Refund policy

General Return Guidelines

Product Quality & Shipping Integrity If your order arrives damaged or presents manufacturing defects, we provide complimentary replacement or return solutions. Please contact our support team immediately, and we will resolve the issue at no expense to you.

Customer Preference & Sizing

Returns requested for personal reasons, including changes in style or color preference, incorrect product sizing, measurement errors, or acceptable natural variations in materials, are subject to our 30-day return policy.

For eligible returns, the customer is responsible for the actual return shipping costs and a 10% return processing fee calculated on the order amount. The fee covers restocking, warehousing, and product depreciation costs. Returned items must remain unused, undamaged, and in their original condition, with the original packaging intact.

These charges do not apply to returns caused by confirmed product defects, shipping damage, incorrect items, or errors attributable to Avenrel.

We are confident in the quality of your Avenrel purchase. Should any concerns arise, please reach out via our "Contact Us" page or reply directly to your shipping confirmation email for dedicated assistance.

30-Day Return & Exchange Framework

Eligibility Requirements To qualify for a return, the following criteria must be met:

The product must be in its original, unused condition.
The item must be returned in its original factory packaging, which must remain intact, undamaged, and suitable for secure return transportation. All original protective materials, components, and accessories must be included.
You must provide a valid order number for verification.

Initiating a Return To start the process, please email support@avenrel.com. Please be advised that we cannot accept any returns sent to our facilities without prior formal approval.

The Return Process Once your request is authorized, we will provide:

The designated return shipping address.
Comprehensive instructions for secure packaging. To ensure a seamless experience, please confirm your eligibility and logistics details with us before dispatching any items.

Shipping, Cancellations & Fees

Order Cancellations

Within 48 Hours: Customers may request an order cancellation within 48 hours of placing the order by contacting support@avenrel.com. If the order has not yet shipped, the cancellation is free of charge, and a full refund will be issued to the original payment method.
After 48 Hours (Before Shipment): Orders canceled more than 48 hours after placement may already have entered packaging, handling, or shipping preparation. For eligible cancellations approved before shipment, a 5% restocking fee, calculated on the order amount, will be deducted from the refund to cover the associated preparation and handling costs.
After Shipment: Once an order has been shipped, it can no longer be canceled. Customers may request a return after delivery, subject to the eligibility requirements and applicable fees outlined in this Refund Policy.
Final-Mile Delivery: Orders that have entered the final-mile delivery stage cannot be canceled or redirected as a standard cancellation request. Eligible returns may be initiated after delivery in accordance with our 30-day return policy.

Customer Preference Returns (Non-Quality Related)

Eligible products may be returned within 30 days of delivery for personal reasons, including changes of mind, incorrect size or product selection, acceptable color variations, or natural variations in materials that are consistent with the product description.

For customer preference returns, the following conditions apply:

The item must be unused, undamaged, and in its original condition, with the original packaging intact and suitable for secure return transportation.
The customer is responsible for the actual return shipping costs.
A 10% return processing fee, calculated on the order amount, applies. This fee includes restocking, warehousing, and product depreciation costs associated with processing the return.
Return shipping charges are calculated separately from the 10% return processing fee.
Avenrel will provide the carrier's actual return shipping charges and a breakdown of the applicable fees for customer review before the return is processed.

Once the returned item has been received, inspected, and approved, the refund will be issued to the original payment method, less the confirmed return shipping charges and the applicable 10% return processing fee.

Important: This fee applies only to eligible customer preference returns and does not apply to returns resulting from confirmed product defects, shipping damage, incorrect items, or errors attributable to Avenrel.

Exchanges We are happy to facilitate exchanges to help you find the perfect piece. Please note:

• Exchange Shipping Costs: The customer is responsible for all exchange-related shipping expenses, including the return shipping cost for the original item and the outbound shipping cost for the replacement item.

• Processing & Handling Fee: A processing fee equal to 10% of the total order amount will apply. This fee covers, but is not limited to, restocking, labor handling, additional warehousing, administrative processing, and related operational costs.

• Replacement Shipment Processing: The replacement item will be processed as a new shipment after the returned item has been received, inspected, and all applicable fees have been paid.

Proactive Recommendation: We strongly encourage customers to verify all product specifications and dimensions before purchasing. Our team remains available to assist you in selecting the ideal piece for your environment.

Inspection & Damage Protocols

Regardless of the selected delivery method, including White Glove service, customers are required to inspect all items carefully upon delivery and during unboxing to verify the product’s appearance, condition, and completeness.

Reporting Damage

The buyer is responsible for inspecting the product’s appearance and overall condition within 48 hours after delivery. If any visible damage, breakage, or product defect is discovered within this 48-hour period, please contact us immediately and provide the required claim materials.

When filing a damage report, please include:

Your order number.
High-resolution photos of the damaged product.
Photos of the exterior packaging, including any visible dents, impact marks, tears, or other signs of shipping damage.

If the item arrives damaged or defective and the issue is reported within 48 hours of delivery, we will arrange a replacement at no additional cost after the claim materials have been reviewed and confirmed.

Damage claims submitted more than 48 hours after delivery may still be reviewed on a case-by-case basis. However, because the claim falls outside the recommended inspection window for determining delivery-related damage responsibility, additional service costs may apply if you still request a brand-new replacement.

In such cases, the customer will be responsible for the additional handling costs caused by the delayed report, including but not limited to re-opening and re-inspection, secondary restocking, and labor handling fees.

Delayed damage reports may also result in the item being considered accepted in good condition, and any subsequent claim for shipping damage, product damage, or defects may be limited.

Refunds & Replacements

Full or Partial Refund/Replacement Eligibility:

Items reported within the required inspection window and confirmed to be damaged, defective, or affected by company error.
Receipt of the incorrect product.
Delivery delays that significantly exceed our estimated timeframes.
Lost or undelivered packages.

Ineligible for Return:

Requests made after the 30-day eligibility window.
Custom-made or made-to-order products are not eligible for customer preference returns once production has begun. This restriction does not apply to confirmed manufacturing defects, shipping damage, incorrect items, or errors attributable to Avenrel.
Returns based on a misunderstanding of clearly stated non-discounted pricing.

Special Return Conditions: Customer preference returns that do not meet the stated eligibility requirements, including returns involving damaged products, missing components, or compromised packaging, may be declined. Any exception must be reviewed and agreed upon in writing before the item is returned. Additional charges, if applicable, will be disclosed and confirmed in advance. This provision does not limit customers' rights regarding confirmed defects, shipping damage, or errors attributable to Avenrel.

Return Execution Steps:

Verify eligibility with support@avenrel.com.
Formalize the refund amount and return conditions.
Ship the item according to provided instructions.
Provide the return tracking number to our team.
The warehouse will inspect the returned products within 5 working days. Only after the inspection is confirmed to be satisfactory will the refund process be initiated.

Refund Timelines Once a refund is approved, it will be issued to your original payment method within 7–14 business days. Please note that the exact timing of the credit depends on your financial institution. If a refund appears delayed, we recommend checking your bank statement and contacting your card issuer before reaching out to us.

Product Dimensions & Property Access

Customers are responsible for reviewing product dimensions before purchasing and ensuring that the item can safely pass through all necessary access points and fit into its intended location.

This includes:

Building entrances, entry doors, and door frames
Hallways, corridors, and narrow passages
Staircases, landings, and turns
Elevators, elevator entrances, and elevator doors
Interior doorways and designated room spaces

Customers are fully responsible for verifying all measurements and access conditions before placing an order.

Product dimensions listed on our website do not include packaging. Packaging may add approximately 2.4 inches to the product's length and width and 6.3 inches to its height. Actual packaging dimensions may vary.

For assistance, please review our Delivery Measurement Guide before purchasing.

Packaging Integrity: The original packaging is required for all returns. Returns with missing or compromised packaging may be rejected. If the original materials are unavailable, the customer must secure suitable replacement packaging. Failure to adhere to these requirements may result in additional fees or the denial of the return.

Delivery Failures Due to Size or Access Restrictions

If an item cannot be delivered, moved through the property, or placed in the intended room due to insufficient clearance, unsuitable access conditions, or incorrect customer measurements, the customer is responsible for the resulting delivery failure and associated costs. Avenrel is not responsible for such customer-related access limitations.

This applies to standard delivery and White-Glove Delivery, unless the issue is caused by an error by Avenrel.

If the customer requests a return under these circumstances:

The customer is responsible for the actual return shipping costs.
A 10% return processing fee, calculated on the order amount, applies to eligible customer preference returns. This fee includes restocking, warehousing, and product depreciation costs.
Avenrel will obtain the carrier's actual return shipping charges and provide a breakdown of all applicable fees for customer review.
Applicable charges will be deducted from the refund once the returned item has been received, inspected, and approved.
These customer-related charges do not apply when the delivery failure results from an error attributable to Avenrel.

White Glove Service

Fees for White Glove delivery are non-refundable once the service has been scheduled or performed. If a delivery cannot be completed due to structural or access limitations at the customer's property, the service fee is still considered earned and fulfilled.

Return Logistics & Addresses

Avenrel maintains administrative offices in the United States and China. To optimize the return process, our team will direct you to a regional partner warehouse (typically on the U.S. East or West Coast) closest to your location.

Email: support@avenrel.com
Phone: +1(888) 885-5772

For all other regions, please contact our support department to receive the appropriate return address and specific shipping instructions for your area.