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 If you choose to return an item for personal reasons—such as a change in stylistic preference, color dissatisfaction, or if the product does not fit due to measurement errors made prior to purchase—the customer shall bear all return shipping costs. All returns of this nature are subject to internal review and authorization.

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 secured within its original factory packaging.

• 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:

1. The designated return shipping address.

2. 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 24 Hours: Orders may be canceled free of charge within 24 hours of placement.

• Pre-Delivery (After 24 Hours): If an order is canceled after the 24-hour window but before it enters the final delivery stage, a 5% bank processing fee will be deducted from the refund.

• Final-Mile Stage: Once a shipment has transitioned into the final-mile delivery phase, cancellation is no longer possible. You may, however, initiate a return within 30 days of receipt, subject to the terms below.

Non-Quality Related Returns For returns involving a change of mind or errors in selection (not related to damage or quality), the following financial terms apply:

• The customer is responsible for all return freight charges.
  

• A 25% restocking fee will be withheld from the final refund. This fee covers the initial outbound shipping costs incurred by the Avenrel, Any applicable storage or handling costs.

Examples of such cases include:

• Items that do not fit the intended space.

• Natural variations in material tone, color, or scale.

• Accidental orders or general change of mind.

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, re-stocking, 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 completed.

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:

1. Your order number.
2. High-resolution photos of the damaged product.
3. 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. An additional service fee equal to 10% of the total order amount will be charged.

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.

• Returns based on a misunderstanding of clearly stated non-discounted pricing.

Special Condition: If a return is processed for an item that does not strictly meet eligibility requirements, the refund may be capped at approximately 70% of the original purchase value. This deduction accounts for service fees and the cost of return logistics.

Return Execution Steps:

1. Verify eligibility with support@avenrel.com.

2. Formalize the refund amount and return conditions.

3. Ship the item according to provided instructions.

4. Provide the return tracking number to our team.

5. 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.

Size, Fit & Packaging Requirements

It is the buyer's responsibility to confirm that the product dimensions are compatible with their space.

• Packaging Margin: Please account for an additional 2.5 inches (6 cm) in length/width and 6.5 inches (16 cm) in height for packaging. We suggest consulting our Measurement Guide before finalizing your order.

• 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.

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
Trade Inquiries: trade@avenrel.com

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