Refund policy

30-Day Easy Returns

At alvara.com, we want you to love your purchase. If, for any reason, you’re not satisfied, we offer an easy return process.

Return Policy Overview

• Return Window: You have 30 days from the day you received your order to initiate the return.
• Condition: Items must be unused, in their original condition, and returned with the original packaging.
• Easy Returns: Returning items to us is easy and our client support team will assist you.
• Territorial scope: This Return and refund policy applies to purchases in Australia. 

Return Costs

• For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective.

• For Customer Remorse (Change of Mind): Approved change-of-mind returns are issued as store credit only. The customer is responsible for return shipping costs and payment processor fees which are non-refundable. Please note that some products are shipped from overseas warehouses, so overseas freight costs may apply to your return shipping. A 25% restocking fee also applies to all approved change-of-mind returns. 

• Restocking Fee: A re stocking fee of 25% applies to any change of mind return.

How To Return An Item

1. Contact Us: Email our team at  info@alvarahome.com with your order number and reason for the return. Include a video and photos of the product, its packaging and shipping label.
2. Pack Your Item: Repack the item securely in its original packaging, including all accessories, tags, and documents.
3. Send it Back: Drop your package off at the nearest shipping carrier location as per the instructions in the return authorisation email.

Refund Process

Once we receive your return, we’ll inspect the item to ensure it meets our return criteria. If the goods purchased from us arrive defective or are damaged during transit, you must follow the returns process outlined above. Depending on the issue with your order, you may be eligible for:

• A replacement of the same item

• A partial refund or price adjustment

• Store credit

• If a replacement is unavailable, a full refund will be provided instead.

Refund

After your return has been inspected and approved, your refund will be processed within 7 business days. Please allow an additional 7 business days for the funds to appear back on your original payment method, depending on your bank or payment provider.

Once your return has been authorised by our customer support team, the item must be sent back using a registered parcel service and the tracking details provided to us once shipped. If after inspection the product is confirmed to be faulty or damaged, Alvara will reimburse any reasonable return shipping costs incurred by the customer. Please retain all postage or transport receipts, as these may be required for reimbursement.

Exchanges

We do not offer exchanges on any products. If you are unhappy with your item, please contact our support team and we’ll assist you with the returns process where applicable.

Order Cancellations

Once an order has been placed, the purchaser confirms that all order details, including the shipping address, are correct and acknowledges commitment to the purchase.

As orders are processed promptly, we are generally unable to cancel, stop, or modify an order once it has been placed unless approved by our customer service team. 

Cancellation requests must be submitted within 2 hours of placing the order. In the event that we approve the cancellation of an order outside our standard cancellation window, a 10% restocking fee will be charged. Any non-refundable transaction or processing fees incurred by us through payment gateways and financial institutions in connection with the original transaction will also be deducted from the refund amount.

Custom items cannot be cancelled under any circumstances once the 2-hour cancellation window has passed.

Orders that have already entered transit are unable to be cancelled.

Non-Returnable Items

• Film & Digital Prints
• Custom items - this is listed in product description.
• Clearance or sale items
  
• Items that have been installed such as hard wired lights.
• For hygiene and safety reasons, some items may not be eligible for return. These include, bed linen, pillows & pillow covers, towels and blankets.
• Damaged products through customer mishandling.

Custom Items & Items > $500

Customers are required to record a clear video of the entire unboxing process with no breaks or pauses, from start to finish. This video is required to support any damage claims in the rare event that damage occurs during transit.

Custom Items are non-returnable

Please note that every item is thoroughly inspected, quality checked, and recorded prior to dispatch from our warehouse to verify that it leaves in undamaged condition. Failure to provide a complete, uninterrupted unboxing video may affect our ability to assess and process damage claims.

Product Information

We take great care to represent our products as accurately as possible. However, slight variations in colour, texture, grain, finish and dimensions may occur, particularly with natural or handcrafted products. These variations are a normal characteristic of the materials and manufacturing process and are not considered defects.

Please note that product colours and finishes may appear slightly different in person due to photography, lighting conditions and individual screen or display settings. If you are unsure about a particular colour or finish, please contact our team before purchasing and we will be happy to provide additional images where available.

Natural materials such as timber, marble, travertine, rattan and jute are unique by nature. Variations in grain, pattern, colour, texture and markings should be expected and contribute to the individual character of each piece. Similarly, handcrafted products may feature minor differences between individual items.

All dimensions provided are approximate and may vary slightly due to the materials and manufacturing process.

If any design or intellectual property concerns arise, we will promptly investigate and take appropriate action.

Product Information & Liability Disclaimer

Alvara operates as a retailer and reseller of products supplied by third-party manufacturers and distributors.

While we make reasonable efforts to ensure product descriptions, specifications and other information are accurate and up to date, Alvara relies on information provided by manufacturers and suppliers and cannot guarantee the accuracy, completeness, or ongoing validity of such information.

All electrical products must be installed by a licensed electrician and used in accordance with the manufacturer's instructions.

Customers are responsible for confirming, prior to purchase and installation, that all products are suitable for their intended application, installation environment, and specific project requirements, including product specifications and any applicable certifications or compliance requirements.

To the maximum extent permitted by law, Alvara accepts no liability for losses, damages, costs, or claims arising from incorrect installation, misuse, modification, failure to comply with applicable standards/regulations, or use of a product outside its intended purpose.

For More Information:

Questions?

Visit our Frequently Asked Questions page or contact our customer services at  info@alvarahome.com.

Contact Information:

Store Name: Alvara

Email: info@alvarahome.com

Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (AEST)

We will respond to your email within 24-48 hrs (Mon–Fri) — weekend messages answered Monday.