Returns & Refunds

At AVAHEL, every detail matters. From the selection of our timepieces to the finishing of our jewellery, we are committed to delivering a considered and exceptional experience.

We want every AVAHEL purchase to feel right. If your order does not meet your expectations, our team is here to assist you with a return, exchange, or eligible refund in accordance with the policy below.

1. Return & Exchange Window

You may request a return or exchange within 7 calendar days of receiving your order.

To be eligible, your item must meet all of the following conditions:

• Original condition: The item must be unworn, unused, undamaged, and free from scratches, signs of wear, or alterations.
  
  
• Complete presentation: The item must be returned with its original AVAHEL packaging, including the presentation box, pouches, inserts, protective seals where applicable, and authenticity or warranty cards supplied with the order.
  
  
• Proof of purchase: Your order number, confirmation email, or receipt must be provided.
  
  
• Product integrity: The item must not have been resized, engraved, modified, or otherwise altered after delivery.

For watches and jewellery, we recommend handling the item carefully and retaining all packaging until you are certain of your purchase.

All returns are subject to inspection and approval by AVAHEL.

2. How to Request a Return or Exchange

To ensure a smooth and secure process, please follow these steps:

Step 1 — Contact our team

Email support@avahel.com or contact us through our official WhatsApp support channel within the seven-day return window. Include your order number, the reason for your request, and clear photographs or a video of the item where relevant.

Step 2 — Receive authorisation

Our team will review your request and, if approved, provide the return instructions and the applicable return address.

Step 3 — Prepare your return

Securely package the item with all original accessories, documentation, and presentation materials. We recommend using protective outer packaging to help prevent damage in transit.

Step 4 — Inspection and resolution

Once your return reaches us, our team will inspect the item and notify you of the outcome. Approved requests will be resolved in accordance with the applicable exchange or refund terms below.

Please note: Returns sent without prior authorisation may be refused. Contact our team before dispatching any item.

3. Damaged, Defective or Incorrect Items

At AVAHEL, we take the condition and accuracy of every order seriously.

If your order arrives damaged, defective, incomplete, or different from the item you purchased, please notify us within 48 hours of delivery.

To help us resolve the matter promptly, please provide:

• Your order number.
  
  
• A clear description of the issue.
  
  
• Photographs or a video showing the item and, where relevant, its packaging.
  
  
• An unboxing video, if available.

Our team will assess the issue and explain the appropriate resolution. Where a product is confirmed to have arrived damaged, defective, or incorrectly supplied, AVAHEL will arrange an appropriate remedy, which may include a replacement or refund, subject to the circumstances and applicable law.

Eligible claims for verified delivery damage, defects, or incorrect items will not incur return shipping charges.

Please retain the item and its packaging until our team advises you on the next steps.

4. Items Not Eligible for Return

For reasons of personalisation, hygiene, product integrity, or the nature of the purchase, the following items are not eligible for return or refund unless required by applicable law or the item qualifies under our damaged, defective, or incorrect-item policy:

• Personalised or customised pieces: Items engraved, made to order, or otherwise personalised to your specifications.
  
  
• Final-sale items: Products explicitly marked as final sale or clearance at the time of purchase.
  
  
• Gift cards: Gift cards and other non-refundable stored-value products.

This exclusion does not limit any rights you may have under applicable consumer protection law.

5. Exchanges

If you would prefer a different model, colour, or style, our team will be pleased to assist with an exchange request.

Exchanges are subject to product eligibility, inspection, and the availability of the requested replacement.

Once your returned item has been received and approved, we will confirm the next steps. Depending on availability and the agreed resolution, we may dispatch the replacement item or offer store credit.

If the requested replacement has a different price, our team will explain any applicable payment difference before proceeding.

6. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Refund processing

• Debit or credit card: Approved refunds will be initiated to the original payment method, generally within 5–7 business days after approval.
  
  
• Cash on Delivery (COD): Approved refunds will be issued through bank transfer, JazzCash, or Easypaisa, subject to verification of your payment details.
  
  
• Other payment methods: Our team will confirm the appropriate refund method before processing.

The time it takes for funds to appear in your account may vary depending on your bank, payment provider, or financial institution.

Where a refund is not approved, we will explain the reason and discuss any applicable alternative resolution.

7. Return Shipping & Responsibility

For change-of-mind returns or exchanges, return shipping costs are the customer's responsibility unless AVAHEL confirms otherwise in writing or applicable law requires otherwise.

For verified items that arrive damaged, defective, or incorrect, AVAHEL will cover the reasonable return shipping costs and communicate the return arrangements.

We recommend using a trackable courier service and retaining your dispatch receipt until your return has been received and acknowledged by our team.

8. Important Information

• Return requests must be submitted within the applicable seven-day window.
  
  
• Items must be returned in the condition required by this policy.
  
  
• Refunds and exchanges are subject to inspection and eligibility.
  
  
• Please contact our team before sending an item back.
  
  
• Nothing in this policy excludes or restricts any consumer rights that cannot lawfully be excluded or restricted.

9. Contact AVAHEL

For assistance with a return, exchange, or refund, please contact our team:

Email: support@avahel.com

WhatsApp / Customer Support: Contact us through our official AVAHEL WhatsApp channel.

Support availability: Six days a week.

Please include your order number in all correspondence so that we can assist you efficiently.

AVAHEL

BEYOND TIME

Considered design. Lasting elegance.