Return & Refund Policy

Return & Refund Policy

Last updated: January 31, 2025

This Return & Refund Policy applies to all purchases made through Avora, operated by Sparrow Ventures LLC.

1. Company Information

Trade Name: Avora
Legal Entity: Sparrow Ventures LLC

Registered Address:
8206 Louisiana Blvd NE, Ste A #4918
Albuquerque, New Mexico 87113
United States

Contact Email: contact@avora-store.com

2. 30-Day Protection Guarantee

We offer a 30-day protection guarantee covering legitimate product issues only, starting from the date of delivery.

This guarantee applies only in the following cases:

  • The item arrives damaged

  • The item is defective

  • The wrong item was received

  • The order is lost or stolen during transit (subject to verification)

For customers located in the United Kingdom and European Economic Area, you have the legal right to cancel your order within 14 days of delivery under applicable consumer protection laws.

This right applies even if the product is not defective.

To exercise your right of cancellation, you must contact us within 14 days of receiving your order at:

contact@avora-store.com

Returned items must be:

Unused
Unopened
In original packaging
With all seals intact

Customers are responsible for return shipping costs unless the item is defective or incorrect.

Refunds will be processed within 14 days of receiving the returned item using the original payment method.

Original standard shipping costs paid at checkout will also be refunded where required by law.

This policy does not affect your statutory rights under applicable consumer protection laws, including the UK Consumer Rights Act 2015.

3. Eligibility Conditions

To be eligible for a return, replacement, or refund:

  • The issue must be reported within 30 days of delivery

  • The item must be unused, unopened, with all seals intact, and in its original packaging

  • You must provide clear, unedited photos or videos showing:

    • The defect or issue

    • The product packaging

    • The order number clearly visible in the frame

  • The order number must be provided

Requests submitted after the 30-day period will not be accepted.

4. Non-Eligible Situations

We do not accept returns or refunds for:

  • Normal wear and tear

  • Damage caused by misuse, improper handling, or failure to follow product instructions

  • Orders delivered correctly but refused by the customer

  • Incorrect or incomplete shipping address provided by the customer

  • Claims submitted without sufficient proof

  • Items showing signs of use, including removed tags, scratches, marks, altered packaging, or missing accessories

We do not offer returns or refunds for change of mind outside of the 14-day legal cooling-off period applicable to UK and EEA customers.

5. Resolution Process

Once your claim is reviewed and approved, we will offer one of the following, based on the nature of the issue and available inventory:

  • A free replacement, or

  • A refund to the original payment method

Refunds are processed within 5–10 business days after approval.
Processing times may vary depending on your bank or payment provider.

Priority Resolution

Customers who contact us within 7 days of delivery and provide complete evidence will receive expedited review (24–48 hours).

6. Lost, Stolen, or Damaged Packages

If your package is marked as delivered but is lost, stolen, or arrives damaged, please contact us within 30 days of the delivery date.

Claims must include:

  • Order number

  • Tracking or delivery confirmation

  • Supporting evidence (photos, police report, or signed carrier affidavit if applicable)

Approved claims will be resolved with a replacement or refund.

7. Return Authorization

Before returning any item, you must contact us at contact@avora-store.com to request authorization.

Unauthorized returns will not be accepted or processed.
If approved, return instructions will be provided.

8. Shipping Costs

If the issue is due to a defective, damaged, or incorrect item, return shipping costs will be covered by us.

In all other cases, return shipping costs are the responsibility of the customer.

For UK orders, import duties, VAT, or customs handling fees (if applicable) are the responsibility of the customer unless otherwise stated at checkout.

9. Chargebacks & Disputes

We strongly encourage customers to contact us directly before initiating a chargeback or payment dispute.

Contacting us first helps us resolve your issue faster and protects your eligibility for future purchases.

Chargebacks filed without prior contact, or for reasons covered under this policy, may result in additional verification requirements for future orders.

10. Sale & Promotional Items

Items purchased during sales, with discount codes, or marked as “Final Sale” are not eligible for return or refund for change of mind, unless defective or faulty upon arrival.

11. Policy Updates

We reserve the right to update or modify this Return & Refund Policy at any time.
Changes take effect immediately upon being posted on this page.
The version active at the time of your purchase applies to your order.

12. Contact Us

For any questions regarding returns or refunds, please contact us at:
contact@avora-store.com