Refund and Returns Policy

At Avalon Nursery and Ceramics, we want you to shop with confidence. If something isn’t right with your order, we’re here to help. This Returns & Refund Policy explains how returns, refunds, exchanges, and cancellations work for purchases made through avalonnurseryandceramics.shop.

1. Return Period

You may request a return within 30 days of receiving your order.

This 30-day return period applies to eligible products and covers both change-of-mind returns and products that arrive defective, damaged, or incorrect.

After 30 days from delivery, we may be unable to accept a return or provide a refund.

2. Return Eligibility

To be eligible for a return:

Condition: The item must be new, unused, and undamaged.
Packaging: The item should include its original packaging, manuals, tags, accessories, and other materials supplied with the product.
Proof of Purchase: You must provide a receipt, order number, or other valid proof of purchase.
Product Condition: Items must not have been permanently installed, altered, misused, or damaged after delivery.

Artificial Plants and Decorative Items

Artificial plants and decorative products must be returned in their original condition. Products showing signs of use, permanent installation, significant alteration, or improper handling may not qualify for a refund.

3. Types of Returns

A. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive an incorrect item:

Please contact us within 48 hours of delivery.
Send clear photographs showing the product, packaging, shipping label, and the damage or issue.
If the problem is confirmed to be our responsibility, we will provide return instructions and cover the reasonable return shipping cost.
Depending on availability and your preference, we may provide a replacement or refund.

We recommend keeping the original packaging until your issue has been resolved.

B. Change-of-Mind Returns

If you simply change your mind about a purchase:

You may request a return within 30 days of delivery, provided the product is eligible and returned in its original condition.
Return shipping costs are the customer’s responsibility.
If you request a return shipping label from us, the applicable return shipping cost may be deducted from your refund.
Original shipping charges, where applicable, are generally non-refundable for change-of-mind returns.
The item must pass our inspection before a refund is issued.

4. How to Request a Return

Please contact us before sending any product back.

Contact us: Email support@avalonnurseryandceramics.shop with your order number and the reason for your return.
Receive authorization: We will review your request and provide return instructions if your return is eligible.
Prepare the item: Package the product securely using the original packaging where possible.
Ship the item: Send the package to the return address provided by our customer support team.
Keep tracking information: Keep your return tracking number until your refund or replacement has been confirmed.

Please do not send returns to an address other than the one provided by our customer support team.

5. Refunds

Once we receive your returned item, we will inspect it and notify you of the outcome, normally within 2–3 business days.

If your return is approved:

Your refund will be issued to the original payment method.
Refund processing may take approximately 5–10 business days after approval.
Your bank, card issuer, or payment provider may require additional time to make the funds available.
For eligible defective, damaged, or incorrect orders, we will refund the applicable purchase amount and eligible shipping costs as required.

For change-of-mind returns, original shipping charges and return shipping costs are generally not refundable.

6. Non-Returnable Items

Returns may not be accepted for:

Products that have been used, installed, altered, or damaged after delivery.
Products missing essential components, accessories, or original packaging where those items are necessary for resale.
Clearance or final-sale items, where clearly identified as non-returnable at the time of purchase.
Returns requested more than 30 days after delivery.
Products returned without prior authorization.
Products damaged as a result of misuse, improper handling, or failure to follow care or installation instructions.

Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded under applicable law.

7. Exchanges and Replacements

If you receive a defective, damaged, or incorrect item, please contact us as soon as possible.

Where appropriate and subject to availability, we may offer a replacement. If the requested replacement is unavailable, we may provide a refund instead.

For change-of-mind returns, customers should generally return the original item and place a new order for the desired product.

8. Order Cancellations

You may request cancellation of an order within 24 hours of placing the order, provided the order has not already been processed or dispatched.

To request a cancellation, contact us as soon as possible at support@avalonnurseryandceramics.shop.

Once an order has been dispatched, cancellation may no longer be possible. In that situation, you may need to follow the applicable return procedure after receiving the order.