Refund policy Ashvell

Refund and Return Policy – Ashvell

This policy sets out the conditions for returning, exchanging, and refunding products purchased from Ashvell. By completing your purchase, you confirm that you have read, understood, and agreed to the terms below.

1. Request Period

  • Customers may request a return or exchange within 30 calendar days from the date of receiving the product, as confirmed by the courier’s official tracking record, provided that all conditions outlined in this policy are met.

2. Conditions for Acceptance

For a return or exchange to be accepted:

  • The product must be in perfect condition, with no signs of use, damage, wear, or alterations.

  • Original packaging and seals must remain intact, including all accessories and manuals.

  • Clear photos and/or videos must be provided showing the product’s condition, external packaging, and shipping label.

  • A prior request must be submitted to our support team at support@ashvell.com, with a response time of up to 48 working hours.

3. Non-Eligible Items

The following items are not eligible for return or exchange:

  • Products purchased during promotions or clearance sales.

  • Customised or made-to-order items.

  • Free gifts and promotional products.

  • Products with measurement variations of up to 3 cm, as per the size chart provided on the website.

  • Products with minor colour or finish variations due to lighting or batch differences in production.

4. Return Costs

  • Return or exchange shipping costs are the responsibility of the customer, except in cases of verified defects.

  • All returns must be shipped at the customer’s expense to our return address in Brazil, which will be provided by our support team.

5. Return Procedure

  1. Request authorisation from our support team, providing photos/videos of the product.

  2. Await an email with instructions and the return address in Brazil.

  3. Ship the product properly packaged and protected, at your own expense.

  4. Provide the tracking code to our support team.

6. Inspection and Approval

  • All returned products undergo inspection, which may take up to 15 working days after receipt.

  • Ashvell reserves the right to refuse returns that do not fully comply with this policy.

7. Refund Methods

Customers may choose between:

  • A 50% voucher of the amount paid, for use on future purchases (without the need to return the product).

  • A monetary refund to the original payment method, minus shipping and administrative fees.

8. Manufacturing Defects

  • Defects must be reported within 7 calendar days of receipt, including clear supporting photos/videos.

  • If confirmed, Ashvell may send a replacement, issue store credit, or process a refund.

9. Size Discrepancies

  • Customers should carefully review the size chart available on our website before purchasing.

  • Exchanges due to errors in size selection will only be accepted upon payment of new shipping costs and any applicable fees.

10. Response Time

  • Ashvell’s support team responds to requests sent to support@ashvell.com within 48 working hours.

11. Changes

  • Ashvell may amend this policy at any time. The version in effect at the time of purchase will apply to the order.