Refund policy
Returns, Clearly Defined
Clear eligibility, costs, timelines, and refund steps before you order.
Standard catalog products remain eligible for return under this policy even when production begins after purchase. Customer-requested customization is treated separately: product-specific cancellation and return eligibility are confirmed in writing before payment.
Know which policy applies before purchase
Standard catalog products remain eligible for return when they meet the conditions in this policy, including when production begins after the order is placed.
If you request changes to the published dimensions, materials, finish, or configuration, cancellation and return eligibility are confirmed in writing before payment.
Four clear steps from request to refund
Who pays for return shipping?
Return shipping is the customer’s responsibility. Any paid original shipping fees are non-refundable unless required by law. An applicable 15% restocking fee may also be deducted for eligible non-defective furniture and oversized / freight returns where applicable.
Aorvo will help arrange an appropriate resolution and may cover return or replacement shipping when the issue is confirmed. The 15% restocking fee does not apply to approved returns caused by confirmed defects, incorrect items, or transit damage.
01 Return Window
We accept eligible return requests within 30 days of delivery.
To qualify for a standard return, the product must be:
- Unused, uninstalled by the customer, unmodified, and in substantially the same condition in which it was delivered
- Complete with all parts, accessories, manuals, and required original packaging
- Safely packed for return shipment
- Approved by Aorvo before being shipped back
Returns requested after 30 days from the delivery date are not eligible for a standard return unless required by applicable law.
02 How to Start a Return
Email support@aorvo.com with:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos of the item and packaging
- Your preferred resolution, if applicable
Return authorization is required. Once approved, we will provide return instructions and the applicable U.S. return location. Do not send returns to Aorvo’s Wyoming corporate mailing address or to the sender address shown on the package unless Aorvo specifically instructs you to do so.
Unauthorized returns may be refused or may not qualify for a refund.
03 Standard Catalog Products
A standard catalog product is a product purchased in the dimensions, materials, finish, and configuration published on the individual product page.
Standard catalog products remain eligible for return under this policy even when production begins after the order is placed.
Scheduling production after purchase does not, by itself, make a standard catalog product customer-customized or non-returnable.
04 Customer-Customized Products
A customer-customized product is a product for which the customer requests changes to the dimensions, materials, finish, or configuration published on the product page.
Product specifications, pricing, cancellation terms, and return eligibility for customer-customized products are confirmed in writing before payment.
If a customer-customized product is stated to be non-returnable in the written project terms accepted before payment, that term applies except where the product arrives damaged, defective, incorrect, or where applicable law requires otherwise.
05 Return Shipping Costs
Change of mind or customer preference: return shipping is the customer’s responsibility. Any paid original shipping fees are non-refundable unless required by applicable law.
Confirmed defective, damaged, or incorrect items: Aorvo will help arrange an appropriate resolution and may cover return or replacement shipping when the issue is confirmed.
06 Restocking Fee
A 15% restocking fee may apply to eligible non-defective returns of furniture and oversized or freight-shipped orders where applicable.
This fee may cover inspection, repacking, warehouse processing, and carrier coordination.
The 15% restocking fee does not apply to approved returns caused by confirmed defects, incorrect items, or transit damage.
07 Damaged, Defective, Incorrect, or Missing Items
Please inspect your order promptly after delivery.
If an item arrives damaged, defective, incorrect, or with missing parts, contact Aorvo within 48 hours of delivery.
Please include:
- Your order number
- Clear photos or videos of the product issue
- Photos of the outer and inner packaging
- A brief description of the issue
Keep the original packaging — including the box, foam, pallet, or crate — while the issue is being reviewed. A carrier or logistics provider may require it for inspection.
Prompt reporting helps preserve carrier and freight claim evidence. This reporting request does not limit any rights that cannot be excluded under applicable law.
If the claim is approved, Aorvo may arrange replacement parts, a replacement item, repair support, a partial refund, return shipping, or another appropriate resolution depending on the circumstances.
08 Items Not Eligible for a Standard Return
The following are not eligible for a standard change-of-mind return unless they arrive damaged, defective, or incorrect, or unless applicable law requires otherwise:
Customer-customized products are governed by the written return eligibility confirmed before payment.
09 Refund Processing
Once an approved return is received and inspected, Aorvo will notify you of the outcome.
Aorvo initiates an approved refund to the original payment method within 1 business day after the returned item is received, inspected, and approved.
Any applicable restocking fee, customer-responsible return shipping cost, or other clearly disclosed and approved deduction will be subtracted from the refund amount.
10 Exchanges
We do not offer direct exchanges for non-defective items.
To purchase a different item, finish, size, or style, return the eligible item under this policy and place a new order.
For approved defective, damaged, or incorrect items, Aorvo may arrange replacement parts, a replacement item, repair support, or another appropriate resolution.
11 Order Changes & Cancellations
If you need to request a change or cancellation, contact Aorvo as soon as possible after placing your order.
Whether a change or cancellation can be completed depends on the order’s current production, fulfillment, packing, or shipment status.
Once an order has shipped, it cannot be cancelled. If eligible, it may be handled as a return after delivery under this policy.
For customer-customized products, cancellation terms are confirmed in writing before payment.
12 Refused Delivery
Please do not refuse delivery without contacting Aorvo first.
A refused non-defective shipment may be treated as a non-defective return. Applicable round-trip shipping, freight, storage, or restocking costs may be deducted when those costs apply and have been disclosed under this policy.
If a shipment appears damaged at delivery, document the condition with the carrier, photograph the packaging, accept the delivery if it is safe to do so, and contact Aorvo within 48 hours.
13 Return Packaging & Tracking
Eligible returns must be securely packed using the original packaging whenever required by this policy.
If an item is damaged during return transit because it was inadequately packed, the refund may be reduced or denied to the extent permitted by applicable law.
We recommend using a trackable shipping service and keeping the return tracking receipt until the refund is completed.
14 Price Adjustments
We do not offer price adjustments for past purchases, promotions, or discount codes after an order has been placed, unless required by applicable law or expressly approved by Aorvo.
15 Abuse & Fraud Prevention
Aorvo may refuse a return, refund, exchange, or claim when there is reasonable evidence of fraud, abuse, falsified information, or a request that does not meet the clearly stated requirements of this policy, subject to applicable law.
16 Contact Us
Questions about a return, refund, damaged item, or cancellation? Contact Aorvo Customer Care:
Please include your order number when contacting us about an existing order.
Last updated: July 25, 2026