REFUND & EXCHANGE POLICY

1. GENERAL DELIVERY TERMS

Delivery area: All orders are shipped from Serbia via courier services.

Delivery times:

  • Within Serbia: 3–5 business days
  • International shipments: 7–10 business days (depending on destination)

Note: Delivery times may be extended due to high order volume, unforeseen circumstances, or holidays. In case of delays, we will notify you via SMS or email.

2. RIGHT OF WITHDRAWAL (CONSUMER PROTECTION LAW)

Basic terms:

In accordance with the Consumer Protection Law of the Republic of Serbia, you have the right to withdraw from the purchase within 14 days from the date of receiving the product.

How to withdraw:

  1. Send a written statement to: support@avenoxstore.com
  2. Your message should include: order number, name, reason for return, whether you want a refund or exchange
  3. Deadline: No later than the 14th day from receiving the product
  4. Send the goods back within 14 days from sending your withdrawal statement

3. CONDITIONS FOR PRODUCT RETURNS

Products MUST be:

✅ In original condition – undamaged, unworn
✅ In original packaging – with all tags
✅ Unwashed and without signs of wear
✅ Free of hair, odors, or other contamination

Products we CANNOT accept:

❌ Washed or worn products
❌ Products without original tags
❌ Products with signs of damage or dirt
❌ Products that cannot be returned for hygiene reasons (underwear, swimwear)
❌ Personalized or custom-made products

4. RETURN & EXCHANGE PROCESS

Step 1: Contact

Send an email to support@avenoxstore.com with:

  • Order number
  • Full name
  • Reason for return
  • Whether you want a refund or exchange
  • Photos of the product (if necessary)

Step 2: Confirmation

We respond within 24–48 hours with return instructions.

Step 3: Shipping

Return address: Blaška Rajića 4, 24000 Subotica, Serbia

Return shipping costs: Covered by you

We recommend: Registered post or courier service with tracking number

Step 4: Processing

  • Inspection of returned goods within 2–3 business days
  • Refund: 5–10 business days via the original payment method
  • Exchange: 3–5 business days to ship the new product

5. REFUND POLICY

What we refund:

✅ Full product price (if returned in original condition)
✅ Shipping costs – ONLY if the product is faulty or we sent the wrong item

What we DO NOT refund:

❌ Shipping costs in case of a simple withdrawal
❌ Return shipping costs
❌ Product price if not in original condition

6. CLAIMS – DEFECTIVE PRODUCTS

Warranty period:

3 months from the date of purchase for hidden defects.

Claim procedure:

  1. Contact us within 8 days of discovering the defect
  2. Describe the issue in detail and attach photos
  3. Send the product – shipping costs covered by us
  4. Resolution within 15 days

Your rights with defective products:

  • Replacement with a new product
  • Refund of full price + shipping costs

7. ORDER ERRORS

Our mistake (wrong product sent):

  • Contact us within 7 days
  • Return shipping costs – covered by us
  • Shipping costs of the correct product – covered by us
  • Priority processing – 1–2 business days

Your mistake (wrong product ordered):

  • Standard withdrawal procedure (14 days)
  • Costs covered by you

8. LOST SHIPMENTS

If your shipment has not arrived:

  • Wait up to 7 business days (Serbia) / 20 business days (international)
  • Contact us after this period
  • We initiate an investigation with the courier service
  • Resolution: Replacement shipment or full refund

9. REFUND METHODS

Cards:

Refunds to the same card used for payment (5–10 business days).

Cash on Delivery:

Refund to your bank account – we will need your account details.

PayPal / Online payments:

Refund through the same system used for payment.

10. CURRENCY CONVERSION

All payments are made in RSD (Serbian dinar).

For display in other currencies, we use the official middle exchange rate of the National Bank of Serbia.

Note: Your bank may apply a different exchange rate, which can result in slight differences in the final amount.

11. SPECIAL NOTES

Seasonal products:

Products purchased during sales may have limited return rights (indicated at the time of purchase).

International orders:

  • Additional customs charges are your responsibility
  • Return periods start from the day of delivery
  • Customs fees are non-refundable

12. CONTACT INFORMATION

Email: support@avenoxstore.com

We respond to all inquiries within 24–48 hours.