Refund policy

At Acalora, customer satisfaction is our priority. We want you to shop with confidence, knowing that if something isn't right with your order, we're here to help. This Refund & Return Policy explains how returns, refunds, exchanges, and cancellations are handled for purchases made through our website.

Policy Overview

  • 30-day return period from the date of delivery.
  • No restocking fees on approved returns.
  • Defective, damaged, or incorrect items are eligible for a replacement or full refund.
  • Customers are responsible for return shipping costs for change-of-mind returns.
  • Refunds are processed within 7 business days after the returned item is received and inspected.
  • All refunds are issued to the original payment method.
  • Returns require prior approval and a Return Authorization (RA).

This policy applies to purchases made through Acalora.com and shipped within the United States.

1. Contact Information

If you have any questions regarding returns or refunds, please contact our customer support team:

Our team responds within 24 business hours.

2. Order Fulfillment & Return Location

Acalora ships from our U.S. warehouse located at:

4350 N 5th Street, STE 100
North Las Vegas, NV 89030
United States

Approved returns should be sent to this address, or to an alternate return address provided when your Return Authorization (RA) is approved.

Please do not return products without prior authorization, as unauthorized returns may not be accepted.

3. 30-Day Return Period

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

To qualify for a return:

  • The product must be unused and in its original condition.
  • The product must be returned in its original packaging.
  • Proof of purchase (order confirmation or receipt) is required.

Returns requested after 30 days may not be eligible for a refund.

No restocking fees apply to approved returns.

4. How to Start a Return

To initiate a return:

  1. Email support@acalora.com with your order number and reason for the return.
  2. Our customer support team will review your request.
  3. If approved, we will provide a Return Authorization (RA) along with return instructions.
  4. The approved return must be shipped within 7 days of receiving the Return Authorization.

Returns sent without authorization may not be accepted.

5. Return Shipping Costs

Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect:

  • Contact us as soon as possible.
  • Please provide clear photos of the issue. Videos may be requested when necessary.
  • Once verified, we will provide an appropriate resolution, including a replacement or a full refund.

Change of Mind / Customer Remorse

If you simply changed your mind or ordered the wrong product:

  • The customer is responsible for return shipping costs.
  • The return shipment must include valid tracking.

6. Refund Processing

Once your returned item has been received and inspected:

  • You will receive an email confirming the inspection.
  • Approved refunds will be processed within 7 business days.

Refunds are issued to the original payment method used during checkout. Depending on your bank or payment provider, additional processing time may apply before the funds appear in your account.

7. Exchanges

If you would like to exchange an item:

  1. Contact our customer support team.
  2. Once your return has been approved, you may place a new order for the replacement item.

Exchange requests follow the same eligibility requirements as returns.

8. Damaged or Defective Products

If your order arrives damaged or defective:

  • Notify us within 48 hours of delivery.
  • Provide photos showing the damage or defect.

After verification, we will offer either a replacement product or a full refund.

9. Order Cancellations

Orders may be canceled for a full refund before they have been shipped.

If an order has already shipped, it can no longer be canceled and must instead follow the standard return process after delivery.

10. Non-Returnable Items

The following products are not eligible for return:

  • Custom or made-to-order lighting products.
  • Products marked as Final Sale.

11. Contact Information

Acalora
9 Mayfield Road
Thornton Heath
England
CR7 6DN
United Kingdom

Company Name: ECOM FUSION ADS & CONSULTANCY LTD
Company Registration Number: 16044289

Email: support@acalora.com

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

Customer service responds within 24 business hours.