Return and Refund Policy
Avra® — an Axe Ecom Capital LLC brand — Last updated: June 2026
Your satisfaction is our priority. That's why we offer a 30-day "Satisfaction or Your Money Back" Guarantee: if for any reason you are not completely satisfied with your purchase, you can request a refund by following the conditions described in this policy.
1. "Satisfaction or Your Money Back" Guarantee – 30 Days
You have 30 calendar days from the product arrival date to request a refund.
The 30-day period begins on the day you physically receive the product. For example:
- Product delivered on June 1st → last day for request: July 1st
- Product delivered on July 15th → last day for request: August 14th
2. Refund Conditions
To access the "Satisfaction or Your Money Back" guarantee:
- The request must be sent within 30 days of delivery
- Simply provide the order number and the reason for dissatisfaction
- You do not need to return the product, unless otherwise instructed by our team
The refund is full on the product price, no questions asked. In some cases, our customer service may ask for further information or photos to improve our products, but this is not a condition for obtaining the refund.
3. Right of Withdrawal (EU Consumers)
In addition to our commercial guarantee, if you are a consumer residing in the European Union, you have the right to withdraw from the purchase within 14 days of delivery according to applicable regulations, without having to provide reasons. Our 30-day guarantee is in addition to this right and does not replace it. To exercise your right of withdrawal, simply contact us at the addresses indicated in Section 8.
4. Defective or Damaged Products
If the product arrives defective or damaged during shipping, we will proceed with a free replacement or refund, at your choice.
4.1 What is Covered
- Manufacturing defects (e.g., non-functioning atomizer or leaking bottle)
- Bottle broken or damaged during shipping
- Product received does not match the order description
- Missing or damaged items upon arrival (e.g., a missing product in a bundle)
4.2 Procedure for Defective Products
- Contact our customer service within 48 hours of delivery
- Provide clear photos/videos showing the defect or damage
- Include the order number and a description of the problem
- Our team will review the case within 24-48 hours
- If approved, we will send a replacement product or process a refund at no additional cost
IMPORTANT: you do not need to return the defective product until you receive confirmation from our team. We will provide you with detailed instructions on a case-by-case basis.
5. How to Request a Refund
Step 1: Contact Customer Support
To initiate a request, contact our customer support via email: info@avra-parfume.com
Include in the email:
- Order number
- Reason for the request
- Photos of the product and packaging (if applicable)
- Full name and email address used for the order
Step 2: Confirmation
Our team will review your request within 24-48 business hours and send you an email with confirmation and, if necessary, further instructions.
Step 3: Possible Return (only if requested)
In most cases, it is not necessary to return the product. If our team asks you to return it (e.g., in the case of exercising the right of withdrawal on an intact product), you will receive the address and shipping instructions.
6. Refund Times and Methods
6.1 Refund Processing
- Refund processed within 5-7 business days of approval
- The refund will be credited to the same payment method used for the purchase
- You will receive a confirmation email when the refund is processed
6.2 Bank Processing Times
After processing by us, it may take an additional 5-10 business days for the amount to appear on your bank statement, depending on your bank or payment provider.
6.3 Refund Amount
- Full refund of the product price
- Shipping is free in Italy, so generally there are no shipping costs to refund
- In case of a defective product or an error on our part, any costs incurred are at our expense
7. Exchanges and Replacements
We do not currently offer a direct exchange service. If you would like a different product (e.g., Avra for Him instead of Avra for Her):
- Request a refund for the original product following the standard procedure
- Place a new order for the desired product
Exception: in case of a defective product, we will proceed with a free replacement as described in Section 4.
8. Support and Questions
For any questions regarding our return policy or for assistance with a request, please contact us at:
Avra® — Axe Ecom Capital LLC
30 N Gould St 7855
Sheridan, WY 82801
United States
Email: info@avra-parfume.com
Our Support is available 24/7. Response times: usually within 24-48 business hours.
Your satisfaction is our priority. We are committed to making the process as simple as possible.