Return & Exchange
In which situation we accept the return & exchange?
Our policy last for 30 days from date of purchase or 14 days after item delivered. By agreeing to the purchase terms, you also agree to this refund policy.
We promise to obey the return and exchange policy when the item has the problem below, but you must sent back the item within 30 days from date of purchase or 14 days after item delivered：
First, the product have defects. It can not work once you receive it or it encounter crash in delivery causing you can not use it. This situation we will return full refund (include the shipping and handling fee).
Second, in some particular situation, our return policy can be open for you after our customer service learning your particular problem.
Third, if we miss-shipped the items, we will be responsible for an item exchange and shipping fees. You can also return the product and get a full refund (include the shipping and handling fee), but you must make sure to sent it back through ordinary airmail.
Forth, if you receive a product that is damaged in shipping, or that is not the product you ordered, we will be responsible for an item exchange and shipping fees. Please return it during your return and exchange time period to avashome and we'll arrange for a replacement.
In which situation we don't accept the return & exchange?
First, Custom and personalized orders made especially for you are nonreturnable. Custom Order items are items where a customer has requested specific attributes (e.g., finish, color, size) or where a manufacturer builds only to order.
Second, if you order wrong item by yourself, or you found it is not you want to order (not quality problem), we will not provide return policy to you, please aware of this.
Third, if the item is damaged by yourself, we can not provide exchange service for you.
Forth, any product damaged during installation cannot be returned for a refund. Only parts that are in a condition where they can be put back on the shelf and resold will be accepted for return. Before attempting installation of product please match and confirm parts ordered are correct. If parts are installed without confirming they are correct they cannot be refunded or returned.
Fifth, items need to be returned in a like-new condition. Items that are damaged, unsanitary, dented, or scratched may be denied a return.
Sixth, please return items with all accessories and packaging. If you do not, we may either deny the return or allow a return with a nonrefundable deduction on your refund for what is missing.
Tips: Please check detail before you purchase on avashome.com. If you have any doubt, please check with our customer service, you can get our customer's service information from our website.
Return and Exchange Proces
For orders made on our website:
First, to start a return, you can contact us at [email protected]. If your return is accepted, we’ll send you instructions on how and where to send your package.
Do Not ship product to Avashome without first contacting Avashome for Approval. Any unauthorized returns will be declined. Declined products will be discarded.
To be eligible for a return, your item must be in the same condition that you received it, unused in its original packaging. You’ll also need the receipt or proof of purchase. Please ensure that the item you're returning is repackaged with all accessories and documentation that were included when you received it.
Second, once we receive your email, a member of our team will provide you with a Return Authorization Form to complete and send back to us. The form must be included with your return. We will cover the shipping cost for the returned product. We advise that you hold onto your tracking information as we’re not responsible for lost packages by the carrier.
Third, Once we receive the return device to our warehouse, it will take approximately 2 business days to process a refund.
Fourth, Once we issue a refund, it can take 5-7 business days for it to reflect in your original method of payment.
Any questions, please reach out to our Customer Experience Team via email at [email protected]
AvasHome reserves the right to refuse a refund on any order returned.
If possible, we ask that you return the item in the original packaging. If this isn’t possible, we respectfully ask that you carefully and securely pack the item for shipment. Items damaged during shipping are the responsibility of the shipper and will be declined.
Avashome does not cover miscellaneous expenses. Including labour costs for removal and installation of a defective part, materials, storage，lost time or wages.
Avashome shall not be liable for any incidental or consequential damages including without limitation, indirect or special damages as a result of product defects.
For the first 60 minutes after the order is placed, buyers can cancel their order by calling our customer service department at +86 15532186765 or e-mail us at [email protected]. After 60 minutes your order is too far along in the shipping process to cancel it.
Customer Service Hours: Mon - Fri: 2 pm - 10 pm EST
Please note – orders placed outside of our customer service department hours cannot be canceled as our customer service team is not available to cancel the order. Orders placed outside of Customer Service Hours are sent directly to our fulfillment center to be packaged and shipped.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. An email confirmation will be sent to the address associated with your order, detailing the amount refunded.
If approved, you’ll be automatically refunded on your original payment method. The way your refund is processed depends on your original payment method.
Please remember it can take some time for your bank or credit card company to process and post the refund too. Depending on your bank's processing time, it may take up to 5-7 business days after we process the return to reflect on your account.
E-mail: [email protected]