30 DAY MONEY BACK GUARANTEE AND REFUND POLICY
At AVA, we want to ensure that you are 100% happy with your purchase. Our policy offers a full refund for a successful return that is requested within 30 days of your date of purchase.
Reasons for a return could include that the product is faulty, damaged, isn’t as described, isn’t as expected or simply that you have changed your mind.
To be eligible for a no questions asked return and refund, your item must be unused and in the same condition that you received it. Your item must also be in the original packaging.
At AVA, we are passionate about our products and want them to last. We would love to know what went wrong and how we can improve, so please include details about the reason for your refund request if you reach out to us directly.
HOW DO I REQUEST A RETURN?
To request a return:
Contact our Customer Service team via the website within 30 days of delivery. On the contact form, provide your Order Number, a brief description of the issue and any image attachments that may help us better understand the issue.
Once we’ve had a chance to review the request, we will be in touch about the return process. Once the return has been received and inspected, we will process a refund.
WHEN DO I RECIEVE MY MONEY BACK?
Once we have accepted the return, AVA and our payment partners make every attempt to process the refund as quickly as possible. Your financial institution can take up to 20 days for the refund to reflect in your bank account/card. More details can be found via Stripe.com at Customer refund processing time, Paypal.com at Where is my refund and Klarna How and when will I recieve my refund.
WARRANTY AND REPAIR POLICY
Are you the DIY type? We are more than happy to send out individual parts and all the tools and guides required to complete simple repair jobs to you directly. AVA machines are designed to be easy to repair, and we have step by step videos you can follow along.
If your machine has a problem, first we ask that you contact us directly via our Customer Service.
Often we can identify the issue and correct it over e-mail or telephone if necessary. If an external part is damaged, for example a broken wheel, we can arrange to send you a replacement part and a guide to fix your machine.
If we decide that a return and exchange is necessary, we will then get you in touch with our UK warehouse team via telephone who can arrange a day for pickup of the defective unit. Once we have confirmed a date for pickup, we can ship you a replacement machine.
Our customers’ satisfaction is at the heart of how we operate throughout our organization.
If you have any technical or order related queries, do not hesitate to contact us via our Customer Service. Our Customer Service team is extremely knowledgeable and friendly. They work quickly to resolve issues.
If after you attempt to resolve issues with Support staff, you still feel that the product you purchased does not best fit your requirements, we will make every attempt to make things right.