Refund policy

4. Refund and Return Policy

Legal Right of Withdrawal — European Union

When acting as a consumer, the customer generally has 14 calendar days from receipt of the product to notify us of their decision to withdraw from the purchase, without having to give a reason.

To exercise this right, the customer must send an unambiguous statement before the deadline to contact@tryavelune.com, or use the model form at the end of this policy.

The customer then has 14 days from the date they send their withdrawal notice to return the products.

Exceptions to the Right of Withdrawal

Under applicable regulations, the right of withdrawal may be excluded in particular for:

  • goods that are likely to deteriorate or expire rapidly;
  • sealed goods that cannot be returned for health protection or hygiene reasons once their seal has been removed after delivery;
  • personalized products;
  • digital content supplied immediately after the customer has expressly consented and waived their right of withdrawal, where these conditions are met.

Opening a product excludes the right of withdrawal only when the legal requirements for the relevant exception are actually met.

AVELUNE 90-Day Commercial Guarantee

In addition to statutory rights, AVELUNE allows customers to request a return of an eligible product within 90 days of delivery.

To qualify for this commercial guarantee, the product must be:

  • unopened, unused, and still sealed;
  • in its original packaging and in a condition suitable for resale;
  • accompanied by proof of purchase from tryavelune.com.

This commercial guarantee does not limit or replace the legal right of withdrawal, the statutory warranty of conformity, or the warranty for hidden defects.

Return Request

Before sending any item, contact contact@tryavelune.com and provide:

  • your full name;
  • your order number;
  • the product concerned;
  • the reason for your request;
  • photographs in the event of damage, a defect, or an incorrect item.

Once the request is approved, we will provide the return instructions and address.

Returns sent without a prior request or to a different address may not be properly identified.

Return Shipping Costs

For returns under the legal right of withdrawal or the 90-day commercial guarantee, the customer is responsible for the direct return shipping costs, unless otherwise stated or required by law.

If the product received is defective, damaged, non-conforming, or incorrect, AVELUNE will cover reasonable return costs or provide a prepaid shipping label.

We recommend using a tracked shipping service. The customer is responsible for providing proof of shipment until the return is received, subject to any mandatory applicable rules.

Refunds

After receiving and inspecting the return, we will inform the customer whether the request has been accepted or provide the reason for any rejection.

For a valid legal withdrawal, the refund includes the amounts paid, including the initial standard delivery costs when the entire order is returned. Any additional costs resulting from the customer choosing a more expensive delivery method than the standard option will not be refunded.

The refund will be issued using the same payment method used for the order, unless the customer expressly agrees otherwise, within a maximum of 14 days from notification of the withdrawal. AVELUNE may withhold the refund until it has received the product or the customer has provided proof of shipment, whichever occurs first.

Under the 90-day commercial guarantee, the refund will be processed after the return has been received and approved. Additional processing time may be required before the funds appear in the customer’s account.

Damaged, Defective, or Incorrect Products

Customers are encouraged to check their order upon receipt and promptly contact contact@tryavelune.com if there is a problem. Depending on the circumstances and applicable rights, AVELUNE may offer a replacement, bring the product into conformity, reduce the price, or issue a refund.

Statutory Warranties

Consumers benefit from the statutory warranty of conformity under the conditions set out in the Consumer Code, as well as the warranty for hidden defects under the conditions set out in the Civil Code. These warranties apply independently of the 90-day commercial guarantee.

Cancellation Before Shipment

Cancellation requests may be sent to contact@tryavelune.com. If the order has not yet entered processing or been shipped, we will do our best to cancel it. If it has already been shipped, the customer may exercise their return rights under this policy.

Exchanges

To ensure prompt handling, we may ask the customer to return the product and place a new order, except when a replacement is required under a statutory warranty.

Model Withdrawal Form

To the attention of Nexvora Ventures LLC / AVELUNE, email: contact@tryavelune.com,

“I hereby notify you of my withdrawal from the contract for the sale of the following goods:

  • Product ordered:
  • Order number:
  • Order date:
  • Date received:
  • Consumer’s name:
  • Consumer’s address:
  • Consumer’s signature (only if this form is submitted on paper):
  • Date:”