Return and Refund Policy

At Avella NYC, your satisfaction matters to us. We offer a 30-day satisfaction guarantee, beginning on the date your order is delivered.

Refund Requests

To request a refund, contact us within 30 days of delivery at info@avellanyc.com and include:

• Your full name
• Order number
• A brief explanation of the issue
• Photos of the product when applicable

Please contact us before returning any item. Returns sent without prior approval may not be accepted.

Opened or Used Products

Because our products are consumable personal-use items, opened or used bottles are generally not eligible for physical return due to health and safety considerations.

However, refund requests submitted within the 30-day satisfaction period will be reviewed individually. We may request photos or additional information before approving a refund.

Unopened Products

Unopened and unused products may be eligible for return within 30 days of delivery. Products must be in their original packaging and in resellable condition.

Unless the product arrived damaged, defective, or incorrect, customers are responsible for return shipping costs. Original shipping charges are non-refundable.

Damaged, Defective, or Incorrect Orders

Please inspect your order when it arrives. If your product is damaged, defective, leaking, or incorrect, contact us within 7 days of delivery with your order number and clear photos.

Once verified, we may offer a replacement or refund at no additional cost.

Missing or Lost Packages

If your tracking information shows that your package was delivered but you cannot locate it, please check with household members, neighbors, your building management, and the shipping carrier first.

If the package remains missing, contact us as soon as possible. We will investigate the shipment and assist with the next available steps.

Avella NYC is not responsible for orders delivered to an incorrect shipping address provided by the customer at checkout.

Order Cancellations & Changes

Orders may only be changed or canceled before they enter processing or fulfillment. Please contact us as soon as possible after placing your order.

Once an order has entered fulfillment, we cannot guarantee that changes or cancellations can be accommodated.

Refund Processing

Approved refunds will be issued to the original payment method.

Please allow 5–10 business days for your financial institution to process and post the refund after it has been issued.

Shipping charges are non-refundable unless the order was damaged, defective, incorrect, or was never delivered due to our error.

Abuse & Policy Misuse

To protect the integrity of this policy and ensure fair treatment for all customers:

• Repeated refund requests may be subject to additional review.
• Fraudulent, misleading, or abusive claims may result in the denial of a refund or replacement request.
• We reserve the right to refuse future refund requests from customers who repeatedly misuse or abuse this policy.
• Accounts associated with chargeback fraud, false claims, or other forms of policy abuse may be restricted from placing future orders.

Final Sale Items

Gift cards and products clearly marked as Final Sale are not eligible for return or refund, except where required by applicable law.

Contact Us

If you have any questions regarding this Return & Refund Policy or would like to request a refund, please contact us:

Avella NYC
Email: info@avellanyc.com
Website: avellanyc.com