Refund policy

Return & Refund Policy

Avorá London

Last updated: 18 June 2026

At Avorá London we want you to love what you ordered. If something isn't right, this policy explains when and how you can return an item and how refunds work. It applies alongside your legal rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 — nothing here affects those rights.

Your 14-day return window

You have 14 days from the day your order is delivered to request a return. Requests made after this period cannot be accepted.

To be eligible for a change-of-mind return, your item must be:

  • Unopened, unused and still sealed in its original packaging, with any hygiene seal or shrink-wrap intact
  • In the same condition you received it
  • Accompanied by your order number and proof of purchase

Hygiene & cosmetic items (please read before returning)

Because we sell beauty, skincare and personal-care products, hygiene rules apply. For health and safety reasons, the following cannot be returned or refunded once opened, unsealed or used, unless they are faulty:

  • Lip glosses, lip glazes and lip products
  • Cream blush, contour, highlighter and other applied cosmetics
  • Hair removal mousse, cream and kits
  • Brightening and exfoliating creams, sprays and masks
  • Hair growth serums and any roll-on or applicator product
  • The IPL hair removal device, once the hygiene seal is broken

If an item like these is still sealed and unopened, it can be returned within the 14-day window. Once the seal is broken, we can only accept it if it arrived faulty or damaged (see below).

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or you received the wrong product, you're covered regardless of the hygiene rules above. Please contact us within 48 hours of delivery with your order number and clear photos of the issue.

Where an item is confirmed faulty or incorrect, we will cover return postage and offer you a replacement, repair or full refund, in line with your rights under the Consumer Rights Act 2015.

For the LumiSmooth IPL device and any electrical goods, faults are covered under the manufacturer warranty and UK consumer law — contact us first and we'll guide you through it.

How to start a return

  1. Email Alexi1206@hotmail.com with the subject line "Return – [your order number]".
  2. Tell us which item(s) you'd like to return and why. Include photos if the item is faulty or damaged.
  3. We'll review your request and, if approved, send you the return address and instructions.

Please do not send items back before contacting us — returns sent without approval may not be processed.

Return shipping costs

For change-of-mind returns, you are responsible for the cost of return shipping. We recommend using a tracked service, as we cannot be held responsible for items lost in transit on the way back to us.

For faulty, damaged or incorrect items, Avorá London covers the return shipping cost.

Refunds

Once we receive and inspect your returned item, we'll email to confirm whether your refund has been approved.

  • Approved refunds are issued to your original payment method.
  • Please allow up to 5–10 business days for the refund to appear, depending on your bank or card provider.
  • Original shipping charges are non-refundable except where the item was faulty, damaged or incorrect.

Non-returnable items

The following cannot be returned or refunded:

  • Opened, unsealed or used cosmetic and personal-care products (unless faulty)
  • Items returned without prior approval
  • Items returned after the 14-day window
  • Gift cards and promotional free items
  • Sale or clearance items marked "final sale" (where applicable)

Cancellations

If you need to cancel an order, contact us as soon as possible at Alexi1206@hotmail.com. We process orders quickly, so if your order has already been dispatched it will need to follow the standard return process above.

Late or missing refunds

If you haven't received an approved refund after 10 business days, please first check with your bank or card provider, as processing times vary. If you've done this and still haven't received it, contact us at Alexi1206@hotmail.com and we'll help.

Contact us

Avorá London Email: Alexi1206@hotmail.com Website: avoralondon.store

We aim to respond to all return and refund enquiries within 1–2 business days.

This policy is provided as a general template tailored to Avorá London's products. It is not legal advice. For full compliance with UK and EU consumer law in your specific circumstances, consider having it reviewed by a qualified professional.