Refund policy

Right of return

You have 30 calendar days from receipt of your order to request the return of an item.

For a return to be accepted, the item must:

Be in the same condition in which you received it

Be unused

Retain its labels

Be in its original packaging

You must also provide the receipt or proof of purchase.

How to initiate a return

To initiate a return, please contact us at:
info@avassilaque.com

Once your request has been received, we will provide you with the steps to follow.
Returns must be sent to the following address:

Calle Urbi 23-BJ, 48970 Basauri, Biscay, Spain

⚠️ Returns sent without having been requested and approved in advance will not be accepted.

Return shipping costs

Returns at the customer’s discretion: return shipping costs are borne by the customer, unless applicable law provides otherwise.

Defective, damaged or incorrect products: we will cover the costs of return and/or replacement.

Damage, defects or errors

Please inspect your order upon receipt.
If an item is defective, damaged or not the item ordered, contact us immediately so that we can assess the matter and offer an appropriate solution (replacement, refund or repair).

Exceptions — Non-returnable items

We do not accept returns of:

Perishable products (food, flowers or plants)

Personalised or made-to-order items

Personal care or hygiene products

Hazardous materials, flammable liquids or gases

Sale or discounted items

Gift cards

If you have any questions about a particular product, please contact us before purchasing.

Exchanges

We do not process direct exchanges.
The fastest way to obtain another item is to:

Request the return of the original product

Place a new order once the return has been approved

Right of withdrawal — European Union

If your order is shipped to a country within the European Union, you have the legal right to withdraw from the contract within 14 calendar days without giving any reason.

Conditions:

The period begins on the date you receive the order

The item must be unused, with its labels and original packaging

Proof of purchase is required

Refunds following EU withdrawal:

The full order amount will be refunded, including the original standard delivery costs

Return shipping costs are borne by the customer, unless otherwise stated

The refund will be issued no later than 14 calendar days after notice of withdrawal. We may withhold the refund until the returned product has been received.

Refunds

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

If approved, the refund will be made automatically to the original payment method

Processing may take up to 10 business days

Your bank or card issuer may take additional time to reflect the amount

If more than 15 business days have passed since approval and you have not received your refund, contact us at info@avassilaque.com.

Taxes, duties and charges

Applicable taxes and charges will be refunded only where required by law.
Customs duties are non-refundable.

Contact

For any questions concerning returns or refunds, email us at:
info@avassilaque.com