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The most commonly asked question to shipping and pickup.
The buyer is responsible to choose the correct shipping region (National, Continental, Global). In case a buyer purchases an item and does not choose the right shipping region, please immediately contact the Avento team on the contact form.
After the buyer has purchased an item, you have 7 days to ship the item. When you shipped the item don’t forget to mark it as shipped on Avento! If you haven’t marked the item as shipped within 7 days of purchase, the order is automatically canceled and the buyer will receive a full refund.
Generally, the buyer bears the risk of loss or damage during shipping as long as you follow your obligations:
You have to use a reliable carrier like DHL, UPS, FedEx, DPD, GLS, USPS, or Royal Mail. You must use shipping that includes online tracking and dispatch confirmation. Furthermore, you should also make photos of the packaging.
Only that way can we make sure that you can prove adequate shipping in case of a dispute. If the buyer claims that he didn't receive the Item and you don't have any tracking information, the dispute will be resolved in favour of the buyer.
After you shipped the item, the buyer has 28 days time to receive and inspect the item. If he has not filed a dispute or marked the order as inspected before that, the order is automatically completed and you will be paid out.
If a buyer disputes an order claiming the listing doesn't correspond to what was described (e.g. not jumpworthy although stated, broken, etc.), we will evaluate and resolve the situation. If the buyer's claim is confirmed, the order will be cancelled, the buyer will return the gear to you, and you will refund the payment. We may contact the buyer's rigger to confirm the problem with the gear. Note that only disputes filed through Avento are valid, and messages sent to us directly might not be considered.
There is no general right to return gear for reasons other than material errors (e.g. the harness not fitting, although the information provided was correct, is not a valid reason for a return).
We try to resolve disputes as quickly as possible but within a maximum of 30 days. In extremely complex cases, it might take up to 50 days. If one party does not cooperate in resolving the issue by not responding for a long time or for other reasons, we may resolve the dispute in favour of the other party.
After purchase, the buyer has 14 days to pick up the item from you. Make sure to respond to the buyer reaching out to you to arrange pickup. If the buyer does not pick up the item within 14 days although you responded and didn’t prevent pickup, the transaction is automatically completed as successful and you will be paid out.
After the buyer picks up the item, they have 14 days to have it inspected by their rigger. Once they have successfully inspected the item, they should mark the order as checked on Avento. Then will you be paid out. If the buyer doesn't mark it as checked or disputed within 14 days, the transaction is completed automatically, and you will be paid out.
If a buyer disputes an order claiming the listing doesn't correspond to what was described (e.g. not jumpworthy although stated, broken, etc.), we will evaluate and resolve the situation. If the buyer's claim is confirmed, the order will be cancelled, the buyer will return the gear to you, and you will refund the payment. We may contact the buyer's rigger to confirm the problem with the gear. Note that only disputes filed through Avento are valid, and messages sent to us directly might not be considered.
There is no general right to return gear for reasons other than material errors (e.g. the harness not fitting, although the information provided was correct, is not a valid reason for a return).
We try to resolve disputes as quickly as possible but within a maximum of 30 days. In extremely complex cases, it might take up to 50 days. If one party does not cooperate in resolving the issue by not responding for a long time or for other reasons, we may resolve the dispute in favour of the other party.
