If you need to organise a return to Aveda, use the guide below
Online Returns Instructions
If you are not entirely satisfied with your products purchased from Aveda Online, you may return any item in its original, unused condition for a full refund or exchange within 14 business days from delivery (except in the case of damaged and faulty items).
If you made your purchase through a partnered retailer (Adore Beauty, David Jones or Mecca) or a salon, or an airport location, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to Aveda.
Conversely, if you purchased products on the Aveda website, you must return them in accordance with the procedure outlined and not directly to a partnered retail location.
- Aveda cannot accept returned goods that they reasonably believe have been used, except those covered by their Perfect Match Guarantee.
- Refunds and Exchanges can take up to 14 business days to be processed after Aveda receives your return. Refunds (excluding the initial delivery charge) will be made against the original payment method used.
- All offers including, (samples, gift sets and bags, full size product, discounts) are only offered free of charge when supplied with an authorised and fully completed purchase. Any purchase that is cancelled and refunded, requires the customer to return the purchase including the free of charge item(s). Partially cancelled and refunded purchases require the customer to return the partially cancelled purchase including the free of charge item(s) if the final purchase amount is below the offer qualifier.
- An exchange can be made for an item of same or lower value. Please specify the item you wish to exchange for when you return the product.
Return to Sender – if your order has been returned to Aveda, they will email you to confirm your address details. Please allow up to 10 business days for your order to be redelivered. Please note, if your shipping address is a place of business, you need to specify the Business Name for error-free delivery.
The Returns Process
STEP 1. – Complete the Documentation
Click the Returns Portal and complete all required details, including the items you would like in your exchanged order. Please note that Aveda cannot accept returned goods that they reasonably believe have been used, except those covered by their Perfect Match Guarantee.
NEW ZEALAND CUSTOMERS – please contact Aveda first to be given individual return instructions.
STEP 2. – Return the Product
Goods must be returned to Aveda in their original, unused condition (except those covered by Perfect Match Guarantee) at their distribution centre within 14 working days of delivery (except in the case of damaged and faulty items). Please ensure that the returned parcel is properly sealed and that you have completed the details in the Returns Portal. Please be sure to indicate whether you require a refund, exchange or replacement and the product you want in your exchange.
STEP 3. – Processing the Refund
Refunds and exchanges will be processed within 8-10 days of Aveda receiving the item back. Exchanges will be sent via standard shipping. Please allow 7-10 business days for delivery once the request has been processed. You will receive a confirmation email notification from the Customer Service Team.
Damaged / Faulty Items
If the goods you receive are damaged or faulty, Aveda will be happy to exchange the items or offer you a refund. Please notify them immediately by filling out the contact us form. Please be sure to select ‘My Aveda Online Order’ and include your Order Number.
This policy is only applicable to purchases made online; Aveda is unable to process returns for purchases made within a partnered retail location. Returns for purchases made online will not be accepted for return or exchange at an Aveda salon or store. Your statutory rights remain unaffected.