Refund policy

At Mavolux, we want you to shop with confidence. Below is our return and refund policy, clearly outlined by region.

🇨🇦 Canada Orders — 30-Day Unconditional Returns

We offer 30-day unconditional returns for orders shipped within Canada.

If you change your mind, you may return your item within 30 days of delivery, provided it meets the conditions below.

Return Eligibility (Canada)

To qualify for a return:

  • Return Window: Submit a return request within 30 days of receiving your order
  • Product Condition:
    • Items must be unused, in original condition, and in original packaging
    • Customers may open the packaging only to inspect the product for defects or damage
  • Proof of Purchase: A valid order confirmation or receipt is required
  • Exclusions: Final sale or clearance items are not eligible for return

Returns Due to Damage or Defect (Canada)

If your item arrives damaged or defective:

  • We will cover return shipping
  • You may choose a replacement or full refund after inspection
  • Please include clear photos of the item and packaging when submitting your request


Return Shipping & Fees (Canada)

  • Return Shipping:
    Return shipping is provided for approved domestic returns using our return instructions

🇺🇸 U.S. Orders — Conditional Returns (Import Fees Apply)

Due to international shipping and customs regulations, U.S. orders are subject to different return conditions.

Important Notice for U.S. Customers

Customs duties, import taxes, and brokerage fees are non-refundable and are the responsibility of the recipient, even if the order is returned.
These charges are imposed by U.S. Customs and are outside of our control.

Return Eligibility (U.S.)

To qualify for a return:

  • Return Window: Submit a return request within 30 days of receiving your order
  • Product Condition: Items must be in original condition and original packaging
    (Packaging may be opened for inspection only)
  • Proof of Purchase: Valid receipt or order confirmation required
  • Exclusions: Final sale or clearance items are not eligible

Return Shipping (U.S.)

  • Customers are responsible for arranging and paying return shipping upfront
  • Damaged or defective items:
    • You may choose a replacement or full refund after inspection
    • Please include clear photos of the item and packaging when submitting your request
  • Non-defective returns:
    • Return shipping is not reimbursed

Please keep your return shipping receipt for reimbursement if applicable.

Exchanges & Replacements (All Regions)

Exchanges

  • We do not accept exchanges for change of mind, preference, or size.

Replacements

  • Replacements are offered only for items that are damaged or defective upon arrival.
  • To request a replacement, please contact info@mavolux.ca with your order number and supporting photos.
  • Replacement shipments may incur new duties or taxes. Any such charges are the responsibility of the recipient, as replacement items are treated as new imports.

How to Initiate a Return

  1. Log in to your account: https://account.mavolux.ca
  2. Locate the order containing the item you wish to return
  3. Submit a return request with the reason and any relevant comments or photos
  4. Once approved, you will receive return instructions and a shipping label (if applicable)

Refunds are issued to the original payment method within 7–10 business days after the returned item is received and inspected.

Where is my refund?

Upon receipt of your return, please allow 4 business days for us to inspect the item and process your refund. You will receive an email notification once the refund has been initiated. Please note that it may take up to 10 business days after the inspection for the funds to fully reflect in your account, depending on your financial institution.

Non-Returnable Items

  • Final sale or clearance items
  • Items showing signs of use, alteration, or damage beyond normal inspection
  • Items missing original packaging or essential components

 

Order Cancellations (All Regions)

Cancellation Window

  • Orders may be canceled free of charge within 24–48 hours after order confirmation.

Cancellations Before Shipment

  • Orders canceled before shipment may be subject to a 10–15% processing fee, depending on order status and handling costs.

Cancellations After Shipment

  • Once an order has shipped, cancellations are no longer possible.
  • Please refer to our Return Policy for post-delivery returns.

Pre-Order Cancellations

  • Pre-order items may be canceled before shipment.
  • If we are unable to fulfill a pre-order due to supply or production issues, a full refund will be issued promptly.
  • Once a pre-order item has shipped, it will be subject to our standard return policy.