Refund policy

RETURN AND REFUND POLICY

Last updated: 12 July 2026

At Avenmoss, we want you to shop with confidence. In addition to your statutory consumer rights, we offer a commercial return period of 30 calendar days from the date your order is delivered.

This policy applies to purchases made through avenmoss.uk.

1. RETURN PERIOD

You may request a return within 30 calendar days of receiving your order.

During the first 14 calendar days after delivery, consumers have a statutory right to cancel most online purchases without giving a reason.

To exercise this statutory cancellation right, you must notify Avenmoss within 14 days after the day on which you, or a person nominated by you, receives the goods.

After notifying us of your cancellation, you must return the goods within a further 14 days.

From day 15 to day 30 after delivery, Avenmoss accepts returns under our additional commercial return policy, provided that the product meets the conditions set out below.

2. HOW TO REQUEST A RETURN

Before returning any product, contact us at:

support@avenmoss.uk

Your message should include:

- your full name;
- your order number;
- the email address used for the purchase;
- the product you wish to return;
- the reason for the return;
- photographs of the product and packaging where reasonably required.

After reviewing your request, we will send the return instructions and authorised return address by email.

The authorised return address may be different from the business contact address published on our website.

Do not send products to the published business address unless Avenmoss has expressly instructed you to do so in writing.

Returns sent without prior contact or to an address other than the authorised return address may be delayed, refused by the receiving location or not correctly identified.

3. CONDITION OF RETURNED PRODUCTS

For commercial returns requested between day 15 and day 30, products must:

- be unused;
- be clean and in good condition;
- include all parts, accessories and components;
- be returned in the original packaging where reasonably possible;
- be safely packaged for transport;
- not have been cut, painted, drilled, glued or permanently altered.

During the statutory cancellation period, you may handle the product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

You may be responsible for any reduction in value caused by handling the product beyond what would reasonably be permitted in a physical shop.

For artificial plants, trees and decorative arrangements, carefully opening branches, positioning leaves and arranging flowers after transport will not by itself be treated as improper use.

4. RETURN SHIPPING COSTS

Where a return is made because you have changed your mind, selected the wrong product or exercised your statutory cancellation right, you are responsible for the direct cost of returning the goods.

You are responsible for:

- selecting a suitable delivery service;
- packaging the product securely;
- obtaining proof of postage or collection;
- using a tracked service where reasonably available.

Some large artificial trees, planters or decorative arrangements may not be suitable for ordinary postal services. Return costs may vary depending on the dimensions, collection location, carrier and service selected.

Avenmoss is not responsible for loss or damage occurring during return transport arranged directly by the customer.

Where a product is faulty, incorrect, damaged on arrival or materially different from what was ordered, Avenmoss will cover the reasonable return or collection costs required to resolve the matter.

5. DAMAGED, INCORRECT OR INCOMPLETE PRODUCTS

If you receive a damaged, incorrect or incomplete product, contact us as soon as reasonably possible at:

support@avenmoss.uk

Please provide:

- your order number;
- a clear description of the issue;
- photographs of the product;
- photographs of the external packaging;
- a photograph of the shipping label;
- a video where reasonably necessary to demonstrate the issue.

Please keep the product and packaging until the matter has been reviewed.

Depending on the circumstances, Avenmoss may offer:

- replacement of the product;
- delivery of a missing component;
- repair, where appropriate;
- a price reduction;
- a partial refund;
- a full refund;
- collection of the product.

Requests for photographs or videos help us assess the issue and make a claim with the carrier. They do not remove or restrict your statutory consumer rights.

6. REFUNDS

Once a returned product has been received, we will inspect it and confirm whether the return has been approved.

Approved refunds will normally be issued to the same payment method used for the original purchase unless another method has been expressly agreed.

For a valid statutory cancellation, the refund will be issued within the applicable legal timeframe.

We may withhold the refund until:

- we receive the returned goods; or
- you provide valid evidence that the goods have been returned,

whichever occurs first.

After Avenmoss processes the refund, your bank or card provider may require additional time to display the funds in your account.

7. ORIGINAL DELIVERY CHARGES

For a valid statutory cancellation, we will refund the cost of the least expensive standard delivery method offered for the order.

If you selected a premium, express or more expensive delivery option, the additional amount paid above the standard delivery cost will not be refunded.

For commercial returns requested between day 15 and day 30, the original delivery charges are not refundable unless the product was faulty, incorrect or damaged.

8. EXCHANGES

We currently process exchanges through a return and a new purchase.

You must request the return of the original product and place a new order for the replacement product.

The availability of a replacement product is not guaranteed until the new order has been confirmed.

9. ORDER CANCELLATIONS BEFORE DISPATCH

You may request an order cancellation by contacting:

support@avenmoss.uk

We will try to cancel the order if it has not yet been prepared or dispatched.

Once an order has been transferred to the carrier, cancellation cannot be guaranteed. You may need to wait for delivery and then request a return.

10. REFUSED OR UNCOLLECTED DELIVERIES

If a customer:

- refuses delivery without prior agreement;
- fails to collect a parcel;
- provides an incorrect address;
- fails to respond to delivery attempts;

the actual delivery, return or redelivery costs may be deducted from the refund where those costs are reasonably and lawfully attributable to the customer.

11. PRODUCTS EXCLUDED FROM THE ADDITIONAL 30-DAY POLICY

The additional commercial return period may not apply to:

- personalised products;
- products made to the customer’s specifications;
- products that have been cut, painted, drilled or modified;
- products showing clear signs of improper use;
- products damaged through unsuitable cleaning;
- products damaged through improper storage;
- incomplete returns;
- products that are legally exempt from cancellation.

These exclusions apply only where they are genuinely relevant to the product purchased.

12. FAULTY GOODS AND STATUTORY RIGHTS

Products must be:

- of satisfactory quality;
- fit for their usual purpose;
- as described;
- consistent with the information provided before purchase.

If goods are faulty, consumers may have statutory rights including:

- a short-term right to reject qualifying faulty goods;
- repair;
- replacement;
- a price reduction;
- a final right to reject in qualifying circumstances.

These rights are separate from and are not restricted by our voluntary 30-day return policy.

13. DAMAGE NOT TREATED AS AN ORIGINAL FAULT

The following will not normally be treated as an original product fault:

- normal wear and tear;
- damage caused by impact or dropping;
- alterations made by the customer;
- abrasive or unsuitable cleaning;
- incorrect storage;
- use contrary to the product instructions;
- prolonged exposure to direct sunlight, rain, wind or moisture where the product is not intended for outdoor use;
- damage caused after delivery by improper handling.

14. CONTACT

Email:

support@avenmoss.uk

Website:

avenmoss.uk