worn, washed, altered, damaged after delivery or otherwise show signs of use may also be ineligible for a change-of-mind return.
This does not limit any rights or remedies you may have for faulty or non-compliant goods under the Australian Consumer Law.
Refunds
Once your return has been received and inspected, we'll notify you of the outcome.
If your refund is approved, it will generally be issued to your original payment method. Please allow several business days for your bank or payment provider to process the refund after it has been issued.
Questions?
If you have any questions about a return, exchange or refund, please contact:
Aven Row Customer Service