Refund policy

Return & Refund Policy

Last updated: 16 October 2026

At Avenorie, we take pride in offering beautiful, carefully selected jewellery. We aim to ensure that every order arrives in excellent condition and meets your expectations.

Please review our return and refund policy before making a purchase.

1. General Return Policy

Avenorie does not offer voluntary returns, exchanges or refunds for change of mind, incorrect style or size selection, or personal preference.

We accept returns for defective, damaged or incorrect items, as well as returns required under applicable South African consumer protection laws.

2. Damaged, Defective or Incorrect Jewellery

If you receive jewellery that is damaged, defective or different from what you ordered, please contact us at hello@avenorie.co.za.

To help us assess and resolve your request, please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the jewellery showing the issue, where possible

We encourage customers to report issues within 48 hours of delivery to help us investigate delivery-related damage quickly. This is a recommendation only and does not limit statutory return rights.

Under the Consumer Protection Act, qualifying defective goods may be returned within six months of delivery, at the supplier's risk and expense. Customers may choose a repair, replacement or refund as provided by law.

3. Change-of-Mind Returns

Avenorie does not offer additional voluntary returns for change of mind.

However, eligible online purchases are subject to the seven-day cooling-off period under Section 44 of the Electronic Communications and Transactions Act.

Customers may cancel eligible purchases without providing a reason within seven calendar days after receiving their order.

Where this right applies:

  • Customers must notify us within the seven-day period.

  • Customers may be responsible for the direct cost of returning the item.

  • A full refund will be issued within 30 days of cancellation, as required by law.

Statutory exceptions to the cooling-off period will apply where relevant.

4. Personalised Jewellery

Personalised or custom-made jewellery, including engraved pieces and personalised name necklaces, cannot ordinarily be returned due to change of mind.

This is consistent with the statutory cooling-off exceptions for goods made to a customer's specifications or clearly personalised.

If personalised jewellery is defective, damaged or incorrectly produced, applicable consumer protection rights remain in effect.

5. Non-Eligible Voluntary Returns

Outside applicable statutory rights, Avenorie does not accept returns for:

  • Change of mind or personal preference

  • Incorrect size or style selected by the customer

  • Jewellery damaged through misuse, accidents or improper care

  • Normal wear and tear

  • Worn earrings returned solely for hygiene-related reasons

  • Personalised jewellery that was correctly produced

Nothing in this section excludes returns or remedies required by law.

6. Return Shipping

For verified defective, damaged or incorrect items where the law requires a return at our expense, Avenorie will arrange or cover the relevant return shipping costs.

For eligible change-of-mind cancellations under the statutory online cooling-off period, customers may be responsible for direct return shipping costs.

Customers must contact us for the appropriate return instructions before sending an item back.

7. Refunds and Replacements

Once a returned item is received, we will assess it where necessary and communicate the outcome.

Where a statutory remedy applies, customers will be offered the remedy to which they are legally entitled, including repair, replacement or refund.

Approved refunds will be issued to the original payment method wherever possible.

Refund processing will comply with applicable legal deadlines. Additional time may be required for funds to reflect, depending on the payment provider or bank.

8. Lost or Undelivered Orders

If your order has not arrived within the communicated delivery timeframe, please contact us.

We will investigate the delivery status and provide the appropriate remedy in accordance with applicable consumer law.

9. How to Contact Us

For all return, refund or order-related enquiries, please contact:

Avenorie Customer Care

Email: hello@avenorie.co.za

Website: https://avenorie.co.za

Location: Johannesburg, South Africa

Please include your order number when contacting us so we can assist you efficiently.

10. Consumer Rights

This policy is governed by applicable South African law, including the Consumer Protection Act 68 of 2008 and Electronic Communications and Transactions Act 25 of 2002.

Nothing in this policy excludes, limits or overrides any statutory consumer rights.