Afralia Crystal High Ceiling Staircase Chandelier Branch Hanging Loft Stairway Brass

Return and Refund Policy

Afralia accepts eligible return requests within 30 days of delivery. This policy summary must be read together with our Return Policy and Refund Policy.

Return eligibility

• Items must be new, unused, uninstalled, and returned in their original packaging with all components.
• Return Authorization must be obtained before sending an item back.
• Gift cards are not returnable.
• Bespoke or personalized products created specifically to customer-provided specifications are not returnable only when this is clearly disclosed and agreed before purchase.

Standard catalog products—including fixed or selectable variants described as “custom-made” or “made-to-order”—and clearance products remain eligible for return when they meet this policy’s conditions.

Special project or trade orders placed under a separate written agreement are governed by the return terms disclosed and accepted in that agreement. This does not affect standard online-store purchases.

Exchanges

We do not offer direct exchanges. Customers may place a new order and return the original eligible item.

Return shipping and fees

• Customers are responsible for return shipping costs for non-defective returns.
• Verified damaged, defective, or incorrect items qualify for a free return label.
• We do not charge a restocking fee for eligible returns.
• We do not deduct outbound shipping charges from orders that qualified for free shipping.
• Actual return shipping and customs charges caused by refused or undeliverable shipments may be deducted from the refund.

Damaged, defective, or incorrect items

Please report visible shipping damage within 48 hours when possible. Return requests for damaged, defective, or incorrect items are accepted within 30 days of delivery. We may request 2–3 clear photos and a short video for verification.

Refund processing

• Returns are inspected within 72 hours of arrival.
• Approved refunds are issued to the original payment method within 5 business days.
• Please allow up to 10 business days after issuance for the refund to appear on your statement.

Cancellations

Cancellation requests must be submitted within 24 hours of purchase. A full cancellation refund is available only if the order has not entered processing or production. Shipped orders must follow the Return Policy after delivery.

Return address

Returns are handled through a designated international return facility, not the Afralia U.S. address. The correct return address will be provided after Return Authorization.

Contact

Contact us at support@afralia.com before returning any product.

Nothing in this policy limits any non-waivable consumer rights provided by applicable law.