Refund policy

Last Updated: August 2026

At Avera Living, we take care to ensure that our products are supplied and delivered in good condition. As many of our products are large, fragile and intended for installation, customers are required to inspect their order promptly upon delivery.

Please read this policy carefully before making a purchase.

1. 48-Hour Inspection & Reporting Period

Customers must inspect their order as soon as reasonably possible after delivery.

Any visible damage, delivery damage, incorrect item or missing component should be reported to Avera Living within 48 hours of delivery.

This includes, but is not limited to:

  • Cracked or chipped basins;

  • Broken or cracked mirrors;

  • Scratched, dented or visibly damaged cabinets;

  • Significant surface damage;

  • Incorrect products or sizes delivered by Avera Living; and

  • Missing components or accessories.

Claims relating to visible or delivery-related issues reported after the 48-hour period may be more difficult to verify and may not be eligible for return, replacement or refund, subject to applicable Malaysian law and any applicable warranty rights.

The 48-hour reporting period does not remove any rights relating to manufacturing defects or other rights that cannot legally be excluded.

2. How to Report a Damaged or Incorrect Product

If you discover an issue with your order, please do not install, drill, modify or alter the product.

Contact Avera Living within the applicable reporting period and provide:

  • Your order number or proof of purchase;

  • Clear photographs of the complete product;

  • Close-up photographs showing the damage or issue;

  • Photographs of the external and internal packaging;

  • Photographs of the shipping label where applicable; and

  • A video or unboxing video, where available.

Additional information may be requested where reasonably necessary to assess the claim.

Please retain all original packaging until your claim has been reviewed.

3. Damaged Products

Where a product is confirmed to have been damaged before or during delivery, Avera Living will assess the appropriate remedy based on the nature and extent of the damage.

Depending on the circumstances, the available remedy may include:

  • Replacement of the affected component;

  • Replacement of the product;

  • Repair or other appropriate remedy; or

  • Refund where appropriate.

The appropriate solution will depend on the individual circumstances and applicable consumer rights.

Customers should not dispose of, repair or attempt to repair the affected product before receiving instructions from Avera Living.

4. Incorrect Items

If Avera Living has delivered a product that is materially different from the item ordered, please contact us within 48 hours of delivery.

The product must remain unused, uninstalled and in its original condition.

Once the issue has been verified, Avera Living will arrange an appropriate solution.

5. Missing Components

If any component or accessory that should have been included with the product is missing, please notify us within 48 hours of delivery.

Where verified, we will arrange for the relevant missing component to be provided where reasonably possible.

6. Change of Mind

Avera Living does not accept returns, refunds or exchanges for change of mind, except where required by applicable law.

This includes circumstances where a customer:

  • Changes their mind after purchasing;

  • No longer wants or needs the product;

  • Prefers another design after receiving the product;

  • Prefers another colour or finish;

  • Decides that the product does not match their interior;

  • Purchases the wrong size;

  • Fails to measure the intended installation area correctly; or

  • Selects the wrong model, material or product variation.

Customers are strongly encouraged to review all product details and measurements carefully before placing an order.

7. Incorrect Size Selected by Customer

Customers are responsible for ensuring that the selected product dimensions are suitable for their intended installation location.

Before ordering, please check:

  • Available wall space;

  • Cabinet dimensions;

  • Basin dimensions;

  • Mirror or mirror cabinet dimensions;

  • Plumbing position;

  • Door and corridor access;

  • Lift dimensions where applicable; and

  • Other installation requirements.

If the correct product and size ordered by the customer have been supplied, Avera Living is generally unable to offer a return, refund or exchange solely because the product does not fit the intended space.

This does not apply where Avera Living has supplied a different size from the size stated in the confirmed order.

8. Installed, Drilled or Modified Products

Customers must fully inspect their products before installation.

Products that have been:

  • Installed;

  • Wall-mounted;

  • Drilled;

  • Cut;

  • Modified;

  • Altered;

  • Connected to plumbing or electrical systems; or

  • Otherwise permanently fitted

will generally not be eligible for return or exchange in relation to visible damage, cosmetic issues, incorrect selection, size issues or other matters that could reasonably have been identified before installation.

If you notice visible damage or an issue before installation, stop installation immediately and contact Avera Living.

This restriction does not exclude any applicable rights relating to manufacturing defects or other rights that cannot legally be excluded.

9. Products Not Eligible for Return Due to Customer-Caused Damage

Returns, refunds or replacements will generally not be provided where the issue results from:

  • Improper installation;

  • Incorrect handling;

  • Dropping or impact;

  • Incorrect drilling or mounting;

  • Incorrect plumbing installation;

  • Improper electrical installation;

  • Product modification;

  • Misuse;

  • Negligence;

  • Failure to follow reasonable care instructions;

  • Use of unsuitable cleaning products or harsh chemicals; or

  • Damage occurring after delivery due to circumstances unrelated to the original condition of the product.

Such circumstances may also fall outside applicable warranty coverage.

10. Colour, Grain & Pattern Variations

Reasonable variations in colour, grain, pattern and texture may occur due to the nature of certain materials, manufacturing batches, photography, lighting and screen settings.

This may apply particularly to:

  • Sintered stone;

  • Wood-grain finishes;

  • Marine plywood finishes;

  • Aluminium finishes;

  • Ceramic surfaces; and

  • Other patterned or textured materials.

Reasonable variations of this nature are not normally considered defects.

11. Return Condition

Where a return has been authorised by Avera Living, the product should be returned:

  • In its original condition;

  • Unused and uninstalled;

  • With all included parts and accessories; and

  • In its original packaging where reasonably possible.

Please do not return any product without first contacting Avera Living and receiving return instructions.

Unauthorised returns may not be accepted.

12. Return Shipping

Where a return is required because Avera Living supplied an incorrect product or because of a verified issue for which Avera Living is responsible, we will provide instructions regarding the applicable return or collection arrangements.

Where a return is not attributable to Avera Living, any applicable transportation or handling costs will be assessed according to the circumstances and applicable law.

13. Refunds

Where a refund has been approved, it will generally be processed through the original payment method where reasonably possible.

Processing times may vary depending on the payment provider, bank or payment method.

Any applicable delivery, handling or other charges will be treated according to the reason for the refund and applicable law.

14. Manufacturing Defects

The 48-hour reporting period primarily applies to visible damage, delivery-related damage, incorrect items and missing components.

A manufacturing defect that becomes apparent after this period may be considered separately under our Warranty Policy and applicable Malaysian consumer law.

Customers should contact Avera Living as soon as reasonably possible after discovering a suspected manufacturing defect.

15. Proof of Purchase

A valid proof of purchase may be required for any return, replacement, refund or warranty-related request.

This may include an Avera Living order confirmation, invoice, receipt or other acceptable purchase record.

16. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any right or remedy available to consumers that cannot lawfully be excluded, restricted or modified under applicable Malaysian law.

17. Contact Us

If you receive a damaged or incorrect product or require assistance with a return or refund request, please contact us through the contact information provided on our website.

When contacting us, please include your order number and relevant photographs or videos so that we can assist you more efficiently.

Avera Living Sdn. Bhd.

Malaysia