Shipping, Returns & Refunds Policy
Last updated: July 2026
Thank you for shopping with Aana Avanna.
Aana Avanna is a UK-based marketplace platform created for Sri Lankan and Tamil diaspora communities, connecting customers with selected products, cultural goods, makers and vendors from the UK, Sri Lanka and beyond.
Aana Avanna acts as a platform. Unless clearly stated otherwise, products are supplied, packed and dispatched by the individual vendor selling the item. The vendor responsible for each product will be shown on the product page where available.
Please check each product page carefully before placing your order, as estimated delivery times, shipping locations, return conditions and product-specific information may vary depending on the vendor.
Nothing in this policy affects your statutory rights.
Shipping Policy
Delivery and dispatch
In most cases, the vendor is responsible for packing and dispatching your order.
Estimated processing or dispatch times will be shown on the product page where available. If no specific dispatch time is shown, please allow a reasonable processing period before your order is dispatched.
Unless a different delivery period is clearly stated or agreed with you, goods should usually be delivered within 30 days of the order being placed.
Shipping origin
Vendors on Aana Avanna may be based in different locations, including the UK, Sri Lanka or other countries.
Shipping origin may vary depending on the product and vendor. Please check the product page before ordering.
Delivery areas
Delivery availability depends on the vendor and product.
Some products may be available for UK delivery only, while others may be available for international delivery. Delivery options will usually be shown at checkout or on the product page.
Multiple vendors
If your order includes products from more than one vendor, your items may arrive separately and may be delivered on different days.
Each vendor may use their own delivery method, courier, postal service or fulfilment process.
Shipping costs
Shipping costs are shown at checkout where available.
Shipping costs may vary depending on delivery location, product size or weight, courier used, and the number of vendors included in the order.
Tracking
Where tracking is available, tracking details will be provided after dispatch.
Not all delivery services include tracking. If tracking is not available, we or the vendor will provide reasonable delivery information where possible.
Incorrect or incomplete address
Please make sure your delivery address is complete and correct before placing your order.
If an incorrect or incomplete delivery address is provided, delivery may be delayed, returned or lost. In these cases, Aana Avanna and the vendor may not be able to refund shipping costs or replace the order, but we will do our best to help resolve the issue.
Lost or delayed parcels
If your order has not arrived within the expected delivery window, please contact us at:
contact.aanaavanna@gmail.com
Please include:
- your name
- order number
- delivery address
- item details
- any tracking information available
We will review the issue and, where relevant, contact the vendor or delivery provider for an update.
Damaged parcels or items
If your parcel or item arrives damaged, please contact us as soon as possible at:
contact.aanaavanna@gmail.com
Please include:
- your name
- order number
- photos of the damaged item
- photos of the packaging
- photos of the delivery label, where relevant
- a short explanation of the issue
This helps us review the matter quickly and work with the vendor to find a suitable solution.
International shipping
International orders may be subject to customs checks, import duties, taxes, handling fees or local charges.
Unless clearly stated otherwise, these charges are the customer’s responsibility.
Aana Avanna and its vendors are not responsible for delays caused by customs checks, import processes or local delivery services outside our control.
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Returns, Refunds & Cancellation Policy
Contact us first
Please contact Aana Avanna first for any return, refund, cancellation or order issue.
Email:
contact.aanaavanna@gmail.com
Please do not return items directly to a vendor without first contacting us. We will confirm the correct return process and return address.
Change-of-mind returns
For most online purchases, customers have the right to cancel their order within 14 days of receiving the item, unless an exemption applies.
After notifying us that you wish to cancel or return an item, you then have 14 days to send the item back.
To request a return, contact:
contact.aanaavanna@gmail.com
Please include:
- your name
- order number
- item details
- reason for return
- photos, where relevant
Condition of returned items
Returned items must usually be unused, unworn, unwashed and in their original condition.
Where applicable, items should be returned with their original packaging, tags, labels, hygiene seals, accessories and any included documents.
Customers may inspect goods in a reasonable way. However, if an item is used, damaged, missing parts or handled beyond what is necessary to inspect it, a refund may be reduced where allowed by law.
Items that may not be returnable
Some items may not be eligible for change-of-mind returns unless they are faulty, damaged, incorrect or not as described.
This may include:
- personalised or custom-made items
- made-to-order products
- perishable goods or food items that may deteriorate quickly
- opened food or pantry items where return would not be suitable for hygiene or safety reasons
- opened hygiene, beauty or personal care products
- earrings or body jewellery where hygiene seals have been removed
- digital downloads once accessed, where you agreed to immediate access and acknowledged that cancellation rights may be lost
- gift cards
- clearance or sale items where return restrictions are clearly stated and allowed by law
Your statutory rights are not affected.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, incorrect, not as described or not fit for purpose, please contact us as soon as possible at:
contact.aanaavanna@gmail.com
Please include photos and a short explanation of the issue.
We will review the matter and work with the vendor to arrange a suitable solution. This may include a replacement, repair, refund, partial refund or another reasonable outcome depending on the issue.
Nothing in this policy affects your statutory rights.
Return postage
For change-of-mind returns, customers are usually responsible for return postage costs unless otherwise stated.
For faulty, damaged, incorrect or not-as-described items, we will confirm whether return postage is covered.
We recommend keeping proof of postage when returning an item.
Refunds
Once the returned item has been received and inspected, we will confirm whether your refund has been approved.
For change-of-mind returns, approved refunds will usually be issued within 14 days of receiving the returned item, or receiving evidence that the item has been returned.
Refunds will be made to the original payment method used at checkout.
Please note that payment providers and banks may take additional time to process the refund into your account.
Delivery charges
Where required by law, we will refund the standard delivery cost paid for the original order.
If you chose a more expensive delivery option, such as express or premium delivery, we may only refund the equivalent standard delivery cost.
Return postage costs for change-of-mind returns are usually the customer’s responsibility unless otherwise stated.
Cancellations before dispatch
If you want to cancel an order before it has been dispatched, contact us as soon as possible at:
contact.aanaavanna@gmail.com
If the order has not yet been processed or dispatched, we will do our best to cancel it.
If the order has already been processed or dispatched, you may need to follow the returns process once the item arrives.
Vendor-specific terms
Some vendors may have product-specific delivery, return or handling information.
Where relevant, this information will be shown on the product page. Vendor-specific terms cannot remove your statutory rights.
Questions before ordering
If you are unsure about a product, delivery option, return condition or vendor, please contact us before placing your order.
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Contact Us
Aana Avanna
Email:
contact.aanaavanna@gmail.com
Website:
aanaavanna.co.uk
Business location:
United Kingdom