Returns

RETURN POLICY

Goods must be returned to us within 14 days of receipt, undamaged and in their original packaging.

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. You can return an item to us via the method of your choice.

Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse, please ensure you package your return to prevent any damage to the items or boxes.

We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse. However, returns can take up to 21 days to be processed, especially during busy periods.

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email.

We cannot accept returns of washed and/or used textile (beddings, cushions, towels, etc…), door mats, candles, or of products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan (bulb lifespan hours as stated in the “Size & Info” tab on appropriate product page).

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at avant garde retail discretion.

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please inform our Customer Service team via email at customerqueries@avantgarderetail.co.uk. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund via your original method of payment.

If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund only the Standard delivery cost.

We cannot be held responsible for goods lost in transit.

Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by avant garde retail.

Damaged / Faulty Goods

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days should the fault develop after receipt.

You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.

Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

Please note, under the Sales of Good Act 1979, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement or a refund.

We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear.

Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimer on product variation due to their organic nature.

If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.