Refund policy

Last Updated: 31 August 2026

At AVERNIQUE, we want you to be satisfied with your purchase. This Return & Refund Policy explains your rights and the process for returning products purchased through AVERNIQUE.

This policy applies to orders placed through avernique.co.uk and is intended to operate alongside your rights under applicable UK consumer law.

1. Your Right to Cancel

If you are a consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason, subject to applicable exclusions under UK consumer law.

To exercise your right to cancel, please contact us at contact@avernique.co.uk within the 14-day cancellation period.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.

2. Return Eligibility

To help us process your return, products should be:

• Returned in good condition.

• Complete with all parts, accessories, manuals, and other items supplied.

• Securely packaged to prevent damage during return transportation.

• Accompanied by your order information or other proof of purchase.

You may inspect products as you reasonably would in a physical shop. However, where handling goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods, we may be entitled to make an appropriate deduction from the refund for any reduction in value, where permitted by law.

3. How to Request a Return

Before returning an item, please contact:

Email: contact@avernique.co.uk
Phone: +44 7897 011674

Please provide your:

Order number, full name, product you wish to return, reason for return, and photographs where the product is damaged, faulty, or incorrect.

Our customer service team will provide the appropriate return instructions.

Please do not send products to our London business address unless we specifically instruct you to do so. Some products may need to be returned to a designated return location.

4. Return Shipping Costs

If you are returning an unwanted product under your cancellation rights, you may be responsible for the direct cost of returning the item, provided this was communicated before purchase and subject to applicable consumer law.

This is particularly important for large or bulky products, including furniture, where return transportation costs can be significantly higher than standard parcel returns.

If an item is faulty, damaged, not as described, or incorrect, we will handle the matter in accordance with your statutory rights and, where applicable, arrange or cover reasonable return costs.

5. Damaged or Incorrect Orders

Please inspect your order as soon as reasonably possible after delivery.

If your product arrives damaged, defective, or you receive the wrong item, contact us promptly at contact@avernique.co.uk.

Please include your order number and clear photographs showing the product, packaging, and any visible damage where possible.

We will review the issue and advise you on the appropriate resolution.

6. Faulty Products

Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015.

Products must be of satisfactory quality, fit for purpose, and as described.

If a product is faulty, your available remedies may include a repair, replacement, price reduction, or refund depending on the circumstances and how long you have had the product.

Your statutory rights are separate from the 14-day change-of-mind cancellation right.

7. Non-Returnable Products

Certain products may be excluded from change-of-mind cancellation rights where permitted by law. These may include, for example:

• Products made to your specifications or clearly personalised.

• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

• Other products for which a statutory cancellation exception applies.

This does not remove your rights where a product is faulty, damaged, or not as described.

8. Furniture and Large Items

For furniture and other oversized products, please contact us before arranging a return.

Due to their size and weight, these products may require a specialist collection service.

Where you are responsible for return costs, we will provide available return instructions and information about any applicable collection or transportation arrangements before the return is processed.

Please ensure that furniture is adequately protected and packaged for transportation.

9. Refunds

Once a return is received, or you provide appropriate evidence of having returned the goods where applicable, we will process your refund in accordance with UK consumer law.

Approved refunds will be issued to your original payment method.

For eligible cancellations, refunds are generally made within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever occurs first.

Where applicable, the refund will also include the cost of the least expensive standard delivery method offered when you placed your order. Additional costs resulting from choosing a more expensive delivery method are generally not refundable.

Your bank or payment provider may require additional time to display the refund in your account.

10. Exchanges

If you would like a different product, size, colour, or variation, please contact us.

Where a direct exchange is not possible, you may need to return the original item and place a new order.

11. Order Cancellations Before Dispatch

If you wish to cancel or modify an order before it has been dispatched, contact us as soon as possible.

We will try to accommodate your request, but we cannot guarantee that an order can be changed or stopped once processing or dispatch has begun.

12. Contact Us

If you have any questions about returns, refunds, or your order, please contact us:

AVERNIQUE
71–75 Shelton Street
Covent Garden, London
WC2H 9JQ
United Kingdom

Email: contact@avernique.co.uk
Phone: +44 7897 011674