Returns and refunds

We aim to offer high-quality products and a satisfactory shopping experience. Our returns policy lasts 14 days. If more than 14 days have passed since receipt, we cannot offer a refund or exchange under this policy.

Returned products must be unused, in the condition received and in their original packaging. Always contact support@audelvia.com before returning an item and read the terms below.

1. Order cancellation

If your order has been paid for but has not yet been dispatched, you may request cancellation. Any payment provider or platform fees will be deducted from the refund. Contact customer service as soon as possible.

Once processing for dispatch has begun or the order has been sent, we cannot cancel it. If you still wish to return the product, follow the returns process.

2. Returns policy

We accept return requests within 14 days of receipt. Requests after this period are not accepted. Products must be unused and unwashed, with complete packaging, original accessories, labels and manuals, plus an invoice or order number.

We may refuse a refund where a product has been used, damaged, stained, has an odour, is missing accessories or otherwise cannot be resold. Do not send products back to the manufacturer.

3. Delivery costs

We cover return delivery where the product has a quality issue or the wrong item was sent. Send photographs or video evidence to support@audelvia.com. Following verification, we will guide you through the return and reimburse return delivery costs.

You pay return delivery for personal reasons, including a change of mind, incorrect size or order, or where a product does not meet your expectations. You also pay where there is an incorrect address, refusal of delivery or failure to collect.

If a return is sent without tracking, or is damaged or lost because of inadequate packaging, we cannot accept responsibility and the refund will not be processed.

4. Refund process

After receiving and inspecting your return, we process refunds within 5–7 working days. Refunds use the original payment method, such as a credit card, PayPal or Klarna. The time taken to reach your account depends on your bank or payment provider.

5. Late or missing refunds

If a refund has not arrived, check your account or card statement and contact your bank or payment platform. If you still need help, email support@audelvia.com.

6. Exchanges

We accept exchanges only for clear quality problems or transit damage. The replacement must be the same model and variant. Contact support@audelvia.com with photographs or video within 48 hours of receipt. Later requests are not processed.

For an exchange for personal reasons, such as the wrong size or colour, the customer pays delivery. If the exchanged product is returned again, no further exchange is accepted.

7. Gifts and bonus items

Included gifts must be returned with the product. If not returned, their value is deducted from the refund. If an order was marked as a gift, the recipient receives a gift card for the returned value; otherwise, the original payer is refunded.

Gifts are bonus products and are not included in the product price. Missing, damaged or out-of-stock gifts are not replaced.

8. Return address

Obtain return authorisation from customer service before sending anything. Unauthorised returns will be refused and no refund will be issued. The return address differs from the address printed on your parcel:

Recipient: PATAC GMBH-LY-FXGJ
Address: Halskestraße 22-26 Halle A4+A5
Town: Ratingen
Region: NRW
Postcode: 40880
Country: Germany

Always email support@audelvia.com for authorisation and detailed instructions. Return delivery is paid by the customer; we do not accept parcels with delivery payable on receipt. Where a refund is approved, return delivery costs are deducted from the amount.

We are not responsible where redelivery fails due to customer error, an incorrect address or non-collection, and no refund is given. Return transit times vary by region. We recommend tracked, insured delivery and cannot guarantee receipt of your return.