Refund policy
At Avena, we want every customer to feel confident in their purchase. If something isn't working out, we've built our refund process to be straightforward and free of unnecessary friction.
Our Satisfaction Promise
We stand behind every product we sell, and our refund window depends on whether the product has been opened:
Opened products used according to the directions. If you've followed the usage guidance included with the product and would still like a refund, you're welcome to request one within 90 days of your purchase date.
Unopened products. If the product hasn't been opened or used, you have 14 days from your purchase date to send it back for a refund.
No restocking fees apply, regardless of which category your return falls under.
Eligibility Snapshot
Return Window: Up to 90 days after purchase for opened products used as directed, or 14 days after purchase if the product remains unopened.
Item Condition: For unopened returns, products should be in their original packaging with seals intact.
Restocking Fees: None. We never tack on hidden charges.
Return Shipping Costs
If we made an error or the product arrived damaged. Should your order show up damaged, defective, or incorrectly fulfilled, Avena covers the full cost of return shipping.
If you simply changed your mind. When the return is a personal preference choice rather than an issue on our end, return postage is the customer's responsibility. The original shipping cost (if any) is also non-refundable.
Subscription Orders
Subscription shipments follow the same refund rules outlined above. The same 90-day window (for opened products used as directed) and 14-day window (for unopened products) apply to each individual subscription shipment, calculated from the date that specific order was delivered.
Cancelling versus refunding. Cancelling your subscription stops future renewals but does not automatically refund past shipments. If you'd like a refund on a shipment you've already received, follow the standard return process below in addition to cancelling your subscription.
Recent renewal charges. If you were charged for a renewal you didn't intend to keep, reach out to us as soon as possible at info@myavena.shop. If the order hasn't been dispatched yet, we may be able to cancel it and issue a full refund. Once an order has shipped, it falls under the standard return process.
Cancelling your subscription. Full details on how to cancel, pause, or modify your subscription are available in our Terms of Service. You can cancel at any time by emailing info@myavena.shop.
How to Start a Return
Step 1: Reach out. Send us a message at info@myavena.shop that includes your order number and a brief note about why you'd like to return the product.
Step 2: Package the item. Place the product back in its original packaging along with any documentation or accessories that came with it.
Step 3: Ship it back. Our team will respond with full return instructions, including the address and the carrier method we recommend for safe arrival.
When Will I See My Refund?
Once your return reaches our facility, our team takes a quick look to confirm it meets the eligibility criteria above. After approval, the refund is sent back to the original payment method used at checkout. Expect the funds to appear on your statement within 4 to 6 business days, depending on your bank's processing speed.
Exchanges
We don't offer exchanges at this time. If you'd like a different product, please initiate a return through the process above and place a new order separately.
Non-Returnable Items
Gift cards and store credit are final sale and cannot be refunded or returned. All other Avena products are eligible for return as long as they meet the conditions outlined in this policy.
Need a Hand?
Our FAQ page answers most common questions. If you'd prefer to speak with someone directly, our team is ready to help.