Return & Refund Policy

Last updated: September 9, 2025

This policy applies to eligible products purchased directly from the Avenorea online store.

Return Request Period

You may request an eligible return within 30 days after the delivery date.

A return must be reviewed and authorized before it is shipped. Sending a product without authorization does not guarantee that it will be accepted or refunded.

Condition Requirements

To qualify for return, a rug must be:

Unused and not installed for extended use.
Unwashed and unaltered.
Free from stains, spills, dirt, dust, odors, pet hair, smoke, moisture, and cleaning-product residue.
Free from damage caused after delivery.
Complete with its original labels, inserts, accessories, and packaging.
Rolled or folded according to the return instructions.
Accompanied by valid proof of purchase.

Opening the shipping package for inspection does not automatically make a product ineligible, provided the rug remains in returnable condition.

Items That Cannot Be Returned

Unless required by applicable law, we do not accept returns of:

Rugs showing signs of use, installation, washing, cleaning, or alteration.
Personalized, custom-sized, or made-to-order products.
Final-sale or clearance products identified as nonreturnable before purchase.
Gift cards and free promotional products.
Products contaminated by pet hair, smoke, perfume, moisture, mold, food, chemicals, or strong odors.
Products damaged by incorrect cleaning, improper storage, misuse, dragging furniture, outdoor exposure, or failure to follow care instructions.
Products missing essential packaging, labels, components, or accessories.

Natural and Acceptable Variations

Minor differences in color, texture, pile direction, fiber appearance, dimensions, carving, or pattern placement may result from lighting, display settings, materials, production techniques, and normal manufacturing tolerances.

These variations are not automatically considered defects.

Damaged or Incorrect Deliveries

If your order arrives damaged, incomplete, or incorrect, email service@avenorea.com within 7 days of delivery.

Your message should include:

The order number.
A description of the issue.
A photograph of the entire product.
Close-up photographs of the affected area.
Photographs of the outer and inner packaging.
A photograph of the shipping label.

Do not discard, clean, cut, repair, or return the product before receiving instructions.

After review, we may provide a replacement, refund, or another appropriate resolution.

Starting a Return

Email service@avenorea.com with your order number and return reason.

Wait for written authorization and return instructions.
Repackage the rug securely.
Use the designated or approved return method.
Keep the shipping receipt and tracking details.

Unauthorized returns, cash-on-delivery packages, and products sent to the wrong address may be refused.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is caused by a verified error by Avenorea, such as sending an incorrect or defective product.

Because rugs may be oversized or heavy, return shipping can be expensive. Obtain authorization before arranging transportation.

Original shipping fees are nonrefundable unless required by law or the return resulted from our verified error.

Return Inspection

Returned products are inspected after arrival.

We may reduce or decline a refund where permitted by law if a product:
Shows signs of use or cleaning.
Has been damaged after delivery.
Is contaminated or incomplete.
Was packaged in a way that caused return-shipping damage.
Does not otherwise meet this policy.

We will notify you after the inspection has been completed.

Refund Processing

Approved refunds are issued to the original payment method.

After issuance, allow approximately 5–10 business days for the bank or payment provider to post the funds. Actual timing is controlled by the payment provider.

Exchanges

We do not currently provide direct exchanges.

To select another size, color, or design, return the eligible original product and place a separate order.

Cancellations

Cancellation requests must be submitted to service@avenorea.com within 24 hours of purchase.

Cancellation is not guaranteed. If processing or dispatch has already occurred, the order must follow the standard return procedure after delivery.

Return Address

FOOK WING HONG TRADING COMPANY LIMITED

FLAT/RM E 13/F
KINGSWAY IND BUILDING PHASE 2
NOS.167-175 WO YI HOP ROAD
KWAI CHUNG NT HK

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