Return Policy
Returns & Refunds
Last updated: 18 October 2026
We want you to be happy with your order. This policy explains how returns, refunds and replacements work. It doesn’t affect your statutory rights.
Your right to cancel (UK and EU customers)
If you live in the UK or EU, you have 14 days from the day you receive your order to cancel it, for any reason. You then have a further 14 days to send the item back to us. This is a legal right and applies whether or not anything is wrong with the product.
Returns for customers elsewhere
If you live outside the UK and EU, we accept returns within 14 days of delivery for any unused item in its original packaging.
How to start a return
- Email support@tryavio.co with your order number. If the item is faulty or damaged, please include a photo.
- We’ll reply within one working day with return instructions and the return address.
- Send the item back once you have our instructions. Please don’t send anything back before contacting us, as items returned without instructions may not reach us.
Return shipping costs
If you’re returning an item because you’ve changed your mind, you pay the cost of return postage. If the item arrived faulty, damaged, or isn’t what you ordered, we cover it.
Refunds
Once we receive and check your return, we’ll refund your original payment method within 14 days. Refunds include the original standard delivery cost. If you chose an upgraded delivery option, we refund the standard delivery rate. Your bank may take a few extra days to show the refund.
Faulty or damaged items
If your item arrives faulty or damaged, contact us within 30 days of delivery and we’ll arrange a replacement or a full refund, whichever you prefer. Photos help us sort it quickly. This sits alongside your legal rights under UK consumer law.
Lost or damaged in transit
Every order ships with tracking. If your order is lost or arrives damaged, contact us and we’ll send a replacement or refund you in full. If you chose Insured Express Shipping at checkout, your order is insured against loss and damage in transit.
Order not arrived?
Delivery usually takes 7 to 10 days, depending on your location. If it has been more than 15 days since dispatch and your tracking hasn’t updated, email us and we’ll investigate and replace or refund your order.
Items we can’t accept
Used items (outside your statutory right to cancel), items returned without their original packaging, and items damaged after delivery.
Contact us
Email: support@tryavio.co
Phone: +447828755810
TryAvio Ltd
Registered in England and Wales, company number 17362273
Registered office: 20 Wenlock Road, London, N1 7GU, United Kingdom