Refund policy

Last updated: 24 September 2026

Every Avenori order is covered by our 60-day money-back guarantee, starting on the day your order is delivered. The return process depends on the product you purchased.

Sitstead Orthopedic Cushion

You can try your Sitstead cushion during the 60-day period. If it is not right for you, email hallo@avenori.shop within 60 days of delivery. Include your order number, the email address used at checkout, and a short note explaining what did not work for you.

We will provide the return address and instructions. Please contact us before sending the cushion back; the address on your original parcel may not be the return address.

Return the cushion with its cover and any included accessories, clean and securely packed. Normal use to try the cushion is allowed. You pay the return postage for change-of-mind returns. Use a tracked service and keep your proof of postage until your return has been resolved.

Once your return is received and approved, we refund the amount paid for the returned cushion to your original payment method. For a discounted bundle, the refund reflects the discounted amount paid for the returned cushions. Change-of-mind return postage is not refunded.

Previous NeuroBalm orders

NeuroBalm orders remain covered by the 60-day money-back guarantee from delivery. Email us with your order number, checkout email address, and a short note explaining what did not work for you. You do not need to send NeuroBalm tins back. Opened tins are included in the guarantee.

Damaged, incorrect or missing items

Please contact us as soon as possible if your order arrives damaged, contains the wrong item, or is incomplete. Include your order number and, if possible, a photo of the parcel and item so we can resolve it. The customer-paid postage rule applies to change-of-mind returns, not to the resolution of faulty or incorrectly supplied items.

Order changes and cancellations

If you need to change or cancel an order, email us promptly. We will help whenever we can, but an order can no longer be changed once it has been handed to the delivery carrier. The relevant return process then applies.

Receiving your refund

Approved refunds are returned to the original payment method. We will email you when the refund has been issued. The time it takes to appear in your account depends on your bank or payment provider.

This voluntary guarantee is in addition to any cancellation, refund or other consumer rights that apply by law. It does not replace or reduce those rights.

Questions? Write to hallo@avenori.shop.