Shipping, Returns & Refunds

Shipping

All Avela Lamps lighting fixtures are made to order to ensure exceptional craftsmanship and quality. Once your order is placed, our skilled artisans carefully manufacture, inspect, and securely package each fixture before shipment.

• Production Time: Approximately 12 business days
• Shipping Time: Typically 15–30 business days, depending on the destination and carrier
• Free Shipping: Available on all orders within the United States
• Order Tracking: A tracking number will be sent by email once your order has shipped

Custom-sized, personalized, or specially modified lighting fixtures may require additional production time. We appreciate your patience and are committed to delivering a product that meets our quality standards.

Damaged or Missing Items

We carefully inspect and securely package every lighting fixture before shipment. However, if your order arrives damaged or any items or components are missing, please contact us within 48 hours of delivery.

To help us resolve the issue as quickly as possible, please provide:

• Your order number
• Clear photos of the outer packaging
• Clear photos of the damaged item, if applicable
• A description of the damaged or missing components

After reviewing your claim, we may arrange a replacement, send the missing components, or provide another appropriate solution at no additional cost.

Please keep the original packaging until your claim has been reviewed, as it may be required by the shipping carrier.

Returns and Exchanges

Every lighting fixture is carefully handcrafted and made to order. We want you to be satisfied with your purchase and are committed to providing a clear and fair return process.

Return Eligibility

Standard, non-custom products may be returned if all of the following conditions are met:

• The return request is submitted within 30 days of delivery
• The item is unused, uninstalled, and in its original condition
• The item is returned in its original packaging
• All original accessories, components, and documentation are included
• The return is approved by our customer support team before the item is shipped back

Returns sent without prior authorization may not be accepted.

Non-Returnable Items

The following items cannot be returned or exchanged for personal reasons unless they arrive damaged, defective, or incorrect:

• Custom-sized lighting fixtures
• Personalized products
• Products with custom finishes, colors, dimensions, cord lengths, or other special modifications
• Clearance or final sale items
• Products that have been installed, used, modified, or damaged after delivery
• Products returned without their original packaging, accessories, or components

Exchanges

If your item arrives damaged or defective, or if you receive the wrong product, please contact us within 48 hours of delivery. After reviewing the issue, we will arrange a replacement, send the necessary components, or provide another appropriate solution at no additional cost.

Exchanges requested for personal reasons are subject to product eligibility and availability. Customers may be responsible for the related return and reshipping costs.

Return Shipping

If the return is caused by a manufacturing defect, shipping damage, or an error made by Avela Lamps, we will cover the approved return shipping costs.

If the return is requested for personal reasons, such as a change of mind or ordering the wrong size, the customer is responsible for the return shipping costs. Original shipping charges, if any, are non-refundable.

We strongly recommend using a trackable and insured shipping service for all authorized returns. Avela Lamps is not responsible for returned packages that are lost or damaged in transit.

Order Cancellations

Every lighting fixture is handcrafted and made to order after your purchase. Because production may begin shortly after an order is placed, please review your order details carefully before completing checkout.

Cancellation Policy

• Within 24 hours of placing your order: The order may be cancelled free of charge for a full refund.
• After 24 hours but before production begins: The order may still be eligible for cancellation. A cancellation fee may apply to cover materials, payment processing, and order preparation costs.
• Once production has started: The order cannot be cancelled because the fixture is being produced specifically for the order.
• After shipment: The order cannot be cancelled. Please refer to our Returns and Exchanges policy after delivery.

Order Changes

If you need to change your shipping address, finish, size, cord length, or other order details, please contact us as soon as possible.

We will do our best to accommodate your request before production begins. Once production has started, changes may no longer be possible or may require additional fees and production time.

Refunds

Customer satisfaction is important to us. If a cancellation or return is approved, we will process the applicable refund as quickly as possible.

Refund Eligibility

A refund may be issued under the following circumstances:

• The order is cancelled in accordance with our Order Cancellation Policy
• The returned item meets the requirements of our Returns and Exchanges Policy
• The product arrives damaged, defective, incorrect, or significantly different from the item ordered, and a refund is approved after review

Refund Process

Once we receive and inspect the returned item, we will notify you by email regarding the approval or rejection of your refund.

If approved, the refund will be issued to the original payment method within 5–10 business days. The time required for the funds to appear in your account may vary depending on your bank or payment provider.

Non-Refundable Items and Charges

Refunds are generally not available for:

• Custom-sized, personalized, or specially modified products
• Orders that have already entered production and are not eligible for cancellation
• Products that have been installed, used, modified, or damaged after delivery
• Clearance or final sale items
• Return shipping costs for returns requested for personal reasons
• Original shipping charges, if any, for returns requested for personal reasons
• Any applicable cancellation fees disclosed and approved before cancellation

Shipping-Related Refunds

If a refund is approved because of our error, a manufacturing defect, or shipping damage, the applicable approved shipping costs will also be refunded or covered by Avela Lamps.

If a return is requested for personal reasons, the customer is responsible for the return shipping costs. Original shipping charges, if any, are non-refundable.

Need Help?

For questions about shipping, returns, exchanges, cancellations, or refunds, please contact our lighting specialist.

Contact Our Lighting Specialist