Refund policy

Our promise

We want you to love your Aveloor silk. If you don't, we make returns easy. This policy is in addition to your rights under the consumer laws of the country you live in. Nothing here reduces those rights.

90-Day Sleep Trial (pillowcases, eye masks and the Rise Vibration Alarm)

Our silk pillowcases, silk eye masks and the Rise Vibration Alarm are covered by a 90-Day Sleep Trial. That means you can actually sleep with them. Not just look at them in the packet. And still return them for your money back if they're not right for you.

  • Eligible items: All Aveloor silk pillowcases, silk eye masks and Rise Vibration Alarms (any colour).
  • Time window: Within 90 calendar days of delivery.
  • Condition: The item can have been used and slept on. We just ask that it hasn't been damaged beyond normal overnight use, cut, torn, or washed in a way that contravenes our care instructions (no bleach, no tumble drying).
  • Refund: Full refund of the product price to your original payment method. We process it within 5 business days of receiving the return, and your bank then takes another 3 to 10 business days to show it.
  • Return postage: For sleep-trial returns, return postage is at the customer's expense unless the item is faulty or a wrong item was shipped.

Standard 90-day returns (other items)

For anything not covered by the Sleep Trial, we accept returns within 90 days of delivery if:

  • The item is in its original condition, unused, and in its original packaging.
  • Hygiene seals (where applicable) are intact.

Faulty, damaged or incorrect items

If your order arrives with a manufacturing defect, damaged in transit, or with the wrong item, we cover everything: return postage and a full refund or replacement. Please check your order when it arrives, and email hello@aveloor.com with your order number and a photo as soon as you notice the problem. Telling us early helps us fix it faster, but we do not put a time limit on a genuine fault. Nothing in this section reduces your rights under your local consumer law (see Your legal rights where you live, below).

How to start a return

  1. Email hello@aveloor.com with your order number and whether it's a Sleep Trial return, standard return, or faulty item.
  2. We'll get back to you with the return address and any instructions. Please wait to hear from us before you post anything. Parcels that arrive without a return arranged are hard to match to an order, which slows your refund down.
  3. Pack the item securely and post it back. For standard/sleep-trial returns we recommend a tracked service. We can't refund items that don't reach us.
  4. Once received, we'll inspect and process the refund within 5 business days. Your bank then takes 3 to 10 business days to return the funds.

Late or missing refunds

If you haven't received a refund 10 business days after we confirmed it, first check your bank or credit card statement, then contact your card issuer. If you've done both and still haven't received the refund, email hello@aveloor.com.

Your legal rights where you live

Our 90-Day Sleep Trial and returns promise are extra. They sit on top of the rights the law already gives you where you live, and never replace them.

United States and Canada

You keep every right your state or provincial consumer protection laws give you, including for goods that are faulty or not as described.

European Union and United Kingdom

You have a legal right to cancel within 14 days of receiving your order, for any reason, without giving one. That right sits alongside our 90-Day Sleep Trial, and our trial is longer, so most people simply use the trial.

The one difference worth knowing: if you cancel under the 14-day right, your refund includes the standard delivery cost you paid to receive the order. Our 90-Day Sleep Trial refunds the product price. Return postage is at your expense either way, unless the item is faulty.

To cancel under the 14-day right, email hello@aveloor.com and say so.

If an item is faulty or not as described, you are also entitled to a repair, replacement or refund under the EU legal guarantee (at least two years from delivery) or, in the UK, the Consumer Rights Act 2015.

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The rights described in this policy are in addition to, not a replacement for, your rights under the Australian Consumer Law.

New Zealand

You are covered by the guarantees in the Consumer Guarantees Act 1993, in addition to everything in this policy.

Contact

Questions about a return? Reply directly to your order confirmation email or write to hello@aveloor.com. Real humans.