Refund policy
14-Day Returns
You may return your AVALUCE piece within 14 days of delivery for a full refund of the product price, no reason needed.
Return eligibility
- The return must be requested within 14 days of the date of delivery (as recorded by the carrier).
- The item must be returned undamaged and complete, with all parts and accessories, in its original protective packaging. The original packaging is engineered for natural stone and glass and is required for safe return transit.
- Your order number must be included with the return request.
All products on our store are eligible for return under these conditions. Replacement items sent free of charge for a damage claim are not eligible for an additional return.
Return shipping costs
Return shipping costs are the responsibility of the customer. We strongly recommend using a tracked and insured shipping service, as we cannot issue a refund for a return that is lost or damaged in transit before reaching us. We do not charge any restocking fee.
How to start a return
- Email us at support@avaluce.com with your order number and, optionally, the reason for your return.
- We will confirm your return within one business day and send you the return address and instructions. Please do not ship anything back before receiving our confirmation — returns sent without prior authorization cannot be guaranteed.
- Pack the item securely in its original packaging and ship it with the carrier of your choice within 10 days of our confirmation.
Damaged or defective items
If your piece arrives damaged or presents a defect, send us photos of the item and its packaging within 48 hours of delivery. We will ship a free replacement immediately — you do not need to return the damaged item and you will not pay any shipping. Every shipment is insured. This does not limit your rights under the warranty below or under applicable law.
Refund processing
Once your return is received and inspected (within 3 business days of arrival at our facility), we will notify you by email of the approval or rejection of your refund. Approved refunds are issued to your original payment method within 5–10 business days. The Breakage & Theft Protection fee ($15.99), where purchased, is a transit service already rendered and is non-refundable once the order has shipped. If a refund seems delayed, first check with your bank or card issuer — posting times vary by institution — then contact us at support@avaluce.com.
Late or partial refunds
If an item is returned used, damaged by the customer, or incomplete, we reserve the right to issue a partial refund reflecting the diminished value of the item, or to refuse the return. You will be notified by email before any partial refund is processed.
Exchanges
The fastest way to exchange is to return the item you have and place a new order for the piece you want once your return is accepted. For an exchange of the same item (defective for identical), see "Damaged or defective items" above — replacement is free.
2-Year Limited Warranty
What this warranty covers
304 Holdings LLC ("AVALUCE") warrants to the original purchaser that all AVALUCE lighting products are free from defects in materials and workmanship — including electrical components, finishes and structural integrity — under normal residential use, for a period of two (2) years from the date of delivery.
What this warranty does not cover
This warranty does not cover: damage caused by improper installation, modification, misuse, abuse, accidents or neglect; normal wear; natural variations in stone, wood or hand-blown glass (which are characteristics, not defects); commercial use; or light bulbs and other consumables.
What we will do
If a covered defect appears during the warranty period, we will, at our option, repair the product, replace it with an identical or comparable model, or refund the purchase price. Replacement parts or products are warranted for the remainder of the original warranty period.
How to obtain warranty service
Email support@avaluce.com with your order number, a description of the defect and photos or video of the issue. We respond within one business day and cover all shipping costs related to a valid warranty claim.
Your legal rights
This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Any implied warranties, including the implied warranties of merchantability and fitness for a particular purpose, are limited to the duration of this written warranty. Some states do not allow limitations on how long an implied warranty lasts, or the exclusion or limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you.
Contact
support@avaluce.com — Monday to Friday, 9:00 am to 6:00 pm (ET). We reply within one business day.