Returns & Exchanges

Introduction

A clear return process designed to protect both customers and luxury goods. We want you to feel confident when shopping with Aviorène. Please review our return and refund guidelines below before starting a return request. This policy applies to all orders placed through our website www.aviorenne.com.

By placing an order on our website, you acknowledge that you have read, understood, and agree to be bound by this Returns & Exchanges Policy.

1. Return Window

Unless an exclusion below applies, you may request a return within 15 days after delivery and must hand the approved parcel to the authorized carrier or return location within that same 15-day period. Returns sent late, without approval or to an unauthorized address may be refused or delayed.

2. Return Condition

A change-of-mind return must be in the same condition in which it was delivered and may be handled only as reasonably necessary to inspect fit, appearance and function. The item must be unused, unworn, unwashed, unaltered, undamaged and free from fragrance, cosmetics, pet hair, smoke, lint or other contamination.

• All original designer tags, Aviorène security tags, watch or jewelry seals and protective films must remain attached and unaltered.
• All accessories, spare parts, certificates, booklets, dust bags, cases, boxes and packaging supplied with the item must be returned.
• Shoes must be tried on a clean, soft surface and returned without sole wear or creasing beyond reasonable fitting.
• Handbags and accessories must not be filled, carried outside, treated, cleaned or exposed to moisture.
• Garments must be tried on carefully and must not show makeup, deodorant, stretching, tailoring or wear.
• The designer box or case must be placed inside protective shipping packaging; do not attach a courier label directly to it.

3. Items Not Eligible for Change-of-Mind Return

• Items clearly marked Final Sale, Non-Returnable or made subject to special sourcing terms before purchase.
• Personalized, engraved, monogrammed, altered, made-to-measure, made-to-order or otherwise customized products.
• Opened cosmetics, skincare, fragrance, candles or other products subject to hygiene or transport restrictions.
• Underwear, hosiery, face coverings and pierced jewelry, and swimwear where the hygiene seal has been removed.
• Items with removed or damaged security tags, watch/jewelry seals, authenticity labels or product tags.
• Products that have been registered with a manufacturer, activated, resized, serviced or had links removed unless the product page permits return and all original parts are included.
• Gift cards, store credit and digital products except where required by law.

An exclusion for change of mind does not remove rights relating to an item that is defective, materially not as described, damaged in transit or confirmed inauthentic.

4. Starting a Return

1. Email help@aviorene.com with your order number, the item you wish to return and the reason.
2. Wait for return authorization, the correct return address and any carrier label or customs documents.
3. Pack the item exactly as instructed, including all accessories and original packaging.
4. Hand the parcel to the specified carrier or drop-off location and retain the receipt and tracking number.

5. Return Shipping Costs

Aviorène provides an authorized DHL return label at no charge for every eligible return. No standard return-shipping fee will be deducted from the refund. The customer must follow the return authorization, packaging, customs and carrier instructions provided by Customer Care. We do not reimburse unauthorized shipping, upgraded services, independently purchased insurance or packages sent without approval unless required by law.

6. Country of Return

A return must normally be sent from the same country or region to which the order was delivered. Cross-border returns arranged independently may create customs liabilities and may be rejected. Contact us before traveling with or returning an item from another country.

7. Inspection and Acceptance

Returned goods are inspected for identity, condition, wear, alterations, missing parts, security-tag integrity and conformity with the return request. We may use photographs, product records, serial information and independent review. If a return does not comply, we may refuse the refund, reduce it to reflect diminished value where lawful, or arrange redelivery at your cost.

8. Refund Timing and Method

After an eligible return is received, inspected and approved, we normally initiate the refund within 3 business days to the original payment method. Your bank or payment provider may take up to 14 additional days to display the funds. We are not responsible for provider processing time or currency-conversion differences.

9. Shipping, Tax and Duty Refunds

• Original delivery charge. Not refunded for a change-of-mind return unless required by law or stated in a promotion. It is refunded when the entire order is returned because of our error or a qualifying defect.
• Included duties and taxes. Import duties, import taxes and destination taxes collected by Aviorène and attributable to an approved returned item will generally be included in the refund to the extent recoverable or required, subject to customs, tax and payment-provider rules.
• Unrecoverable or customer-caused charges. We may be unable to refund charges retained by an authority, carrier or broker, or costs caused by inaccurate information, refusal, unauthorized routing or failure to follow return instructions, except where applicable law requires otherwise.
• Partial returns. Order-level discounts, shipping thresholds and promotions may be recalculated. The refund may be adjusted if the remaining order no longer qualifies for the benefit and the promotion terms permit adjustment.

10. Damaged, Defective or Incorrect Items

Contact us promptly and before using, repairing or discarding the item or packaging. We may offer return, repair, replacement, price reduction or refund depending on the issue, availability and applicable law. Do not arrange repair or authentication at our expense without written approval.

11. Authenticity Returns

Authenticity concerns are handled under the Authenticity Guarantee. We may require inspection by Aviorène or an independent specialist. If an item is confirmed not authentic, we will refund the purchase price, original Aviorène shipping charge and reasonable authorized return costs.

12. Excessive or Abusive Returns

We may restrict accounts or refuse future orders when return behavior indicates wear-and-return, substitution, tag tampering, false claims, repeated unauthorized returns, commercial use or fraud. This does not affect valid statutory rights for goods that are defective or not as described.

Return Address

Authorized returns must use the DHL label and instructions supplied by Customer Care. Unless we provide a different item-specific destination, the return address is: Unit 1603, Block C2, Hang Wai Industrial Centre, 6 Kin Tai Street, Tuen Mun, New Territories, Hong Kong SAR. Do not send any item without prior return approval.