Auvielight
Return & Refund Policy
Return & Refund Policy
AUVIELIGHT · RETURNS INFORMATION
Know the steps.
Keep the details.
A clear place to understand the return enquiry process and the information our team will need.
A 30-day window
You have 30 calendar days from confirmed delivery to request a return or exchange — just email support@auvielight.com with your order number, the item, and why you'd like to send it back. A request isn't complete until we've replied with written authorization, and any right to cancel that the law gives you doesn't wait on our approval.
What "eligible" means
For a change-of-mind return, we ask that the item be unused, uninstalled and unmodified, with every accessory and its original protective packaging intact. Opening the box carefully to check the item over doesn't disqualify it on its own — the packaging and product just need to still be complete and undamaged when it comes back to us. None of this overrides rights you have by law.
How to actually start one
Email us with your order number, which item you're returning, and your reason. Attach photos of the product, the box, the inner packaging and the shipping label if anything's wrong with it — that helps us move faster. Once we approve the return, we'll send you the address and any instructions; ship it with a trackable service, and for anything fragile or valuable, insurance is worth the cost. Hold onto your carrier receipt and tracking number until the whole thing is resolved.
Who covers the shipping back
If you're returning something simply because you changed your mind, or it wasn't quite what you pictured for the room, that return shipping — along with insurance and any related charges — is on you; for large or international pieces, that can add up, so ask us about the likely cost before you order if you're unsure. If instead the item arrived faulty, damaged in transit, or wasn't what you actually ordered, we cover reasonable return costs ourselves once the issue is confirmed.
Where it goes back to
The correct return address depends on your order and where it originally shipped from, so please wait for our written instructions rather than guessing. In most cases that address is our warehouse in Guzhen, Zhongshan, Guangdong; the UK correspondence address is a contact point, not a place to send returns, unless we've told you otherwise in writing for your specific order.
Damaged, wrong, or faulty items
Tell us as soon as you can — ideally within 7 days of delivery — and include photos of the unopened box, the shipping label, the inner packaging and the item itself. Hold onto everything until we've given you next steps; please don't repair, discard, or send anything back before then. Reporting promptly helps us resolve it faster, but a later report doesn't cost you any right the law already gives you.
Items we generally can't take back
Anything made or personalized specifically to your order isn't eligible for a change-of-mind return once we've started producing it — though this doesn't affect your rights if the item turns out to be faulty or not what was described. The same goes for anything that's been installed, altered, damaged through use, or is missing its original parts or packaging.
Exchanges
Want to swap for something else? The same authorization process applies. We'll confirm any price difference, shipping cost and lead time with you in writing before we process it.
Inspection and getting your refund
Once your return reaches us, we aim to inspect it within 3 to 5 business days. From there, an approved refund usually reaches your original payment method within 7 to 14 business days, though your bank may take a little longer to post it. Wherever the law sets a faster deadline than this, we follow that instead. Where a deduction is legally permitted — for example, for reduced value from use beyond a reasonable check — we'll explain it before applying it.
Changing or cancelling before it ships
Reach out as soon as possible if you want to change or cancel an order. Within 24 hours of ordering, we'll make a requested cancellation or address change free of charge and confirm it in writing. After that, what is possible depends on order status; there may be permissible nonrecoverable costs, which we'll explain before asking you to confirm.
Your rights, regardless
Nothing in this policy limits a consumer right or remedy that can't legally be excluded, and wherever your local law offers stronger protection than what's written here, that stronger protection is what applies.
AUVIELIGHT · PERSONAL GUIDANCE
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