Refund & Return Policy

Last Updated: June 24, 2026

Thank you for shopping at Ava Mae Matthews (operating under A&M Commerce V.O.F.), accessible from avamaematthews.com. We value your satisfaction and want to ensure that our return process is fully transparent.

Our guidelines strictly adhere to European Consumer Protection Law (including the statutory 14-day right of withdrawal) and fully comply with the latest Google Merchant Center (GMC) policies, ensuring a clear and explicit framework for refunds and cancellations.

1. The 14-Day Right of Withdrawal (Cooling-Off Period)

Under European Union consumer regulations, you have the right to withdraw from your purchase and return your item(s) within 14 days from the day you (or a third party designated by you) received the physical parcel, without providing any justification.

To be eligible for a return, your item must meet the following criteria:

  • It must be in the same condition that you received it (unworn, unwashed, and unaltered).

  • It must have all original tags, labels, and protective stickers firmly attached.

  • It must be returned in its original, undamaged packaging.

2. How to Initiate a Return

If you wish to return an item, please follow our standard procedure:

  1. Contact our customer service team within 14 days of receiving your package by sending an email to info@avamaematthews.com or calling us at +1 9295978048. Please state your order number and specify which product(s) you intend to return.

  2. Our customer service desk will reply with detailed shipping instructions and the authorized return address.

  3. Securely pack the items to prevent damage during transit. We highly recommend using a trackable shipping service.

Please note: Customers are responsible for paying their own return shipping fees. Shipping costs are non-refundable.

3. Refunds and Processing Times

Once your return is received at our facility and inspected by our quality control team, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the merchandise.

  • Approved Refunds: If the return complies with our policy, your refund will be processed immediately. A credit will automatically be issued to your original method of payment (credit card, bank transfer, or alternative gateway provider) within 10 business days.

  • Delayed Refunds: If you haven’t received your refund after 10 business days, please check your bank account or contact your credit card issuer, as processing times vary among financial institutions.

4. Damaged, Defective, or Incorrect Items

Please inspect your shipment immediately upon arrival. If you receive a product that is defective, structurally damaged, or different from what you ordered, please contact us immediately at info@avamaematthews.com.

To ensure a swift resolution, please include:

  • Your order number.

  • A brief description of the issue.

  • Clear photographs showing the defect or damage.

We will evaluate the issue right away and arrange a replacement or a full refund at no additional cost to you.

5. Exceptions and Non-Returnable Items

For health protection and hygiene reasons, certain products cannot be returned once their protective seal is broken or if they have been worn (such as intimate apparel, bodysuits, or earrings), unless they arrive fundamentally defective. Custom-made or personalized products are also exempt from standard returns.

6. Contact and Corporate Information

For any inquiries, cancellation requests, or questions regarding our refund protocols, you can reach our corporate helpdesk directly:

  • Store Name: Ava Mae Matthews

  • Company Name: A&M Commerce V.O.F.

  • Company Number (KvK): 77110617

  • Email Support: info@avamaematthews.com

  • Telephone: +1 9295978048

  • Business Operations Address: Westeind 139, 3351AN Papendrecht, The Netherlands