Refund policy

Refunds, Returns & Replacements Policy

Questions? Contact us at avivra_@avivrahome.com

At Avivra, we create solid wood furniture designed to be lived with and loved for years. Many of our pieces are made-to-order, bespoke, or produced specifically for each customer’s order. Please review this policy carefully before placing your order.

This policy applies to customers in Canada, the United States, the European Union, and the United Kingdom.

Nothing in this policy limits, excludes, or replaces any rights you may have under applicable consumer protection laws.

1. Made-to-Order, Bespoke & Customized Furniture

Made-to-order, bespoke, personalized, or customized furniture is generally final sale for change-of-mind returns, unless otherwise required by applicable law.

This means these items are generally not eligible for cancellation, return, or refund once the order has been confirmed, unless:

The item arrives damaged
A manufacturing defect is confirmed
The wrong item is delivered
The item is materially different from what was ordered
The item is not as described
A refund, repair, replacement, or other remedy is required under applicable law

This is because these pieces may be produced specifically for your order, selected configuration, dimensions, finish, material, or design request.

For customers in the European Union and United Kingdom, statutory cancellation rights may not apply to items that are made to the customer’s specifications, personalized, bespoke, or clearly customized.

Standard catalogue items that are not customized may still be eligible for return under the applicable regional return rules below.

2. Canada Customers

For eligible non-custom, standard furniture items shipped within Canada, return requests must be submitted within 7 days of delivery.

To qualify for a return, the item must meet all return conditions listed in this policy.

Made-to-order, bespoke, personalized, or customized furniture is final sale for change-of-mind returns, unless the item arrives damaged, defective, incorrect, materially misdescribed, not as described, or a remedy is required under applicable law.

Return approval is required before sending any item back to Avivra.

3. United States Customers

For eligible non-custom, standard furniture items shipped within the United States, return requests must be submitted within 7 days of delivery.

To qualify for a return, the item must meet all return conditions listed in this policy.

Return approval is required before sending any item back to Avivra.

4. European Union Customers

Customers in the European Union may have a statutory right to withdraw from certain online purchases within 14 days of delivery, without giving a reason.

For eligible standard, non-custom items, customers may notify Avivra of their decision to withdraw within 14 days of receiving the item.

After notifying Avivra, customers should return the item within 14 days, unless a different period applies under local law.

The right of withdrawal may not apply to goods that are made to the customer’s specifications, personalized, bespoke, or clearly customized.

For eligible EU withdrawal returns:

Customers must contact Avivra before returning the item
Customers may use a clear written statement by email to cancel or withdraw from the order
The item must be returned unused, unassembled, undamaged, and in original or equivalent protective packaging
Customers may be responsible for return shipping costs where permitted by law, provided this was disclosed before purchase
Avivra may deduct any reduction in value caused by handling beyond what is necessary to inspect the item
Standard delivery charges will be refunded where required by law
Upgraded, express, or premium delivery charges may not be fully refundable where permitted by law
Refunds will be processed after the returned item is received, after evidence of return is provided, or as otherwise required by law

Nothing in this section affects your legal rights if an item arrives damaged, defective, incorrect, not as described, or materially misdescribed.

5. United Kingdom Customers

Customers in the United Kingdom may have a statutory right to cancel certain online purchases within 14 days of delivery, without giving a reason.

For eligible standard, non-custom items, customers may notify Avivra of their decision to cancel within 14 days of receiving the item.

After notifying Avivra, customers generally have a further 14 days to return the item.

The right to cancel may not apply to goods that are made to the customer’s specifications, personalized, bespoke, or clearly customized.

For eligible UK cancellation returns:

Customers must contact Avivra before returning the item
Customers may use a clear written statement by email to cancel the order
The item must be returned unused, unassembled, undamaged, and in original or equivalent protective packaging
Customers may be responsible for return shipping costs where permitted by law, provided this was disclosed before purchase
Avivra may deduct any reduction in value caused by handling beyond what is necessary to inspect the item
Standard delivery charges will be refunded where required by law
Upgraded, express, or premium delivery charges may not be fully refundable where permitted by law
Refunds will be processed within the timeframe required by law after the returned item is received, after evidence of return is provided, or as otherwise required by law

Faulty, damaged, incorrect, not-as-described, or materially misdescribed items are handled separately from change-of-mind returns.

If an item is faulty, damaged, incorrect, not as described, or materially misdescribed, customers may be entitled to a repair, replacement, refund, or other remedy under applicable UK consumer law.

Nothing in this section affects your statutory rights.

6. Return Conditions — All Regions

To be eligible for a return, the item must be:

Unused
Unassembled
Undamaged
In its original packaging or equivalent protective packaging
Free from signs of use, scratches, stains, wear, or attempted installation
Accompanied by proof of purchase

All returns require prior approval from Avivra.

Items returned without approval may be refused, unless refusal is not permitted by applicable law.

7. Assembly, Installation & Handling Notice

Many furniture items require assembly, installation, wall-mounting, leveling, or careful handling after delivery.

Please inspect your item carefully before assembly, installation, or use.

Once an item has been delivered without reported transit damage:

Damage caused during or after assembly, installation, wall-mounting, moving, misuse, or improper handling is not considered a manufacturing defect
Assembled or partially assembled items are not eligible for change-of-mind returns
Avivra is not responsible for damage caused by third-party installers, movers, improper assembly, misuse, or improper handling

Nothing in this section removes any legal rights you may have if the item was faulty, damaged, incorrect, or not as described when delivered.

8. Furniture Returns — Important Terms

For eligible non-custom furniture returns:

Return requests must be made within the applicable return window for your region
Items must be unused and in original condition
Assembled or partially assembled items are not eligible for change-of-mind returns
Customers are responsible for return shipping costs unless otherwise required by law
Original shipping fees are non-refundable where permitted by law
Return shipping may be arranged by the customer or arranged by Avivra, with the cost deducted from the refund where permitted by law

For Canada and United States returns, a restocking fee of 15%–30% may apply depending on the item, condition, and return circumstances.

For European Union and United Kingdom statutory cancellation or withdrawal returns, Avivra will not apply a restocking fee where prohibited by law. However, Avivra may deduct any reduction in value caused by handling beyond what is necessary to inspect the item, where permitted by law.

Refunds are issued after the returned item has been received and inspected, after evidence of return is provided, or as otherwise required by law.

9. Natural Material Disclaimer

Our furniture is crafted from solid wood and natural materials. Each piece may have unique characteristics.

The following are not considered defects:

Variations in wood grain, tone, or texture
Natural markings, knots, or organic irregularities
Minor dimensional differences
Slight finish variation due to lighting, screen settings, or the nature of handcrafted materials

These features are part of the natural character and beauty of solid wood furniture.

However, this does not affect your rights if the item is faulty, damaged, incorrect, not as described, or materially different from what was ordered.

10. Damaged, Defective, Incorrect, or Misdescribed Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, incorrect, not as described, or materially different from what was ordered, contact us immediately at avivra_@avivrahome.com.

Reporting Timeframes

Damage, defect, incorrect item, or misdescription claims should be reported:

Within 48 hours of delivery, whenever possible
No later than 7 days from delivery, where practical

Late claims may be more difficult to verify, but nothing in this policy removes any rights you may have under applicable consumer protection laws.

Required Evidence

Please include:

Your order number
Clear photos and/or videos of the issue
Photos of the packaging and box condition
A brief description of the problem

Please keep all packaging until the claim has been reviewed.

11. Replacements

Where applicable, Avivra may provide a replacement at no cost if:

The item arrived damaged
A manufacturing defect is confirmed
The wrong item was delivered
The item was lost in transit
A replacement is the appropriate remedy under applicable law

Replacement approval is subject to review of the claim and supporting evidence, unless otherwise required by law.

12. Refunds

Refunds may be issued in the following cases:

An eligible non-custom item is returned and passes inspection
An order is confirmed as lost in transit
A delivery cannot be completed
A damage, defect, incorrect item, or misdescription claim is approved
A refund is required under applicable law

Refunds are issued to the original payment method.

Deductions may include, where permitted by law:

Return shipping costs
Restocking fees for Canada and United States returns
Non-refundable original shipping fees where permitted by law
Any reduction in value caused by handling beyond what is necessary to inspect the item

For eligible European Union and United Kingdom statutory cancellation or withdrawal returns, standard delivery charges will be refunded where required by law. Upgraded, express, or premium delivery charges may not be fully refundable where permitted by law.

13. Order Delays

Estimated production and delivery timelines are provided in good faith.

Because many Avivra pieces are made-to-order and shipped through freight or specialized delivery networks, delays may occasionally occur due to production, customs, weather, carrier issues, high order volume, or other circumstances outside our control.

If a material delay occurs, Avivra will notify the customer and provide available options where required by applicable law.

For United States customers, if Avivra cannot ship within the advertised timeframe, or within the required timeframe where no shipping timeframe was stated, Avivra will seek the customer’s consent to the delay or provide a refund where required by law.

14. Non-Refundable Items

The following items are generally non-refundable, unless a remedy is required by applicable law:

Made-to-order furniture
Bespoke, personalized, or customized furniture
Items returned outside the approved return window
Used, assembled, installed, or damaged items
Items without proof of purchase
Items returned without prior approval
Gift cards

For European Union and United Kingdom customers, this non-refundable list does not remove any statutory cancellation, withdrawal, faulty goods, damaged goods, misdescription, or other consumer rights that may apply.