Returns, refunds and cancellation policy

Please contact us within 30 days if you encounter any of the following:

• Goods damaged in transit
• Missing items
• Incomplete orders (e.g., missing accessories)
• Any other product issues or order concerns

Before reaching out, please have:

• Your order number.
• Serial number of the machine (found on the box and the machine).

Contact our Customer Service team for a swift resolution. Providing photos and detailed information will expedite the process.

For chemical product issues, inform us within 7 days of receipt. We cannot cancel orders if the container is opened or tampered with.

If you change your mind within 14 days of purchase, inform our Customer Service team. You have an additional 14 days to return the goods at your own cost, unopened and unused, in original packaging. Please take reasonable care of the goods; failure to do so may affect your compensation.

This policy complements your statutory rights, which remain unaffected.

Notify our Customer Service team before returning goods. Refunds are processed swiftly once we receive the returned items.

• Change of mind: Full refund if the contract is canceled within 14 days.
• Other reasons: Goods will be inspected upon return, and we will contact you within 14 working days. Response times may be longer during the summer and Christmas periods.
• Defective items: Full refund including carriage charges and reasonable return costs.
• Cancellation before dispatch: Full refund (processing may take up to 10 working days).
• Cancellation after dispatch: Follow the returns procedure; delivery fees are non-refundable for part-returned orders.

At AVA, we are committed to ensuring the longevity and quality of your purchase. If you find your product defective after the initial 30-day return period, we are still here to assist:

• Initial troubleshooting: We recommend utilising our comprehensive Troubleshooting guides and Customer Service support to resolve any issues.
• Repair services: In cases where the issue can't be resolved remotely, AVA will undertake the repair of the defective item. This service is conducted through our authorized repair centres, coordinated by our Customer Service team.
• Replacement or refund: If repairing the item is not feasible, we will provide a replacement. In the absence of a suitable replacement, a refund of the purchase price will be issued.
• Eligibility: This policy applies exclusively to items purchased on avaofnorway.com.
• Repair costs: Please note that if the defect arises due to accidental or deliberate damage, external factors, or general wear and tear, you may bear the costs for repair and associated shipping.

We strive to ensure your satisfaction even beyond the first 30 days of your purchase. For any assistance, our Customer Service team is always ready to help.

This policy applies to purchases made directly from avaofnorway.com. For AVA products bought elsewhere, please contact the retailer directly.