Return & Refund Policy

Last updated: October 19, 2026

At Avery Rowe, we want you to feel confident with every purchase. If something is not quite right, you can return your order under the conditions below, in addition to any statutory consumer protection rights that may apply under the law of your country of residence.

1. Return Period & Eligibility

1. Avery Rowe offers a 30-day return period, starting from the day you receive your order.
2. To return an item, please ensure that:
   • The item is returned in its original condition.
   • All tags and labels are included where reasonably possible.
   • The item has not been worn, washed, altered or damaged beyond what is reasonably necessary to inspect and try it.
   • The item is returned with any original packaging where reasonably possible.
3. You may inspect and try the product only to the extent reasonably necessary to establish its nature, characteristics and functioning, as you would normally be permitted to do in a physical store.
4. If an item shows signs of handling beyond what is reasonably necessary for this purpose, we may make an appropriate deduction from the refund to reflect any diminished value, where permitted by applicable law.

2. How to Initiate a Return

Step 1 – Contact Customer Support

• Email us at info@averyrowe.com with your order number and the item(s) you wish to return.
• You do not need to provide a reason when exercising a statutory right to cancel, although you are welcome to tell us why you are returning the item.
• Our customer service team will provide you with the return form and the applicable return address.

Step 2 – Prepare Your Package

• Pack the item securely to help prevent damage during international transport.
• Please include all tags, labels and original packaging where reasonably possible.
• Include the completed return form inside the parcel so that we can identify and process your return efficiently.

Step 3 – Ship Your Package

• Send the parcel to the return address provided by our customer service team.
• Returns are sent to our warehouse in Asia, including China.
• Unless the item is faulty, incorrect or otherwise required by law, the direct cost of returning the item is the responsibility of the customer.
• We strongly recommend using a reliable tracked shipping service and keeping your proof of postage and tracking information until your refund has been completed.

3. Return Costs & International Returns

1. Our products are fulfilled through international fulfilment centres, and returns are sent to our return warehouse in Asia, including China.
2. The direct cost of returning an unwanted item is the responsibility of the customer, unless the item is faulty, incorrect or we are otherwise required by law to cover the return costs.
3. Because returns are international, return shipping costs vary depending on your location, courier and parcel size — typically in the range equivalent to approximately £15–30 GBP or CAD 25–45, depending on your country. This is an estimate only; please contact us for a more precise estimate based on your location.
4. We strongly recommend using a tracked shipping service. Customers should retain their proof of postage and tracking information until the return and refund have been completed.
5. Avery Rowe cannot be held responsible for return parcels that are lost in transit before reaching our return facility. However, where applicable, valid proof that the goods have been returned will be taken into account in accordance with your statutory rights.

4. Refunds

1. Once you have returned your item, your refund will be handled in accordance with the terms below.
2. Refund timing:
   • We will issue your refund within 14 days of receiving the returned goods or receiving satisfactory proof that the goods have been returned, whichever occurs first.
   • Depending on your bank, card issuer or payment provider, it may take additional time for the refunded amount to appear on your account after we have issued it.
3. Refund method:
   • Refunds will normally be issued to the same payment method used for the original transaction, unless otherwise agreed.
   • You will not be charged an additional fee by Avery Rowe for receiving your refund.
4. What is refunded:
   • We will refund the amount paid for eligible returned products.
   • For partial returns, original delivery costs are not refunded unless required by applicable law.
5. Deductions for diminished value:
   • You are responsible for any diminished value resulting from handling the goods beyond what is reasonably necessary to establish their nature, characteristics and functioning.
   • Where permitted by applicable law, we may make an appropriate deduction from your refund to reflect this diminished value.
   • If a deduction is applied, we will explain the reason and the amount deducted.

If you have not received your refund after the applicable period:

• Check your bank or card statement again.
• Contact your bank, card issuer or payment provider, as processing times may vary.
• If you still have not received the refund, contact us at info@averyrowe.com with your order number and we will investigate.

5. Non-Returnable Items

Certain items may be excluded from the right to cancel or return where permitted under applicable consumer protection law. This may include:

• Personalised or made-to-order products.
• Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.
• Certain underwear, lingerie or similar hygiene-sensitive products where the applicable hygiene seal has been broken.
• Certain swimwear or other hygiene-sensitive garments where the applicable hygiene seal has been broken.
• Sealed beauty or personal-care products where the seal has been broken and the product is not suitable for return for hygiene or health-protection reasons.

Any applicable return exclusion will be communicated where required. This section does not affect your statutory rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.

6. Size & Colour Issues

1. If you have ordered the wrong size or colour, please contact us at info@averyrowe.com.
2. Depending on the circumstances and product availability, we may be able to offer:
   • a replacement item; and/or
   • re-shipment at a reduced fee or standard shipping charge.
3. Any replacement or discounted re-shipment offered under this section is an additional customer service option and does not affect your right to return an eligible item in accordance with this policy or your statutory rights.

7. Damaged, Faulty or Incorrect Items

1. If you receive an item that is damaged, faulty, incorrect or not as described, please contact us as soon as reasonably possible at info@averyrowe.com. Where possible, we recommend contacting us within 48 hours of delivery so that we can investigate the issue quickly.
2. Please include:
   • your order number;
   • a brief description of the issue; and
   • where reasonably possible, clear photographs showing the item, the issue and relevant packaging.
3. We will review your case and provide an appropriate solution in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair where appropriate, price reduction or refund.
4. Where we require a faulty, damaged or incorrect item to be returned, we will provide appropriate return instructions and will cover reasonable return costs where required by law.
5. The request to contact us within 48 hours is intended to help us investigate delivery issues quickly and does not limit or replace your statutory consumer rights.

8. Unclaimed Parcels & Refused Deliveries

1. If a parcel is:
   • not collected from a collection point;
   • refused at delivery; or
   • returned to us without following the normal return process,
     please contact our customer service team so that we can determine the status of the parcel.
2. Additional shipping, return-to-sender or handling costs actually incurred as a result of an unclaimed or refused parcel may, where permitted by applicable law, be taken into account when determining any amount refundable.
3. Any refund due will be returned to the original payment method in accordance with applicable consumer law.
4. Nothing in this section limits any statutory cancellation, refund or consumer rights that apply to your order.

9. Statutory Cancellation Rights

1. Our 30-day return period is offered in addition to your statutory rights.
2. Depending on your country of residence, you may have a statutory right to cancel your order within a legally defined period after receiving the goods, subject to certain legal exceptions.
3. After notifying us of your decision to cancel within the applicable statutory period, you must return the goods within the applicable legal timeframe.
4. The direct cost of returning goods following a change of mind is borne by the customer where we have informed you of this obligation, unless otherwise required by law.
5. Nothing in this Refund & Return Policy is intended to exclude, restrict or otherwise affect rights that cannot legally be excluded under the consumer law applicable to you.
6. Where there is any conflict between this policy and mandatory consumer law applicable to you, your statutory rights will apply.

10. Contact Information

Email: info@averyrowe.com
Our customer service team is available Monday to Friday, 9:00 am–5:00 pm.
We aim to respond to customer enquiries within 24 hours on business days.

11. Company Information

Website name: Avery Rowe
Company name: TW Ecom
Address: Troffel 5, 1611 LH, Bovenkarspel, Netherlands
Email: info@averyrowe.com
Telephone: +31 6 108 908 84
Contact form: Contact page
KVK (NL Chamber of Commerce): 97872946
VAT: NL005293827B90