Shipping and Returns
Request a return — sign in to your orders
Last updated: September 6, 2026
avnu, LLC
1. Who fulfills your order
Shop Avnu is operated by avnu, LLC and connects shoppers with independent merchants. The merchant identified for each product sells and ships it and receives physical returns. Orders containing products from different merchants may arrive in separate packages. avnu provides assistance with order issues and refund processing; contact support@shopavnu.com if you need help.
2. Shipping destinations, timing, and charges
Shipping is available within the United States to destinations supported by the merchant selling the relevant item. Each merchant’s shipping policy states any restrictions, including restrictions affecting Alaska, Hawaii, territories, PO boxes, or military addresses. Review the applicable policy and available options at checkout before payment.
Handling time varies by merchant and product. Each merchant’s policy, clearly shown at checkout before payment, states its handling timeframe and any order cutoff, time zone, or business-day definition that affects dispatch. Handling is the time before carrier acceptance, not transit time; there is no uniform marketplace-wide dispatch deadline.
Carriers, shipping methods, and transit estimates depend on the merchant and the option selected at checkout. UPS is not required for all outbound shipments. Review the handling and transit estimates for each merchant’s items; different items in the same order may ship separately and arrive on different dates. Any product-specific shipping conditions must be disclosed before purchase.
Each merchant sets its own shipping charges and any free-shipping conditions. The applicable merchant policy and the total shipping amount payable are clearly shown at checkout before you submit payment. Charges may vary by item, destination, shipping method, and merchant; an order from multiple merchants may include separate shipping charges. There is no marketplace-wide $8 shipping rate or $80 free-shipping threshold. Any promotion applies only as expressly disclosed for the relevant purchase.
We provide tracking when your order ships. A label-created status alone does not mean the carrier has received the package. Delivery estimates may be affected by carrier conditions, but do not remove your cancellation or refund rights.
3. Delayed, missing, or cancelled orders
If an order cannot ship within the promised time, we will notify you of the revised shipping date and offer the legally required choice to consent to the delay or cancel for a prompt refund. Where affirmative consent is required and not received, the affected order will be cancelled and refunded. We will not substitute a different item or charge more without your agreement.
Contact support@shopavnu.com if tracking appears incorrect, an order is missing, or the package arrives damaged. We will coordinate with the merchant and carrier to investigate and provide the refund, replacement, or other remedy due under the applicable policy and law. A valid refund is not conditional on the carrier paying a claim. Please check your delivery address before ordering and contact us promptly if it needs correction.
4. Thirty-day returns
You may request a return within 30 calendar days after delivery. All merchants must accept returns for products in new condition with their original tags (if originally supplied with tags), and for products that arrive damaged, defective, incorrect, or materially different from their description.
New-condition and original-tag requirements do not apply to valid damaged, defective, incorrect, or misdescribed-product claims. Please report problems promptly and provide reasonable supporting information. Statutory rights, recalls, and applicable warranties may provide remedies beyond the 30-day period.
A merchant may offer a longer return period or other more generous terms, which must be clearly disclosed before purchase and honored for your order. No merchant may reduce the minimum 30-day return-request period or its covered categories through a final-sale restriction or other conflicting condition.
5. How to request and send a return
Submit your return request directly on our website, identifying your order, the item, and the reason for return. If you need assistance, email returns@shopavnu.com or support@shopavnu.com. For damaged or incorrect items, photos of the item and packaging can help us resolve the issue; do not send sensitive payment information.
avnu provides return labels and instructions, including the merchant’s return address. Use the provided label and instructions to return the item directly to the merchant; do not send goods to avnu’s business mailing address or an unconfirmed address. Keep proof of shipment and tracking. A request submitted within the applicable return period remains timely while you await our instructions; our response time will not shorten your return rights.
Providing a return label does not necessarily mean return shipping is free. The applicable merchant policy identifies who pays, as explained below. Contact support@shopavnu.com if you cannot submit a request on the website or need help obtaining or using your label.
6. Return shipping and deductions
Who pays return shipping varies by merchant. Review the merchant’s return policy before purchase for the cost allocation, including any differences between change-of-mind returns and damaged, defective, incorrect, or misdescribed items. Any customer-paid label charge and any deduction from your refund will be disclosed before you use the label. Merchant policies do not override applicable law, including any requirement to cover return shipping.
There are no restocking fees. Original outbound shipping charges are not refunded for change-of-mind returns unless the merchant’s more generous terms or law provide otherwise. For an error, defect, or non-delivery, the refund includes the applicable original shipping charges and taxes as required. We will explain any partial-order allocation; no undisclosed handling or processing fee will be deducted.
7. Refund timing and payment method
The merchant will inspect a received return and communicate a policy-based decision within five business days. Approved refunds are issued to the original payment method. Allow 5–10 business days after the merchant receives the return for the refund to appear; bank processing may vary. Contact support@shopavnu.com if it has not appeared within that period. Refunds required sooner by law will be processed within the applicable deadline.
You may ask avnu to review a denial or delay. A merchant’s inaction or departure from the marketplace does not extinguish a valid refund. We will explain the reason for any denial and the applicable policy. A refund will not be replaced with store credit without your agreement, unless permitted by applicable law.
Exchanges are available only from merchants that offer them. Review the merchant’s disclosed exchange terms, including availability, conditions, and any shipping costs, before purchase. Contact us through the website return process for assistance. You are not required to accept an exchange instead of a refund to which you are entitled.
8. Contact and applicable terms
Order assistance: support@shopavnu.com. Submit return requests directly on our website; for return assistance, email returns@shopavnu.com. Legal and privacy questions: info@shopavnu.com. Business: avnu, LLC (Shop Avnu).
This policy supplements the User Terms. Nothing here limits non-waivable consumer rights. The policy disclosed when you purchase governs that order; later revisions will not retroactively reduce your rights.