Refund policy

Refund and Return Policy

At Lake Avenue, we aim to ensure customer satisfaction with every purchase. If you are not completely satisfied with your order, you may be eligible for a return, exchange, or refund under the following conditions.

Eligibility for Returns and Exchanges

To qualify for a return or exchange, the following conditions must be met:

  1. Items must be requested to be returned within 7 days of receiving your order.
  2. Products must be:
    • Unworn, unused, and in their original packaging.
    • Accompanied by all original labels and tags.
    • In the same condition as when they were received.
    • A restocking fee of 30% will be applied to unworn, unused and non-damaged products.
  3. Approval is required:
    • All returns or exchanges must be pre-approved by our customer service team. Get in touch with returns@lakeavenue.co
    • Unauthorized returns will not be accepted or processed.

Non-Returnable Items

The following items are not eligible for return or exchange:

  • Items marked as Final Sale or non-returnable at the time of purchase.
  • Personalized or custom-made products.
  • Perishable items or those with limited usability.

Return Shipping Costs

  • The customer is responsible for return shipping costs on undamaged and correctly fulfilled items, as well as a 30% restocking fee on all furniture items. 
  • If the item is damaged, defective, or incorrectly fulfilled, Lake Avenue will cover the return shipping costs, subject to approval, and there will be no restocking fee.
  • Note: Lake Avenue is not liable for lost or damaged return shipments. Customers are advised to use a trackable shipping method and, if necessary, purchase shipping insurance for returns.

Processing Time

  • Once the returned item is received and inspected, please allow 3-20 business days for processing.
  • Refunds (if applicable) will be issued to the original payment method, minus the restocking fee (usually 10%) for all undamaged products.
  • Shipping fees (if any) are non-refundable, except in cases where the return is due to an error on our part (e.g., defective or incorrectly shipped items).

How to Initiate a Return or Exchange

  1. Contact returns@lakeavenue.co to request return authorization.
    • Provide your order number, a description of the item(s), and the reason for the return or exchange.
  2. Wait for approval and further instructions on how to return the item(s).
  3. Ship the item(s) back upon receiving return approval.

We reserve the right to reject returns or exchanges that do not meet the conditions outlined in this policy. Items that are worn, used, damaged by the customer, or returned without prior approval will not be refunded or exchanged.

If you have any questions or concerns about our refund and return policy, please contact our Customer Support Team at:
Email: returns@lakeavenue.co

 

Limitations of Liability

  1. Shipping Delays:

    • Lake Avenue is not responsible for shipping delays caused by:
      • Shipping carriers.
      • Natural disasters.
      • Acts of God.
      • Customs delays (if applicable).
      • Any other circumstances outside of our direct control.
    • Estimated delivery times are provided as guidelines only and are not guaranteed.

  2. Damaged or Lost Shipments:

    • Once an order has been shipped and tracking information is provided, Lake Avenue is no longer liable for the package.
    • It is the customer's responsibility to ensure the shipping address provided is accurate. Lake Avenue will not be held liable for lost or undeliverable packages due to incorrect addresses.

  3. Product Use and Warranty:

    • Lake Avenue is not responsible for any damage or injury caused by improper use of our products.
    • No warranties, express or implied, are provided unless explicitly stated.

  4. Return Rejections:

    • Lake Avenue reserves the right to reject returns that do not meet the eligibility criteria stated in this policy. Items that are worn, used, or damaged by the customer will not be refunded or exchanged.

Dispute Resolution

  • Any disputes arising from your purchase or these policies will be governed by the laws of the state in which Lake Avenue operates.
  • By purchasing from us, you agree to resolve disputes through binding arbitration or small claims court, rather than pursuing litigation.

How to Initiate a Return or Exchange

  1. Contact Lake Avenue Customer Service via email or phone to request return authorization.
  2. Include the following details in your request:
    • Order number.
    • Description of the item(s).
    • Reason for the return or exchange.
  3. Once approved, we will provide instructions for returning the item(s).
  4. Items must be shipped back upon receiving return approval.