Returns Policy

At Avendi, we want you to shop with complete confidence. Our returns process is designed to be straightforward and fully compliant with the UK Consumer Contracts Regulations and the Consumer Rights Act 2015.

Return Management & Financial Responsibility

All returns and refund requests are processed and managed by our parent company, Harper Martin Limited.

1. 28-Day Return Period

You have the right to return most items by notifying us within 14 days of delivery for a full refund or exchange.  Items must be unused, in their original packaging, and in a resaleable condition with all tags intact. Items must be returned to us 14 days after you request the return in line with consumer rights.

Exclusions & Non-Returnable Items

In accordance with UK health, safety, and hygiene regulations, the following items are excluded from our standard returns policy:

• Personalised or Custom-Made Goods: Any items featuring custom embroidery, printing, or bespoke modifications cannot be returned unless they are faulty or do not match your approved proof.
• Hygiene-Sensitive PPE: For safety reasons, we cannot accept returns on respiratory masks, earplugs, or first aid kits if the original security seal or heat-shrunk packaging has been broken or tampered with.
• Safety Footwear: Boots or shoes showing signs of outdoor wear or damage to the original branded box cannot be accepted for resale and are therefore non-returnable.

2. Faulty, Damaged, or Incorrect Items

If your order is faulty, damaged in transit, or incorrect, you are entitled to a full refund, repair, or replacement.  Under the Consumer Rights Act 2015, you have an initial 30-day right to reject faulty goods.

Please contact us at css@avendi.co.uk as soon as a fault is identified so we can resolve the issue.

Return Shipping: We will cover the cost of return shipping for faulty or incorrect items.

3. Change of Mind Returns

If you wish to return an item due to a change of mind:

• We will provide you a label to return the item by dropping the labelled goods at a local drop off point. 
• Return Shipping Costs: Our fixed return shipping charge of £3.99 will be deducted from your final refund value.
• Restocking Fees: We do not charge any restocking or administrative fees for returns. 
  
• Original Delivery Charges: We will refund the cost of standard outbound delivery if the entire order is returned within the statutory 14-day cancellation period.

4. How to Process a Return

To start a return, please contact our support team with your order number. Please contact us before returning items so we can provide return instructions and ensure your return is processed correctly

Email: css@avendi.co.uk.

Telephone: 01376 811007 (Mon–Fri, 09:00–17:00)

Return Address: Avendi Returns (Harper Martin Ltd), G2 The Plaza, 1 Rutherford Park, Great Notley, Braintree, Essex, CM77 7AU.

5. Refund Timeline

Once your return is received and inspected, we will issue a refund to your original payment method. The funds will usually appear in your account within 5–10 business days, depending on your bank or card issuer.