AVĒRO CUSTOMER CARE

Return & Refund Policy

Last updated: November 2, 2026

1. Return Window

You may request a return within 14 days of receiving your order.

To be eligible for a return, your item must be unused, unworn, in its original condition, and returned with all original packaging, tags, pouches, boxes, and protective materials.

Please contact Avēro Customer Care before sending any item back. Return approval is required before a return can be accepted.

To begin your return request, please contact: hello@averohouse.com

Please include your order number, the item you wish to return, and the reason for your return.

2. Return Conditions

Returned items must be in their original condition and show no signs of wear, damage, alteration, perfume, cosmetics, or improper handling.

Items returned without prior approval may not be accepted.

3. Change-of-Mind Returns

For change-of-mind returns, customers are responsible for return shipping costs unless the item received is damaged, faulty, or incorrect.

We recommend using a tracked shipping service, as Avēro is not responsible for returns lost during transit.

4. Damaged, Faulty or Incorrect Items

Please inspect your order carefully when it arrives.

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at: hello@averohouse.com

Please include your order number and clear photos or videos showing the issue. After review, we will provide an appropriate solution, which may include a replacement, refund, or store credit where applicable.

5. Non-Returnable Items

For hygiene reasons, pierced earrings cannot be returned once the hygiene seal or protective packaging has been opened, unless the item is faulty or incorrect.

We cannot accept returns for personalised or custom items, gift cards, final sale items where permitted by law, or products showing signs of wear or alteration.

6. Natural Material Variation

Avēro uses natural materials including freshwater pearls, mother-of-pearl, crystals, natural stones, and 925 sterling silver.

Each natural material carries its own unique character. Variations in colour, shape, texture, iridescence, mineral formation, and surface details are natural features of the material and are not considered defects.

These individual characteristics make every Avēro piece unique.

7. International Returns

For customers outside the United Kingdom, return shipping costs, customs duties, taxes, or additional fees associated with returning an item are the responsibility of the customer unless the item received is damaged, faulty, or incorrect.

Please ensure all international returns are shipped with tracking information.

8. Refunds

Once your approved return has been received and inspected, we will notify you of the refund status.

If approved, your refund will be issued to your original payment method.

Refunds are usually processed within 5–10 business days after approval. Processing times may vary depending on your bank, card provider, or payment service.

Original shipping fees are non-refundable unless the return is due to a damaged, faulty, or incorrect item.

9. Exchanges

We do not guarantee direct exchanges as product availability may change quickly.

If you would like a different item, we recommend returning the original item first and placing a new order once your return has been approved.