Return and Refund Policy

Last updated: October 27, 2026

Your return window

You may request an eligible return within 30 calendar days after confirmed delivery. This is the deadline for contacting us, not a requirement that the parcel arrive back within that period. Longer or additional remedies required by law remain available.

Email service@avelloran.com with your order number, the item and reason for return. Include photographs where they help explain a problem. Wait for authorization and the correct return address before sending the item; our registered business address is not a return destination.

Preference-based returns

For a change of mind or another preference-based return, items should be unused, unaltered, undamaged and in their original condition. Include proof of purchase and original packaging where reasonably applicable. The buyer pays return shipping, and original shipping charges are generally not refundable unless the law requires otherwise.

Personalized or customized items, gift cards and items clearly marked final sale before purchase may be excluded from preference returns. Customer-caused damage or misuse may also make an item ineligible. These exclusions do not take away remedies for defects, fulfillment errors or material misdescription.

When something is wrong

If a toy arrives damaged, defective, incorrect, missing a material component or materially different from its description, contact us with the order number and an explanation. Photographs of the item and packaging can help us assess the issue.

We will review the problem and offer an appropriate resolution, such as a replacement, refund or authorized return. For a confirmed error attributable to us or our fulfillment process, we bear the reasonable costs of resolving it, including applicable return shipping. Standard unused-condition requirements do not override these remedies.

Returning the parcel

Follow the instructions for your specific return and pack the item securely. A tracked service is recommended when available; keep the receipt and tracking details. Sending a parcel to an unauthorized address can delay or prevent processing.

Inspection and refunds

We inspect returned goods at the designated destination and may contact you if the contents or condition need clarification. Approved refunds are generally initiated to the original payment method within 5–10 business days after receipt and inspection. Business days generally exclude weekends and public holidays. Banks and payment providers may take additional time to display the credit.

This return-processing period does not apply to an unshipped order canceled because we miss our dispatch commitment. Such an order receives a full and prompt refund without any return or inspection requirement.

Exchanges and cancellations

Direct exchanges are not available for every item. If an exchange cannot be arranged, an eligible return followed by a separate purchase may be needed.

For an ordinary change or cancellation, email promptly: dispatch is within 24 consecutive hours after confirmed payment. We will try to assist before fulfillment begins, but cannot guarantee an ordinary cancellation once it starts. After dispatch, the return process generally applies. An ordinary cancellation we approve has no separate cancellation fee. Statutory cancellation and refund rights remain unaffected.

See our Shipping Policy for dispatch delays and delivery problems. Nothing in this policy waives a mandatory consumer right.

Business and customer support

Avelloran is operated by Hangzhou Baolixiong Technology Co., Ltd.

Website: avelloran.com
Registered business address: Room 5013, Building 3, Zhihui Zhimen Center, Xixing Subdistrict, Binjiang District, Hangzhou, Zhejiang, China
Email: service@avelloran.com
Phone: +86 571 8801 5499
Support hours: Monday–Friday, 9:00 a.m.–6:00 p.m., Beijing time (UTC+8)
Support response time: 1–2 business days.

The registered business address is not a return address. Contact us for authorization and the correct return destination before sending any item.