Exchange Policy

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At Avenu, we want you to feel confident with every purchase. While we do not offer refunds, we provide a straightforward exchange process to ensure you are happy with your bag.

How to Initiate an Exchange

  1. Contact Us: Reach out to our customer support team within immediately.

  2. Provide Details: Share your order number and the reason for the exchange. If the item is faulty, please include clear photos.

  3. Guidance: Our team will review your request and guide you on the next steps for shipping the item back to us.

  4. Inspection & Shipping: Once we receive and inspect your returned item, we will process and dispatch your exchanged product.

Damaged, Defective, or Wrong Items

If the issue is from our side, we take full responsibility:

  • Report Promptly: Contact us within the same day of receiving the parcel with photo and video of the defect or the wrong item received.

  • Zero Cost: We will arrange the exchange at no extra cost to you.

  • Safety Note: Do not accept the parcel from the rider if the seal is broken or the packaging appears severely tampered with.

Exchanges for Personal Preference (Change of Mind)

If you simply didn't like the item or changed your mind:

  • Timeline: Requests must be made within 2–3 days of delivery.

  • Costs: The customer is responsible for both the return shipping cost and the re-shipping charges for the new item.

  • Condition: Items must be unused, unworn, and in their original packaging with all tags intact to be eligible.

Important Terms & Conditions

  • No Refunds: We do not offer cash refunds for any reason; our policy is strictly for exchanges only.

  • Prior Approval: Do not send items back without contacting us first. Items returned without prior approval may not be accepted.

  • Inspection: If a returned item shows signs of use or is not in its original condition upon arrival at our warehouse, the exchange will be declined, and the item will be sent back to you.

  • Shipping Fees: Original shipping charges paid at the time of purchase are non-refundable.

  • Availability: Exchanges are subject to stock availability. If your desired replacement is out of stock, you may choose any other item of equal value.