Refund policy

Returns & Refunds Policy

Last updated: 15 October 2026

At AVENRO, customer satisfaction is important to us. We are committed to providing quality oral care products and a straightforward, transparent shopping experience.

Please read our Returns & Refunds Policy carefully before making a purchase.

1. Our 30-Day Return Policy

We offer a 30-day return window from the date your order is delivered.

To be eligible for a change-of-mind return, your product must:

Be unused and unopened.
Remain in its original, sealed packaging.
Be in the same condition as when it was delivered.
Include proof of purchase or a valid order number.

Important: For hygiene and safety reasons, we cannot accept change-of-mind returns of sealed oral care products once their protective seal has been broken, where the applicable legal exemption applies.

This does not affect your statutory consumer rights.

2. How to Request a Return

To request a return, please contact our customer support team at:

support@tryavenro.com

Please include:

Your full name.
Your order number.
The reason for your return.
Photographs, if your item is damaged or incorrect.

Once your request has been reviewed, we will provide return instructions and the appropriate return address.

Please contact us before sending items back so we can help process your return efficiently.

3. Damaged, Faulty or Incorrect Products

We take care when preparing and dispatching every AVENRO order.

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at support@tryavenro.com.

Depending on the circumstances and your legal rights, we will arrange an appropriate replacement, repair, price reduction or refund.

Where required by law, AVENRO will cover reasonable return shipping costs for faulty or incorrect products.

4. Refund Processing

Once we receive and inspect an eligible returned item, we will notify you of the refund status.

Approved refunds will be issued to your original payment method.

We aim to process eligible refunds within 10 business days, subject to any shorter statutory refund deadlines.

Please allow additional time for your bank or payment provider to process the transaction.

If you have not received an approved refund, please contact support@tryavenro.com.

5. Hygiene & Safety Restrictions

As AVENRO specialises in oral care products, maintaining high hygiene and safety standards is essential.

Where the legal hygiene exemption applies, sealed products that have been unsealed after delivery cannot be returned simply because you have changed your mind.

This may include:

Teeth whitening strips.
Toothpaste and oral care gels.
Other qualifying sealed oral hygiene products.

Unopened products in their original sealed packaging may be returned within our 30-day return window, subject to the conditions outlined in this policy.

These restrictions do not apply to your statutory remedies for faulty, damaged or misdescribed products.

6. Subscription Orders

If you purchase AVENRO products through a subscription, your selected products will be delivered and billed according to the subscription frequency agreed at checkout.

You may manage or cancel future subscription deliveries in accordance with the subscription terms provided when you signed up.

Cancelling a subscription does not automatically cancel orders that have already been processed or dispatched.

Subscription deliveries are subject to applicable consumer rights and the return conditions outlined in this policy.

We do not offer a separate satisfaction or money-back guarantee for used products.

7. Return Shipping Costs

For voluntary change-of-mind returns, customers are responsible for return shipping costs.

For eligible cancellations under statutory consumer rights, return shipping costs will be handled in accordance with applicable law and the information provided before purchase.

For faulty, damaged or incorrect products, AVENRO will cover reasonable return shipping costs where required by law.

We recommend using a tracked shipping service and retaining proof of postage.

8. Exchanges

We do not currently offer direct exchanges for change-of-mind purchases.

If you would like a different product, you may return an eligible unopened item and place a new order.

This does not affect your statutory rights to remedies for faulty or incorrect goods.

9. Your Legal Consumer Rights

Nothing in this policy excludes or limits your statutory consumer rights.

For customers in the United Kingdom, applicable legislation includes:

Consumer Rights Act 2015.
Consumer Contracts Regulations 2013.

For most eligible online purchases, consumers have 14 days after receiving their goods to notify the retailer that they wish to cancel, followed by a further 14 days to return the goods.

Certain exemptions may apply, including qualifying sealed products that are not suitable for return for health protection or hygiene reasons once unsealed.

Statutory refund requirements, including applicable original standard delivery charges, will be honoured.

Where we sell to customers outside the UK, applicable mandatory local consumer protection laws will also be respected.