Refund policy

Refund & Returns Policy

Last updated: 29 May 2026

At Avēro, we want you to feel confident when shopping with us. If something is not right with your order, please contact us and we will do our best to help.

14-Day Return Policy

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

To be eligible for a return, your item must be unused, in its original condition, and in its original packaging.

Please contact us before sending anything back. Returns sent without prior approval may not be accepted or processed correctly.

How to Request a Return

To start a return, please contact our Customer Care team at:

Email: hello@averohouse.com

Please include the following information:

Your order number
The item you would like to return
The reason for return
Photos or videos if the item is damaged, faulty, or incorrect

Once your return request is approved, we will provide the correct return instructions.

Return Address

Please do not send items back before your return request has been approved by Avēro Customer Care.

The correct return address may depend on your order location, product type, and warehouse availability.

For approved UK returns, our return warehouse is:

Avēro Returns
Manager
120 Skyline
Braintree
CM77 7AF
United Kingdom
Tel: 02031965364

For approved returns outside the UK, our Customer Care team may provide a suitable return address based on your country and product type. Return options may vary by region.

Returns sent without prior approval may not be accepted.

Damaged, Faulty, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, faulty, or incorrect, please contact us as soon as possible at hello@averohouse.com with your order number and clear photos or videos of the issue.

If the issue is confirmed, we will arrange a suitable solution, which may include a replacement, refund, or return support.

Change-of-Mind Returns

If you change your mind about your purchase, you may request a return within 14 days of receiving your order.

The item must be unused, in its original condition, and in its original packaging.

For change-of-mind returns, return shipping costs may be the customer’s responsibility unless otherwise approved by Avēro Customer Care.

Non-Returnable Items

For hygiene and safety reasons, we may not be able to accept returns for:

Used cutlery, chopsticks, or kitchen items
Items that have been in contact with food or drink
Items without original packaging
Items damaged due to misuse, improper cleaning, or normal wear and tear
Gift cards or final sale items, if applicable

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

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

Please note that it may take several business days for your bank or payment provider to process and display the refund.

Exchanges

The fastest way to get the item you want is to return the original item first. Once the return is approved, you may place a new order for the replacement item.