Returns

Returns & Refunds Policy

At Avenida Home, we want you to be satisfied with your purchase. This policy explains how returns, cancellations and refunds are handled for customers in the United Kingdom, European Union and United States, including wholesale and trade customers.

Nothing in this policy limits any statutory rights that apply to you under applicable law.

1. How to Request a Return

To request a return, please email ask@avenidahome.com with your order number, the item(s) you wish to return and the reason for your request.

Where available, you may also submit a return or cancellation request through your online account.

Please wait for return instructions before sending goods back. Unauthorised returns may take longer to process.

2. Statutory Return Rights

We do not offer voluntary returns or exchanges for change of mind outside any applicable statutory rights.

Customers may return goods where they are legally entitled to do so under applicable consumer protection laws. Any statutory cancellation or withdrawal rights are subject to the conditions and exceptions set out in the relevant legislation.

Where a statutory right to cancel applies, customers must notify us within the applicable cancellation period and return the goods within the required timeframe. Customers are responsible for the direct cost of return shipping where permitted by law and where this obligation has been disclosed before purchase.

Any refund will be processed in accordance with applicable law, including any requirements relating to the refund of standard delivery charges and the timing of refunds.

Nothing in this policy limits any statutory rights or remedies relating to goods that are faulty, damaged, misdescribed or incorrectly supplied.

3. Excluded Items

We cannot accept change-of-mind returns for the following items, except where required by applicable law:

• Goods made to the customer's specifications or clearly personalised.
• Items expressly sold on a non-returnable basis where that restriction is lawful.
• Other items expressly identified as non-returnable before purchase, where permitted by law.

An item being discounted, marked as a sale item or ordered specially from a supplier does not, by itself, remove statutory consumer cancellation rights.

4. UK Consumer Rights

Customers purchasing as consumers in the United Kingdom may have a statutory right to cancel eligible online or distance purchases within 14 days of receiving the goods, without giving a reason.

The cancellation period generally begins the day after delivery. Where an order is delivered in separate parts, the period generally runs from receipt of the final item.

You must notify us of your decision to cancel within the applicable cancellation period. Following notification, you generally have a further 14 days to return the goods.

Customers are responsible for the direct cost of returning goods when this has been properly disclosed and the law permits it.

Where statutory cancellation rights apply, we will refund the applicable purchase price, subject to applicable law. Refunds will be made within the required legal timeframe, generally within 14 days of receiving the returned goods or evidence that they have been sent back, whichever occurs first.

The statutory cancellation right does not apply to certain exempt goods, including qualifying personalised or made-to-specification items.

These cancellation rights are separate from your rights if goods are faulty, damaged or not as described.

5. EU Consumer Rights

Consumers purchasing from within the European Union may have a statutory right to withdraw from eligible online or distance purchases within 14 days of receiving the goods, without giving a reason.

For orders delivered in separate parts, the withdrawal period generally begins when the final item is received.

To exercise your right of withdrawal, please email ask@avenidahome.com or use the available cancellation facility in your account. Your notification must clearly communicate your decision to withdraw and be submitted within the applicable period.

You generally have a further 14 days after notifying us to return the goods.

Where permitted by law, customers bear the direct cost of returning goods, provided they were informed of this obligation before purchase.

Refunds will be processed within the statutory timeframe. We may, where legally permitted, wait until we receive the goods or evidence that they have been returned.

The statutory withdrawal right does not apply to certain exempt goods, including goods made to the consumer's specifications or clearly personalised items.

Your statutory rights relating to faulty or non-conforming goods remain unaffected. Consumer remedies and legal guarantee periods may vary according to the applicable national law.

6. US Customers

For customers in the United States, voluntary returns are subject to the conditions in this policy and any additional terms displayed at the time of purchase.

The United States does not have a universal federal 14-day change-of-mind return right for ordinary online purchases. Applicable federal and state laws may nevertheless provide specific cancellation, refund, warranty or disclosure rights.

Where a return is accepted under our voluntary policy, items must meet the applicable return conditions and be sent in accordance with our instructions.

Nothing in this section excludes rights or remedies that cannot lawfully be excluded under applicable US law.

7. Wholesale & Trade Orders

Wholesale and trade orders are purchases made by customers acting wholly or mainly for business purposes.

Unless otherwise agreed in writing, change-of-mind returns for wholesale and trade orders require our prior written approval and are subject to the agreed terms of sale.

Where we approve a return, we may specify the return deadline, condition of the goods, applicable restocking charges and responsibility for transport costs, to the extent permitted by law and the agreed contract.

Custom-made, personalised and specially manufactured trade goods may be non-returnable where this has been agreed and the restriction is lawful.

Please inspect trade deliveries promptly and notify us as soon as reasonably practicable of any shortages, transit damage, defects or incorrect items. Any notification or inspection deadline is subject to applicable law and the terms of the relevant contract.

Nothing in this section excludes any mandatory rights or remedies that apply to the transaction.

8. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact ask@avenidahome.com as soon as reasonably practicable.

Please provide your order number, a description of the issue and photographs where available.

We will assess the issue and explain the appropriate next steps, which may include a replacement, repair, refund or another remedy as required by applicable law or agreed contract terms.

We will not charge customers return shipping costs where the law requires us to bear those costs.

Please do not dispose of or return damaged goods until we have provided instructions, unless immediate action is reasonably necessary.

9. Refund Processing

Once a return has been received and assessed, we will notify you of the outcome.

Approved refunds will be issued to the original payment method unless another method is agreed and legally permitted. Processing times may depend on your payment provider.

Any deductions, including for diminished value, will only be made where permitted by applicable law or the agreed terms governing the transaction.

10. Contact Us

For returns, cancellations, damaged goods or refund enquiries, contact:

Email: ask@avenidahome.com

Please include your order number in all correspondence to help us resolve your enquiry promptly.