At Averlin, operated by HONG KONG SAIGE TIAODONG TECHNOLOGY CO., LIMITED, we want customers to receive products in good condition and as described.

This Returns & Refund Policy explains when an order may be cancelled, returned, replaced, or refunded.

Nothing in this Policy limits any rights that cannot lawfully be excluded under applicable consumer protection laws.

1. Order Cancellations

If you wish to cancel an order, please contact us at:

support@averlin.shop

as soon as possible after placing your order.

An order may be cancelled for a full refund if it has not yet been processed or dispatched.

Once an order has been packed, transferred to a fulfillment provider, or dispatched, we may no longer be able to cancel it. In that case, the applicable return conditions below will apply.

If Averlin cancels an order because a product is unavailable, payment cannot be processed correctly, or we are unable to fulfill the order, any payment already collected for the cancelled items will be refunded.

2. Returns for Unopened Products

Subject to the exclusions below, you may request a return within 14 days after delivery.

To qualify for a discretionary return, the product must:

  • Be unused
  • Be unopened
  • Have its original seal intact
  • Be in its original packaging
  • Be in a condition suitable for resale
  • Include any accessories, inserts, or documentation originally supplied
  • Have been stored in accordance with the stated storage requirements

A return must be approved by our customer service team before the product is sent back.

Please do not return products without first contacting us and receiving return instructions.

3. Health, Hygiene, and Product Safety Restrictions

Because some products sold by Averlin may be health-related, sealed, temperature-sensitive, or subject to specific storage and handling requirements, we generally cannot accept discretionary returns once:

  • The product has been opened
  • A security or tamper-evident seal has been broken
  • The product has been used
  • The product has been partially consumed
  • The original packaging has been materially damaged
  • The product has not been stored according to its required storage conditions
  • The product’s integrity, safety, or quality can no longer reasonably be verified

These restrictions are intended to protect product integrity and customer safety.

They do not apply where a customer has legal rights relating to defective, damaged, incorrectly supplied, or otherwise non-conforming goods that cannot lawfully be excluded.

4. Damaged Products

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives visibly damaged, please contact us within 7 days of delivery and provide:

  • Your order number
  • Your name and email address
  • A description of the issue
  • Clear photographs of the product
  • Photographs of the external shipping packaging
  • Photographs of the shipping label, where applicable

Please retain the product and all original packaging until we have reviewed your request.

After verification, we may provide, as appropriate:

  • A replacement product;
  • A refund; or
  • Another reasonable solution agreed with you.

We may not require a damaged product to be returned where returning it would be impractical or inappropriate.

5. Incorrect Products

If you receive a product that is materially different from what you ordered, please contact us within 7 days of delivery.

Please provide your order number and photographs showing the product received.

Where we confirm that an incorrect product was supplied by us, we will arrange an appropriate replacement or refund.

Any reasonable return shipping costs required because of our fulfillment error will be borne by Averlin.

6. Defective or Non-Conforming Products

If you believe a product is defective, materially damaged, or materially different from its description, please contact us promptly after discovering the issue.

We may request reasonable supporting information such as:

  • Photographs
  • Batch or lot number
  • Product packaging
  • Description of the issue
  • Storage information
  • Other information reasonably necessary to investigate the claim

We may also request that the affected product be returned for inspection where appropriate.

If we determine that the product is defective or otherwise does not conform to the applicable order or product description, we may provide an appropriate:

  • Replacement;
  • Refund; or
  • Other remedy available under applicable law.

Nothing in this section limits any mandatory statutory rights available to the customer.

7. Change-of-Mind Returns

Eligible unopened products may be accepted for return within the 14-day return period where the customer simply changes their mind.

For an approved change-of-mind return:

  • The customer is responsible for return shipping costs.
  • The original delivery fee is generally non-refundable unless required by applicable law.
  • The product must satisfy all return eligibility requirements in this Policy.
  • We recommend using a trackable return shipping service.

Averlin is not responsible for a returned parcel that is lost before it reaches the designated return location.

8. Non-Returnable Products

Unless the product is defective, damaged, incorrectly supplied, or applicable law requires otherwise, we generally cannot accept returns of:

  • Opened products
  • Used products
  • Products with broken or removed seals
  • Products whose safety or integrity cannot be verified
  • Products damaged after delivery through improper handling
  • Products stored contrary to stated storage instructions
  • Temperature-sensitive products that have left controlled storage conditions
  • Products marked as final sale or non-returnable before purchase, where legally permitted
  • Promotional or complimentary products with no separate purchase price

9. Storage-Sensitive Products

Certain products may require specific storage conditions.

Customers are responsible for following the storage instructions provided on the product page, packaging, or accompanying documentation after delivery.

Claims arising solely from improper storage, handling, exposure to unsuitable temperatures, or use contrary to the supplied instructions may not qualify for a refund or replacement.

This does not affect claims relating to products that were already defective or compromised before delivery.

10. Return Authorization

Before sending any product back to us, please contact:

support@averlin.shop

If the return is approved, we will provide the applicable return instructions.

Returned products sent without authorization may experience processing delays and, where we cannot reasonably identify the order or customer, may not be capable of being processed.

Please do not send a return to the address printed on a parcel unless our customer service team specifically instructs you to do so.

11. Return Shipping Costs

If the return is due to:

  • An incorrect product supplied by Averlin
  • A verified defective product
  • A product materially damaged before or during delivery

Averlin will bear or reimburse reasonable return shipping costs where a return is required.

For approved change-of-mind returns or other discretionary returns not caused by Averlin, return shipping costs are the customer’s responsibility.

12. Refund Processing

Once an eligible returned product has been received and inspected, we will notify you of the outcome of the return request.

Approved refunds will normally be issued to the original payment method.

We aim to initiate approved refunds within 5–10 business days after approval.

After we issue the refund, your bank, card issuer, or payment service provider may require additional time to post the refund to your account.

Averlin does not control processing times imposed by banks, card issuers, or payment service providers.

13. Refund Amounts

Where a full refund is approved because:

  • We supplied the wrong product;
  • The product was materially defective;
  • The product was materially damaged before or during delivery; or
  • We cancelled the order before fulfillment,

the refund will generally include the amount paid for the affected product and, where appropriate or legally required, the applicable shipping charges.

For discretionary or change-of-mind returns, original shipping fees and return shipping costs are generally not refundable unless required by applicable law.

Any refund deductions will be clearly explained before or when the refund is processed.

14. Partial Refunds

Where legally permitted, a partial refund may be offered where:

  • Only part of an order is affected;
  • Multiple products were purchased and only certain products qualify for refund; or
  • Another partial remedy is agreed between the customer and Averlin.

We will not make arbitrary deductions from refunds for verified defective, damaged, or incorrectly supplied products.

15. Lost or Undelivered Orders

If tracking indicates that an order has not been delivered within a reasonable period, please contact us so that we can investigate the shipment with the relevant carrier.

Depending on the outcome of the carrier investigation, we may provide:

  • Reshipment;
  • Replacement; or
  • Refund.

A parcel will not automatically be treated as lost solely because delivery is delayed.

16. Incorrect or Incomplete Shipping Information

Customers are responsible for providing a complete and accurate shipping address.

If an order cannot be delivered because the customer provided an incorrect or incomplete address, we will attempt to assist where reasonably possible.

If the parcel is returned to us, any refund or reshipment will be assessed after the returned parcel has been received.

Reasonable shipping costs resulting solely from an incorrect address provided by the customer may be deducted or charged again where permitted by applicable law.

17. Refused Deliveries and Customs

International shipments may be subject to import, customs, or regulatory requirements in the destination jurisdiction.

Customers are responsible for reviewing applicable import requirements before placing an order.

If a shipment is refused by the customer or returned because of customs or import restrictions, we will assess any refund after the parcel has been returned to us in an acceptable condition.

Shipping charges, customs charges, return shipping costs, duties, taxes, or other non-recoverable third-party charges may not be refundable where permitted by applicable law.

This section does not apply where the non-delivery resulted from an error by Averlin or where applicable law requires a different remedy.

18. Delivery Marked as Delivered

If carrier tracking shows that an order has been delivered but you cannot locate it, please:

  1. Check the delivery location and surrounding area;
  2. Check with members of your household or building reception;
  3. Verify the shipping address on your order; and
  4. Contact the carrier where appropriate.

If the parcel still cannot be located, contact us at support@averlin.shop so that we can review the shipment information.

Refunds for parcels recorded as successfully delivered will be assessed based on the available shipping and carrier evidence.

19. Payment Disputes

If you believe there is a problem with an order or refund, we encourage you to contact us first at support@averlin.shop so that we can investigate and attempt to resolve the issue promptly.

Nothing in this Policy restricts any rights you may have through your card issuer, payment provider, or applicable law.

20. Abuse and Fraud Prevention

We reserve the right to investigate return or refund requests where there is reasonable evidence of:

  • Fraud
  • Product substitution
  • False delivery claims
  • Repeated abuse of the return process
  • Manipulated documentation
  • Unauthorized transactions
  • Other deceptive activity

A legitimate consumer claim will not be rejected solely because a review or verification process is required.

21. Your Statutory Rights

This Policy is intended to provide clear commercial return and refund procedures.

Nothing in this Policy excludes, restricts, or modifies any consumer right, remedy, warranty, condition, or liability that cannot lawfully be excluded under applicable law.

Where this Policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.

22. Changes to This Policy

We may update this Returns & Refund Policy from time to time to reflect changes in our operations, products, shipping arrangements, payment services, or applicable legal requirements.

The latest version will be published on averlin.shop with an updated revision date.

The policy applicable to an order will generally be the version in effect when the order was placed, subject to any mandatory rights available under applicable law.

23. Contact Us

For return, replacement, cancellation, or refund requests, please contact:

HONG KONG SAIGE TIAODONG TECHNOLOGY CO., LIMITED

Averlin

Email: support@averlin.shop

Address:

RM 509, 5/F, THE CLOUD

111 TUNG CHAU STREET

TAI KOK TSUI, KOWLOON

HONG KONG