Refund policy
Returns & Refunds Policy
We hope you love your Aven Row purchase. However, we understand that sometimes a piece may not be quite right.
This Returns & Refunds Policy explains how to return an item, when refunds are available, and your rights when shopping with Aven Row.
Nothing in this policy limits or excludes any statutory rights available to you under applicable UK consumer law.
1. Our Returns Policy
If you purchase an eligible item online and change your mind, you may notify us that you wish to cancel your purchase within 14 days of receiving your order.
Once you have notified us of your decision to cancel, you should return the relevant goods to us within a further 14 days.
You do not need to provide a reason for exercising an applicable statutory cancellation right.
2. How to Start a Return
To begin a return, please contact our Client Care team:
Email:
info@avenrow.co.uk
Please include:
- Your full name
- Your order number
- The item or items you wish to return
- Your reason for contacting us, where you wish to provide one
We will provide the relevant return instructions.
Please do not send products to an alternative address unless specifically instructed by our Client Care team.
3. Return Address
Unless we provide alternative instructions when your return is authorised, returns should be sent to:
Aven Row
Grinton
Richmond
North Yorkshire
DL11 6HH
United Kingdom
We strongly recommend obtaining proof of postage and retaining it until your return has been completed.
4. Condition of Returned Items
Customers are entitled to inspect and try on clothing in a manner similar to what would reasonably be permitted in a physical shop.
Please take reasonable care of items while they are in your possession.
Where possible, returned items should be:
- Returned with original tags and labels attached
- Returned with any accessories supplied with the item
- Carefully packaged to prevent damage during return transit
- Free from alterations made by the customer
You may be responsible for any reduction in value caused by handling the item beyond what is reasonably necessary to establish its nature, characteristics and fit, where permitted by applicable law.
5. Makeup, Fake Tan, Fragrance & Other Marks
Please take care when trying on Aven Row garments.
In particular, we recommend avoiding contact with:
- Makeup
- Foundation
- Lipstick
- Fake tan
- Deodorant marks
- Fragrance
- Body oils
- Other substances that may mark or damage fabric
If handling beyond what would reasonably be permitted when examining the garment has caused a reduction in its value, we may make an appropriate deduction from the refund where permitted by law.
6. Worn Items
Trying an item on to assess its appearance and fit is different from wearing it for an event, evening, photoshoot or other extended use.
Clothing should not be worn beyond what is reasonably necessary to inspect and try it on if you intend to return it because you have changed your mind.
Where excessive use or handling has reduced the value of the product, an appropriate deduction may be made where legally permitted.
7. Occasionwear & Dresses
Aven Row specialises in occasionwear, including dresses and statement pieces designed for special events.
Occasionwear does not lose applicable statutory cancellation rights simply because it has been purchased for a particular event.
However, customers should only handle and try on an item to the extent reasonably necessary to assess its fit, appearance and characteristics.
An item that has been worn for an event or otherwise used beyond reasonable inspection may have suffered a reduction in value, which may be reflected in the refund where permitted by law.
8. Bridal Items
Eligible standard-stock bridal products purchased online are subject to the same applicable consumer cancellation rights as our other clothing.
Please take particular care when trying on bridal pieces because light and delicate fabrics can be particularly susceptible to makeup, fake tan, fragrance and other marks.
Any exception applying to a personalised or custom-made bridal item will be clearly communicated before purchase.
9. Personalised & Custom-Made Items
Statutory change-of-mind cancellation rights may not apply to goods that have been made to your specifications or clearly personalised.
Where an Aven Row product is personalised, altered to your specifications, made-to-measure or otherwise custom-made, any relevant return restriction will be clearly communicated before you place your order.
This does not affect your statutory rights if such an item is faulty, damaged or not as described.
10. Sale & Promotional Items
Items purchased during a sale, promotional event or using a discount code retain the consumer rights that apply under UK law.
We do not remove statutory rights simply because an item has been discounted.
Any additional promotional conditions that lawfully apply will be made clear before purchase.
11. Faulty, Damaged or Misdescribed Items
If an item arrives faulty, damaged, not as described or otherwise does not meet the standards required by applicable consumer law, please contact us as soon as possible.
Email: info@avenrow.co.uk
Please include:
- Your order number
- A description of the problem
- Clear photographs where helpful
We will review the matter and provide the appropriate remedy in accordance with your statutory rights.
12. Your Rights for Faulty Goods
Under UK consumer law, goods must meet applicable standards, including being of satisfactory quality, fit for purpose where relevant, and as described.
Consumers generally have a short-term right to reject qualifying faulty goods within 30 days and obtain a refund.
After the short-term right to reject has passed, other remedies such as a repair or replacement may apply before a further refund or price reduction becomes available, depending on the circumstances.
These statutory rights are separate from our change-of-mind returns process.
13. Incorrect Items
If we have sent you an item different from the one you ordered, please contact us before returning it.
Email: info@avenrow.co.uk
Please include your order number and details of the incorrect product.
Where the error is ours, we will provide appropriate return instructions and handle reasonable return costs in accordance with your rights.
14. Return Shipping Costs
For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the goods unless Aven Row has expressly agreed otherwise.
If the product is faulty, damaged, misdescribed or incorrectly supplied, we will handle reasonable return costs where required by applicable law.
15. Proof of Return
We recommend using a tracked or otherwise verifiable postal service when returning an item.
Please retain your postal receipt or other proof that the return was sent until your refund has been completed.
This can help us investigate the matter if a parcel is delayed or lost during return transit.
16. Responsibility for Returned Parcels
Please package returned products appropriately to help prevent damage during transit.
Your legal responsibility for returning goods will be determined in accordance with applicable consumer law and the circumstances of the return.
17. Refund Processing
Once your return has been received, it will be assessed and your refund will be processed where applicable.
For an eligible cancellation, we will provide the refund within the timeframe required by applicable law.
This will generally be no later than 14 days after we receive the returned goods, or, where applicable, after you provide satisfactory evidence that the goods have been sent back.
18. How Refunds Are Paid
Refunds will normally be issued using the same payment method used for the original transaction, unless otherwise agreed or another method is necessary.
Once a refund has been processed by Aven Row, additional processing time may be required by your bank, card issuer or payment provider before the funds appear in your account.
Processing times imposed by banks and payment providers are outside our direct control.
19. Original Delivery Charges
Where you exercise an applicable statutory right to cancel the entire order, we will refund the standard outbound delivery charge where required by law.
If you selected a more expensive delivery option, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
Different treatment may apply where only part of an order is returned.
20. Partial Returns
If your order contains several items, you may return individual eligible items without necessarily cancelling the entire order.
Where only part of an order is returned, the treatment of the original delivery charge may differ from a cancellation of the entire order.
21. Deductions From Refunds
Where permitted by law, we may make an appropriate deduction from a refund if the value of an item has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit.
Examples may include avoidable damage, staining, alterations or evidence of use beyond reasonable inspection.
Any deduction will be considered according to the individual circumstances and applicable consumer law.
22. Exchanges
Our ability to offer direct exchanges may depend on product availability and our current fulfilment process.
If you would like a different size, colour or style, please contact:
Where a direct exchange is not available, you may be asked to return the original eligible item and place a new order for your preferred item.
23. Orders Purchased Using a Discount Code
Where an eligible item purchased with a discount code is returned, the refund will normally reflect the amount actually paid for that item, subject to applicable consumer law.
Promotional discounts generally have no separate cash value.
24. Gift Purchases
Refunds are generally issued to the original payment method used to place the order.
If you received an Aven Row item as a gift and need assistance with a return, please contact our Client Care team.
25. Pre-Order Returns
Standard-stock products purchased through a pre-order remain subject to applicable consumer rights once supplied.
If a pre-order has not yet been dispatched and you wish to cancel it, please contact us as soon as possible at info@avenrow.co.uk.
Any different rules applying to personalised or custom-made pre-orders will be disclosed before purchase.
26. International Returns
Customers returning items from outside the United Kingdom should contact our Client Care team before sending their return.
International customers are generally responsible for the direct cost of returning change-of-mind purchases unless otherwise agreed or required by applicable law.
Please clearly follow any customs instructions supplied with your return guidance.
Aven Row is not responsible for avoidable customs charges caused by an incorrectly declared return shipment.
27. Returning Multiple Orders
If you intend to return items from more than one order in the same parcel, please contact us beforehand and clearly identify each relevant order.
This helps our team process each return correctly.
28. Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible:
If we are able to stop the order before fulfilment or dispatch, we will process the cancellation accordingly.
If the order has already been dispatched, you may need to follow our standard returns process.
29. Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to limit, exclude or replace any statutory rights available to consumers.
Your rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods remain available regardless of the change-of-mind conditions described in this policy.
30. Contact Aven Row
If you have questions about a return, refund, faulty product or this policy, please contact our Client Care team:
Aven Row
Grinton
Richmond
North Yorkshire
DL11 6HH
United Kingdom
Email:
info@avenrow.co.uk
Telephone:
01748 884224
When contacting us about an existing purchase, please include your order number.
Last updated: September 2026