Refund & Returns Policy

Effective Date: October 13, 2026

Avendi Local backs every order centrally — you do not need to negotiate with the underlying vendor. This policy explains when refunds and replacements apply, how long they take, and how to start a request. The corresponding delivery SLAs and dispute workflow are at /trust.

1. Scope

This policy applies to orders placed at avendi.me and its city subdomains, fulfilled by Avendi Pte. Ltd. (Singapore), whether delivered within an active Avendi Local launch city or shipped abroad (international orders have their own rules in Section 6). It supplements your statutory consumer rights under the laws of the city and country where the order was delivered.

2. Free in-city returns

  1. While you are still in the delivery city, you can return or exchange any item in new and unused condition with original tags and packaging — no questions asked. We arrange a courier pickup from your hotel at no extra cost.
  2. Custom-made or personalized items (e.g., engraved goods) are not eligible for change-of-mind returns; damage and not-as-described claims still apply.
  3. Perishable items (food, fresh tea, edibles with a short shelf life) are not eligible for change-of-mind returns once delivered, except where the item arrived damaged or expired.

3. Damaged, defective, or not-as-described items

  1. Email support@avendi.me within 7 days of delivery with the order ID and clear photos of the issue.
  2. We acknowledge within 24 hours and resolve eligible claims within 7 business days via refund to your original payment method or replacement of the affected item. Replacements ship same day where stock allows.
  3. You do not need to ship the item back from outside the delivery city. For claims raised after departure, photo and order-ID evidence is sufficient.

4. Late delivery (local orders)

  1. If we miss the same-day or next-morning SLA published at /trust, the delivery fee is refunded automatically on request.
  2. If a delay causes you to miss your departure (flight, train, hotel checkout), you have three options: (a) full refund, (b) we hold the order at the originating vendor for up to 7 days for in-person pickup, or (c) we redirect to your next hotel within the same city at no extra cost.

5. Cancellations

Because Avendi Local operates on same-day delivery windows, orders cannot be cancelled once the vendor has confirmed and packed the items. If you need to cancel, contact support@avendi.me immediately — we will try to stop the order, but cannot guarantee success. International orders have a 12-hour cancellation window (Section 6).

6. International orders

Products marked "Free international shipping" travel by courier and through customs, so the rules below apply to them instead of the free in-city returns (Section 2), late-delivery terms (Section 4), and cancellation terms (Section 5). Dispatch, tracking, and delivery-time estimates are in Section 6 of ourTerms & Conditions.

Lost, leaking, damaged, or held parcels

  1. If your parcel is lost in transit, arrives leaking or damaged, or is continuously held in customs, we will reship it or otherwise put things right.
  2. Emailsupport@avendi.mewith your order ID as soon as possible. For leak or damage claims, include clear photos of both the damaged packaging and the product. For a lost parcel or one held in customs, contact us when the tracking stops updating.
  3. We review the evidence and, where needed, take it up with the courier on your behalf, then arrange the right resolution based on the condition of the shipment and the product.
  4. Each order can be reshipped once. Delays caused by customs inspection, courier disruption, weather, or natural disasters are not covered.

Undeliverable parcels

  1. If a parcel is refused at delivery, abandoned at customs (including when import charges are not paid), or returned because the address was wrong or the recipient was unavailable, we refund the order minus the outbound and return shipping costs actually incurred.
  2. Reshipping caused by an incorrect or incomplete address is at your expense.
  3. If we cannot ship to your destination at all, because of courier or customs restrictions, we notify you, cancel the order, and refund it in full.

14-day returns

  1. Orders delivered to the United States, United Kingdom, Germany, or the United Arab Emirates can be returned within14 days of delivery.
  2. The item must be unopened, with any seal intact, in its original packaging and the condition you received it in. Food products such as honey cannot be returned once opened.
  3. To start a return, emailsupport@avendi.mewith your order ID within 14 days of delivery. If the return is accepted, we will tell you how and where to send it. Items sent back without an accepted request cannot be refunded.
  4. Return shipping is at your expense. We inspect the item when it arrives and, if the return is approved, refund your original payment method within 10 business days of receiving it.
  5. Outside these cases, international orders cannot be refunded after purchase.

Cancellations and changes

  1. You can cancel within 12 hours of placing the order by emailingsupport@avendi.me. After that the order may already be processed or dispatched, and we may decline the request. Once dispatched, the order cannot be cancelled; the 14-day return rules above apply after delivery.
  2. Products or variants cannot be changed after ordering. To switch, cancel within the 12-hour window and place a new order.
  3. Address changes must be requested within 12 hours of placing the order.

7. Refund timing and currency

  1. Once a refund is approved, Avendi Local issues it within 24 hours to your original payment method.
  2. The remaining settlement time (typically 3–7 business days) is set by your card issuer or bank. International cards may take longer.
  3. Refunds are issued in US dollars (USD), the same currency in which the original order was charged. We refund the full USD amount you paid (including any rounding that applied at checkout). If your card's billing currency is not USD, your card issuer will apply its own conversion at refund time, which can produce small differences in your home currency between what you paid and what is refunded — that is set by your bank, not by Avendi Local.

8. Replacements

Where you accept a replacement instead of a refund, we ship the same day stock allows. If the replacement value differs from the original (e.g., upsize or downsize), the difference is charged to or refunded from your original payment method, with your written consent.

9. Non-eligible cases

  • Change-of-mind returns after you have left the delivery city.
  • Change-of-mind returns on international orders, other than unopened items returned under Section 6.
  • Minor variations in handmade products (color, finish, weave) that fall within the natural variation of the maker's craft.
  • Damage caused by handling after delivery (e.g., breakage in your luggage unrelated to packaging).
  • Claims raised more than 30 days after delivery, unless required by local consumer law.

10. How to start a refund or replacement request

  1. Email support@avendi.me from the address you used at checkout.
  2. Include the order ID, a one-line description, and photos if relevant.
  3. A real human acknowledges within 24 hours and tells you the next step.

11. Related pages

12. Contact

Avendi Pte. Ltd.
68 Circular Road #02-01, Singapore (049422)