RETURNS & REFUNDS POLICY

Last updated: September 2026

We want our returns process to be clear and transparent. Please read the information below before requesting a return.

Nothing in this policy affects your statutory consumer rights.

OUR FULFILMENT & RETURN LOCATIONS

Avertta fulfils orders from warehouses in both the United Kingdom and China.

The return destination is based on the fulfilment location from which your product was dispatched:

• Products dispatched from our UK fulfilment warehouse must be returned to our designated UK return address.

• Products dispatched from our China fulfilment warehouse must be returned to our designated return address in China.

This means that some returns may require international return shipping.

Please do not return an item to the sender address shown on your parcel. The correct return address will be provided after you contact us and your return request has been reviewed.

CHANGE-OF-MIND RETURNS

If you purchased online and change your mind, you may notify us that you wish to cancel your purchase within 14 days of receiving your order. After notifying us, you have a further 14 days to send the goods back.

For a change-of-mind return:

• The customer is responsible for the direct cost of returning the item.

• A product originally dispatched from our UK fulfilment warehouse must be returned to our designated UK return address.

• A product originally dispatched from our China fulfilment warehouse must be returned to our designated return address in China.

• International return shipping costs can be higher than domestic UK return shipping costs.

• We strongly recommend using a tracked shipping service and keeping your proof of postage.

• Please wait until we provide your correct return address before sending the item.

You may inspect the product as you reasonably would in a shop. If the product has been handled beyond what is necessary to establish its nature, characteristics and functioning, any reduction in value may be taken into account where permitted by law.

HOW TO REQUEST A RETURN

Contact us at support@avertta.com before returning your order.

Please include:

• Your order number

• The reason for your return

• Relevant photographs where your request concerns damage, a defect, an incorrect item, colour, finish or another product discrepancy

We will identify the fulfilment location for your order and provide the correct return address and instructions.

Do not send your return until you have received the correct return address from us.

FAULTY, DAMAGED, INCORRECT OR NOT-AS-DESCRIBED ITEMS

The change-of-mind return process above is different from cases where goods are:

• Faulty

• Damaged

• Incorrect

• Missing components

• Materially different from what was ordered or advertised

If you believe there is a problem with your product, contact support@avertta.com before returning it.

Where relevant, we may ask you to provide:

• Your order number

• Clear photographs of the product

• Clear photographs showing the reported issue

• Photographs of the packaging if the item arrived damaged

• A short description of the problem

We will review the information and provide the appropriate resolution in accordance with your applicable consumer rights.

Where Avertta is legally responsible for the reasonable cost of returning faulty, incorrect or not-as-described goods, those costs will not be passed on to the customer.

PRODUCT COLOUR, FINISH OR APPEARANCE CLAIMS

If you believe the colour, finish, variant or another physical detail of the product received differs from what you ordered or from how it was advertised, please send us clear photographs showing the claimed difference.

We will review the evidence before determining the appropriate return route.

If we confirm that an incorrect product or variant was supplied, or that the product is materially not as described, we will handle the case accordingly.

If the product supplied corresponds to the product ordered and advertised but you no longer wish to keep it, the return may instead be treated as a change-of-mind return. In that case, the customer is responsible for the return shipping cost and the normal fulfilment-location return rule applies.

REFUNDS

Once the returned goods have been received, or where applicable once sufficient evidence of return has been provided, we will process the refund in accordance with the applicable return and consumer-rights requirements.

Approved refunds are returned to the original payment method.

Banks and payment providers may require additional time before the funds appear in your account.

For an eligible statutory change-of-mind cancellation, the refund includes the amount required by applicable consumer law, including the standard outbound delivery cost where applicable. If you selected a more expensive delivery option, any amount above the standard delivery cost may not be refundable.

The customer's return-postage cost for a change-of-mind return is not reimbursed.

We do not charge a restocking fee.

LOST RETURN PARCELS

We strongly recommend returning goods using a tracked shipping method and retaining proof of postage.

If a return parcel does not arrive, please contact us and provide the tracking information and proof of postage so that the circumstances can be reviewed.

NON-RETURNABLE ITEMS AND EXCEPTIONS

Certain products may be excluded from the normal change-of-mind cancellation right where an applicable legal exception applies, such as certain personalised or made-to-order goods or certain sealed goods where a statutory exception applies.

Any applicable restriction will be communicated where required.

This does not remove your statutory rights where goods are faulty, incorrect or not as described.

EXCHANGES

We do not currently operate a standard direct-exchange service.

If you simply want a different product or variant, we may ask you to return the original item and place a new order.

This does not affect the remedies available where an item is faulty, incorrect or not as described.

CONTACT US

For return, refund or product-related questions, contact:

support@avertta.com

Please include your order number so we can identify the correct fulfilment location and return instructions.

We aim to respond to customer enquiries within 1–2 business days.