Here at AlivePal, we want your home and space feel as stylish, personal and warm to you as possible and that is why if you are not 100% satisfied with your order, or find any issue with your order, we offer a free return shipping to our customers located in both Canada and the US.
If you face any issue with your product or want to exchange your item, you can return the product within 14 days of receiving it.
We care about our customers and strive to offer a reliable experience so we request our customers to ensure the product is in perfect condition, and it must not be installed. It should be original, unaltered, and is accompanied by its original packaging and tags. Returns made inside our standard service area will incur a $49 return shipping fee – for some smaller items a $19 return shipping fee will apply. Any applicable outbound shipping fees are nonrefundable. Returns outside our standard service area are subject to a return fee in the same amount as the forward shipping fee.

• Custom and built-to-order items
• Open Box, and Clearance Items
• Large orders (single fixtures over $5,000, orders totaling over $5,000 on multiple quantities of the same fixture)
• Any product that has been modified, installed, or used in any way (including cut, clipped or stripped wires)
• Items not in resalable condition or items missing the original packaging

Our goal is to deliver reliable products safely. If you find a damaged or defective item, we suggest you to contact our customer support team so that we can resolve your problem as soon as possible. We will assess the situation and exchange the item. Please note that AlivePal reserves the right to reject a returning product in case we suspect that the returning item does not comply with the terms and conditions, and we may send the rejected items back to the original shipping address. Please address the whole situation to our customer support team and we will work closely with you to determine the best solution.