Return & Refund Policy
Company & Brand Details
Clear after-sales information begins with clear business information. The details below identify the legal company associated with Adoravia™ and provide our official customer service contact information.
Clear Returns. Practical Solutions.
This policy explains when an eligible item may be returned, how to request authorization, where an approved return should be sent, who is responsible for return shipping, how damaged or incorrect products are handled, and how approved refunds are processed.
Review These Conditions Before Sending an Item Back
Please contact us before returning a product. Sending an item to an unapproved address can make the return difficult to identify and may delay processing.
30-Day Return Window
Eligible products may be returned within 30 calendar days after delivery. The return request must be submitted during that 30-day period.
The return period begins on the delivery date shown by available carrier or delivery information.
Standard Return Eligibility
For an ordinary preference-based return, the product should generally be in a condition that allows it to be reasonably inspected and processed.
- The item should be unused or not materially used beyond what is reasonably necessary to inspect it.
- The product should remain in the same general condition in which it was received.
- Original accessories, parts, manuals, cables, and included components should be returned where applicable.
- Original packaging should be included where reasonably available.
- Proof of purchase or an identifiable order number is required.
How to Request a Return
Contact our customer service team before sending anything back. We will review the request and provide the appropriate next step.
- Your order number
- The product involved
- Your reason for requesting the return
- Photographs or video when the request involves damage, a defect, missing parts, or an incorrect item
Return Address
Our legal business address is not automatically the return warehouse for every product or order.
Because orders may be fulfilled through different facilities, the appropriate return destination may depend on the product, order, and original fulfillment route.
Return Shipping Costs
Responsibility for return shipping depends on why the product is being returned.
Change-of-Mind or Preference Return
For an eligible return caused by a change of mind, ordering the wrong item, or no longer wanting the product, the customer is generally responsible for return shipping unless we advise otherwise or applicable law requires a different result.
Damaged, Defective or Incorrect Item
If an item arrives damaged, defective, incorrect, incomplete, or materially different from what was ordered, we will provide an appropriate solution without requiring you to pay additional return-shipping costs caused by that issue.
Damaged, Defective, Incomplete or Incorrect Products
Please inspect your order after delivery. If something appears damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible.
Providing your order number together with clear photos or video of the product, packaging, and issue where relevant can help us review the request more efficiently.
Restricted or Non-Returnable Items
Certain products may not qualify for an ordinary preference-based return where returning them would not be appropriate because of customization, product condition, safety, hygiene, or applicable legal restrictions.
Examples may include:
- Custom-made or personalized items
- Products materially altered, misused, or damaged after delivery
- Items that cannot reasonably be returned for hygiene or safety reasons, where applicable
- Gift cards or non-physical stored-value products, if offered
- Products clearly identified before purchase as final sale or non-returnable, where legally permitted
Exchanges
If you want a different model, version, or product, contact us before taking further action.
In many cases, the clearest process is to return the original eligible item and place a separate order for the replacement product after the return has been accepted.
If an exchange request is connected with a product that arrived damaged, defective, incomplete, or incorrect, contact us first so the appropriate resolution can be determined.
European Union Consumer Rights
Where applicable under European Union consumer law, customers receiving eligible goods in the European Union may have a statutory right to withdraw from certain purchases within 14 days without providing a reason.
Product-specific exceptions, return conditions, and return-cost rules may still apply under applicable law.
Order Cancellations Before Shipment
If you need to request an order cancellation or shipping-address change, contact us as soon as possible and preferably within 12 hours after placing the order.
A request submitted within 12 hours is not a guarantee that cancellation or modification can still be completed if fulfillment has already progressed.
Once an order has been dispatched, cancellation may no longer be possible. If appropriate, the return process described on this page may be used after delivery.
From Request to Resolution
Following the authorized return process helps ensure that the product reaches the correct location and can be matched with your order.
If Something Is Wrong With Your Order
Product problems caused by damage, defects, missing components, or incorrect fulfillment are handled differently from ordinary change-of-mind returns.
Damaged on Arrival
Send clear photographs showing the item and packaging. After review, we will provide an appropriate solution without requiring you to absorb additional return costs caused by the delivery or fulfillment issue.
Defective Product
Describe the issue and provide photographs or video when useful. Depending on the case, we may provide troubleshooting, a replacement, refund, component, or another appropriate solution.
Incorrect or Incomplete Item
If the delivered item does not match your order or important included components are missing, contact us with your order information and relevant photos so the issue can be reviewed.
What Happens After an Authorized Return Arrives?
Approved Refunds Return to the Original Payment Method
Once an authorized return reaches the designated return facility, the item will be reviewed. We will notify you after the return has been processed and whether the refund has been approved.
Original Shipping Fees & Return Costs
Refundability of shipping charges and responsibility for return costs depend on the reason for the return and any mandatory consumer rights that apply.
Change-of-Mind Returns
For ordinary preference-based returns, the original shipping fee paid at checkout is generally non-refundable unless applicable law requires otherwise. The customer is also generally responsible for return shipping.
Our Error or Product Problem
If an item is damaged, defective, incorrect, incomplete, or materially different from what was ordered, we will provide an appropriate solution without requiring you to pay additional return-shipping costs to resolve that issue.
Need Help With a Return or Refund?
If you are unsure whether an item qualifies for return, need the correct return destination, received a damaged or incorrect product, or have a question about an approved refund, contact our customer service team before sending the item. Please include your order number whenever possible.