Refund policy
Return & Refund Policy
Last updated: August 2026
At Avenlo Beauty, we want you to feel comfortable ordering from us.
We know that buying beauty products online is different from standing in a shop and seeing the product in your hands. Sometimes a parcel can arrive in less-than-perfect condition. Sometimes the product simply isn't what you expected.
When something goes wrong, our first priority is to make the situation right — without making you go through a complicated process.
This policy explains what happens if you receive a damaged product, if your order arrives with an issue, or if you simply change your mind.
1. If your product arrives damaged
If your product arrives damaged, broken, leaking, opened, or otherwise unsuitable for use, please contact us at:
Please include your order number and, where possible, clear photographs of the product and its packaging.
We may ask for photographs because they allow us to understand what happened during transit and resolve the issue without unnecessary back-and-forth.
Our preferred solution: a free replacement
When a product has been damaged during delivery or arrives in a condition that makes it unsuitable for use, we will arrange a replacement at no additional cost to you.
You will not be asked to pay for the replacement product or its delivery.
Where we need the original item returned, we will provide instructions for the return and cover the reasonable return shipping cost.
Once approved, a new product will be sent to you.
You should never have to pay twice because your original order arrived damaged.
2. If you receive the wrong product
If we have sent you a different product from the one you ordered, please contact us at sup@avenlobeauty.com as soon as possible.
We will review the order and, where the error is confirmed, arrange the appropriate replacement or other remedy at no additional cost to you.
Please do not send the product back before contacting us. We will provide the return instructions if a return is required.
3. If you simply change your mind
We understand that sometimes you may receive your order and decide that it isn't for you.
For eligible online purchases, UK consumer law may give you a statutory cancellation right even when the product is not faulty. Where that statutory right applies, we will honour it.
However, certain sealed products may fall within an exception once their seal has been broken for health or hygiene reasons. This can be particularly relevant to beauty and cosmetic products.
For that reason, please do not open or use a beauty product if you think you may want to return it.
Where a statutory cancellation right does not apply and you simply decide that the product isn't right for you, Avenlo Beauty may offer a store voucher so you can choose something else from our collection.
We believe this is often more useful than leaving you with a product you don't want.
Any voucher offered will be communicated to you before it is issued, including its value and any applicable conditions.
4. If the product you want to exchange is unavailable
Occasionally, a particular product, shade, colour or variation may sell out before we can process your exchange.
If the exact replacement is unavailable, we will offer you a store voucher based on the value of your original purchase, plus an additional 10%, which can be used toward another product available in the Avenlo Beauty store.
For example, if your eligible purchase was £30, your replacement store voucher would be worth £33.
The additional 10% is our way of giving you something extra when we cannot provide the exact replacement you originally wanted.
This additional voucher offer does not limit or replace any statutory refund or cancellation rights that may apply to your purchase.
5. Delivery damage and returns
If your order appears damaged when it arrives, please take a photograph of the parcel and product before disposing of the packaging.
This is not intended to make the process difficult for you. It simply helps us investigate shipping problems with our delivery partners.
If a return is required because the product was damaged, defective, incorrect, or otherwise covered by our replacement process, we will not ask you to pay the return shipping cost.
Please contact us first rather than sending anything to an address found elsewhere online. We will provide the correct return instructions for your order.
6. Delivery taking longer than expected
Our standard estimated delivery window is 7–17 days, although actual delivery times can vary depending on the destination, customs processing, carrier conditions and other circumstances outside our direct control.
If your order takes longer than the estimated window, please contact us at:
We will check the status of your shipment and help you understand what is happening.
Where a delivery delay is significantly beyond the expected delivery window, we may offer a store voucher or discount as a gesture of goodwill, depending on the circumstances of the delay.
Any such compensation is offered in addition to, and does not remove, any legal rights you may have regarding delivery or cancellation.
7. How to contact us
For every return, exchange, damaged-product report, delivery issue or refund-related request, please use:
This is the official customer support email for Avenlo Beauty.
Please do not send return requests to other email addresses or contact addresses found elsewhere online. This helps us keep your order and support history together and prevents delays in resolving your request.
When contacting us, please include:
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Your order number
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The email address used for the purchase
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A brief description of the issue
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Photographs or video where they help show the problem
We will review your request and respond with the next steps.
8. Your legal rights
Nothing in this policy is intended to remove, restrict or replace any rights you have under applicable consumer protection law.
If the law gives you a right to a refund, replacement, repair, cancellation or another remedy, that right remains available regardless of the goodwill solutions described in this policy.
Our aim is simple: when something goes wrong, we want to solve it fairly and without making you chase us for an answer.
Avenlo Beauty
Customer Support: sup@avenlobeauty.com