Refund Policy

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Refund Policy

Effective Date: 01/01/2025

AVVA is a UK-based wholesale broker specializing in the sourcing and delivery of high-quality organic fruits and vegetables. We act solely as an intermediary between our customers (businesses)and our trusted suppliers across the UK, EU, and Asia. We do not grow or produce any goods ourselves but coordinate procurement and delivery logistics.

1. General Terms

As a brokerage service, our role is to facilitate the purchase and delivery of organic produce between our clients and suppliers. All sales are considered final once the order is confirmed, except in cases

of damage, spoilage, or incorrect deliveries, as outlined below.

2. Eligibility for Refunds or Credits

Refunds or account credits may be issued under the following conditions:

 Damaged or Spoiled Goods

If goods arrive visibly damaged or are spoiled upon delivery, customers must notify us within

24 hours of receipt.

Clear photographic evidence and a written description must accompany all claims.

Claims submitted after the 24-hour window may not be eligible for refund or credit.

 Incorrect Deliveries

In cases where incorrect items are delivered (e.g., wrong product type or quantity), we must be notified within 24 hours.

We will work promptly to arrange collection and replacement where applicable or issue a partial/full credit depending on the issue.

 Delivery Failures

If a delivery is missed due to our logistics partner’s fault, we will either reschedule the delivery at no extra cost or issue a refund for the delivery fee.

3. Non-Refundable Items

Refunds will not be issued for:

Orders cancelled after dispatch.

Quality issues arising from improper storage after delivery.

Delays caused by customs, weather, or force majeure events outside our control.

4. Delivery Fees

Delivery fees are non-refundable unless the failure to deliver was due to an error on our part or our logistics provider.

5. Refund Process

All approved refunds will be processed within 7 business days.

Refunds will be issued to the original payment method or credited to the customer's account(as per preference).

In the case of bulk or recurring orders, we may offer a pro-rata refund or offset the value against the next scheduled delivery.

6. Supplier-Related Issues

While we work only with vetted suppliers across the UK, EU, and Asia, AVVA acts solely as a broker and does not grow, package, or inspect produce at source. We are not liable for issues that originate from the supplier, including but not limited to:

Inaccurate product descriptions,

Certification discrepancies,

Delays at the point of dispatch from the supplier’s end.

We will, however, make all reasonable efforts to mediate and resolve any supplier-related issue on behalf of our clients.

 Contact for Claims

To initiate a refund or lodge a complaint, please contact our customer service team:

        Email: complaints@avvaman.com

   Phone: 01256630927

    Address: 102b Warwick Road, London, England, E15 4lA

Please include your order reference 

number and supporting documents when reaching out.

8. Governing Law

This policy shall be governed by and construed in accordance with the laws of England and Wales.

Disputes arising in connection with this policy will be subject to the exclusive jurisdiction of the UK courts.