Returns & Refunds Policy

Last Updated: October 8, 2026

At Avenaelia, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we offer returns and refunds in accordance with the terms outlined below and applicable laws.

This policy applies to orders placed through avenaelia.com for delivery within the 50 U.S. states. Please review the following information before submitting a return or refund request.

1. Return Eligibility

You may request a return and refund within 21 days of receiving your order, subject to the conditions in this policy and any additional rights available under applicable law.

For a voluntary return, the item should be in reasonable return condition, including the following:

  • The item has not been used beyond what is reasonably necessary to inspect its condition, features, and suitability.

  • All included parts, accessories, hardware, and components are returned whenever reasonably possible.

  • Original packaging is included when available and reasonably necessary for safe transportation.

  • The item has not been damaged through misuse, unauthorized modification, improper assembly, or avoidable mishandling after delivery.

Because we sell living room furniture and garden furniture, some items may require disassembly, protective wrapping, or special handling before they can be returned. Please follow the return instructions we provide to help prevent additional damage during transit.

If an item does not meet the applicable return conditions, we will review the circumstances and explain the available options. Any decision regarding eligibility will be subject to applicable law, including any rights you may have concerning defective, damaged, or incorrectly shipped products.

To request a return, please contact our customer service team within the 21-day return period. We recommend contacting us as soon as possible so we can review your request and provide the appropriate instructions.

2. Order Cancellation

If you need to cancel an order, please contact us as soon as possible.

Orders that have not shipped

You may request cancellation before your order ships. Once we confirm that the cancellation has been accepted, we will issue a full refund to your original payment method.

Submitting a cancellation request does not automatically mean the order has been canceled. Please wait for our confirmation.

Orders that have already shipped

Once an order has shipped, we generally cannot cancel it directly. If you no longer want the item, you may request a return within 21 days of delivery, subject to this policy and applicable law.

Please contact us before sending any item back. We will review your situation and explain the appropriate return procedure.

Nothing in this section limits any cancellation, refund, or other rights that may be available to you under applicable law.

3. Non-Exchange Policy

We do not offer direct product exchanges at this time.

Because inventory availability and order processing may vary, we cannot guarantee that a replacement item will be available or processed in the same way as the original order.

If you would like a different size, color, style, or product, please contact us to request a return and refund for your original purchase, if eligible. Once your refund has been processed, you may place a new order for the item you prefer.

If your original item arrives damaged, defective, or incorrect, please contact us before placing a new order. We will review the issue and determine an appropriate resolution based on the circumstances and applicable law.

4. Return Request Process

Please follow these steps to request a return or refund.

Step 1: Contact Us

Email care@avenaelia.com with your return or refund request. Please include:

  • Your order number.

  • The name or description of the item you wish to return.

  • The reason for your request.

  • Clear photos of the item and any relevant packaging, if the item is damaged, defective, or incorrect.

Providing complete information will help us review your request more efficiently.

Step 2: Review and Approval

We will review your request based on the order status, reason for return, item condition, and applicable policy requirements.

Once the review is complete, we will inform you whether the request is approved and explain the next steps, including any applicable return shipping costs or permitted deductions for voluntary returns.

Step 3: Return the Item

For approved returns, we will provide the return address, instructions for obtaining your electronic return label, packaging requirements, and shipping instructions, as applicable.

You must download and print the electronic return label and attach it securely to the return package.

Please wait until you receive our return instructions before shipping an item back. Sending an item to an unconfirmed address or without the necessary return information may delay processing or create unnecessary shipping complications.

For large furniture items, please follow the approved instructions regarding disassembly, protective packaging, and transportation arrangements.

Step 4: Refund Processing

After we receive the returned item and complete any necessary inspection, we will generally initiate the refund within 2–3 business days, unless applicable law requires an earlier refund.

For approved refunds that do not require a physical return, we will explain the applicable processing steps.

The time required for the funds to appear in your account depends on your bank, card issuer, or other payment service provider.

5. Return Shipping and Return Labels

For approved returns, we will provide an electronic return label when applicable under the return arrangements for your request. You are responsible for downloading and printing the label and attaching it to the package according to our instructions.

Voluntary returns

If you request a return because you changed your mind, selected the wrong item, or no longer need the product, you may be responsible for the applicable return shipping costs and any reasonable return handling fees that were clearly disclosed before you proceed with the return.

Where permitted by applicable law, these disclosed and applicable charges may be deducted from your refund. We will explain the relevant charges before you confirm the return arrangements.

Providing an electronic return label does not automatically mean that return shipping is free. Any applicable label or shipping charge will be disclosed before you proceed.

Damaged, defective, or incorrect items

If the return is necessary because an item arrived damaged, has a qualifying defect, or does not match your order, we will cover reasonable return shipping costs and will not impose unreasonable return handling fees.

We will provide the appropriate return shipping instructions based on the nature and size of the item.

Packaging and shipment

Please package the item carefully to reduce the risk of damage during return transit. Use the original packaging when available and reasonably suitable, or other protective packaging appropriate for the item.

Follow the approved shipping instructions and retain any available proof of shipment until the return has been resolved.

Return shipping arrangements and responsibility for costs will be determined according to the reason for return, the instructions provided, and applicable law.

6. Refund Conditions

Refund eligibility and the amount refunded depend on the reason for return, the condition of the item, and the circumstances of the order.

Voluntary returns

For eligible voluntary returns, the item must meet the applicable return conditions described in this policy. Any return shipping costs or reasonable handling fees that were clearly disclosed and are legally deductible may be deducted from the refund.

We will not apply undisclosed charges or deductions that are not permitted by applicable law.

Damaged, defective, or incorrect items

If an item arrives damaged, has a qualifying defect, or is different from the item ordered, please contact us with a description of the issue and supporting photos when available.

Depending on the circumstances, we may offer a full refund, a partial refund, a return at our expense, or another reasonable resolution consistent with applicable law.

The appropriate resolution will depend on factors such as the extent of the damage, whether the item can reasonably be used as intended, the availability of relevant information, and any applicable legal requirements.

Items damaged through customer misuse

Damage caused by misuse, unauthorized modification, improper handling, or other actions attributable to the customer may affect voluntary return eligibility.

We will assess the circumstances individually. This provision does not exclude remedies that may be available for an original defect, shipping damage, or another issue covered by applicable law.

Partial refunds

In some circumstances, a partial refund may be appropriate, such as when only part of an order is affected or when a mutually agreed resolution is suitable for the issue.

We will explain the proposed refund amount and the reason for the adjustment before proceeding, where applicable. We will not use a partial refund to improperly restrict rights or remedies required by law.

7. Refund Processing Time

All refunds will be issued to the original payment method used for the purchase.

For returned items, we generally initiate the refund within 2–3 business days after receiving the item and completing the necessary inspection, unless applicable law requires an earlier refund.

For orders canceled before shipment, a full refund will be initiated after the cancellation is confirmed.

Please note the difference between refund initiation and the actual receipt of funds. Once we initiate a refund, the time required for the funds to appear in your account depends on your bank, credit card issuer, or other payment service provider.

We cannot guarantee a specific date on which the funds will appear in your account.

If you have not received your refund after allowing a reasonable processing period, please contact us. We will help you review the status of your refund.

8. Damaged, Defective, or Incorrect Items

We understand that receiving a damaged, defective, or incorrect item can be frustrating. If this happens, please contact us as soon as reasonably possible so we can review the issue and determine an appropriate solution.

When contacting us, please provide your order number, a description of the problem, and clear photos of the item, packaging, and shipping damage, if applicable.

After reviewing the information, we may offer one or more of the following resolutions, depending on the circumstances and applicable law:

  • A full refund.

  • A partial refund when appropriate.

  • A return with reasonable return shipping costs covered by us.

  • Another reasonable resolution permitted by applicable law.

For furniture that arrives with missing components, localized damage, or other issues affecting only part of the product, we will assess the extent of the problem before determining the appropriate resolution.

Please retain the item and its packaging until we provide further instructions, where reasonably possible. Avoid disposing of or shipping back the item before receiving our guidance.

We will not automatically deny a refund solely because an item is damaged, defective, or incorrect. All requests will be reviewed in light of the specific circumstances and any rights or remedies available under applicable law.

9. Additional Information

This policy is intended to explain our standard return, cancellation, and refund procedures. It does not waive, exclude, or limit any consumer rights or remedies that cannot legally be waived, excluded, or limited under applicable federal or state law.

Where applicable law provides a longer return period, a different refund deadline, or other mandatory protections, those legal requirements will take precedence over any conflicting provision in this policy.

If you have questions about whether your order qualifies for a return or refund, please contact our customer service team before shipping an item back.

10. Contact Us

If you have questions about this Returns & Refunds Policy or need assistance with a return, cancellation, or refund request, please contact us using the information below.

Website: https://avenaelia.com

Email: care@avenaelia.com

Phone: +1 (904) 267-5723

Mailing Address: 74 Zaun Trl Palm Coast, FL 32164 United States

Customer Service Hours: Monday through Friday, 9:00 AM–6:00 PM

When contacting us about an existing order, please include your order number to help us assist you more efficiently.

Thank you for shopping with Avenaelia. We appreciate your business and are committed to handling return and refund requests with care, clarity, and fairness.