Trust & Guarantees
How Avendi Local protects every order
SLAs, refunds, and what happens if something goes wrong
Travelers are on tight schedules. Hotel checkouts, flights, trains — a souvenir order that arrives late or damaged is a real problem. This page is the contract: what Avendi Local commits to, what we do when we miss, and how to reach us. Every order is backed by Avendi Local, not the individual vendor, so you never have to chase the maker.
Our delivery & refund SLAs
Order before 5 PM → same-day delivery
Hotel front desk arrival typically within 4 hours of vendor confirmation. Tracking link by email.
Order after 5 PM → next-morning delivery
Goes out at the start of next-day operations; arrives at the hotel before mid-morning in launch cities.
Missed SLA → delivery fee refunded
If we miss the same-day or next-morning window, the delivery fee is refunded automatically on request.
Late vs your departure → full refund or redirect
If a delay causes you to miss your departure, choose: full refund, hold for vendor pickup (7 days), or redirect to your next hotel within the same city at no extra cost.
Damaged or not-as-described → refund or replacement in 7 business days
Photograph the issue, email support@avendi.me within 7 days. Replacement ships same-day where stock allows.
Dispute acknowledgement → within 24 hours
Avendi Local backs every order, not the individual vendor. You do not negotiate with the maker.
How disputes work, in plain language
- Email support@avendi.me with your order ID, photos (if applicable), and a one-line description of the issue.
- Acknowledgement within 24 hours. A real human triages the ticket and tells you the next step.
- Resolution within 7 business days for eligible disputes: refund to original payment method, replacement shipped same-day where stock allows, or redirect to your next hotel.
- Avendi Local backs every order. We pay the refund and handle vendor recourse on the back end. You do not negotiate with the maker.
Six structural protections
KYB vendor vetting
In-person workshop visits, identity documents, locally-made confirmation, and pricing alignment to city-list rates.
Maker-first economics
Artisans receive the full local list price. Avendi’s revenue is a transparent vendor-side commission and traveler-side delivery fee — not a margin squeeze on the maker.
Travel-safe packaging
Fragile goods (ceramics, glass, framed art) ship in travel-safe packaging by default. Suitable for hand-luggage or hold transit.
Encrypted, verified payments
Stripe and regional equivalents process every transaction. We never store full card numbers and do not accept cash on delivery.
Periodic re-audits
Active vendors are re-checked on sourcing, pricing, and quality. Drift means removal from the platform.
Free returns within the delivery city
Change of mind, sizing, or anything else: bring it back while you are still in the city, no questions asked.
Related pages
- Avendi Authentic — vendor vetting framework
- How Avendi pricing works — traveler payment flow, no tourist markups
- Refund policy — the legal version
- FAQ — delivery, payments, packaging
- Cities & expansion — where Avendi Local operates today