Refund policy

We want you and your dog to love everything from avec. If something isn't right, here's how returns and refunds work.

Your right to cancel (EU)

If you are a consumer in the EU, you have the right to cancel your order within 14 days without giving any reason. The cancellation period expires 14 days after the day on which you (or a third party nominated by you) receive the goods.

To exercise your right to cancel, email us at hello@byavec.com with your order number before the 14-day period ends. You may use a clear written statement; a model withdrawal form is available on request.

Returning your item

After telling us you wish to cancel, send the goods back without undue delay and no later than 14 days from the day you informed us. Items should be returned unused, in their original condition and packaging, with any tags attached.

Return shipping costs are the customer's responsibility, except where the item is faulty, damaged, or not as described — in which case we cover the return and send a replacement or full refund.

Refunds

Once we receive and inspect your return, we will refund the full purchase price (including standard outbound delivery) within 14 days, using the same payment method you used to order. We may withhold the refund until we have received the goods back.

Items that cannot be returned

For hygiene reasons, certain items (for example lick mats, bowls, or toys that have been used by your dog) can only be returned if unused and in their sealed original packaging.

Faulty or incorrect items

If your order arrives damaged, faulty, or incorrect, contact us within a reasonable time at hello@byavec.com with a photo and your order number. We will arrange a free replacement or refund.

avec · Brunnenstraße 129, 13355 Berlin, Germany · hello@byavec.com