Returns & Refund Policy

Refunds, Cancellations and Returns

We are under a legal duty to supply products that conform with this contract. We hope that you are happy with your purchase from us, but should you wish to return an item or cancel your order then please read the below sections for more information on your rights. If you have any questions, then please contact us at support@avalla.com.

Return & Replacement Window

If you have brought goods from us, the goods we supply must be as described, fit for purpose, and of satisfactory quality. During the expected lifespan of your product, you have the following legal rights:

For up to 30 days from purchase of goods: If your goods are faulty, if the goods do not fit your needs if the goods are falsely advertised. you’re entitled to an arranged refund. This must be returned within the 30-day period, returns after the 30 days will not be accepted.

If, within a period of two years from the date of purchase, your goods manifest a fault, you have the entitlement to request a replacement or repair of the product.

Up to six months: if your goods are faulty and can't be repaired or replaced, then you're entitled to a full refund, in most cases.

Up to six years: if your goods do not last a reasonable length of time, you may be entitled to some money back. This will depend on the type of goods.

Once the goods have been reported as defective, we may request you to return the goods to us.

Shipping costs are determined on an individual basis. We reserve the right to charge for any unauthorized returns.

Warranty & Defective Goods.

If you have brought goods from us, the goods we supply must be as described, fit for purpose, and of satisfactory quality.

Avalla offer a 2-year warranty from the date you purchase the goods. In this time if you find the goods are defective or develop a fault you are entitled to a repair or replacement free of charge with a new or refurbished unit of the same condition. Once the goods have been reported as defective, we may request you to return the goods to us.

Shipping costs are determined on an individual basis. We reserve the right to charge for any unauthorized returns.

The warranty period will remain unchanged, retaining the original expiration date, even following the replacement.

In the event of an upgraded replacement being offered, the warranty expiration date will remain unchanged.

This warranty excludes coverage for issues arising from typical wear and tear, misuse of the product, or malfunctions and damages unrelated to defects in materials or workmanship.

We do not advise you open or tamper with your products at any time as this will void the warranty you have with us, but that you contact our Customer service team at support@avalla.com, who will guide you through the warranty process.

How to make a warranty claim?

Please email our customer service team using the submission form on our Contact Us page. Our customer service team will ask you several questions to determine whether your item is faulty and guide you through the warranty claims process. Our Customer Service Team are available at the following times:

Monday to Friday: 08:30 AM to 17:00 PM

Your right to cancel your order for goods.

If you have bought goods from us and you wish to cancel your order, please contact us as soon as possible. If an order is cancelled before it is despatched, we will refund you in full. If your order has already been despatched, then you can still cancel but you must return the goods to us at your own cost. You will be responsible for any return postage. Please note the following:

You may cancel within 14 days of receiving the goods. You do not need to give a reason for cancelling although we welcome your feedback. Where goods are split into several deliveries you have until 14 days after the day you receive the last delivery to change your mind about the goods.

You must inform us of your decision to cancel this contract by contacting us. You can do this by email to support@avalla.com.

You may inspect your purchases before returning them. This allows you to check whether they are suitable. However, we may deduct a reasonable amount from your refund for damage or wear and tear to the returned products.

We will not pay the costs of returning an item to us unless it is faulty (in which case please see the section above titled ‘Your rights if the goods are defective’). You must take reasonable care in packaging and returning the cancelled goods otherwise we may deduct the value of any damage from your refund.

If you ordered the goods using an enhanced delivery service (such as next day delivery) then we will only refund you our standard delivery rate.

Refunds for goods

If you are entitled to a refund for goods you have bought from us, then we will make payment to the same payment method you used for your purchase.

Mistaken Returns

Please ensure that you include the accurate and complete item when initiating a return. To be eligible for a resolution, the correct item must be returned.

If you have inadvertently dispatched an incorrect item to Avalla, we kindly request that you promptly contact our Customer Service team at support@avalla.com.

Please note that Avalla does not retain items sent in error. As such, Avalla cannot guarantee the retrieval and return of such items, and no compensation will be provided for incorrectly dispatched items to Avalla.

Return Condition

The item must be returned in its original packaging and in good condition, fit for re-sale. If these conditions are not met, we are entitled to give you a partial refund or to reject your request.

Hazardous Returns

If a hazardous item has been returned to Avalla, we reserve the right to refuse the request. Hazardous items encompass a broad spectrum, including but not limited to products containing food, chemicals, oils, or substances of an unidentified nature.

As such, Avalla cannot guarantee the retrieval and return of such items, and no compensation will be provided for hazardous items dispatched to Avalla.

Packaging Clause

Customers are required to retain all original packaging materials for a duration of 30 days from the date of product delivery. This includes, but is not limited to, boxes, protective materials, and labels. In the event of a return or warranty claim, the presence of the original packaging may be necessary to facilitate the process. Failure to retain the packaging for the specified duration may affect the eligibility for returns, exchanges, or warranty services.

Model cancellation form

You may, but do not need to, use the following cancellation form to cancel your order. The information can be sent to us by email at support@avalla.com. Please check the above sections to ensure you can cancel your order.

(Complete and return this form only if you wish to withdraw from the contract)

To Avalla, Draper Tools Limited, Hursley Road, Chandler’s Ford, Hampshire, SO53 1YF,United Kingdom. email: support@avalla.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*], Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate