Returns and Refunds Policy

At Avendi, we want you to shop with confidence. This page explains how to return an item, who pays for return postage, and when you can expect a refund. Returns and refunds are managed by our parent company, Harper Martin Limited.

1. Change-of-mind returns

For most items bought online, you have the right to cancel your purchase within 14 days after delivery. Once you have told us that you wish to cancel, you then have a further 14 days to return the item.

You do not need to give a reason for cancelling.

Please handle items only as you reasonably would when inspecting them in a shop. Where possible, items should be returned with their original packaging, labels and tags.

We may reduce the amount refunded if an item has been handled beyond what is reasonably necessary to inspect it and this has reduced its value. Simply opening packaging or trying an item on does not, by itself, prevent a return.

If you would prefer an exchange, please start your return through your Avendi account and provide details of the exchange you require where the option is available. If you need assistance, please contact our customer service team.

2. Items excluded from change-of-mind returns

The right to cancel does not normally apply to:

• Personalised or custom-made goods, including items made to your specifications or customised with embroidery or printing.
• Sealed goods that are unsuitable for return for health or hygiene reasons once their seal has been broken. Depending on the product, this may include sealed respiratory masks, earplugs or first aid items.

These exclusions do not affect your statutory rights if an item is faulty, damaged or not as described.

Safety footwear may be tried on indoors in the same way that you would try footwear on in a shop. If footwear has been worn outdoors, marked, damaged or otherwise handled beyond what is reasonably necessary to inspect it, we may reduce a change-of-mind refund to reflect any reduction in value.

Please take care of the footwear and its branded box while deciding whether to keep it.

3. Faulty, damaged or incorrect items

If an item arrives faulty, damaged or incorrect, please contact us as soon as possible so that we can arrange the appropriate return, replacement or refund.

Please provide your order number and details of the problem. Photographs may help us resolve the issue more quickly.

Email: css@avendi.co.uk

Under the Consumer Rights Act 2015, you may have an initial 30-day right to reject faulty goods. Depending on the circumstances, you may be entitled to a refund, repair or replacement.

We will cover reasonable return costs for items that are faulty, damaged or incorrect. Please contact us or submit the return through your online account before sending the item so that we can provide the correct return arrangements.

4. Return postage for change-of-mind returns

UK mainland

Please start your return using the Avendi online returns process.

Start a Return

Sign in to your account, select the relevant order and follow the instructions to request your return.

Where our drop-off return-label service is available, return instructions and a return label will be provided as part of the return process.

If you use our return-label service for a change-of-mind return, £3.99 will be deducted from your refund to cover the return postage.

We do not charge a restocking or administration fee.

Northern Ireland

We cannot currently provide a prepaid return label for parcels sent from Northern Ireland.

Please start your return through your Avendi account where possible. We will then provide the appropriate return instructions.

You will need to arrange a suitable postal or courier service to send the item to our mainland UK return address. For change-of-mind returns from Northern Ireland, you are responsible for the direct cost of returning the goods.

The £3.99 mainland return-label charge does not apply because you will pay the postal or courier service directly.

We recommend using a tracked service and keeping your proof of postage until your return and refund have been completed.

If an item being returned from Northern Ireland is faulty, damaged or incorrect, please contact us before sending it. You may still need to arrange the postage yourself, but we will cover reasonable return costs where required by law.

Our inability to provide a prepaid return label does not affect your statutory rights.

5. How to start a return

The quickest and easiest way to start a return is through your Avendi online account.

Please sign in to your account, locate the relevant order and follow the on-screen instructions to submit your return request.

Start a Return

Using the online return process helps us identify your order correctly, provide the appropriate return instructions and process your return as quickly as possible.

Please do not send goods back without first starting the return process.

Once your return has been authorised, please package the item securely and follow the return instructions provided. Please include your order number where requested.

Having difficulty starting your return?

If you cannot access your account, cannot see the relevant order, or experience a problem submitting your return online, our customer service team can help.

Email: css@avendi.co.uk
Telephone: 01376 811007
Monday to Friday, 09:00–17:00

6. Refunds

For an eligible cancellation, we will refund the price paid for the returned goods.

If you return your entire order, we will also refund the original standard delivery charge you paid. If you chose a more expensive delivery option, we are only required to refund the cost of our standard delivery service.

We will issue your refund to the original payment method without undue delay and within 14 days of receiving the goods back, or receiving evidence that you have sent them back, whichever is earlier.

Where you use our mainland return-label service for a change-of-mind return, the £3.99 return-postage charge will be deducted from your refund.

Once we have issued the refund, your bank or card provider may take additional time to show the funds in your account. This is typically 5–10 business days.

7. Your statutory rights

Nothing in this Returns and Refunds Policy limits or affects your statutory rights.