Refund & Returns Policy

Effective Date: April 29, 2026

Avendi Local backs every order centrally — you do not need to negotiate with the underlying vendor. This policy explains when refunds and replacements apply, how long they take, and how to start a request. The corresponding delivery SLAs and dispute workflow are at /trust.

1. Scope

This policy applies to orders placed at avendi.me and its city subdomains, fulfilled by Avendi Pte. Ltd. (Singapore) and delivered within an active Avendi Local launch city. It supplements your statutory consumer rights under the laws of the city and country where the order was delivered.

2. Free in-city returns

  1. While you are still in the delivery city, you can return or exchange any item in new and unused condition with original tags and packaging — no questions asked. We arrange a courier pickup from your hotel at no extra cost.
  2. Custom-made or personalized items (e.g., engraved goods) are not eligible for change-of-mind returns; damage and not-as-described claims still apply.
  3. Perishable items (food, fresh tea, edibles with a short shelf life) are not eligible for change-of-mind returns once delivered, except where the item arrived damaged or expired.

3. Damaged, defective, or not-as-described items

  1. Email support@avendi.me within 7 days of delivery with the order ID and clear photos of the issue.
  2. We acknowledge within 24 hours and resolve eligible claims within 7 business days via refund to your original payment method or replacement of the affected item. Replacements ship same day where stock allows.
  3. You do not need to ship the item back from outside the delivery city. For claims raised after departure, photo and order-ID evidence is sufficient.

4. Late delivery

  1. If we miss the same-day or next-morning SLA published at /trust, the delivery fee is refunded automatically on request.
  2. If a delay causes you to miss your departure (flight, train, hotel checkout), you have three options: (a) full refund, (b) we hold the order at the originating vendor for up to 7 days for in-person pickup, or (c) we redirect to your next hotel within the same city at no extra cost.

5. Cancellations

Because Avendi Local operates on same-day delivery windows, orders cannot be cancelled once the vendor has confirmed and packed the items. If you need to cancel, contact support@avendi.me immediately — we will try to stop the order, but cannot guarantee success.

6. Refund timing and currency

  1. Once a refund is approved, Avendi Local issues it within 24 hours to your original payment method.
  2. The remaining settlement time (typically 3–7 business days) is set by your card issuer or bank. International cards may take longer.
  3. Refunds are issued in US dollars (USD), the same currency in which the original order was charged. We refund the full USD amount you paid (including any rounding that applied at checkout). If your card's billing currency is not USD, your card issuer will apply its own conversion at refund time, which can produce small differences in your home currency between what you paid and what is refunded — that is set by your bank, not by Avendi Local.

7. Replacements

Where you accept a replacement instead of a refund, we ship the same day stock allows. If the replacement value differs from the original (e.g., upsize or downsize), the difference is charged to or refunded from your original payment method, with your written consent.

8. Non-eligible cases

  • Change-of-mind returns after you have left the delivery city.
  • Minor variations in handmade products (color, finish, weave) that fall within the natural variation of the maker's craft.
  • Damage caused by handling after delivery (e.g., breakage in your luggage unrelated to packaging).
  • Claims raised more than 30 days after delivery, unless required by local consumer law.

9. How to start a refund or replacement request

  1. Email support@avendi.me from the address you used at checkout.
  2. Include the order ID, a one-line description, and photos if relevant.
  3. A real human acknowledges within 24 hours and tells you the next step.

10. Related pages

11. Contact

Avendi Pte. Ltd.
68 Circular Road #02-01, Singapore (049422)