Refund policy

Return & Refund Policy

At Avelzi, we want you to be completely satisfied with your purchase. We understand that you may change your mind or experience an issue with a product you ordered. This Return & Refund Policy explains our return procedures, eligibility requirements, refund and exchange conditions, and your responsibilities when returning an item.

Terms and Conditions of Return

To be eligible for a return, please ensure that the following conditions are met:

  • Products must be returned in their original condition, with all labels and tags intact and without signs of use, wear, damage, or alteration.

  • Products must be returned in their original packaging and properly packed to prevent damage during transit.

  • Return requests must be made within 14 days of receiving your order.

  • If the returned product does not meet the conditions above—for example, if it has been used, worn, damaged, soiled, or is missing labels or packaging—50% of the product amount may be deducted from the refund or store credit, and the item will not be eligible for exchange.

Return Procedure

If you would like to return a product, please follow these steps:

  1. Contact Avelzi Customer Support and let us know that you would like to return your item. Please include your order details and the reason for the return.

  2. Once your return request has been reviewed and accepted, we will provide you with the applicable return instructions and return label.

  3. Carefully pack the product in its original packaging to ensure that it is adequately protected during transit.

  4. Hand the package over to the designated carrier according to the instructions provided with your return label.

Return Label Validity

Once a return label has been issued, you have a maximum of 30 days to hand the package over to the carrier.

After this period, the return label may be automatically canceled, and the return may no longer be accepted. No additional return request for the same order may be accepted once the authorized return period has expired.

Important Shipping Information

Packages that exceed the carrier's permitted size or weight limits, are inadequately packaged, or otherwise fail to comply with the carrier's shipping requirements may result in additional charges.

If the shipping carrier charges Avelzi additional fees due to improper packaging, oversized parcels, or similar issues, the applicable amount may be deducted from your refund after the returned item has been received and inspected.

Please follow all provided packaging and shipping instructions carefully to help prevent delays or additional charges.

Once we receive and inspect your returned product, we will process the applicable refund or exchange in accordance with this policy.

Refunds and Exchanges

Exchanges

Eligible exchanges, such as a change of size, color, or other available variation, are free of charge regardless of your shipping location. No return shipping fee will be charged for an approved exchange.

Exchange availability is subject to product availability at the time your return is processed.

Damaged, Defective, or Incorrect Items

If you receive a product with a manufacturing defect, receive the wrong item, or experience another issue caused by Avelzi, you will not be responsible for applicable return shipping charges.

Please contact our Customer Support team as soon as possible and provide your order information along with details of the issue.

Refund Processing

Once your return has been received, inspected, and approved, your refund will be processed according to the approved return method.

If a refund is issued to your original payment method, please allow a minimum of 10 business days from the date the return is approved for processing.

Additional processing time may be required by your bank, credit card provider, or payment service before the refunded amount appears in your account.

Exceptions to Returns

Certain products may not be eligible for standard returns or may be subject to additional return conditions. These may include:

  • Sale or promotional items offered at a discounted price for a limited period

  • Customized or personalized products

  • Special-order products

We recommend reviewing any product-specific return conditions before placing your order.

Customer Service

If you have any questions regarding a return, refund, exchange, or your eligibility under this policy, please contact the Avelzi Customer Support Team.

Email: info@hepstop.com

Our team will be happy to assist you with your return or resolve any issues relating to your order.

Avelzi reserves the right to review returned products before approving a refund or exchange and to apply this policy in accordance with applicable consumer protection laws.