Return Policy

Effective Date: June 2026

Thank you for choosing averqilo. We appreciate your trust in our carefully selected kitchen and home essentials designed to bring quality, functionality, and timeless style into everyday living spaces.

If you experience an unexpected issue with your order, please contact our customer support team at:

support@averqilo.com

Please include your Order Number and the email address associated with your purchase to help us review your request efficiently.

Before submitting a claim, please carefully review the following return and refund guidelines.

1. Final Sale Stipulation

Please note that purchases completed through the averqilo storefront are generally considered final.

Our return and refund policy is structured to address specific product-related concerns. Eligible cases primarily include products that:

  • Arrive with a verified manufacturing defect.
  • Are damaged during transportation.
  • Are incorrectly fulfilled due to an error during order preparation.
  • Arrive incomplete or missing essential components.

Requests outside of these circumstances may not qualify for return, replacement, or refund consideration.

2. Product Quality Issues and Transit Damage

Before shipment, our fulfillment team takes reasonable measures to inspect, prepare, and securely package kitchenware products to help ensure they arrive in suitable condition.

However, if an averqilo product arrives damaged, defective, incomplete, or differs from your confirmed order, please contact our customer service team as soon as possible.

To maintain eligibility for review, customers must inspect their package upon delivery and submit a formal claim within seven (7) calendar days from the tracked delivery date.

Please send your claim to:

support@averqilo.com

Your email should include:

  • Your official Order Number and purchase email address.
  • A detailed description of the issue, including any damage, defect, missing item, or incorrect product received.

  • Clear photographs or video evidence showing:

    • The affected product.
    • Original packaging condition.
    • Shipping label.
    • Relevant damage or quality concern.

Our customer support team will carefully evaluate each request based on the submitted information and supporting evidence.

Depending on the circumstances, we may provide one of the following resolutions:

  • A complimentary replacement of the affected product.
  • A partial refund or store credit.
  • A full refund where applicable.

All resolutions are reviewed individually according to the specific nature and severity of the issue.

3. Refund Processing

If a partial or full refund is approved, the authorized amount will generally be returned to the original payment method used during checkout.

Refunds typically require 7 to 12 business days to appear in your account after processing.

Please note that the final processing period depends on:

  • Your bank.
  • Credit card provider.
  • Payment platform.
  • Financial institution processing procedures.

4. Exchange Policy

averqilo does not provide traditional exchanges for personal preference changes, including:

  • Different styles.
  • Different colors.
  • Different sizes.
  • Alternative kitchenware products.

Replacement requests are generally limited to cases where the original item has been verified as:

  • Damaged during transportation.
  • Defective due to manufacturing issues.
  • Incorrectly shipped through our fulfillment process.

Customers who wish to purchase a different product may place a new order through our online store.

5. Unauthorized Return Shipments

Customers must not send products back to our corporate address, warehouse, or fulfillment facilities without receiving explicit written authorization from an averqilo customer support representative.

Before any return or replacement process can be considered, customers must first submit a formal claim and receive approval instructions from our team.

Any package returned without prior authorization may be refused upon arrival.

averqilo accepts no responsibility, custody, or financial liability for unauthorized return shipments and cannot guarantee refunds, replacements, or reimbursement for packages sent without approval.

6. Special Considerations for Kitchenware Products

Due to the nature of kitchen and home products, certain characteristics may not be considered defects, including:

  • Natural variations in wood grain, texture, or color for products made from natural materials such as acacia wood.
  • Minor surface variations resulting from handmade or natural material characteristics.
  • Differences caused by lighting conditions or screen display settings.

For products made from natural materials, these variations are part of their unique character and do not affect product functionality.

7. Damaged or Fragile Product Claims

For fragile kitchenware items such as stoneware products, customers are encouraged to inspect packages immediately upon delivery.

If damage occurs during transportation, please provide:

  • Photos of the outer shipping package.
  • Photos of internal packaging materials.
  • Photos clearly showing the damaged product.

This information helps our team communicate with logistics partners and provide an appropriate resolution.

Contact Our Support Desk

If you require additional clarification regarding our refund procedures or need to submit a product-related claim, our customer service team is available to assist:

  • Operating Brand: averqilo
  • Corporate Entity: Utone (Hong Kong) Technology Limited

Registered Address:
Room No. 532B, 5/F, Star House,
No. 3 Salisbury Road,
Tsim Sha Tsui, Hong Kong