Right of Free Withdrawal and Returns

Terms in effect from 27 October 2026. Purchases made before that date are governed by the previous terms.

Cancel purchase here

You can return any product, without stating a reason, within 14 days (right of free withdrawal). If the product has a defect, please see the Warranty page.

The terms on this page apply to purchases made directly from AVA on the avacr7.com website. If you purchased the product from an authorized distributor or reseller, the right of free withdrawal and returns are governed by that seller's terms, to whom you should contact. Nothing on this page affects the rights granted to you by law as a consumer.

FREE WITHDRAWAL AND RETURNS

14-day period

You can cancel your purchase, without stating a reason, within 14 days in succession. The period begins the day after you, or a third party designated by you (who is not the carrier), takes physical possession of the goods. If the order is delivered in multiple shipments, the period begins upon receipt of the last item. The right is considered exercised on time if you send your declaration before the period expires.

How to exercise the right

1. Click Cancel purchase here (at the top of this page) or go directly to the form, fill it out, and click Confirm withdrawal. Alternatively, send us an unequivocal declaration by email to customercare@avacr7.com or by letter to Av. Columbano Bordalo Pinheiro, Edifício Pórtico, 5.º andar, sala 5.03, 1070-061 Lisboa. You can use the form template found further down this page, but it is not mandatory.
2. We will immediately send you an email confirming receipt of your declaration, including the date and time.
3. We will send you the return instructions and the address to which you should ship the products. If you have any questions, call +351 917 397 140 (national mobile network call charges apply).

Exceptions to the right of free withdrawal

Under the law, the right of free withdrawal does not apply to goods made to the consumer's specifications or clearly personalized.

Product returns

• You must return the products without undue delay and within a maximum of 14 days from the date you notified us of your decision.
• You are responsible for the direct costs of the return. You can return the products by your own means, with the carrier of your choice (keep the proof of shipment), or ask AVA to arrange collection. In this case, we will inform you of the collection cost before scheduling it, and we will only proceed with your agreement.
• You may handle and try the products as you would in a physical store to check their nature, characteristics, and operation. You are only responsible for any reduction in the value of the goods resulting from handling beyond what is necessary for this purpose. If there is a reduction in value, it will be assessed on a case-by-case basis and communicated in writing, with photographs, and only the actual loss of value will be deducted.
• We recommend that you return the products in the original packaging and with all accessories to prevent damage during transport. Damaged packaging alone does not prevent the return. If the damage to the packaging or the product effectively reduces the value of the product, we may deduct only that loss of value from the refund, assessed on a case-by-case basis.

Refund

• We will refund all payments received within a maximum of 14 days from the date we become aware of your decision to cancel the purchase, using the same payment method used for the purchase and at no cost to you.
• If you paid for delivery that was more expensive than standard (for example, express), we will refund the cost of the standard delivery method, the cheapest we offer to your destination at the time of purchase. For destinations where the only available method is FedEx, we will refund the full amount of the shipping costs paid. The additional cost of a delivery more expensive than standard is not refunded.
• We may withhold the refund until we receive the returned goods.

Exchange for another size

You can request an exchange for another size within the same 14-day period, subject to stock availability. The exchange is an optional service and, as sizes are priced the same, it does not involve any payment or refund. You are responsible for the shipping costs of returning the product and delivering the new product. If the product received is incorrect or defective, the exchange is free (see the Warranty page).

Purchases outside Portugal

If you reside in another country, you also benefit from the rights of withdrawal and return recognized by the mandatory law of your country of residence, if they are more favorable.

WITHDRAWAL FORM TEMPLATE

(Fill out and submit only if you wish to cancel the purchase.)