Refund Policy

AVENE STORE (SIN HO CHIAW) wants every customer to feel confident about their purchase. This page explains how refund requests are handled, how to reach us, and what to expect while a request is being reviewed. Because each order can differ, this page does not state a fixed return window, a fixed refund method, or a fixed processing time. Any such detail is confirmed by our customer service team for the specific order concerned.

Scope of This Policy

This policy applies to products purchased through our store, including the clothing categories we carry, such as homewear and dresses. It applies to retail customers and to wholesale or business enquiries handled through our team. Where a specific agreement, quotation, or invoice sets out different terms, that agreement takes priority for the order it covers.

How to Submit a Refund Request

To start a refund request, please contact our customer service team using the details at the bottom of this page. Contacting us first allows us to locate your order, understand the issue, and explain the options that apply to your situation.

When you contact us, please include the following information so we can review your request without delay:

• Your order number or proof of purchase
• The name used on the order
• The item or items concerned, including the product name and size or colour where relevant
• A clear description of the reason for the request
• Photographs or short videos, where the request relates to damage, a defect, or a wrong item
• Your preferred contact method and the best time to reach you

Please do not send an item back before speaking with us. Our team will confirm the next steps that apply to your order.

How Requests Are Reviewed

Every request is reviewed individually. Our team will check the order details, the condition of the item as described or shown, and the circumstances of the request. Once the review is complete, we will contact you to explain the outcome and the options available.

Because the review depends on the specific order, we cannot publish a single deadline or a single set of conditions that applies to every case. If you are unsure whether your situation qualifies, please ask us before assuming that it does or does not.

Situations That May Affect Eligibility

The following situations may affect whether a refund can be approved. This list is a general guide only, and the final decision for any order is confirmed by our customer service team.

• Items that show signs of use, washing, alteration, or damage after delivery
• Items returned without their original packaging, tags, or included accessories
• Requests that cannot be matched to a valid order or proof of purchase
• Requests submitted after a significant period of time, where the condition of the item can no longer be verified
• Personalised, made-to-order, or clearance items, where these are marked as such at the time of purchase
• Items affected by hygiene considerations, such as intimate apparel that has been removed from its protective packaging
• Orders that were damaged in transit, where the carrier's own claim process may need to be followed first

If any of these situations apply to your order, please contact us anyway. We will review the details with you and explain what can be done.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, faulty, or different from what you ordered, please contact us as soon as you notice the issue. Keep the item, its packaging, and any delivery documentation until our team has reviewed the matter. Photographs or short videos are very helpful and often allow us to resolve the request more quickly.

Where a replacement is available and you prefer it, our team can discuss that option with you. Where a replacement is not possible, we will explain the alternatives that apply to your order.

Refund Method and Timing

The method used to issue a refund depends on how the order was paid and on the outcome of the review. Our customer service team will confirm the applicable method directly with you. Processing times also vary, because they can depend on the payment provider or financial institution involved, and we are not able to state a guaranteed timeframe in advance.

Return Shipping

Responsibility for return shipping depends on the reason for the request and on the arrangement confirmed with our team. Please contact us before sending anything back so that we can explain the options for your specific order.

Order Changes and Cancellations

If you would like to change or cancel an order, please contact us as soon as possible. Whether a change or cancellation can be accepted depends on the status of the order at the time of your request, and our team will confirm this with you.

Wholesale and Business Orders

For wholesale enquiries and business orders, refund handling may be governed by the terms agreed at the time of the order. Please contact our team with your order reference so that we can review the applicable arrangements with you.

Contact Us

If you have any questions about this Refund Policy or would like to submit a request, please contact our customer service team:

• Company: AVENE STORE
• Contact person: CHIAW SIN HO
• Email: [email protected]
• Phone: 122987022
• Address: C-11-04 AUSTIN VSQUARE, JALAN AUSTIN PERDANA 2/23, TAMAN AUSTIN PERDANA

We aim to respond to every enquiry and will confirm the details that apply to your order as clearly as possible.

Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our operations or in the way we handle requests. The version published on this page applies to requests submitted at the time it is displayed.