Refund Policy
Refund Policy – Avorien
At Avorien, we are committed to your satisfaction and to maintaining a trustworthy shopping experience. If your purchase did not meet your expectations or arrived with a defect, we guarantee your right to exchange, return, or refund under the following conditions.
1. General Conditions
All incidents involving exchanges, returns, or refunds must be communicated to our support team within 30 calendar days from the date of delivery.
Requests that are not reported within this period, or that involve missing accessories, packaging, or items, will not be processed.
To request an exchange or refund, please contact us via:
📧 contacto@avorien.com
📱 +56 9 7367 1182
2. Refund of Amount Paid
Refunds will be processed using the same payment method chosen at checkout.
The refund timeframe depends on your payment provider or card issuer.
If the refund applies to only part of an order, it will be processed via bank transfer exclusively to the account holder.
The customer’s ID document must match the one used during purchase.
If the buyer does not have a matching bank account, the refund may be made to a parent’s account upon authorization.
Refunds will only be issued after the returned product is received and inspected by our logistics team.
If your item is still in transit, please wait until it reaches our distribution center before requesting the refund.
3. Defective Product
Timeframe: Up to 30 calendar days from the date of receipt.
Process: Contact our support team for instructions on how to return the product.
Once received, the product will be analyzed to confirm eligibility for exchange or refund.
If approved, you may choose between:
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Exchange: for another available watch; or
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Refund: full reimbursement of the amount paid.
4. Product Malfunction
If your watch is not functioning correctly or as described, please email us with your full name, order number, email, phone number, and ID document to request an exchange.
You may also contact our Customer Service through the channels listed above.
5. Exchange Costs
Exchange costs depend on the situation:
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If the product arrived damaged or defective, Avorien covers all shipping costs.
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If the exchange is due to personal preference (e.g., color or style), the customer covers the shipping cost.
Each case is individually reviewed to ensure a fair resolution.
6. Delivery Time for Replacement
Once your exchange request is approved, we will process a new shipment.
Estimated timeframe: 20 to 45 business days.
A new tracking code will be provided once the replacement is dispatched.
7. Missed Exchange Deadline
Unfortunately, we cannot process exchange requests made after 30 days from the delivery date.
We strongly recommend checking your product immediately upon receipt to ensure it meets your expectations.
8. Exchange for Another Product
Yes, you can exchange your order for another model if it meets the return conditions mentioned in item 1.
Send an email to contacto@avorien.com including:
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The link or model name of the new watch;
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Desired color or variant.
If the new product is more expensive, you will be charged the price difference.
If it is cheaper, we will refund the difference.
Note: For this type of exchange, the customer is responsible for return shipping costs.
Avorien covers costs only in cases of defective or malfunctioning items.
9. Change of Address
If you’ve changed your address, please notify us when requesting the exchange so we can update your information before reshipping.
10. Order Cancellation
If your order has already been shipped and you wish to cancel it, please refuse the delivery when it arrives.
Once the product is returned to our warehouse, we will process your refund.
11. Need Assistance?
Our support team is available to assist you 24/7.
We typically respond within a few hours.
📧 contacto@avorien.com
📱 +56 9 7367 1182