1. Eligible Claim Situations

We accept refund, resend, or return requests under the following circumstances:

• Order Not Received — Your package has not arrived within the estimated delivery window.
• Significant Shipping Delay — Your order is delayed beyond the communicated timeframe without resolution.
• Damaged Product — The item arrived in a damaged or defective condition.
• Wrong Item Received — You received a product different from what you ordered.
• Missing Item — Part of your order was not included in the shipment.
• Order Cancellation — Cancellation requests submitted before the order has been dispatched may be eligible for a full refund.

2. Required Proof of Claim

All claims must be supported by valid evidence. Unverified claims cannot be processed. Depending on the nature of your issue, you may be required to provide:

• Clear photos or videos of the damaged, incorrect, or missing item(s)
• Your order confirmation or order number
• A screenshot or record of any relevant communication, payment dispute, or delivery status
• Packaging photos (where applicable) to support damage claims

3. Claim Submission Timeframe

All disputes must be raised within the eligible timeframe from the date of delivery or estimated delivery. Claims submitted outside this window may not be accepted. We strongly encourage customers to inspect their orders promptly upon receipt and contact us without delay if an issue is identified.

4. Resolution Options

Once your claim is reviewed and approved, Avenzio will offer one or more of the following resolutions:

• Full or Partial Refund — Issued to your original payment method
• Resend / Replacement — A new shipment of the correct or undamaged item
• Store Credit — Applied to your Avenzio account for future use

The resolution offered will depend on the nature of the issue, available stock, and the evidence provided. Avenzio reserves the right to determine the most appropriate resolution.

5. Return Requirements

In certain cases, a return of the original item may be required before a refund or resend is processed. If a return is requested:

• Items must be returned in their original or as-received condition
• Return shipping instructions will be provided by our support team
• Unauthorized returns (without prior approval) will not be accepted

6. Shipping Delays & External Factors

Avenzio works with trusted global logistics partners; however, certain delays may be caused by factors outside our direct control, including:

• Customs clearance and import inspections
• National holidays or carrier disruptions
• Extreme weather events or natural disasters
• High-volume shipping periods (e.g., peak seasons)

In such cases, we will work with you to monitor your shipment and explore available options, though immediate resends or refunds may not be applicable until a reasonable resolution period has passed.

7. Limitations & Exclusions

Please note that the following situations may not be eligible for a refund or resend:

• Orders with an incorrect shipping address provided by the customer
• Delays caused by failed delivery attempts due to customer unavailability
• Products that have been used, altered, or damaged after receipt
• Orders to restricted or high-risk destinations where delivery guarantees cannot be made
• Claims submitted outside the eligible timeframe

8. How to Contact Us

To submit a claim or inquire about your order, please reach out to our support team with your order details and supporting evidence. We aim to respond to all inquiries within 1–3 business days.

Our team is dedicated to resolving your concern as quickly and fairly as possible. Avenzio stands behind every order we ship.