Return & Refund Policy

1. Standard Returns (30-Day Window)

You may return most new, unused, and unopened products within 30 days of delivery for a full refund or exchange. Products must be in their original packaging with all accessories, manuals, and mounting hardware included.

Return shipping costs: For standard returns (change of mind, no longer needed, ordered wrong product), the customer is responsible for return shipping costs. We recommend using a trackable shipping method and purchasing shipping insurance for items over $100.

Restocking fee: A 15% restocking fee may apply to orders over $500 that are returned for non-defective reasons. Custom orders and special-order items are subject to a 25% restocking fee. We will notify you of any applicable fees before processing the return.

2. Defective Product Returns (Warranty Claims)

All Auvolar commercial LED fixtures are covered by our 5-year limited warranty. If your product is defective or stops working within the warranty period, we will repair, replace, or refund at our discretion — at no cost to you.

Free return shipping: For warranty claims, Auvolar provides a prepaid return shipping label. You do not pay for return shipping on defective products.

3. Damaged in Shipping

If your order arrives damaged, please follow these steps:

1. Document the damage — Take photos of the packaging and damaged product(s) before discarding any packaging materials.
2. Report within 48 hours — Contact us at sales@auvolar.com with your order number and photos within 48 hours of delivery.
3. We'll handle the rest — We will file a shipping claim and send a replacement at no cost to you, or issue a full refund.

Important: Please retain all original packaging materials until the claim is resolved. The shipping carrier may require inspection of the packaging.

4. Wrong Product Received

If we shipped the wrong product, we sincerely apologize. Contact us and we will:

• Ship the correct product immediately (often same-day)
• Provide a prepaid return label for the incorrect item
• You may keep the incorrect item in some cases (we'll let you know)

There is absolutely no cost to you when we make a shipping error.

5. How to Start a Return

To start your return:

• Email sales@auvolar.com with your order number, product SKU, and reason for return
• Or submit an online RMA request form
• Or call us at (626) 342-8856 during business hours

Do not ship returns without an RMA number. Returns sent without authorization may be refused or delayed.

6. Refund Details

Refunds are issued to the original payment method. Credit card refunds typically appear within 5-10 business days depending on your bank. Store credit is available as an alternative and is issued instantly.

7. Exchanges

Need a different wattage, color temperature, or fixture type? We offer direct exchanges:

• Same-value exchange: No additional charges. Ship back the original, we ship the replacement.
• Different-value exchange: We'll charge or refund the price difference.
• Cross-ship option: For urgent needs, we can ship the replacement before receiving your return (credit card hold required).

8. Non-Returnable Items

The following items cannot be returned for a refund:

• Products that have been installed, wired, or used
• Custom-configured or special-order products
• Products returned after the 30-day return window
• Products without original packaging
• Products damaged by the customer
• Clearance/final sale items (if marked as such at time of purchase)

Note: Installed products that are defective are covered under our warranty — they are not returnable for a standard refund, but ARE eligible for warranty replacement. See Section 2 above.

9. Large / Bulk Order Returns

For orders exceeding $2,000 or 50+ units, please contact our sales team directly to arrange returns. Large order returns may require:

• Prior authorization from your account manager
• Freight shipping arrangement (we'll coordinate)
• Inspection upon receipt at our warehouse

We work with our wholesale and contractor customers to find the best resolution, including exchanges to different products, store credit, or partial returns.

10. Return Shipping Address

Questions?

Our support team is happy to help with any return or warranty questions:

• 📧 Email: sales@auvolar.com
• 📞 Phone: (626) 342-8856
• 💬 Online: Submit an RMA Request