Eligible Return Requests

• Submit your return request within 21 days of receiving your order.
• Items must be new, unused, unwashed and in their original condition.
• All original tags must remain attached.
• Proof of purchase, such as your order number, must be provided.

Items that do not meet these conditions may not qualify for a change-of-mind return, subject to your rights under applicable consumer law.

Items Generally Not Eligible for Change-of-Mind Returns

• Accessories.
• Bodysuits and intimate apparel.
• Items marked as final sale or non-returnable.

Hygiene-related exclusions and final-sale terms do not limit any rights you may have if an item is faulty, incorrectly supplied or otherwise covered by applicable consumer protection law.

Conditions We Cannot Accept

For change-of-mind returns, we may decline items that show signs of use or damage, including:

• Makeup stains, perfume odour or deodorant marks.
• Pet hair, washing or wear marks.
• Damage caused after delivery by use or handling.
• Missing original tags or items returned in an altered condition.

Contact us within 7 days of delivery at support@avaoffduty.com and include your order number, a description of the issue and clear photos of the item.

We may review the photos alongside our pre-shipment inspection records to assess the reported issue. Where appropriate, we will offer one of the following resolutions:

Your statutory remedies are not limited by this reporting process or by our inspection records.

Who Pays for Return Shipping?

For change-of-mind returns, including a size selected incorrectly or a personal preference, customers are generally responsible for return shipping and applicable related charges, unless the item is faulty, incorrectly supplied or applicable law says otherwise.

For eligible faulty or incorrectly supplied items, please contact us first. We will explain the available resolution and any applicable return shipping arrangements.

Our Return Warehouses

Our fulfilment and returns operations are currently based in China and Vietnam. We will provide an authorised return address after reviewing your request. Our default return address is generally in China; if you prefer to return to our Vietnam warehouse, please tell us before shipping.

Return locations depend on our instructions for your particular case. Do not send a parcel to an address that has not been authorised by our team.

We recommend using a tracked shipping service and keeping your tracking number until your return has been received and processed. If a return parcel is lost in transit, contact your carrier to begin an investigation. Responsibility will be assessed under applicable law.

For international returns, customers may be responsible for applicable return shipping, duties, taxes, import charges and customs clearance fees, where permitted by law.

Original shipping charges, shipping insurance and third-party fees that cannot be recovered may not be refundable, except where a refund is required by applicable law.

If additional customs, tax or clearance charges are incurred when a return parcel arrives at our warehouse, we may deduct eligible, documented and non-recoverable charges from the refund where permitted by law. We will not deduct charges that we are legally required to bear.

How Refund Amounts Are Calculated

Original shipping charges and shipping insurance are generally non-refundable for change-of-mind returns, subject to applicable law.

If a free-shipping offer applied to your original order and a refund reduces the retained order value below the relevant free-shipping threshold, the original shipping charge may be deducted where this was disclosed at purchase and is permitted by law.

Any permitted deductions for non-recoverable duties or third-party fees will be explained as part of the refund assessment.

If you have a concern about an order, return or refund, please email us before initiating a payment dispute with your bank or card issuer. This gives us an opportunity to review the issue and may help avoid delays while a dispute is being investigated.

If a payment dispute has already been opened, please let us know. We will review the situation in accordance with the payment provider's process and applicable law.

Contacting us first does not waive your rights to raise a payment dispute or exercise any statutory consumer rights.

If you need to change or cancel an order, contact us as soon as possible before it is dispatched. Once an order has been shipped, cancellation may no longer be possible and you may need to follow the applicable return process.

This policy does not affect any cancellation or other rights provided by applicable law.