Refund policy

Returns and refunds

The whole policy in one line: whatever comes back sealed, you get back — and whatever you keep is charged at our standard single-bottle price from the day you ordered. A refund never goes below zero. We will not charge you extra.

Avanelle gummies are a food product. Every bottle ships sealed, and once that seal is broken the bottle cannot be resold or given to anyone else. That is why the seal decides most of what follows.

The one-bottle taste promise — wherever you are

Not sure you’ll like the flavour? Buy a single bottle. Open it, try it, and if it isn’t for you tell us within 14 days of delivery and we’ll refund it in full. Keep the bottle — we don’t want opened food posted back to us. One bottle, one time, first order only, one claim per customer and household. This applies in every country we ship to.

If you opened a bottle out of a multi-bottle pack instead, that bottle is yours at the standard single-bottle price. Tell us and we’ll switch the flavour on your next shipment, which usually leaves you better off.

Buying one bottle to test a flavour costs you nothing if you don’t like it. Testing a flavour out of a pack costs a full single-bottle price. That is the difference, and it is why the single bottle exists.

Where you have a legal right to change your mind

If you are shopping from one of these countries you have a statutory cooling-off right, and nothing in this policy takes it away:

• European Union, EEA (including Norway and Iceland) and the United Kingdom — 14 days from delivery.
• South Korea — 7 days from delivery.
• Mexico — 5 business days from delivery.

Tell us inside that window — emailing hello @ avanellelab.com is easiest — and you don’t have to give a reason.

• Sealed bottles only. Opened bottles are excluded by law for health and hygiene reasons, because a food product cannot be resold once its seal is broken.
• Post it back within 14 days of us approving the return, using a tracked service. We can only refund what reaches us.
• Return postage is yours.
• Outbound delivery: if you return the whole order we refund the standard delivery you paid. On a partial return we don’t, because the parcel still had to be sent.

Everywhere else — final sale

If you are shopping from a country not listed above, orders are final sale and we don’t accept change-of-mind returns.

Two things still apply, wherever you are: the one-bottle taste promise above, and everything under “If something is wrong” below. A final sale is never a waiver of your rights when the product or the delivery is actually at fault.

Packs are priced as a set

Our 2+1 and 3+2 packs carry a lower per-bottle price because you are buying more than one, and subscription prices are lower again because you are staying. Neither price survives the pack being broken up. If you send part of a pack back, every bottle you keep — opened or sealed, paid or free — is re-priced at the standard single-bottle price from the day you ordered, and the difference comes off your refund.

Renewal shipments

Your change-of-mind window runs once, from the first delivery of your subscription. Later shipments under that same subscription are not returnable because you have changed your mind — the way to stop a renewal is to cancel, skip or delay it before its date, and we email you before every one so you have the chance.

If a renewal arrives damaged, wrong, or doesn’t arrive at all, that is covered in full exactly like any other order.

If something is wrong, that is on us — everywhere

Damaged, wrong item, or it never turned up. Different rules entirely: no seal test, no final-sale exclusion, no matter where you live. Tell us within 30 days of delivery, or of the expected delivery date if nothing came, send a photo where it helps, and we’ll replace it or refund it in full. We cover the postage.

How to start a return

1. Email [email protected] inside the window that applies to you. Please don’t post anything back before we reply — we can’t process a return we aren’t expecting.
2. Post it within 14 days of us approving, tracked.
3. You pay return postage, unless the item was damaged, wrong or faulty.

When you get your money

Within 14 days of your parcel reaching us, or of you showing us proof you posted it — whichever comes first — back to the card or account you paid with. Your bank may take a further 5–10 working days to show it. If we are still confirming that the original payment cleared, we’ll tell you and hold until it does.

What we don’t accept

• Returns started after the window that applies to your country has closed.
• Opened bottles, beyond the one taste-promise claim.
• Renewal shipments returned because you changed your mind.
• Repeat taste-promise claims — once per customer and household, on a first order.
• Bottles that come back damaged or unsealed because they were not packed properly.

We may decline service to accounts where returns are being used systematically rather than genuinely. Your statutory rights are not affected by anything in this policy.

Questions about any of this: hello @ avanellelab.com. We answer every email.