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Last updated: September 29, 2026

This policy explains how AVESTAS handles questions regarding payments, refunds, unauthorized transactions, and chargebacks.

A chargeback is a procedure where a customer disputes a payment through their bank, card issuer, or payment service provider.

This policy does not limit your legal consumer rights or your rights against your bank or payment service provider.

Contact us in case of a problem

Do you have a problem with a payment or order? Please contact us via:

support@avestas.shop

We aim to resolve issues directly and carefully whenever possible.

Please include if possible:

your order number;
the name under which the order was placed;
the date and amount of the payment;
the payment method used; and
a brief and clear description of the problem.

Do not send passwords, PIN codes, full payment card details, or one-time security codes to AVESTAS.

When you can contact us

Please contact us if, for example:

you do not recognize a payment;
you seem to have been charged twice;
a payment failed but still appears on your statement;
you have not received an order;
you have received a damaged, defective, or incorrect product;
a promised refund is not yet visible;
the amount paid does not match your order confirmation; or
you have any other question about a payment or order.

We aim to respond to email inquiries within 24 hours. Responses may take longer during weekends, holidays, and exceptionally busy periods.

Unauthorized or unknown payment

Do you not recognize a payment or suspect that your payment method has been used without authorization?

Contact your bank or payment service provider as soon as possible. Your bank or payment service provider can secure your payment method and inform you about the applicable procedure for unauthorized transactions.

Additionally, please contact AVESTAS via support@avestas.shop so that we can check whether the payment is linked to an order in our system.

Reporting the payment to AVESTAS does not replace the report you may need to file with your bank or payment service provider.

Contact before a chargeback

In case of a problem with delivery, product quality, cancellation, or refunds, we request that you contact us first so we can investigate the situation.

This is not an obligation when:

you did not authorize the payment;
you suspect fraud;
your payment method may have been stolen or misused;
immediate action from your bank is necessary; or
you have the direct right to dispute the payment according to applicable rules.

AVESTAS will not ask you to waive any legal chargeback or refund rights.

Delivery problems

Have you not received your order? Please first check:

the available tracking information;
the delivery address provided;
any delivery information from DHL;
the immediate vicinity of the delivery address; and
whether the package was handed to neighbors or a housemate.

You can track your order via:

https://avestas.shop/apps/track123

Still unable to find the package? Please contact us via support@avestas.shop. We will check the available data and initiate an investigation with DHL where necessary.

Damaged, defective, or incorrect product

Did a product arrive damaged, defective, or was an incorrect item delivered? Please contact us before returning the product.

Provide your order number and clearly describe the problem. Relevant photos or a short video may be required to assess the report.

Depending on the circumstances and your legal rights, we may offer a repair, replacement, price reduction, or refund.

More information:

https://avestas.shop/pages/garantie-klachten

Cancellations and returns

Would you like to cancel an order before shipping? Please contact us within 24 hours of placing the order.

Cancellation is only possible as long as the order has not yet been processed to the point where it can no longer be stopped.

For returns and refunds, our Return and Refund Policy applies:

https://avestas.shop/pages/retourneren-terugbetaling

AVESTAS offers a 30-day return period. Your legal rights regarding withdrawal, warranty, and conformity remain applicable.

Refunds

An approved refund is generally executed via the same payment method used for the original order.

After AVESTAS has processed the refund, your bank or payment service provider may require additional processing time before the amount is visible.

Have you not received a refund 15 business days after our confirmation? Please contact us via support@avestas.shop.

Double charge

Do you see two charges for the same order? Please check if one of the amounts is a temporary payment authorization or hold.

A temporary hold may be displayed by your bank as if the amount has already been definitively debited.

When in doubt, contact your bank and AVESTAS. We will verify if we have actually received more than one payment.

If it turns out that AVESTAS has wrongly charged the same order twice, we will refund the excess amount received.

What happens in the event of a chargeback?

When you file a chargeback, your bank or payment service provider may temporarily hold or reverse the disputed amount while the matter is being investigated.

AVESTAS generally receives information about:

the disputed amount;
the stated reason;
the date of the payment; and
the timeframe within which we must respond.

We may provide relevant information to the payment service provider, including:

the order confirmation;
the billing and delivery address used;
available payment and security information;
tracking and delivery data;
correspondence regarding the order;
return or refund information; and
other data required to fairly assess the dispute.

Personal data is only processed to the extent necessary and legally permitted.

Pending chargeback and refund

When a chargeback is already in progress for the same payment, AVESTAS may not be able to issue a separate refund via the webshop.

A simultaneous refund and chargeback can lead to a double refund.

you have already opened a chargeback;
AVESTAS has issued a refund in the meantime;
the problem has been resolved directly; or
you wish to amend or withdraw the chargeback.

Only your bank or payment service provider can inform you about amending or closing a chargeback procedure.

Fair assessment

AVESTAS only disputes a chargeback when there is a reasonable and demonstrable ground for doing so.

For example, we may dispute a chargeback when the available data indicates that:

the order was delivered correctly;
the payment was validly authorized;
a refund has already been issued;
the customer has not provided full or accurate information; or
the same payment is being reclaimed multiple times.

The final decision regarding a chargeback is made by the involved bank, card issuer, or payment service provider.

Abuse and fraud

We may verify, temporarily pause, or cancel orders when there are reasonable indications of fraud, identity theft, or unauthorized use of a payment method.

AVESTAS does not charge an automatic fee simply because a customer has filed a chargeback.

When fraud, deliberate deception, or abuse can be demonstrated, we may take appropriate measures to the extent legally permitted.

A legitimate complaint or chargeback does not lead to a loss of your legal consumer rights.

Privacy

Data related to a payment dispute may be shared with Shopify, the payment service provider, the bank, DHL, fraud prevention agencies, and other involved parties when necessary to investigate the dispute.

More information about the processing of personal data:

https://avestas.shop/pages/privacybeleid