Refund policy

Return & Refund Policy

Last updated: 08/08/2026

Thank you for shopping with Averelo. We want you to be happy with your order. Please read this policy carefully before purchasing, as it explains when refunds are available and how to request one.

Shipping & delivery

Our products ship directly from our suppliers. Depending on the item and your location, delivery can take 8–15 business days. Tracking is provided for every order where available.

Returns

We do not accept physical returns. Please do not ship any item back to us without written instructions from our team, items returned without prior approval cannot be processed or refunded.

This does not mean all sales are final. If your order qualifies under the conditions below, we will make it right with a refund or a free replacement.

When you are eligible for a refund or replacement

You may request a refund or a free replacement if any of the following apply:

  • Damaged or defective item — your product arrived broken, damaged, or not working.
  • Wrong item — you received a product different from what you ordered.
  • Never arrived — your order did not arrive within [maximum delivery window, e.g. 30 days] of the estimated delivery date.
  • Order could not be fulfilled — we are unable to ship your item for any reason.

When you are not eligible

Refunds are generally not available in these cases:

  • Change of mind after the cooling-off period below has passed (30 days after purchase).
  • An incorrect or incomplete shipping address was provided at checkout.
  • The package was refused on delivery or not collected from customs and returned to sender.
  • Minor differences in color, size, or packaging that fall within normal manufacturing variation.

How to request a refund

Email us at lusocapebrands@gmail.com within 15 days of receiving your order (or within [15 days] of the estimated delivery date if your order never arrived). Please include:

  1. Your order number.
  2. A short description of the issue.
  3. For damaged, defective, wrong, or not-as-described items: clear photos or a short video showing the problem.

We aim to respond within 1–2 business days. In most cases you will not need to return the item.

Refund method and timing

roved refunds Appare issued to your original payment method. Once approved, please allow 5–10 business days for the refund to be processed, and note that your bank or card provider may take additional time to post it to your account.

If you requested a replacement instead, we will arrange for a new item to be shipped at no extra cost.

Order cancellations

You can cancel your order for a full refund within 24 hours of placing it, as long as it has not yet been processed or shipped. After that point, the order is with our supplier and can no longer be cancelled.

Contact us

Questions about this policy? Reach us at lusocapebrands@gmail.com and we will be glad to help.