Refund policy

RETURNS & REFUNDS POLICY

Overview

We want you to love everything you buy from AVAS. If for any reason you don't, we're here to help and make the return process as easy as possible. Before requesting a return, please take a moment to read the information below.

Return Window

Returns must be requested within 30 days of the delivery date.

Return Conditions

To be eligible for a return or size exchange, items must be:

  • Unworn, with no signs of use and in new condition with tags and packaging intact
  • In their original packaging and placed into the mailing bag or box securely sealed
  • Free from marks, scuffs, or odours

We recommend trying your sandals indoors only. Returns that do not meet these conditions will not be accepted.

Sale and discounted items are final sale and are not eligible for return or size exchange.

Proof of Purchase

A valid order confirmation email is required to process any return, exchange, or refund request.

How to Initiate a Return

Contact us at hola@avas.au with your order number and reason for return. Once your request is approved, you will receive instructions on how to send the item back to us.

Return Shipping — Your Options

For returns, the shipping cost is the customer's responsibility. To make things easy, you can choose one of the following options:

  • Ship it yourself — Use any carrier of your choice. We strongly recommend using a tracked service, as AVAS is not responsible for items lost in transit.
  • Request an AVAS label — We can generate an Australia Post return label on your behalf. The cost of the label will be deducted from your refund at the time of processing.

Refunds

Once we receive and inspect the returned item, we will process your refund within 5 business days to your original payment method. Please note:

  • Refunds are issued to the original payment method only
  • Return shipping costs are non-refundable
  • If you requested an AVAS-generated label, the label cost will be deducted from your refund
  • Original shipping fees are non-refundable

Rejected Returns

If a returned item does not meet our return conditions upon inspection, we will notify you by email. The item will not be refunded. If you wish to have the item sent back to you, return shipping costs will be at your expense. Items not claimed within 14 days will be disposed of at our discretion.

Size Exchanges

We offer one free size exchange per order, subject to availability.

  • Contact us at hola@avas.au with your order number and the size you need
  • We will confirm availability before you send anything back
  • Send the item back unworn, in its original packaging (same conditions as a return apply)
  • You will  need to cover the cost of returning your original pair. You can either arrange your own return shipping or request an AVAS Australia Post return label (the cost of the return label will be charged separately)

Once we receive and approve your return, we'll send your replacement size via Australia Post Standard shipping at no extra cost. Please note that Express shipping is not available for size exchanges.

Size exchanges are subject to availability. If your requested size is no longer available, we'll issue a full refund to your original payment method.

Damaged or Faulty Items

If you receive a damaged or faulty item, please contact us at hola@avas.au within 7 days of delivery with:

  • Your order number
  • A clear photo of the damage or fault

If the fault is confirmed, we will send you a replacement pair at no cost. We will generate an Australia Post return label for the damaged item and cover all associated shipping costs.

As our products are handcrafted using natural materials, each pair is unique. Slight variations in colour, texture, stitching, leather grain or finish are part of their natural character and are not considered faults. Small marks, natural imperfections and variations from the handmade process are completely normal and should not be considered faulty items.

Australian Consumer Law

Our policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy limits or excludes any guarantees, warranties, representations or conditions implied or imposed by law.

For any questions, contact us at hola@avas.au