Return policy
At avthaisub, we want you to be completely satisfied with your purchase from our independent clothing website. This Return Policy outlines the terms and conditions for returning or exchanging items you have bought from us, including eligibility requirements, the return process, refund details, and important exceptions. By placing an order with avthaisub, you agree to comply with the terms set forth in this policy, which is designed to be fair, transparent, and easy to understand for all our customers. We aim to make the return and exchange process as smooth as possible while ensuring the integrity of our products and services.
1. Eligibility for Returns & Exchanges
To be eligible for a return or exchange, items must meet the following criteria: all products must be unused, unwashed, and in their original condition, with all original tags and packaging intact. This means the clothing should not show any signs of wear, damage, or alteration, including no stains, tears, or changes to the original design. We understand that you may want to try on clothing to check the fit or style, but we ask that you do so carefully to avoid damaging the item or removing tags unnecessarily. Returns or exchanges must be initiated within 30 days of you receiving the item; any requests made after this period will not be accepted. Additionally, items purchased as part of a special promotion or clearance sale may have different return eligibility, which will be clearly stated on the product page at the time of purchase. For exchanges, we only offer exchanges for the same item in a different size or color, subject to availability in our inventory.
2. Non-Returnable Items
Certain items are non-returnable and non-exchangeable due to hygiene, safety, or customization reasons, and this policy applies regardless of whether the item is unused or in original condition. These items include, but are not limited to, underwear, swimwear, and any personalized or custom-made clothing. Additionally, accessories such as socks, hats, or scarves that are sealed in original packaging and have been opened are also non-returnable, as they cannot be resold once the seal is broken. Clearance items marked as “Final Sale” are also non-returnable and non-exchangeable, so please review product descriptions carefully before purchasing these items to ensure they meet your needs.
3. How to Initiate a Return or Exchange
To start a return or exchange, please contact our customer service team first using the contact information provided at the end of this policy. You will need to provide your order number, the name of the item(s) you wish to return or exchange, and the reason for the return or exchange. Our team will then guide you through the process, including providing you with a return address and any necessary instructions for packaging and shipping the item back to us. Please do not send any items back to us without first contacting our team and receiving confirmation, as unapproved returns may not be processed or may be delayed. When packaging your return, please use a secure box or envelope to prevent damage during transit, and include a copy of your order confirmation or a note with your order number to help us identify your return quickly.
4. Return Shipping Responsibility
The cost of return shipping is the responsibility of the customer, unless the item being returned is defective, damaged, or incorrect (i.e., you received the wrong item or a item with a manufacturing fault). In cases where the return is due to our error, we will provide you with a prepaid shipping label or reimburse you for the reasonable cost of return shipping upon receipt and verification of the item. We recommend that you use a shipping method with tracking information, as we cannot be held responsible for items that are lost or damaged during transit back to us. If you do not use a tracked shipping method and your return is lost, we will not be able to process a refund or exchange for you. For exchanges, the customer is also responsible for the return shipping cost of the original item, and we will cover the shipping cost of the new exchanged item to you, subject to availability.
5. Inspection & Processing of Returns
Once we receive your returned item, our team will inspect it to verify that it meets the eligibility criteria outlined in this policy. This inspection process typically takes 3-5 business days from the date we receive the item. If the item is approved for return, we will process your refund or exchange promptly. For refunds, we will issue the refund to the original payment method used for the purchase, and the processing time will depend on your payment provider (usually 3-7 business days for the funds to appear in your account). For exchanges, we will ship the new item to you as soon as possible once the returned item is approved, and we will send you a shipping confirmation email with tracking information once the exchange is shipped. If the item does not meet the return eligibility criteria (e.g., it is worn, washed, or missing tags), we will contact you to inform you that the return is rejected, and we may ship the item back to you at your expense, unless you request otherwise.
6. Defective or Damaged Items
If you receive an item that is defective, damaged, or incorrect (e.g., wrong size, wrong color, or manufacturing fault) upon delivery, please contact our customer service team immediately. You will need to provide photos or videos of the defect, damage, or incorrect item to help us verify the issue. We will then arrange for a free return and either issue a full refund, send you a replacement item, or process an exchange, at your discretion. We ask that you do not wear or wash the item if it is defective or damaged, as this may affect our ability to process your request. We take great care in inspecting our products before shipping, but if an issue does occur, we are committed to resolving it quickly and fairly for our customers.
7. Refund Details
Refunds will be issued for the full purchase price of the eligible item, excluding any original shipping costs, unless the return is due to our error (e.g., defective or incorrect item). If you used a discount code or coupon for your purchase, the refund will be issued for the amount you actually paid after applying the discount. We do not offer cash refunds; all refunds will be processed to the original payment method (e.g., credit card, debit card, or PayPal). If you paid using multiple payment methods, the refund will be split proportionally to each method used. Please note that processing times for refunds vary by payment provider, and we cannot speed up this process, but we will always process your refund as soon as possible after your return is approved. If you have any questions about the status of your refund, please contact our customer service team with your order number.
8. Changes to This Return Policy
We may update this Return Policy from time to time to reflect changes in our business practices, product offerings, or customer needs. When we make changes to this policy, we will update the policy on our website, and the updated version will take effect immediately upon posting. We encourage you to review this Return Policy regularly before making a purchase or initiating a return, as your continued use of our website and purchase of our products constitutes your acceptance of the revised terms. If we make any material changes that significantly affect your rights under this policy, we will make a reasonable effort to notify you through a prominent notice on our website or via the email address associated with your account.
9. Contact Us
If you have any questions, concerns, or requests regarding this Return Policy, or if you need assistance with initiating a return or exchange, please contact our customer service team using the following information. We will respond to your inquiry as soon as possible and guide you through the process to ensure a smooth resolution.
Email: avthaisub1@outlook.com
Phone: +1 (777) 890-1234
Address: 456 Cedar Lane, Willow Neighborhood, Birchwood