When Aavro accepts a return on a made-to-order product, how to raise a request, and how refunds are calculated and paid.
Change of mind — not accepted. Every item is made to order with your own photo, text and chosen options, so a finished piece cannot be resold.
Damaged, defective, wrong or missing — accepted within 2 days of delivery, with photos and an unboxing video of the parcel.
Collection is free — we arrange and pay for the courier pickup. For an item missing from the parcel there is nothing to send back.
You choose a free replacement of the same item, or a refund.
Cancellation — any time before dispatch, for a full refund of everything you paid.
We refund what you actually paid for the returned item: its share of the price after any discount, including the GST on it. Standard delivery is free, so there is no delivery charge to refund.
Charges that are not for the item itself stay with the order when you return something — the cash handling fee on a cash-on-delivery order (the cash was collected at your door), gift wrap, and a paid express delivery charge. The return screen names whichever of these your order carries, with the amount, before you submit. Where a whole order is cancelled instead, everything you paid is refunded.
The refund is issued once the item is back with us and checked, to your original payment method or to your store credit where you choose that.
From "My Orders" on your account, or from Track Order if you ordered as a guest. Photos are required with every request, and an unboxing video for any parcel that reached you, so please keep the item and its packaging until the request is settled. One return may be open at a time per order.
This is a summary of the terms that matter most. The full policy is on this page, and our About and Support pages carry our business details and the ways to reach a person.