Returns & Refunds

Returns and refunds

This policy sets out your right to cancel an order and return it to us. It applies in addition to your legal rights and does not limit them.

Your 14-day right to cancel

If you are a consumer in the EU or the UK, you have the right to cancel your order within 14 days without giving any reason. The 14-day period starts on the day you, or someone you nominate, physically receives the goods. Where an order is delivered in several parts, it starts on the day you receive the last item.

How to cancel

Tell us before the 14 days are up. Email support@advello.co.uk with your order number and what you would like to return. Any clear statement that you wish to cancel is enough — you do not have to use a particular form of words. We will confirm receipt of your cancellation and send you the return address.

Please wait for our confirmation before sending anything back, so that your return reaches the right place.

Returning the goods

Send the goods back to us without undue delay and no later than 14 days after telling us you wish to cancel. Items should be returned in a condition that allows them to be resold — you may handle goods as you would in a shop, but you are responsible for any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Who pays return postage

You pay the cost of returning the goods when you change your mind. We recommend using a tracked service, as we cannot refund an item we do not receive.

We pay the return cost if the item is faulty, damaged in transit, or not what you ordered. In that case contact us first and we will arrange or reimburse the return.

Your refund

We will refund all payments received from you, including the standard delivery cost you originally paid. If you chose a more expensive delivery option than our standard one, we refund the standard cost only.

We issue the refund without undue delay and no later than 14 days from the day we receive the goods back, or from the day you provide proof that you have sent them, whichever is earlier. Refunds are made to the original payment method. You will not be charged a fee for the refund.

Faulty, damaged or incorrect items

If something arrives faulty, damaged or not as described, contact us within a reasonable time of noticing the problem. You are entitled to a repair, replacement or refund under consumer law, and these rights are not affected by the 14-day cancellation period above. Photographs of the problem help us resolve it faster.

Items that cannot be returned

The right to cancel does not apply to goods that have been made to your specification or clearly personalised, or to sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal has been broken.

Model cancellation form

You may use the wording below, but you do not have to.

To Advello, support@advello.co.uk —

I hereby give notice that I cancel my contract of sale for the following goods:

Ordered on / received on:
Order number:
Name:
Address:
Date:

Contact

For anything to do with a return or refund, email support@advello.co.uk