1. Overview
Avely operates as a marketplace intermediary connecting independent buyers and sellers. This Refund and Return Policy sets out the circumstances under which buyers may be entitled to a refund or return, and the obligations of sellers in relation to returns and refunds.
Avely is not the seller of any products listed on the Platform. Sellers are primarily responsible for honouring returns and refunds for transactions they complete. This Policy establishes minimum standards that all sellers must follow.
2. Consumer Rights Under Israeli Law
Avely acknowledges the rights of consumers under the Israeli Consumer Protection Law, 5741-1981. Under Israeli consumer protection law, buyers may have statutory rights to cancel certain transactions within specific timeframes and under defined conditions. This Policy operates in addition to, and does not limit, any statutory rights you may have.
3. Buyer Eligibility for a Refund
A buyer may be eligible for a refund in the following circumstances:
3.1 Item Not as Described
If the item received materially differs from the seller's description or original photographs — including significant differences in condition, size, color, or material — the buyer is entitled to raise a dispute and request a refund or return.
3.2 Item Not Received
If an item has not been received within the delivery period stated in the listing, or within a reasonable period where no timeframe is stated (typically not exceeding 21 days from dispatch), the buyer is entitled to open a non-delivery dispute.
3.3 Item Arrives Damaged
If an item is received in a damaged condition not disclosed in the listing, the buyer is entitled to request a refund or replacement. Buyers must retain the damaged item and all packaging for evidence purposes.
3.4 Counterfeit or Fraudulent Item
If a buyer receives an item that is counterfeit, stolen, or otherwise materially misrepresented as genuine, the buyer is entitled to a full refund, and the matter may be reported to Avely for investigation and appropriate action against the seller.
4. Buyer Requests — Process
4.1 Timeframe for Raising a Dispute
Buyers must raise a refund or return request within 14 days of the date of receipt of the item, or within 21 days of the confirmed dispatch date where no delivery has been received.
4.2 How to Raise a Dispute
To initiate a return or refund request:
- Log in to your Avely account;
- Navigate to your order history and select the relevant order;
- Select "Open a Dispute" and complete the required information;
- Provide clear photographs or documentation of the issue where applicable.
4.3 Buyer Responsibility
Buyers must raise disputes within the applicable timeframe, provide honest and accurate information about the issue, cooperate reasonably with the dispute process, and return items only where instructed as part of the resolution process.
5. Seller Obligations in the Refund Process
5.1 Response Obligation
Once a buyer opens a dispute, the seller must respond within 3 business days. Failure to respond may result in Avely ruling in the buyer's favour by default.
5.2 Returns
Where a return is agreed or required, the seller must provide return instructions to the buyer within 5 business days and process the refund within 5 business days of receiving the returned item. Sellers must bear return shipping costs for items that are not as described, damaged, or counterfeit.
5.3 Non-Acceptance of Returns
Sellers may set individual return policies, including "no returns accepted" policies. However, a "no returns" policy does not exempt a seller from refund obligations in cases of misrepresentation, fraud, damage, or breach of this Policy. Such policies do not override buyer rights under Israeli consumer protection law.
6. Avely's Role in Dispute Resolution
6.1 Mediation
Where a buyer and seller cannot reach a resolution independently, Avely may step in to mediate the dispute. Avely's decision will take into account all available evidence provided by both parties.
6.2 Avely's Decision
Where Avely determines that the item was materially not as described, the item was not delivered and no proof of delivery is available, or the seller failed to cooperate with the dispute process, Avely reserves the right to issue a refund to the buyer from the seller's wallet balance.
6.3 Limitations
Avely does not guarantee resolution of all disputes in the buyer's favour. Avely's mediation role is discretionary and provided as a service to platform users. Avely shall not be liable for any dispute outcome where resolution was not achievable.
7. Refunds — Mechanics and Timing
7.1 Refund Method
Approved refunds will be issued to the original payment method used by the buyer. Refunds are processed through Stripe and may take 5 to 10 business days to appear depending on the buyer's card issuer or payment provider.
7.2 Partial Refunds
In appropriate cases, Avely or the seller may issue a partial refund reflecting the extent of any discrepancy or inconvenience, rather than a full refund.
7.3 Platform Commission
Where a full refund is issued due to seller fault, the commission charged by Avely on the original transaction may be refunded to the seller's wallet at Avely's discretion.
8. AI-Generated Images and Refunds
Buyers acknowledge that AI-generated model images on the Platform are visual representations only and may differ from the actual product. A discrepancy between an AI-generated image and the actual product does not in itself constitute grounds for a refund, provided that the seller's original photographs and description accurately represented the product. Refunds based on appearance discrepancies will only be considered where the seller's own photographs and description are found to be materially inaccurate or misleading.
9. Exclusions
The following are not eligible for refunds under this Policy:
- Change of mind purchases, unless required by applicable statutory law;
- Items accurately described and received in the stated condition, where no defect exists;
- Damage caused by the buyer after delivery;
- Disputes raised outside the applicable timeframe;
- Transactions conducted outside the Platform in violation of the Terms of Service.
10. Contact
For refund or dispute enquiries, please contact: support@avely.com