Return & Refund Policy

Last Updated: October 28, 2026

Thank you for shopping with avqenro.

At avqenro, we want you to have a positive shopping experience. This Return & Refund Policy explains the conditions and procedures for requesting returns, refunds, and exchanges.

Please review this policy before placing an order. Nothing in this policy is intended to exclude or restrict any rights you may have under applicable law.

1. Return Eligibility

You may request a return within 30 days of receiving your order, subject to the conditions described in this policy.

To be eligible for a return, an item should generally meet the following requirements:

  • The item is unused and in its original condition.

  • The item has not been damaged, altered, or misused after delivery.

  • Original packaging, accessories, parts, and documentation are included where applicable.

  • You can provide your order number or other reasonable proof of purchase.

Items that do not meet these conditions may not qualify for a return for reasons of personal preference.

However, these conditions do not limit any rights or remedies available under applicable law, including those relating to defective, damaged, or incorrectly supplied products.

2. How to Request a Return

To request a return, please contact our customer support team before sending any item back.

Customer Support Email: service@avqenro.com

Please include the following information in your email:

  • Your order number

  • The email address used when placing your order

  • The name of the item you wish to return

  • The reason for your return request

  • Photos showing the item's condition, if relevant

Our customer support team will review your request and provide instructions regarding the return procedure.

Please do not send any item back before receiving return instructions from our customer support team.

The appropriate return destination and any additional instructions will be provided when necessary.

3. Return Shipping Costs

For returns requested because of personal preference or other reasons not attributable to us, the customer is generally responsible for return shipping costs.

If an item arrives damaged, defective, incomplete, or different from the item ordered, please contact us before returning it.

We will review the circumstances and explain the appropriate resolution, including responsibility for return shipping where applicable.

All return shipping arrangements and costs will be handled in accordance with applicable law.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact us as soon as reasonably possible.

To help us assess the issue, please provide:

  • Your order number

  • A description of the problem

  • Photos of the item and its packaging, if available

Our team will review the information and explain the appropriate next steps.

Depending on the circumstances, available remedies may include a replacement, return, refund, or another resolution as required by applicable law.

Please contact us before returning the item so that we can provide the appropriate instructions.

Email: service@avqenro.com

5. Items That May Not Qualify for a Return

A return requested for personal preference may be declined if the item:

  • Has been used or damaged after delivery

  • Is missing required parts, accessories, or original packaging where applicable

  • Does not meet the applicable return conditions described in this policy

Any return restrictions will be applied subject to applicable law.

Nothing in this section limits your rights regarding defective, damaged, incorrectly supplied, or otherwise legally nonconforming products.

6. Refund Eligibility and Processing

If your return is approved, we will review the returned item where necessary before proceeding with the refund.

Approved refunds will generally be issued to the original payment method, subject to the procedures of the applicable payment provider.

The time required for a refund to appear in your account may vary depending on your bank, card issuer, or payment service provider.

We will handle refunds in accordance with applicable law and the circumstances of the transaction.

If your refund has been approved but has not appeared within the expected processing period, please contact us with your order number.

Customer Support Email: service@avqenro.com

7. Original Shipping Fees

For returns requested because of personal preference, original shipping fees may not be refundable, except where required by applicable law or otherwise determined by the circumstances of the order.

If a return or refund is necessary because of an issue attributable to us, we will review the circumstances and handle any applicable shipping charges in accordance with applicable law.

Any refund amount and applicable shipping charges will be assessed based on the relevant order details and legal requirements.

8. Exchanges

If you would like to exchange an item, please contact our customer support team.

Exchange requests are subject to product availability, the condition of the item, and the circumstances of the request.

If an exchange is unavailable or inappropriate, we will explain any available alternatives, including a return or refund where applicable.

Items that are defective, damaged, or incorrectly supplied will be handled in accordance with applicable law.

9. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Email: service@avqenro.com

We will review the order status and determine whether cancellation is possible.

Once an order has entered processing, packing, or shipment, cancellation may no longer be possible.

If an order has already been shipped, you may need to follow the return procedure described in this policy.

Nothing in this section limits any cancellation or refund rights available under applicable law.

10. Undeliverable or Returned Packages

If a package cannot be delivered because of an incorrect address, incomplete delivery information, or other delivery issues, the carrier may return the package to the sender or require additional arrangements.

If your tracking information indicates that a package is undeliverable or has been returned, please contact our customer support team.

We will review the available shipping information and explain the appropriate next steps.

Any additional shipping costs or refund adjustments will be assessed based on the circumstances, applicable policies, and applicable law.

11. Contact Us

If you have questions about returns, refunds, exchanges, or cancellations, please contact us using the information below.

Brand Name: avqenro

Company Name: Guangzhou Yuanyu Internet Technology Co., Ltd.

Customer Support Email: service@avqenro.com

Phone: +86 20 32033188

Business Address: Room 603, A205, 6th Floor, No.433, 435 Middle Zhongshan Avenue, Tianhe District, Guangzhou City, Guangdong Province, China

When contacting us about a return or refund, please include your order number and the email address used at checkout so we can assist you more efficiently.

Please note that our business address is not necessarily the return shipping address. Do not send returned items to our business address unless our customer support team has specifically confirmed that it is the correct destination.

12. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our business practices, services, or applicable legal requirements.

The updated version will be published on this page with a revised Last Updated date.

Changes will be applied in accordance with applicable law and will not unlawfully restrict existing customer rights.

Thank you for choosing avqenro. We appreciate your trust and are committed to providing helpful customer support.