Terugbetalingsbeleid
RETURNS & REFUNDS POLICY
Last updated: 16 August 2026
This policy applies to purchases made through auvenne.com. It is provided in addition to your statutory rights under Dutch and European consumer law. Nothing in this policy limits or excludes those rights.
STATUTORY RIGHT OF WITHDRAWAL
As a consumer, you generally have the right to withdraw from your purchase within 14 days without giving a reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, physically receives the goods.
If an order is delivered in multiple shipments, the withdrawal period begins after receipt of the final shipment.
To exercise your right of withdrawal, inform us before the withdrawal period expires by making a clear statement of your decision.
Email: hallo@auvenne.com
You may use the model withdrawal form available on our website, but this is not mandatory. We will confirm receipt of your withdrawal request without undue delay.
VOLUNTARY RETURN WINDOWS
In addition to the statutory right of withdrawal, AUVENNE offers the following voluntary return periods for eligible items:
All customers: 30 days from delivery
AUVENNE Circle members: 60 days from delivery
The 60-day return period applies only to eligible purchases made while the customer was an AUVENNE Circle member. Membership status at the time the order was placed determines which return period applies.
To use a voluntary return period, you must notify us before the applicable 30-day or 60-day period expires.
These voluntary return periods are offered in addition to your statutory rights and do not replace, restrict or reduce those rights.
CONDITION OF RETURNED ITEMS
During the statutory withdrawal period, you may handle and inspect an item as you would reasonably be permitted to do in a physical shop.
You are only responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the item.
Returns made under our voluntary 30-day or 60-day return policy must be:
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unused and unworn;
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undamaged;
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complete with any included accessories; and
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returned in their original packaging where reasonably possible.
These additional conditions do not restrict your statutory right of withdrawal or your rights relating to faulty or non-conforming products.
HOW TO RETURN AN ITEM
To arrange a return:
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Email hallo@auvenne.com and include your order number and the item you wish to return.
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We will provide the applicable return address and return instructions without undue delay.
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Package the item carefully and retain proof of postage until your return has been processed.
The applicable return address is provided individually to ensure that the return is sent to the correct processing location.
Do not send a return to our registered business address, a supplier or any other address unless AUVENNE has expressly confirmed that address in writing.
Contacting us before sending your return is strongly recommended because it helps prevent loss or processing delays. It does not limit your statutory right to withdraw by making another clear statement.
After notifying us of a statutory withdrawal, you must return the goods without undue delay and no later than 14 days after sending your withdrawal notice.
RETURN SHIPPING COSTS
If you withdraw because you changed your mind, the direct cost of returning the goods is paid by you.
If an item is faulty, damaged on arrival, incorrect or otherwise does not conform to the agreement, AUVENNE will cover the reasonable return costs.
We recommend using a tracked shipping method. You remain responsible for the return shipment until it is delivered to the confirmed return location, except where AUVENNE has arranged or provided the return shipment.
STATUTORY REFUNDS
If you exercise your statutory right of withdrawal, we will refund all payments received for the returned products, including any amount paid for our least expensive standard delivery method.
If you selected a delivery method that was more expensive than our standard option, the additional delivery cost will not be refunded.
The refund will be issued without undue delay and no later than 14 days after the day on which we receive your withdrawal notice.
We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
Refunds will be issued using the same payment method used for the original transaction, unless you expressly agree to another method. You will not be charged a fee for receiving the refund.
A deduction may be made for diminished value resulting from handling beyond what was necessary to inspect the product.
VOLUNTARY RETURN REFUNDS
Approved returns made outside the statutory withdrawal period but within our voluntary 30-day or 60-day return period will be refunded using the original payment method.
Any original delivery costs are not refunded for voluntary returns made after the statutory withdrawal period, unless expressly stated otherwise or required by law.
Your statutory rights remain unaffected.
EXCEPTIONS
The statutory right of withdrawal may not apply to products covered by a legal exception, including products made to the customer’s specifications or clearly personalised products.
For hygiene-sensitive products, an exception applies only where the product was delivered in sealed packaging, is unsuitable for return for genuine health-protection or hygiene reasons and the seal was broken after delivery.
Any applicable exception will be clearly communicated before purchase. This section does not affect your rights where an item is faulty, damaged, incorrect or otherwise does not conform to the agreement.
FAULTY, DAMAGED OR INCORRECT ITEMS
Under Dutch and European consumer law, you are entitled to receive goods that conform to the agreement.
If an item is faulty, damaged on arrival, incorrect or otherwise does not conform to the agreement, contact hallo@auvenne.com and include your order number.
Photographs may help us assess and resolve the issue quickly, but providing photographs does not limit your statutory rights.
Depending on the circumstances and applicable law, you may be entitled to:
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repair;
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replacement;
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an appropriate price reduction; or
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termination of the agreement and a refund.
Repair or replacement will be provided free of charge where required by law.
If repair or replacement is impossible, disproportionate, not completed within a reasonable period or causes significant inconvenience, you may be entitled to a price reduction or refund.
These rights apply independently of the return periods stated above.
QUESTIONS
For return questions, contact:
Email: hallo@auvenne.com
We aim to respond within two business days.
AUVENNE is operated by Griffioen Retail.
Chamber of Commerce (KvK): 99006367
VAT number: NL005365840B30
Our registered company details and address are available in our Legal Notice.