Refund policy

Refund, Replacement & Return Policy

Last Updated: 21 August 2026

At Avora, many of our products are personalized, customized or prepared specifically for the customer. We therefore do not ordinarily accept returns or exchanges for change of mind. However, if your order arrives damaged, defective, incorrect or incorrectly personalized due to an error attributable to Avora, we will work with you to resolve the issue.

1. Personalized and Customized Products

Products personalized with a name, initials, message, logo, company branding, selected customization or other customer-specific details are made specifically for the customer.

Accordingly, personalized or customized products cannot ordinarily be returned, exchanged or cancelled merely because the customer changes their mind, no longer requires the product, or does not like a customization that was supplied in accordance with the order placed.

This does not affect remedies that may be available where a product is damaged, defective, incorrectly supplied, incorrectly personalized due to an error attributable to Avora, or otherwise covered by applicable consumer law.

2. Damaged, Defective or Incorrect Orders

Please inspect your order after delivery.

If you receive a product that is:

damaged in transit;
defective;
different from the product ordered;
missing an item forming part of the order; or
incorrectly personalized due to an error attributable to Avora,

please contact us at support.avoraindia@gmail.com within 7 days of delivery.

Please provide your order number, a description of the issue and clear photographs or other reasonable evidence showing the product, packaging and issue concerned.

This information helps us assess the matter and determine the appropriate resolution.

3. Incorrect Personalization

Customers are responsible for checking names, initials, spellings, messages, colours and other personalization information before submitting their order.

If the product has been personalized correctly according to the information submitted by the customer, we ordinarily cannot offer a return, replacement or refund because of an error in the information supplied by the customer.

If Avora makes an error in applying the personalization compared with the confirmed order details, please contact us within 7 days of delivery so that we can review the matter.

4. Resolution of Eligible Claims

Once we review an eligible claim, depending upon the circumstances, Avora may offer an appropriate resolution such as:

replacement of the affected product;
correction or re-personalization, where reasonably possible;
replacement of a missing or incorrect item; or
refund of the amount attributable to the affected product.

The appropriate remedy will depend upon the nature of the issue and the circumstances of the order, subject to applicable law.

5. Returns

Please do not send a product back to Avora without first contacting us.

Where a physical return is required, Avora will provide the applicable return instructions after reviewing and accepting the request.

Products returned without prior authorization may not be accepted.

Where the issue results from an error attributable to Avora and a return is necessary, Avora will communicate the applicable return arrangements to the customer.

6. Change-of-Mind Returns

Because a substantial part of Avora's range consists of personalized, customized or specially curated gifting products, we do not ordinarily accept change-of-mind returns or exchanges for such products.

For any non-personalized product that may be eligible for return, please contact support.avoraindia@gmail.com within 7 days of delivery. The product must ordinarily be unused, undamaged and in its original condition and packaging.

Eligibility will be assessed based on the nature and condition of the product and applicable consumer law.

7. Curated and Create-Your-Own Hampers

Hampers may contain multiple products, some or all of which may be personalized.

A return, replacement or refund request concerning one item within a hamper does not automatically make the entire hamper eligible for return or refund.

Where an individual product within a hamper is damaged, defective, incorrect or incorrectly personalized due to an error attributable to Avora, we will assess and resolve the issue relating to the affected item.

8. Corporate and Bulk Orders

Corporate gifting, bulk orders, custom-branded products and specially commissioned hampers may be produced specifically according to an agreed requirement.

Cancellation, replacement and refund terms for such orders may therefore be agreed separately depending on the quantity, personalization, branding and production status of the order.

Nothing in separately agreed commercial terms limits any rights that cannot lawfully be excluded under applicable law.

9. Cancellations

If you wish to cancel an order, contact support.avoraindia@gmail.com as soon as possible.

Because personalized products may enter production shortly after an order is placed, cancellation cannot be guaranteed once personalization, customization, procurement or production has commenced.

If production has not commenced, we will endeavour to accommodate the cancellation request where reasonably possible.

10. Refunds

Where a refund is approved, it will ordinarily be processed to the original payment method used for the transaction.

After Avora processes the refund, the time required for the amount to appear in the customer's account may depend upon the bank, card issuer, payment gateway or other payment provider.

We will communicate with the customer once an approved refund has been initiated.

11. Minor Variations

Because of differences in screens, lighting, materials, manufacturing batches and personalization processes, minor variations in colour, texture, placement or appearance may occur.

Such minor variations will not ordinarily constitute a defect where the product otherwise materially corresponds with the order.

This does not apply where the product is materially different from what was ordered or where there is an actual defect or personalization error attributable to Avora.