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Return Policy

Last updated: 22.12.2025

Please read this Returns Policy carefully before using our Service.

1 – Introduction

This Returns Policy explains how returns work on Avento in a simplified and user-friendly way.

This policy is provided for informational purposes only and does not replace the Terms of Service. In case of any conflict, the Terms of Service prevail, in particular Sections 6.8 (Order Cancellation), 6.9 (Disputes), and 7 (Shipping).

You can review the full Terms of Service here.

If you have any questions, you can contact us here or directly on lean@aventogear.com / +41 79 943 44 99.

2 – General Returns Principle

Avento is a peer-to-peer marketplace for used skydiving gear.

Because of this:

  • There is no general right of return
  • Returns are only possible if a valid dispute is approved under the Terms of Service

Personal reasons, change of mind, or improper fit do not qualify for a return.

3 – No Automatic Right of Withdrawal

Once a legally binding purchase agreement is formed:

  • Buyers cannot cancel or return an order unilaterally
  • This includes orders that have already been shipped or picked up

Any cancellation or return outside the dispute process requires explicit agreement from:

  • The Seller, and/or
  • Avento (Operator)

4 – Valid Reasons for a Return

A return may only be required if a dispute is resolved in favor of the Buyer.

Valid dispute reasons include:

  • The gear has material faults or defects not disclosed in the listing
  • The gear significantly differs from the listing description
  • The gear differs from agreed modifications
  • The Seller fails to ship the item
  • The Seller prevents pickup within the defined time limits
  • The item does not arrive within the defined shipping period

Returns are not accepted for reasons such as:

  • Improper fit
  • Buyer error in sizing or compatibility
  • Personal preference or change of mind

5 – How to Request a Return (Dispute Process)

To request a return, the Buyer must:

(i) Open a dispute using the “Dispute” button in the order overview
(ii) Submit the dispute within the applicable time limits, depending on delivery method:
– Pickup: within 14 days
– Shipping: within 28 days of shipment or 14 days of receipt (depending on dispute type)
(iii) Provide accurate and complete information when requested

If no dispute is submitted within the allowed time, the order is deemed received and accepted, and no return is possible.

6 – Return Approval and Inspection

If Avento determines that a dispute is valid:

  • The Buyer must return the item to the Seller
  • The return must be shipped only after approval
  • The item must be returned in the same condition as received

Avento may request:

  • Photos
  • Written explanations
  • Confirmation from a respected licensed rigger

7 – Return Shipping Costs

  • Buyers are responsible for return shipping costs
  • Tracked shipping is mandatory
  • Insured shipping is strongly recommended
  • The same shipping obligations as for the initial shipment from the Seller apply

If the Buyer fails to provide proof of return shipment, the refund may be denied.

8 – Risk During Return Shipment

Unless the Seller failed to meet their original shipping obligations:

  • The Buyer bears the risk of loss or damage during return shipment
  • Avento assumes no liability for carrier errors, loss, or delays

Claims for lost or damaged return shipments must be handled directly with the carrier.

9 – Refunds After a Return

Once the returned item is received and accepted:

  • The Buyer receives a refund via the original payment method
  • Service fees and processing fees may be deducted where applicable
  • Refund timing depends on the payment provider

If the return is incomplete, damaged, or unjustified, the refund may be refused and payment released to the Seller.

10 – No Off-Platform Returns

Returns arranged outside the Avento platform are not permitted.

Any off-platform agreement:

  • Voids Buyer Protection
  • Is made at the user’s own risk
  • Is not supported by Avento

11 – Avento’s Role and Liability

Avento:

  • Facilitates dispute resolution
  • Holds payments securely during disputes
  • Decides disputes in good faith and at its sole discretion

Avento is not liable for:

  • Return shipping delays
  • Carrier performance
  • Customs issues
  • Loss or damage in transit

12 – Governing Terms

This Returns Policy is a simplified overview only.

All returns are governed by the Avento Terms of Service, in particular:

  • Section 6.8 – Order Cancellation
  • Section 6.9 – Disputes
  • Section 7 – Shipping

By using Avento, you agree to those Terms in full.