Refund policy
Avelia Living – Returns & Refunds Policy
At Avelia Living, we want every customer to feel comfortable ordering from us. If something isn’t right, we’re here to help. Below you’ll find clear information on how returns and refunds work for US, UK, AUS & CAD orders.
1. Return Shipping Costs
• Defective products: We provide a replacement. This applies if the product was delivered incorrectly, damaged during transport, or is otherwise defective.
• Change-of-mind returns: The actual return shipping costs are the responsibility of the customer. This applies, for example, if the item does not fit, or is no longer desired. Return shipping costs are always borne by the customer and are non-refundable.
2. Damaged, Faulty, or Incorrect Items
If an item arrives damaged, faulty, or different from what you ordered, please contact us within 10 days of delivery.
We will provide replacement after review.
Orders Over $100
For orders with a value over $100, if you don't wish to receive a replacement, the item must be returned to us at your own cost before a refund can be issued. Once we receive and inspect the returned item, a full refund will be processed.
3. How to Return an Item
- Contact us: Send an email to support@avelialiving.com including your order number and the reason for the return.
- Receive instructions: You will receive a return authorisation, our international address and step-by-step instructions from us.
- Package the item: Carefully package the item in its original packaging, including all accessories, labels, and documentation.
- Return label: The customer must purchase a return shipping label themselves, print it, and attach it to the package.
- Return shipment: Drop off your package with the shipping carrier specified in the return email.
4. Missing Orders
If your package has not arrived within the estimated delivery timeframe, contact us and we will investigate the shipment.
If the order cannot be located or is confirmed lost, we will send a replacement or issue a refund.
5. Cancelling an Order
• Before shipping: Orders can be cancelled if they have not yet been dispatched.
• After shipping: Once your order has been sent, it may still be returned under our standard return policy.
6. Change-of-Mind Returns
We accept change-of-mind returns within 30 days of delivery, provided that:
• The item is unused
• It is in its original condition
• It is returned in the original packaging
Please note:
• Return shipping costs for change-of-mind returns are the customer’s responsibility
• Original shipping fees (if any apply) are non-refundable
7. No Direct Exchanges
We do not offer item-for-item exchanges.
To receive a different product, please return your item and place a new order.
8. Refund Timeframe
• Returns must be initiated within 30 days of receiving your order
• Once the return is received and inspected, refunds are issued within 10 business days
• Refunds are processed to the original payment method
Processing times may vary depending on your bank or payment provider.
9. Non-Returnable Items
For safety, hygiene, or custom-production reasons, the following cannot be returned unless they arrive damaged:
• Personalized or custom-made items
• Clearance or final-sale items
• Bedding, pillows, or similar items that have been opened
10. Your Rights
This policy does not affect any rights you may have under applicable US consumer protection laws.
Need Help?
You can reach us at any time at support@avelialiving.com.
CONTACT DETAILS
Company name: Avelia Living (Part of DMD GLOBAL LLC)
Address: 8 The Green Suite R, Dover, 19901 United States
E-mail: support@avelialiving.com
Phone: +442080982287
Customer Service Hours (GMT-5/EST):
Monday – Friday: 08:00 AM – 18:00 PM
Saturday – Sunday: closed
We respond to emails within 24-48 hours.