Returns & Refunds

Before requesting a return

Return eligibility may depend on the product, the condition of the item, the reason for the return and the applicable seller's terms.

If there is a problem with your order, contact The Avenue or the seller as soon as possible after receiving the item.

When a return may be considered

A return or refund may be considered in situations such as:

• You received the wrong item.
• The item arrived damaged.
• The item is significantly different from the seller's listing.
• Part of your order is missing.
• Another issue has occurred that makes the order unsuitable for use.

Items that may not be returnable

Certain products may not be eligible for return, depending on the product type and circumstances.

This may include:

• Items that have been used, damaged or altered after delivery.
• Personalized or custom-made products.
• Certain hygiene or personal-care products once opened.
• Perishable items.
• Products otherwise marked as non-returnable where permitted.

How to request a return

Keep the item and packaging

Where possible, keep the product, original packaging, labels, accessories and any other items included with the order until the issue has been resolved.

Returning an item without prior instructions may delay the return or refund process.

Refunds

If a refund is approved, the method and timing of the refund may depend on how the original payment was made and the payment provider involved.

Processing times may vary once a refund has been submitted.

Seller responsibilities

Sellers are responsible for accurately describing products and fulfilling accepted orders in accordance with their listings and applicable The Avenue policies.

Sellers may be asked to assist in resolving an order issue where a product is damaged, incorrect, missing or otherwise not as described.