Refund policy
REFUND & RETURN POLICY
Last updated: August 2026
Thank you for shopping with AVEMQRO. This Refund & Return Policy explains the conditions applicable to withdrawals, returns, refunds, damaged or defective products, incorrect orders and cancellations.
Nothing in this policy limits or excludes any consumer rights that cannot legally be waived under applicable law.
1. EU RIGHT OF WITHDRAWAL
If you are a consumer residing in the European Union and applicable consumer protection law grants you a right of withdrawal, you have the right to withdraw from an eligible online purchase within 14 days from the day you receive the goods, without having to provide a reason.
To exercise your right of withdrawal, you must inform us of your decision before the applicable 14-day period expires.
Please contact:
AVEMQRO – Giovanni Perrone
Kriesbachstrasse 6
8600 Dübendorf
Switzerland
Email: support@avemqro.com
You may exercise your right of withdrawal by sending us an email containing a clear statement that you wish to withdraw from the purchase.
Please include your order number and sufficient information to identify the order.
2. RETURN CONDITIONS
Unless the product is defective, damaged, incorrect, non-conforming, or applicable mandatory law provides otherwise, returned products should be sent back in substantially the same condition in which they were received.
You may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.
Where permitted by applicable law, you may be responsible for any diminished value of the goods resulting from handling beyond what is necessary for such inspection.
Please keep your order confirmation, receipt or other proof of purchase.
3. RETURN SHIPPING COSTS
For an eligible return made because you changed your mind under a statutory right of withdrawal, the direct cost of returning the goods is your responsibility, unless we expressly agree otherwise or applicable law requires us to bear that cost.
If a product is defective, damaged, incorrect or otherwise non-conforming, AVEMQRO will bear the return shipping costs where required by applicable law.
Please contact us before returning a defective, damaged or incorrect product so that we can provide the appropriate return instructions.
4. REFUNDS
When a valid statutory right of withdrawal is exercised, we will refund all payments that must be reimbursed under applicable law.
For EU consumers exercising the statutory right of withdrawal, this generally includes the purchase price and, where applicable, the cost of the least expensive standard delivery method offered for the original order.
If you selected a delivery method that was more expensive than our least expensive standard delivery option, any additional delivery cost does not have to be refunded where permitted by applicable law.
Refunds will be made using the same payment method used for the original transaction unless expressly agreed otherwise.
For EU statutory withdrawals, reimbursement will be made without undue delay and within the period required by applicable law.
Where legally permitted, we may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.
The time required for the refunded amount to appear in your account may depend on your bank, card issuer or payment provider.
5. RETURN DEADLINE AFTER WITHDRAWAL
After notifying us that you are exercising a statutory right of withdrawal, you must return the goods within the period required by applicable law.
For EU consumers exercising the statutory 14-day right of withdrawal, the goods must be sent back without undue delay and no later than 14 days after the day on which you informed us of your decision to withdraw.
The deadline is met if you send the goods before the 14-day return period has expired.
6. DAMAGED, DEFECTIVE, INCORRECT OR NON-CONFORMING PRODUCTS
Please inspect your order as soon as reasonably possible after delivery.
If you receive an item that is damaged, defective, incorrect, incomplete or materially different from what you ordered or what was advertised, please contact us as soon as reasonably possible at:
support@avemqro.com
Please provide:
- your order number;
- a description of the problem; and
- where reasonably appropriate, photographs or video showing the issue.
We will review the issue and provide an appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances and applicable law, this may include repair, replacement, price reduction, refund or another appropriate remedy.
Nothing in this section limits your statutory rights relating to defective or non-conforming goods.
7. LEGAL GUARANTEE FOR EU CONSUMERS
Consumers in the European Union benefit from the statutory legal guarantee applicable to goods under EU law and applicable national consumer protection laws.
As a general rule, EU consumer law provides a minimum 2-year legal guarantee for goods that are faulty, defective or do not conform to what was advertised or agreed.
Depending on the circumstances and applicable law, available remedies may include repair, replacement, price reduction or refund.
These statutory rights are separate from the 14-day right of withdrawal and are not limited by this policy.
National laws may provide consumers with additional rights or longer protection periods.
8. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The statutory right of withdrawal does not apply, or may cease to apply, to certain products and circumstances where an exception is permitted by applicable law.
These may include, where relevant:
- goods made to the customer’s specifications or clearly personalised;
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery;
- sealed audio, video or computer software that has been unsealed after delivery, where applicable;
- digital content or services in circumstances where the applicable legal requirements for loss of the right of withdrawal have been satisfied; and
- other goods or services specifically excluded from the statutory right of withdrawal under applicable law.
An exception will only be applied where legally permitted.
9. SWISS CUSTOMERS
Under Swiss law, there is generally no automatic statutory right to return an online purchase simply because the customer changes their mind.
Unless AVEMQRO expressly offers a voluntary right of return for a particular product or order, or applicable law requires otherwise, purchases made by customers in Switzerland cannot therefore be returned solely because the customer has changed their mind.
This does not affect statutory rights relating to defective goods, goods that do not have the promised characteristics, incorrect orders or other rights that cannot legally be excluded.
If you have a problem with a product, please contact us at support@avemqro.com so that we can assess the circumstances and provide the appropriate solution.
10. ORDER CANCELLATIONS
If you wish to cancel an order before it has been processed or shipped, please contact us as soon as possible at:
support@avemqro.com
We will make reasonable efforts to accommodate your request.
However, we cannot guarantee that an order can be cancelled once processing, fulfilment or shipment has begun.
If an order can no longer be cancelled, any statutory right of withdrawal or other mandatory consumer right available to you remains unaffected.
11. RETURN ADDRESS AND RETURN PROCEDURE
Please do not return any product without first contacting us.
Before sending a return, contact us at support@avemqro.com and provide your order number and the reason for the return.
Depending on the product, supplier, fulfilment location and circumstances of the return, we will provide you with the appropriate return instructions and, where applicable, the address to which the product must be returned.
The return address may differ from AVEMQRO’s business/contact address.
Sending a product to an address without following the return instructions provided by us may cause delays in identifying and processing the return.
Nothing in this section restricts any mandatory statutory consumer rights.
12. CONTACT
For questions concerning returns, refunds, withdrawals, cancellations or problems with an order, please contact:
AVEMQRO
Operator: Giovanni Perrone
Kriesbachstrasse 6
8600 Dübendorf
Switzerland
Email: support@avemqro.com