Refund policy
Return & Refund Policy
Last Updated: June 2026
At Aylvo, we want you to feel confident when shopping for furniture, lighting, and home pieces. We encourage you to carefully review product details, dimensions, materials, and shipping information before placing your order. This policy explains how returns, refunds, exchanges, and cancellations are handled.
30-Day Return Window
You may request a return within 30 days of delivery.
To start a return request, please contact us at support@aylvo.com with the following:
- Your order number
- The email address used at checkout
- The reason for the return
- Clear photos of the item and packaging, if applicable
Please contact us before sending any item back. Returns sent without prior authorization may not be accepted.
Return Eligibility
To qualify for a return, the item must meet all of the following conditions:
- Unused and in its original condition
- Returned with all original packaging, parts, accessories, and documentation
- Free from damage, installation marks, stains, alterations, or signs of use
- Approved by our support team before being shipped back
Items that do not meet these requirements may be refused or may result in a reduced refund.
Non-Returnable Items
The following items are not eligible for return unless they arrive damaged, defective, or incorrect:
- Custom, personalized, made-to-order, or special-order items
- Items that have been installed, assembled, used, modified, or damaged after delivery
- Items returned without original packaging
- Clearance or final sale items, if clearly marked at the time of purchase
- Gift cards
Return Shipping Costs
Unless your item arrives damaged, defective, or incorrect, return shipping costs are the customer's responsibility.
Original shipping charges, handling fees, and return shipping costs are non-refundable unless the return is due to our error.
We recommend using a trackable shipping service and retaining your return tracking number. Aylvo is not responsible for returned items that are lost or damaged in transit.
Damaged, Defective, or Incorrect Items
We stand behind every item we ship. If your order arrives damaged, defective, or incorrect, please contact us at support@aylvo.com within 7 days of delivery.
To help us resolve your issue as quickly as possible, please include:
- Your order number
- Clear photos of the product
- Clear photos of the packaging
- A description of the issue
After review, we may offer a replacement, repair solution, partial refund, full refund, or return authorization depending on the situation.
Refunds
Once we receive and inspect your approved return, we will notify you of the refund decision.
If approved, your refund will be issued to your original payment method. Please allow 5–10 business days for your bank or payment provider to process and post the refund.
If the returned item does not meet our return eligibility requirements, the refund may be denied or reduced.
Exchanges
If you would like a different item, size, color, or finish, please contact us before placing a new order. Because many of our items are made to order or sourced through our supplier network, exchanges depend on item availability and order status. Our team will do our best to find a solution that works for you.
Order Cancellations
We understand that plans change. Here is how our cancellation policy works:
Within 24 hours of placing your order: You may cancel free of charge, as long as your order has not yet entered production, customization, packaging, or shipment.
After 24 hours: If your order has already entered order review, material preparation, production scheduling, or supplier processing, a 5% processing fee may apply.
Custom, personalized, made-to-order, or special-order items: These items cannot be cancelled once production or customization has started, regardless of timing.
After shipment: Orders cannot be cancelled once shipped. If eligible after delivery, your order may be handled under this Return & Refund Policy.
To request a cancellation, contact us as soon as possible at support@aylvo.com.
Contact Us
If you have questions about returns, refunds, exchanges, or cancellations, our team is ready to help:
- Email: support@aylvo.com
- Phone: +1 720-474-4130
- Support Hours: Monday to Friday, 9:00 AM – 5:00 PM Mountain Time, excluding U.S. holidays
For the fastest response, please include your order number and the email address used at checkout in your message. We aim to respond within 1–2 business days.