Refund policy
Refund & Return Policy – Aveline Muse
At Aveline Muse, we want you to be fully satisfied with your purchase. If you are not completely happy with your order, you may request a return in accordance with the conditions below.
Nothing in this policy limits any mandatory consumer rights that apply to your purchase, including rights under the Australian Consumer Law where applicable.
Return Period
You have 30 days from the date of receiving your order to request a return for a change of mind.
This 30-day change-of-mind return period does not limit your rights in relation to faulty, damaged, incorrect, misdescribed or otherwise non-compliant products under applicable consumer law, including the Australian Consumer Law.
To qualify for a change-of-mind return, the item must be:
- Unworn and unused
- Unwashed
- Undamaged
- In its original condition
- Returned with all original tags and packaging, where applicable
Items showing signs of wear, washing, use, damage, perfume, make-up, stains or alteration may be refused or may qualify for a reduced refund where permitted by law.
These conditions apply to voluntary change-of-mind returns and do not restrict any rights you may have in relation to faulty, damaged, incorrect or misdescribed products under applicable consumer law.
How to Start a Return
Before returning an item, please contact our Customer Service team by email:
Email: support@avelinemuse.com
Please include:
- Your full name
- Your order number
- The item you wish to return
- The reason for your return
- Clear photographs if the item is damaged, defective or incorrect
Our team will review your request and provide you with the correct return instructions and return address.
Returns sent without prior authorisation may be delayed or sent to the wrong location. We therefore strongly recommend contacting us before returning an item so that we can provide the correct return instructions.
Nothing in this requirement limits any rights available to you under applicable consumer law.
Return Destination
Aveline Muse is operated from the Netherlands and works with a fulfilment partner based in Shenzhen, Guangdong, China.
Depending on the product and fulfilment location, returns may need to be sent to a designated international returns facility, which may be located in China.
The complete return address and destination country will be provided by our Customer Service team before you send the item.
Our registered business address at Johan Hofmanstraat 48, 1069 KE Amsterdam, The Netherlands is used for administrative and legal correspondence only. It is not a returns facility.
Do not send returns to our registered business address unless our Customer Service team has expressly instructed you to do so in writing.
Return Shipping Costs
Change of Mind, Wrong Size or Unsuitable Item
Return shipping costs are the responsibility of the customer for voluntary change-of-mind returns unless otherwise required by applicable law.
If you return an item because you changed your mind, selected the wrong size, no longer require the product or are otherwise dissatisfied without the item being damaged, defective, incorrect or misdescribed, you are responsible for the return shipping costs.
Return shipping costs depend on:
- Your location
- The return destination
- The parcel’s weight and dimensions
- The selected carrier and shipping service
- Any applicable international shipping or customs procedures
Return shipping costs are paid directly by the customer to the selected shipping carrier.
As returns may be sent internationally, customers should review the return destination and estimated shipping cost before sending the parcel.
We strongly recommend using a tracked shipping service and keeping your tracking number and proof of postage until the return and refund have been completed.
For voluntary change-of-mind returns, Aveline Muse cannot take responsibility for return parcels that are lost, damaged or delivered to an incorrect address during return transit, except where otherwise required by applicable law.
Damaged, Defective or Incorrect Items
If you receive an item that is damaged, defective, incorrect, misdescribed or otherwise does not meet applicable consumer guarantees, please contact us as soon as possible.
Please include your order number and clear photographs showing the issue where reasonably possible.
Once the issue has been reviewed, Aveline Muse will provide an appropriate remedy in accordance with applicable consumer law.
Depending on the nature of the issue, this may include:
- A replacement
- A repair
- A partial refund where appropriate and agreed
- A full refund
Where the Australian Consumer Law applies and the product has a major failure, you may be entitled to choose between a refund and a replacement.
A major failure may include circumstances where the product is unsafe, substantially different from its description, cannot be used for its normal purpose and cannot easily be fixed within a reasonable time, or has a serious problem that would have prevented a reasonable consumer from purchasing it had they known about the issue.
Where a problem does not amount to a major failure, we may provide an appropriate repair, replacement or other remedy in accordance with applicable law.
If an item is confirmed to have a problem covered by applicable consumer law, Aveline Muse will reimburse reasonable return shipping costs already incurred or provide appropriate alternative return arrangements where required by law.
A faulty product does not need to be in its original packaging in order for you to exercise rights that cannot legally be excluded.
Return Transit Time
Return transit time is the period between sending the parcel and its arrival at the designated returns facility.
Return transit times vary depending on:
- The customer’s location
- The return destination
- The selected carrier
- Customs procedures
- International transportation
- Other logistical circumstances
International returns may take several business days or longer to arrive.
Return transit time is separate from our refund processing time.
For voluntary change-of-mind returns, refund processing begins after the returned item has arrived and has been registered for inspection.
Nothing in this section delays or limits any remedy that must be provided within a different timeframe under applicable consumer law.
Return Inspection
Once your returned item has arrived at the designated returns facility, it will be inspected to confirm that it meets the applicable conditions of this policy.
We will notify you if your return has been approved or if additional information is required.
For change-of-mind returns, items that do not meet the eligibility conditions may be refused or may qualify for a reduced refund where permitted by law.
The change-of-mind eligibility conditions do not apply in a way that limits rights relating to faulty, damaged, incorrect or misdescribed products under applicable consumer law.
Refunds
For approved change-of-mind returns, once we have received and inspected your returned item, your refund will be processed within 10 business days.
The applicable purchase amount will be refunded to the original payment method used at checkout.
Please note that the time required for a returned item to reach our facility may vary depending on the customer’s location and the shipping carrier.
For voluntary change-of-mind returns, refunds are processed after the returned item has been received and inspected.
Where you are entitled to a statutory refund or another remedy under applicable consumer law, that remedy will be provided in accordance with the requirements of that law and is not restricted by our voluntary return conditions.
After we process your refund, your bank, card issuer or payment provider may require additional time to display the refunded amount in your account. This additional processing time is outside our control.
Refund Amount
Approved refunds normally include the purchase price paid for the returned item.
Where required by applicable consumer law, we will also refund any other amounts that the law requires us to refund.
Additional costs resulting from selecting express, premium or another more expensive delivery method may not be refundable unless required by applicable law.
Return shipping costs paid by the customer for a voluntary change-of-mind return are not refundable unless required by applicable law.
For a major failure covered by the Australian Consumer Law, a refund must not be reduced merely because the customer has used the product before the failure became apparent.
Sale and Final Sale Items
Sale items may be returned when they meet the eligibility requirements of our voluntary return policy, unless the product was clearly marked as excluded from that voluntary policy before purchase.
Items marked as final sale may be excluded from Aveline Muse’s voluntary 30-day change-of-mind return policy where legally permitted.
A sale or final-sale designation does not remove any mandatory consumer rights relating to faulty, damaged, incorrect, unsafe or misdescribed products.
Consumer guarantee rights continue to apply to sale and clearance products where applicable.
Exchanges
We accept exchanges for a different size or colour of the same item, subject to availability, as part of our voluntary return policy.
If you would like to request an exchange, please contact Customer Service before returning your item.
An exchange cannot be guaranteed until the returned item has been received and the requested replacement has been confirmed as available.
If the requested replacement is unavailable, we may offer an alternative product or issue a refund in accordance with this policy and applicable consumer law.
Nothing in this exchange policy restricts your right to choose a refund or replacement where that choice is provided by applicable consumer law.
Order Cancellation
Orders can be cancelled within 1 hour of being placed.
To request a cancellation, contact:
Email: support@avelinemuse.com
Please include your full name and order number.
After the one-hour cancellation period, the order may already have entered processing and can no longer be cancelled.
If the order has already been processed or shipped, it may no longer be possible to stop it before delivery. After receiving the order, you may request a return in accordance with this Refund & Return Policy and any statutory consumer rights that apply to your purchase.
No cancellation fee will be charged.
Refused, Uncollected or Undeliverable Parcels
If a parcel is refused, not collected or returned because the customer provided an incorrect or incomplete delivery address, we will review the order after the parcel has been returned to the relevant facility.
Any refund or reshipment will be assessed after the parcel has been received and inspected.
Reasonable costs resulting from an incorrect address, failed delivery, refused delivery or uncollected parcel may be deducted where permitted by law and where these costs have been clearly communicated.
Nothing in this section limits rights that cannot legally be excluded.
Responsibility for Returns
For voluntary change-of-mind returns, customers are responsible for ensuring that their return:
- Is packaged securely
- Contains the correct item
- Is sent to the return address provided by Customer Service
- Is shipped within the applicable return period
- Uses a trackable shipping method where possible
Please retain your tracking number and proof of postage until the return and refund have been completed.
These requirements do not restrict mandatory rights relating to faulty or non-compliant goods under applicable consumer law.
Australian Consumer Law
Where the Australian Consumer Law applies to your purchase, our goods come with consumer guarantees that cannot be excluded.
For a major failure with a product, you may be entitled to choose a refund or replacement and may also have rights in relation to reasonably foreseeable loss or damage.
For a failure that is not major, you may be entitled to have the problem remedied within a reasonable time in accordance with the Australian Consumer Law.
These statutory rights are separate from, and apply in addition to, Aveline Muse’s voluntary 30-day change-of-mind return policy.
Contact Information
Store Name: Aveline Muse
Legal Entity: Mahadi Management & Beheer
Registered Country: The Netherlands
Registered Business Address:
Johan Hofmanstraat 48
1069 KE Amsterdam
The Netherlands
Chamber of Commerce (KvK): 42148540
VAT Number: NL005534193B90
Email: support@avelinemuse.com
Phone: +31 85 744 4437
Customer Service
Our Customer Service team is available:
Monday–Friday: 9:00 AM–5:00 PM CET/CEST
We aim to respond to all enquiries within 24 hours on business days.
Aveline Muse is operated from the Netherlands as an online fashion retailer. The registered business address is used for administrative and legal correspondence and is not a returns location. Returns must only be sent to the address provided by our Customer Service team.