Refund policy

of Avence Group Ltd.

Effective Date: 30.06.2025
Last Updated: 30.06.2025

This Shipping & Refund Policy governs all deliveries and return procedures for purchases made on the website https://avence.shop (“the Website”), owned and operated by Avence Group Ltd., a company registered in Bulgaria under UIC 208209363, with headquarters at ul. Raya 14, 4000, Plovdiv, Bulgaria.

By placing an order, the User agrees to the terms outlined below.

I. Shipping Information

1. Delivery Scope

We ship only within EU. All orders are fulfilled from our central warehouse and dispatched via reliable courier services.

2. Shipping Methods & Timeframes

The estimated delivery time and cost are displayed at checkout, based on destination and courier options available at the time of order.

  • Domestic deliveries (Bulgaria): 1–3 business days

  • EU deliveries: 7+ business days

These timeframes are estimates. Delays caused by customs or external factors are outside our control.

3. Shipping Fees

Shipping fees are calculated based on destination, courier selection, and package weight. Any applicable customs duties, import taxes, or local charges are the responsibility of the recipient and are not included in the product price or shipping fee.

II. Order Processing

All orders are processed within 1–2 business days (excluding weekends and holidays). Once your order ships, you will receive a confirmation email with tracking information.

III. Failed Deliveries & Re-Shipping

If a package is returned to us due to:

  • An incorrect or incomplete shipping address,

  • The User’s failure to collect the package,

  • Refusal of delivery without valid reason,

We reserve the right to charge re-shipping costs or deduct any return courier fees from the refund.

IV. Return & Refund Conditions

1. Withdrawal Period

In accordance with the Consumer Protection Act and EU regulations, Users have the right to withdraw from the purchase contract within 14 days of receiving the goods, without providing a reason.

To exercise this right, the User must contact us at contact-us@avence.shop with the following:

  • Full name and order number

  • Description of the items to be returned

  • Date of delivery

2. Return Eligibility

Items must be returned:

  • In original, unused condition

  • With all tags attached

  • In original packaging

Non-returnable items are:

  • Damaged, worn, or washed products

Returns that do not meet these conditions will not be accepted.

3. Return Shipping

The User is responsible for return shipping costs unless the item received was incorrect or defective.

We recommend using a trackable shipping service. Avence Group Ltd. is not liable for lost or delayed return shipments.

4. Refunds

Once the returned item is inspected and approved, the refund will be issued to the original payment method within 14 calendar days.
Refunds cover only the amount paid for the item — any discounts or original shipping fees are non-refundable.

If the return is due to an error on our side (wrong or faulty item), we will refund both the product and the shipping cost.

V. Exchanges

We currently do not offer direct product exchanges. If you wish to exchange an item, please return the original product for a refund and place a new order.

VI. Damaged or Defective Items

If you receive a damaged or incorrect product, please contact us within 48 hours of delivery at contact-us@avence.shop with:

  • A clear photo of the item

  • Order number

  • Description of the issue

We will assess the claim and provide a replacement or full refund, including shipping fees where applicable.

VII. Contact Information

For any questions regarding shipping or returns, contact us at:

Email: contact-us@avence.shop
Registered Address: ul. Raya 14, 4000, Plovdiv, Bulgaria
Customer Support Hours: Monday to Friday, 9 AM – 5 PM (EET)