✨ Returns & Exchanges Policy (Africa Region – Premium Edition)

At Avella, every product is crafted and delivered with the highest standards of quality, care, and precision.
Because many of our clients choose Cash on Delivery (COD) and because we collaborate with trusted Affiliates across Africa, our return policy is designed to remain fair, transparent, and sustainable for everyone.

We want our community to feel supported, respected, and taken care of — while preserving a smooth experience for all.

⏳ 7-Day Window for Size Exchanges or Claims

To maintain excellence and avoid unnecessary delays, all requests for:

  • Size exchanges,

  • Order issues, or

  • Claims (damaged, wrong item, etc.)

must be submitted within 7 days of receiving your package.

This short window ensures:

  • faster support

  • more accurate processing

  • minimal abuse of COD systems

  • fair affiliate payouts

  • protection of product hygiene and safety

Opened, worn or used products cannot be exchanged or returned for hygiene reasons.

💎 Eligibility for Exchanges

We gladly assist with size exchanges when:

  • the product is unused,

  • in its original condition,

  • with all packaging intact.

For African regions, exchanges may be handled through:

  • partner pickup points,

  • courier return at delivery,

  • or direct collection where available.

Return logistics differ by country, but our team will guide you step by step.

💰 Refunds

Because most orders are completed through Cash on Delivery, refunds work differently:

  • Refunds are issued only if an order is incorrect, damaged, or unusable upon arrival.

  • Refunds are not provided for “change of mind” or sizing errors on COD orders.

  • In cases of operational error from our side, we cover all return costs.

Our priority is fairness, trust, and consistency across all African markets.

Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part.

🤝 Affiliates & Creator Rewards Protection

To ensure a premium, honest ecosystem:

  • Affiliate commissions are validated only after the order is delivered and confirmed.

  • Orders canceled, uncollected, or returned do not generate commissions.

  • This protects both the brand and high-performing affiliates who bring real value.

We reward results — with transparency and integrity.

📦 Delivery Verification

We highly encourage all clients to inspect their package immediately upon delivery.
If there is any issue, simply contact us within 7 days and our team will support you with priority.

💬 Customer Care Promise (Luxury Tone)

Our team is here for you — with kindness, clarity, and real human care.
Response times may vary based on demand, but every message will be answered.
You’re never just “a customer.” You’re part of the Avella experience.

🌍 Africa-Wide Coverage

This policy applies across all African countries where Avella operates, including COD-enabled regions and affiliate-driven markets.

We adapt to each country’s logistics to offer the smoothest, safest, and most premium experience possible.