Refund policy
REFUND POLICY
Last updated: September 22, 2026
At ATHVENA, we want you to feel confident about your purchase.
This Returns and Refunds Policy explains the conditions for returns, refunds, cancellations and products that arrive damaged, defective or incorrect.
1. 30-DAY RETURN POLICY
ATHVENA offers a voluntary 30-day return period on eligible products.
You may request a return within 30 calendar days after receiving your order.
To qualify for a voluntary return, the product must be unused, unworn and unwashed, in its original condition, with all original tags, accessories and packaging, and without stains, odours, alterations or other signs of use.
Proof of purchase may be required.
ATHVENA may decline a voluntary return where these conditions are not met.
This voluntary policy does not restrict any mandatory consumer rights applicable to damaged, defective, incorrect or non-conforming products.
2. STATUTORY CANCELLATION RIGHTS
Customers located in jurisdictions that provide a statutory cooling-off or withdrawal period, including eligible consumers in the European Union, European Economic Area and United Kingdom, may have the right to cancel an eligible online purchase within 14 calendar days without providing a reason.
Applicable statutory rights operate independently from ATHVENA's voluntary 30-day return policy.
Customers exercising a statutory cancellation or withdrawal right should notify ATHVENA before the applicable deadline expires.
Returned products must then be sent back within the period required by applicable law.
3. HOW TO REQUEST A RETURN
Before returning any product, contact:
contact@athvena.com
Please include your full name, order number, email address used to place the order, the product you wish to return and relevant information concerning your request.
For damaged, defective or incorrect products, we may also request photographs or video.
Do not return a product before receiving return instructions from ATHVENA.
The authorised return address will be provided to you after your request is reviewed.
Our corporate business address is not automatically a return warehouse.
4. RETURN SHIPPING COSTS
For voluntary returns based on change of mind, incorrect size selection or personal preference, the customer is generally responsible for the direct cost of returning the product, except where applicable law requires otherwise.
ATHVENA will cover or reimburse reasonable return costs where required by applicable law or where the product is defective, arrives damaged, is materially different from its description or an incorrect product was delivered.
We recommend using a tracked return service and retaining proof of postage.
5. CONDITION OF RETURNED PRODUCTS
Customers may inspect a product to the extent reasonably necessary to determine its fit, nature, characteristics and functionality.
For clothing, footwear and accessories, this normally means trying the item on carefully without using it for exercise, outdoor wear or extended activity.
ATHVENA may reduce or refuse a voluntary refund where a product has lost value because it was handled beyond what is reasonably necessary.
Examples may include products that have been worn for extended periods, washed, altered, stained, damaged, exposed to strong odours or returned without required components or tags.
Mandatory consumer rights remain unaffected.
6. NON-RETURNABLE PRODUCTS
Subject to applicable law, certain products may not qualify for change-of-mind returns.
These may include personalised or customised products, products made to customer specifications, gift cards or store credit where legally permitted, and sealed hygiene or health-protection products where the seal has been broken.
Products that have been worn, washed, altered or damaged after delivery may also be excluded from voluntary returns.
This section does not remove legal rights relating to faulty, damaged, incorrect or non-conforming products.
7. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Please inspect your order after delivery.
If you receive a damaged, defective, incomplete or incorrect item, contact contact@athvena.com as soon as reasonably possible.
We may request photographs showing the product, defect or damage, packaging and shipping label.
Depending on the circumstances and applicable law, remedies may include replacement, repair where appropriate, delivery of a missing product, price reduction or refund.
Do not destroy, repair or return the item before receiving instructions from us.
8. REFUNDS
Once a return is received and inspected, we will notify you of the outcome.
Approved refunds are normally issued to the original payment method and in the original transaction currency, subject to the processes of the payment provider.
Where required by applicable consumer law, eligible original standard delivery charges will also be reimbursed.
Premium or expedited shipping upgrades may not be refundable beyond the cost of the least expensive standard delivery option, where permitted by law.
After ATHVENA issues a refund, your bank or payment provider may require additional time to post the funds to your account.
9. EXCHANGES AND SIZE CHANGES
Because inventory changes frequently, ATHVENA cannot guarantee direct exchanges.
If you need another size, colour or product, we may ask you to return the original item and place a new order.
Any exchange offered by ATHVENA remains subject to product availability.
10. ORDER CANCELLATIONS
If you wish to cancel an order, contact us as soon as possible.
We cannot guarantee cancellation once an order has entered processing or fulfilment.
If cancellation is no longer possible, you may request an eligible return after delivery under this Policy and applicable law.
11. REFUSED OR UNCLAIMED DELIVERIES
Where permitted by law, reasonable shipping and handling costs may be deducted from a voluntary refund if an order is returned because it was refused, not collected or sent to an incorrect or incomplete address provided by the customer.
This does not apply where ATHVENA or our shipping provider caused the delivery failure.
12. MANDATORY CONSUMER RIGHTS
This Policy does not limit statutory rights that cannot legally be excluded.
Consumers in the European Union generally benefit from a minimum two-year legal guarantee of conformity for goods that are defective or do not conform to their description.
Customers in the United Kingdom and other jurisdictions may have additional statutory remedies under applicable consumer law.
CONTACT
For questions about returns, cancellations, exchanges or refunds:
Email: contact@athvena.com
Website: athvena.com