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Our returns procedure is a simple and convenient process. On this page you may find its description in details.

If you just wish to submit a new return request then please go to our [ Returns Support Centre ].

  • We comply with the Distance Selling Regulations (DSR) which gives you the right to cancel your order within 7 working days (starting the day after delivery) for the full refund. This is a "cooling off period" to give you peace of mind and confidence when ordering from AVALAYA.com. In fact, as we are so confident with the quality of our products and services, we will accept your return request within 14 days from the order date for a full refund or we may arrange an exchange for a different item if you prefer.
  • Our "returns wizard" offers you a quick and convenient way to return for an exchnage or a refund the whole order or any part of it. The easy to follow on-screen instructions will guide you through the few steps required to sumbit your return request.
  • To return a product to us you need to have purchased it from us. This includes orders placed directly on this website and any other partner websites, also orders placed over the telephone or fax. You may also exchnage a product that you have received as a gift which was purchased from us.
    Start new return: [ ordered on this website ]   [ return gift ]   [ bought via partner website ]
  • If you have an account on our website, a list of your previous purchases is located on the order history page. You may start a new retun request by choosing the releveant order from the list and then clicking on the "return item(s)" button, which will become available on the order summary page when the order status turns to "dispatched".
  • You may also start a new return request by going to your account and selecting the relevant order number from the list of orders eligible for return.
  • If you wish to return a gift that has been purchased from us, you need to have a corresponding order number for all the gift items. You may find the order number on the delivery note that came with your gift package. If you do not have the delivery note and the required order details, you may need to ask the person who purchased the items to arrange a return for you.
  • If you wish to return the order that has been purchased from one of our partners, you have 2 options: go directly to the returns wizard or log into your account on our website. It is easier to log into your account and apply for the return from there as you will have fewer details to fill in. You should have received your login details when you placed your first order on our partner website.
  • Depending on your order details you will be asked to provide specific details about your return. When prompted, please also provide any relevant information that you may have concerning your return. The more specific you are the quicker we can deal with your request.
  • Once you have provided general details about your return you will be asked to enter the details of each product that you are returning. These details include: the returned quantity, the reason for the return, the required action (exchange or refund) and any other releavnt details.
  • If your order has multiple quantity for the same product, you will be able to provide details for each item separately. For example, if you ordered 3 items you can retun 2 for a refund and 1 for an exchnage, providing separate reasons for each returned quantity.
  • On the last screen of the "return wizard" you should see a summary of your return request, please review it for errors and click on the "go back" button to make any required corrections. Once you click on "request RMA", it will be sent to our customer services team for processing. A return request confirmation email will be sent to your email address.
  • We will then review your request and issue a Return Merchandise Authorisation (RMA) number. It is important that you quote this number with your returns parcel. Failure to do so may seriously delay your return process. The RMA number will be sent to you in an email, if you have an account on our website, it will also be displayed on the "order return summary" which is accessible from the "order summary" page which is avalable through your order history.
  • Once you receive an RMA number, you can prepare your package to be returned to us. You need to carefully pack your item(s) to minimize possible damage during its transit to us. Reasonable care must be taken when packing the item(s) and we advise to use the original or similar to the original packaging. For your convenience, we provide the return address with the RMA number on the "order return summary" page, which you can review or print.
  • You do not need to provide any written reasons, explanantions or other paperwork with your package (these need to be enetered when applying for the RMA number, pls. see above). All you need to include with your package is the RMA number. You may also provide your name and address as an extra means of identifying you package.
  • You have 21 calendar days from the date of issuing the RMA number to return the goods back to us. If we receive your return package beyond this allowed time frame, your return will be rejected and we may discard the package or return back to you at your cost.
  • If you are in the UK, we suggest you send the package using the First Class Royal Mail service, you may also take a proof of postage which usually doesn't cost anything extra. We may request this proof of postage if there is a significant delay in transit of the goods you are returning. This will help us to trace the parcel. Failure to produce the proof of postage does not affect your rights for the refund.
  • If you are outside of the UK, please use Standard International post or other equivalent service from a reputable delivery company. We also recommend taking a proof of postage.
  • We will make every effort necessary to deal with your return as soon as we receive it. In any case, we guarantee that we will issue a full refund or send you the replacemnt items within 30 days of receiving your package.
  • Any returned goods that are not part of the given return authorisation (RMA) will be sent back to you at your cost. At our sole discretion we may also refund for such products, less the restocking or cancellation fee.
  • Any packages, that we receive without an RMA number or any other identification details, will be discarded without prior notice. Any unidentified articles, that we may receive with the returned goods and that were not sold by us, will be discarded without prior notice.`

Please note:
With every change of status of your return an email will be sent to your address to confirm the change. Current return status is also displayed on the "order history" page on our website. This gives you a quick way to see what is happening with your return request.

Please also refer to our full  Terms and Conditions  for our returns policy.

Go to  Returns Support Centre  page now to submit a new return request.

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