Ava Noir

Returns and Refunds

Last updated: 4 June 2026

---

We want you to be happy with your order. This policy explains when you can return goods, how to do it and how refunds work. It sits alongside our Terms and Conditions and does not affect your legal rights.

1Important note on intimate products

2Your right to cancel

If you are a consumer you have the right to cancel your order within 14 days without giving a reason. The 14 day period ends 14 days after the day you receive the goods. Where an order is delivered in more than one parcel the period runs from the day you receive the last item.

This right applies to goods that are returned sealed and unopened. It does not apply to intimate products that have been unsealed, as set out in section 1, unless they are faulty.

3How to return an item

1. Email us at info@amexagroup.co.uk within the 14 day period and tell us your order number and the items you wish to return.
2. We will reply with the return address and any instructions.
3. Pack the goods securely in their original, unopened packaging.
4. Send the parcel back to us without undue delay and within 14 days of telling us you are cancelling.

We recommend you use a tracked service and keep your proof of postage, as the goods remain your responsibility until they reach us. You are responsible for the cost of return unless the goods are faulty or were sent in error.

4Refunds

Once we receive the returned goods and confirm they are eligible we will refund the price you paid for them. Where you are returning your whole order we will also refund the standard delivery cost. If you chose a more expensive delivery option we will only refund the standard rate.

We will make the refund within 14 days of receiving the goods back, or within 14 days of you giving us proof that you have sent them, whichever is sooner. Refunds are made using the same payment method you used to place the order.

We may reduce your refund to reflect any loss in value of the goods caused by handling beyond what is necessary to check their nature and function.

5Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If your item arrives faulty, damaged or is not what you ordered, please contact us as soon as you can.

Your rights here are not affected by the hygiene exemption. If a product is faulty you are entitled to a repair, replacement or refund. We will cover the reasonable cost of returning faulty goods. To help us deal with your claim quickly please describe the fault and send photographs where you can.

6Items that cannot be returned

Unless faulty, the following cannot be returned for a refund:

• Intimate products where the hygiene seal or packaging has been opened or removed.
• Lingerie, underwear or hosiery that has been worn or where protective hygiene strips have been removed.
• Items that have been used, washed or are not in their original condition.
• Gift cards.

7Contact us