Returns & Exchanges

Status: September 8, 2026

Our Standards

At Avelaro, we value clear processes and fair, transparent handling of your concerns. Please read this policy carefully before placing your order, paying particular attention to the chosen size, color, and variant.

No Statutory Right of Withdrawal in Switzerland

In Switzerland, there is no general statutory right of withdrawal or return for online purchases. A concluded purchase agreement is generally binding.

Avelaro does not grant a voluntary right of return, exchange, refund, or credit for flawless and correctly delivered items.

This applies in particular if:

• the item is not liked,
• personal preferences have changed,
• an incorrect size, color, or variant was ordered,
• the item does not fit as expected,
• the item is no longer needed,
• the order was placed by mistake,
• minor color or measurement deviations exist.

Therefore, please check all information carefully before completing your order.

Sizes and Fit

The choice of the correct size is the responsibility of the customer. Please refer to the size chart and the information on the respective product page before ordering.

Our size recommendations are for non-binding guidance only. As body shapes and personal fit preferences vary, no fit guarantee can be derived from them.

Due to manual measurements, slight deviations may occur. Size or fit issues do not entitle you to a return, exchange, credit, or refund.

Sale Items and Reduced Goods

For sale items, reduced products, and items marked as final sale, there is no voluntary right of return, exchange, refund, or credit.

This does not apply if there is a verifiable incorrect delivery or an objectively ascertainable product defect. In this case, the following provisions for complaints apply.

Hygiene Items and Excluded Products

Underwear, items worn close to the body, hygiene products, jewelry, earrings, and opened or unsealed products are excluded from voluntary returns or exchanges for hygienic reasons.

Also excluded are:

• personalized or custom-made items,
• gift cards and vouchers,
• items that have already been worn, used, or washed,
• items without original tags or original packaging,
• items with signs of wear, odors, stains, or damage.

Legitimate claims due to a verifiable product defect or incorrect delivery remain reserved.

Definition of "Verifiable Defect"

A verifiable defect exists if the delivered item has an objectively ascertainable defect that was already present upon delivery.

This includes, in particular:

• visible material or manufacturing defects,
• a damaged or non-functional item,
• an incorrect delivery,
• a delivered size, color, or variant that does not match the order confirmation,
• a missing component,
• a significant deviation from expressly guaranteed product features.

For us to reliably review the case, the item in question must be complete, unaltered, and documented with suitable photos.

What Does Not Qualify as a Product Defect

The following do not qualify as a product defect, in particular:

• an incorrectly chosen size, color, or variant,
• size or fit issues,
• subjective dislike,
• a change in personal preference,
• minor measurement deviations due to manual measurements,
• slight color variations due to different screen settings or lighting conditions,
• minor differences in texture, material effect, or workmanship,
• loose or easily removable threads,
• damage due to wear, washing, or improper care,
• damage due to improper use,
• normal wear and tear,
• subsequent alterations,
• independent repair attempts.

Our product images are created with the aim of displaying colors, materials, and details as realistically as possible. However, depending on the screen, device settings, and lighting conditions, the actual representation may differ slightly.

Damaged or Incorrectly Delivered Items

Should you receive a damaged, objectively defective, or incorrectly ordered item, please contact us within 7 days of delivery at info@avelaro.ch.

Your message must contain the following information:

• Your full name,
• Your order number,
• a brief and comprehensible description of the problem,
• clearly visible photos of the complete item,
• detailed photos of the disputed area,
• photos of the packaging and the shipping label.

Incomplete complaints can only be processed once all required information has been provided.

Please do not wear, wash, alter, dispose of, or repair the disputed item while the review is ongoing. Otherwise, it may no longer be possible to determine whether the defect was already present upon delivery.

Review and Solution

After receiving the complete documentation, we will carefully review the complaint. Depending on the outcome and the circumstances of the individual case, the solution may include, in particular, the following measures:

• replacement delivery,
• subsequent delivery of a missing component,
• rectification,
• appropriate credit,
• refund, if agreed upon or legally required in the specific case.

A specific solution cannot be guaranteed before the review is completed.

No Unannounced Returns

Items may only be returned with prior written approval from Avelaro.

A return may only be made after you have received from us:

• a written confirmation,
• the valid return address,
• and the corresponding return instructions.

Unannounced or unauthorized returns are not considered properly submitted and do not automatically entitle you to an exchange, credit, or refund.

Such shipments may not be accepted, assigned, or returned at the sender's expense.

Return Address

The return address valid for your order will be communicated to you by email after successful review and approval.

Please do not send items to:

• the sender's address on the received package,
• a publicly listed business address,
• or any other address that has not been expressly communicated to you by our customer service.

The sender's address on the original package is not automatically the correct return address. A return to an incorrect address cannot be reliably processed.

Return Costs

For a return expressly approved by Avelaro, we will inform you about the cost arrangement and the further procedure.

For a return not caused by a confirmed product defect or incorrect delivery, the customer bears:

• all return costs,
• possible customs or processing fees,
• and the transport risk until verifiable receipt of the goods.

We therefore generally recommend a sufficiently franked shipping method with tracking.

In the event of a confirmed incorrect delivery or a confirmed product defect, the necessary return costs will be covered or reimbursed by Avelaro after prior consultation.

Independently incurred express, additional, or special costs will only be covered if they have been expressly approved by us in advance.

Processing Time

The review of a fully submitted complaint usually takes place within 10 to 14 business days.

The processing period begins as soon as:

• all required information and evidence are available,
• and any approved return has arrived at the communicated address.

Should further information be needed, we will contact you by email. Incomplete documentation or unassignable shipments may delay processing.

Credits and Refunds

A credit or refund will only be issued if it has been expressly confirmed by Avelaro after a completed review or if it is legally required.

Approved refunds are generally processed via the original payment method used. Depending on the bank or payment provider, it may take additional time for the amount to be visibly credited.

Originally charged shipping costs and independently incurred return costs will not be refunded unless there is a confirmed product defect and a confirmed incorrect delivery.

Contact

For questions or complaints, you can reach our customer service at:

Email: info@avelaro.ch

Please include your order number in all inquiries regarding an existing order. This will allow us to assign your request as quickly and clearly as possible.

Legal Notice

This policy governs Avelaro's voluntary return and exchange conditions for flawless goods as well as the procedure for complaints.

Mandatory legal rights for demonstrably defective or incorrectly delivered goods remain unaffected. Insofar as mandatory consumer protection provisions apply at the place of delivery, these take precedence over the present regulations.