Refund & Return Policy

Last updated: April 7, 2025

At Avystone, we are committed to delivering reliable, quality products—but we understand that sometimes changes or issues occur. This policy outlines our approach to cancellations, returns, refunds, and resolutions for delivery issues.

For any queries not covered here, please email [email protected] with your order number, a description of the issue, and any relevant images.

📦 Cancellation Policy

Unpaid Orders:
Customers may cancel unpaid orders by contacting us directly at [email protected]. Please include your order details, and we will process the cancellation promptly.
Paid Orders:
If your order has already been paid for but has not yet shipped, cancellation requests will be handled on a case-by-case basis. Please contact our support team as soon as possible.
Shipped Orders:
Orders cannot be canceled once they have been dispatched or once production (including any customization or packaging) has begun.

🔁 Return Policy

We accept return requests within 14 days of delivery. However, returns may not be possible in all cases, particularly for products that are:

Customised, made to order, or part of a limited run
Used, damaged, or no longer in their original packaging
Outside the specified return timeframe

To request a return, please email [email protected] before sending any items back. We may request photos or videos for assessment. Unauthorized returns may not be accepted or refunded.

If a return is approved:

The item must be returned unused and in its original condition within 14 days of approval.
You are responsible for return shipping unless the item is confirmed to be faulty or incorrect.
Outbound shipping costs are non-refundable.
Due to international fulfillment, returns may not always be logistically or economically feasible. In such cases, we may offer a partial refund or resend the item without requiring its return.

💸 Refund Policy

Refunds are processed under the following conditions:

Approved refunds will be issued to the original payment method.
We aim to process refunds within 7 working days of receiving and inspecting returned items or once a refund request has been approved by us.
Refunds may be partial if the item shows signs of use, damage, or if components are missing.
Outbound shipping fees are non-refundable, except where we are at fault.
If your refund is delayed or not received, please contact your payment provider before reaching out to us.

We reserve the right to decline refund requests if:

The return was not authorized in advance
Items are returned in unacceptable condition
Return timelines are not met

🛠 Faulty, Damaged, or Incorrect Items

If you receive an item that is defective, damaged in transit, or incorrect:

Contact us within 14 days of delivery.
Provide your order number, a brief description of the issue, and supporting photos/videos.
We will assess the situation and, if appropriate, offer a replacement, refund, or alternative resolution. In most cases, we will reship the item if possible.

📭 Lost or Undelivered Packages

If your order has not arrived within the expected delivery window and tracking shows no recent updates:

Please contact us so we can initiate an investigation.
If the package is confirmed as lost in transit, we will offer a replacement or a full refund.

Additional Information

Always wait for our approval before returning an item.
Keep proof of postage and tracking information for all returns.
We are not responsible for items lost or damaged during return transit.
This policy is subject to change without prior notice. Updates will be posted on our website.

By placing an order with Avystone, you agree to the terms of this policy.

For support, please email [email protected].