Return & Refund Policy 

Last Updated: August 25, 2026

AELVENA is committed to providing customers with a clear, transparent, and reasonable shopping experience.

We offer a 30-day return policy for eligible products. This policy explains our return conditions, return authorization process, return shipping responsibilities, exchanges, order refusals, customs-related situations, refunds, and the responsibilities of customers and AELVENA.

Nothing in this policy is intended to exclude, restrict, or limit any mandatory consumer rights that cannot legally be excluded or restricted under applicable law. Where applicable law provides consumers with different or greater rights, those mandatory rights will apply.

1. Return Policy

AELVENA offers a 30-day return period for eligible products.

Customers may request a return within:

30 days from the date the order is shown as delivered.

To be eligible for a return, products must generally:

• Be unused;
• Be uninstalled;
• Not have been wired or rewired;
• Not have been modified;
• Not have been repaired;
• Remain in the condition in which they were received;
• Include original accessories, components, hardware, instructions, tags, and packaging where applicable;
• Include a valid order number or proof of purchase.

For lighting products, products that have been installed, connected to electrical systems, used, modified, rewired, or repaired are generally not eligible for customer-related returns.

However, if a product has:

• A confirmed defect;
• Shipping damage;
• Missing components;
• Incorrect shipment by AELVENA;

the applicable provisions of this policy will apply.

All returned products are subject to inspection.

2. How to Request a Return

Before returning any product, customers must contact AELVENA and obtain return authorization.

Please contact:

Email:
aelvena8@gmail.com

When requesting a return, please provide:

• Order number;
• Product name;
• Reason for return;
• Photos or videos of the product when requested;
• Photos of outer packaging, shipping label, and damage if applicable.

AELVENA will review the request and provide return instructions if the return is eligible.

Please do not send any product back without receiving return authorization from AELVENA.

Unauthorized returns may not be accepted and may delay refund processing.

3. Actual Return Address

After receiving return authorization, customers must send the product according to AELVENA’s return instructions.

Return address:

AELVENA Returns

No.1, 2nd Floor,
Sansha Jiehui 14th Street,
Henglan Town,
Zhongshan City,
Guangdong Province,
China

Postal Code: 528478

This address is AELVENA’s actual return processing address.

Please do not send products to this address before receiving return authorization.

4. Returns for Customer-Related Reasons

Eligible products may be returned for customer-related reasons, including but not limited to:

• Change of mind;
• No longer needing the product;
• Personal preference;
• Interior design preference;
• Selecting the wrong size;
• Selecting the wrong color;
• Selecting the wrong finish;
• Selecting the wrong model;
• Ordering the wrong product;
• Product not suitable for the customer’s space;
• Other reasons unrelated to product defects, shipping damage, or AELVENA errors.

For customer-related returns:

• Customers are responsible for the actual return shipping cost.
• Original outbound shipping fees are generally non-refundable.

Ordinary customer-related returns do not automatically incur a 30% or 40% restocking fee.

The 30% and 40% fees only apply in the specific situations described in this policy.

5. Damaged, Defective, Incorrect, or Missing Products

Customers should inspect their order promptly after delivery.

If an order:

• Arrives damaged during transportation;
• Has a confirmed product defect;
• Does not function properly;
• Is missing necessary components;
• Is the wrong product;
• Does not match order details;
• Materially differs from the product description;

please contact AELVENA within:

7 days after delivery.

Please provide:

• Order number;
• Product photos;
• Outer packaging photos;
• Shipping label photos;
• Internal packaging photos;
• Damage photos;
• Product model or label photos;
• Video evidence when necessary.

After review, if the issue is confirmed to be caused by AELVENA or shipping damage, AELVENA may provide:

• Replacement parts;
• Product replacement;
• Repair;
• Full refund;
• Partial refund;
• Another reasonable solution.

For confirmed:

• Product defects;
• Shipping damage;
• Incorrect shipments;
• Missing components caused by AELVENA;

AELVENA will generally cover reasonable return shipping costs when a return is required.

The 30% and 40% restocking and processing fees do not apply to these cases.

6. Exchanges

If you would like to exchange an eligible product, please contact AELVENA before returning the product.

Email:
aelvena8@gmail.com

Exchange availability depends on:

• Product availability;
• Product model;
• Production status;
• Reason for exchange.

For exchanges requested due to customer-related reasons, customers may be responsible for:

• Return shipping costs;
• Reshipping costs;
• Any difference in product price.

If an exchange is required because of:

• Product defect;
• Shipping damage;
• Incorrect shipment by AELVENA;
• AELVENA fulfillment error;

the applicable responsibility provisions in this policy will apply.

7. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

AELVENA Will Generally Cover Reasonable Return Shipping Costs When:

• AELVENA shipped the wrong product;
• The product has a confirmed defect;
• The product was damaged during shipping;
• Necessary components were missing due to an AELVENA fulfillment error;
• The product materially differs from the order information;
• The issue is otherwise confirmed to be AELVENA’s responsibility.

Customers Are Generally Responsible for Return Shipping Costs When:

• The customer changes their mind;
• The customer no longer needs the product;
• The return is based on personal preference;
• The wrong size was selected;
• The wrong color was selected;
• The wrong finish was selected;
• The wrong model was selected;
• The wrong product was ordered;
• The product is not suitable for the customer’s space;
• The return is otherwise caused by the customer.

For customer-related returns:

The actual return shipping cost may be deducted from the refund amount.

8. Refusal, Failure to Accept a Shipped Order, or Unpaid Customs Charges

Once an order has shipped, customers are responsible for accepting delivery and completing any required delivery and customs procedures.

If, after shipment, the customer:

• Refuses delivery;
• Refuses to accept the package;
• Fails to collect the package;
• Provides an incorrect or incomplete shipping address;
• Fails to complete required customs procedures;
• Refuses or fails to pay applicable customs duties, import taxes, VAT/GST, brokerage fees, or other import-related charges;
• Causes the carrier to return the package due to customer-related reasons;

the order will be treated as a:

Customer-related return.

Return Costs and Refund Deductions

If a shipment is returned to AELVENA due to customer-related reasons, the refund amount may be reduced by:

1. Actual return shipping costs charged by the carrier;
2. Customs duties, import taxes, VAT/GST, brokerage fees, storage fees, or other charges incurred during the return process;
3. Any actual return handling or carrier-related charges;
4. Applicable restocking and return processing fees described in this policy.

30% Restocking and Return Processing Fee

If a customer refuses or fails to accept an order after it has shipped without contacting AELVENA in advance, AELVENA may deduct:

1. The actual return shipping cost charged by the carrier;
2. Any actual return handling or carrier-related charges;
3. A 30% restocking and return processing fee calculated based on the original total order amount.

How the 30% Fee Is Calculated

Example:

Original order amount:

$1,000 USD

Calculation:

$1,000 × 30% = $300 USD

Restocking and return processing fee:

$300 USD

If the carrier return cost is:

$100 USD

Total possible deductions:

$300 + $100 = $400 USD

The final refund amount will be calculated after applicable deductions.

Important

The 30% fee is not an ordinary return fee.

It applies only when:

• The order has already shipped;
• The customer refuses, declines, or fails to accept delivery for customer-related reasons;
• The package is returned to AELVENA as a result.

The 30% fee does not apply when the issue is caused by:

• Product defect;
• Shipping damage;
• Incorrect shipment by AELVENA;
• AELVENA fulfillment error.

9. Second Return After an Exchange

If a customer has completed an exchange and later requests a return of the exchanged or replacement product for a customer-related reason, this will be treated as:

A second customer-related return after an exchange.

In this situation, AELVENA may deduct:

1. The actual return shipping cost;
2. A 40% restocking and return processing fee calculated based on the original total order amount.

How the 40% Fee Is Calculated

Example:

Original order amount:

$1,000 USD

Calculation:

$1,000 × 40% = $400 USD

Restocking and return processing fee:

$400 USD

If the return shipping cost is:

$100 USD

Total possible deductions:

$400 + $100 = $500 USD

The final refund amount will be calculated after applicable deductions.

Important

The 40% fee is not a standard return fee.

It applies only when:

• The customer has completed one exchange;
• The customer later requests another return;
• The reason is unrelated to product defects, shipping damage, or AELVENA errors.

The 40% fee does not apply when the issue is caused by:

• Product defect;
• Shipping damage;
• Incorrect shipment by AELVENA;
• AELVENA fulfillment error.

10. Fee Applicability Summary

The 30% and 40% fees are not ordinary return charges. They apply only in the specific customer-related situations described in this policy.

11. Non-Returnable Products

Unless otherwise required by applicable law, or where the product has a confirmed defect, shipping damage, or an error by AELVENA, the following products are generally non-returnable:

1. Made-to-order products;
2. Customized products;
3. Personalized products;
4. Products manufactured according to customer-specified dimensions, colors, finishes, or special configurations;
5. Products clearly marked “Final Sale” before purchase;
6. Products clearly marked “Non-Returnable” before purchase;
7. Products that have been installed or used;
8. Products that have been modified, rewired, or repaired;
9. Products damaged due to customer-related reasons;
10. Products missing essential original accessories;
11. Products returned after the applicable return period;
12. Products returned without authorization;
13. Gift cards;
14. Other products clearly identified as non-returnable on the applicable product page.

Where applicable law provides consumers with mandatory return rights, those rights will apply.

12. Order Cancellation

If you wish to cancel an order, please contact AELVENA as soon as possible.

Email:
aelvena8@gmail.com

For standard products that have not yet entered:

• Production;
• Processing;
• Shipping;

AELVENA will make reasonable efforts to cancel the order.

For:

• Made-to-order products;
• Customized products;
• Specially made products;
• Products already in production;

cancellation may no longer be possible once production has started.

Once an order has shipped, it cannot generally be treated as a cancellation request.

Customers may request a return after delivery according to this policy.

13. Refunds

Once a returned product is received, AELVENA will inspect the product to determine whether it meets the return requirements.

After inspection, AELVENA will notify the customer whether the refund has been approved.

If approved:

The refund will be issued to the original payment method used for the purchase.

AELVENA generally processes approved refunds within:

5–10 business days

after the returned product has been received and inspected.

After the refund is issued, your bank, credit card company, or payment provider may require additional processing time.

If you have not received your refund within:

15 business days

after AELVENA confirms the refund was issued, please contact us.

14. Refund Calculation

Ordinary Customer-Related Return

Refund Amount:

Eligible Refund Amount − Actual Return Shipping Cost

Customer Refusal of a Shipped Order or Unpaid Customs Charges

Refund Amount:

Eligible Refund Amount − Return Shipping Costs − Customs-Related Charges − Carrier Charges − Applicable 30% Restocking Fee

Second Customer-Related Return After Exchange

Refund Amount:

Eligible Refund Amount − Actual Return Shipping Cost − Applicable 40% Restocking Fee

AELVENA will not charge fees prohibited by applicable law.

15. Inspection of Returned Products

All returned products are subject to inspection after they are received by AELVENA.

The condition of the returned product may affect refund eligibility.

If the returned product:

• Has been installed;
• Has been used;
• Shows customer-caused damage;
• Has been wired or rewired;
• Has been modified;
• Has been repaired;
• Is missing essential components, accessories, or original packaging;
• Is not the product originally purchased;

AELVENA may:

• Adjust the refund amount;
• Deduct applicable costs;
• Determine that the product is not eligible for a refund.

If a returned product does not meet the return requirements, AELVENA will contact the customer and explain the available options.

16. Product Color, Dimension, and Material Variations

AELVENA products are designed and manufactured with careful attention to quality and craftsmanship.

Some products are made using natural materials or handcrafted production processes. Due to the characteristics of these materials and manufacturing methods, reasonable variations may occur.

Relevant product specifications, material information, and product characteristics will be disclosed on the applicable product page before purchase.

Reasonable variations in materials, colors, dimensions, or handcrafted details generally do not constitute product defects.

Color Variations

Due to differences in:

• Monitor settings;
• Screen calibration;
• Lighting conditions;
• Photography environments;
• Display devices;

the actual product color may vary slightly from images shown on the website.

Minor and reasonable color differences generally do not constitute a product defect.

Dimension Variations

Some products are manually measured and may have reasonable manufacturing or measurement tolerances.

A tolerance of approximately:

±1–2 cm

may occur.

Such reasonable measurement variations generally do not constitute a product defect.

Customers are responsible for confirming product dimensions and suitability for their intended space before purchase.

Natural Material Variations

Some AELVENA products may incorporate natural materials, including but not limited to:

• Alabaster;
• Travertine;
• Marble;
• Natural stone;
• Wood;
• Rattan;
• Bamboo;
• Natural fibers;
• Other natural materials.

Because natural materials are unique, products may naturally vary in:

• Texture;
• Grain;
• Veining;
• Stone patterns;
• Color tone;
• Surface characteristics;
• Natural markings.

Each product may have its own unique appearance.

These natural variations are considered characteristics of authentic materials and generally do not constitute defects.

17. Sale and Promotional Products

Unless otherwise stated on the applicable product page, eligible sale and promotional products may be returned according to this policy.

Products clearly marked before purchase as:

• “Final Sale”; or
• “Non-Returnable”

are generally not eligible for return.

However, where applicable law requires return rights, or where a product has:

• A confirmed product defect;
• Shipping damage;
• Incorrect shipment by AELVENA;

the applicable law and this policy will apply.

18. International Returns

International return procedures may vary depending on:

• Destination country or region;
• Package size;
• Package weight;
• Shipping method;
• Carrier requirements;
• Customs regulations.

Unless otherwise required by applicable law:

Customers are responsible for actual return shipping costs for customer-related returns.

International returns may involve additional costs, including but not limited to:

• Return shipping costs;
• Customs duties;
• Import taxes;
• VAT/GST charges;
• Customs clearance fees;
• Brokerage fees;
• Storage fees;
• Other government or carrier-related charges.

Responsibility for these costs depends on:

• The reason for return;
• Applicable law;
• The circumstances of the return.

For returns caused by confirmed:

• Product defects;
• Shipping damage;
• Incorrect shipments by AELVENA;
• AELVENA fulfillment errors;

AELVENA will handle applicable costs according to this policy.

19. Refunds for Orders Returned Due to Customs Issues

If an order is returned because the customer:

• Refuses delivery;
• Fails to complete customs clearance;
• Does not pay required customs duties or taxes;
• Does not provide required customs information;

the order will be treated as a customer-related return.

The refund amount will be calculated after deducting applicable costs, including:

• Return shipping costs;
• Customs duties;
• Import taxes;
• VAT/GST charges;
• Brokerage fees;
• Storage fees;
• Carrier-related charges;
• Other government-imposed or logistics-related expenses;
• Applicable processing fees described in this policy.

AELVENA is not responsible for customs charges imposed by the destination country.

Customers are responsible for understanding and complying with their local import requirements before placing an order.

20. European Union Consumers — 14-Day Right of Withdrawal

If you are a consumer located in the European Union, you may have a statutory right, subject to applicable law and legal exceptions, to withdraw from your purchase within:

14 days after receiving the goods

without providing a reason.

This statutory withdrawal right is independent of AELVENA’s voluntary 30-day return policy.

Where the EU statutory withdrawal right applies:

• Return procedures;
• Refunds;
• Return shipping responsibilities;
• Applicable exceptions;

will be handled according to applicable EU consumer protection laws.

Nothing in this policy is intended to exclude, restrict, or limit mandatory consumer rights available under applicable EU law.

21. United Kingdom Consumer Rights

Consumers located in the United Kingdom may have statutory cancellation and other consumer rights under applicable UK consumer protection laws.

These statutory rights are independent of AELVENA’s voluntary 30-day return policy.

Nothing in this policy is intended to exclude, restrict, or limit mandatory consumer rights available under applicable UK law.

22. Contact Information

If you have any questions regarding returns, exchanges, refunds, or this policy, please contact:

AELVENA Customer Support

Email:

aelvena8@gmail.com

Return Address

AELVENA Returns

No.1, 2nd Floor,
Sansha Jiehui 14th Street,
Henglan Town,
Zhongshan City,
Guangdong Province,
China

Postal Code: 528478

Please contact AELVENA and obtain return authorization before sending any product back.

Unauthorized returns may not be accepted.

23. Policy Updates

AELVENA reserves the right to update this Return & Refund Policy when necessary.

Any updated version will be posted on this page with the revised:

“Last Updated”

date.

By placing an order with AELVENA, customers acknowledge that they have read, understood, and agreed to this Return & Refund Policy.