Here is a standard, comprehensive return and refund policy tailored for large freight e-commerce items like walk-in bathtubs and shower walls. It includes your required constraints regarding shipping and restocking fees, as well as essential protections for post-installation scenarios.

You can copy and paste this directly into your website, replacing the bracketed information with your specific details.

Return and Refund Policy

At Avora Bath, we are committed to providing high-quality walk-in bathtubs, shower walls, and bathroom fixtures. Due to the size, weight, and logistical complexity of shipping large architectural products, we have established the following return and refund policy. Please review these terms carefully before making a purchase.

1. Standard Return Eligibility

You have [30] days from the date of delivery to initiate a return for an eligible item. To be eligible for a return, the product must meet the following criteria:

• The item must be in its original, brand-new condition.

• The item must be in its original packaging, securely strapped to its original pallet (if applicable).

• The item must contain all original hardware, instructions, and accessories.

2. Installed or Altered Products

Products that have been installed, assembled, or altered in any way cannot be returned under any circumstances. Once a walk-in tub or shower wall system has been installed, any issues or defects are handled strictly through our warranty policy, and remedies are limited to replacement parts or components. We do not accept whole-unit returns for installed merchandise.

3. Restocking Fee

All authorized returns are subject to a strict 25% restocking fee. This fee is calculated based on the original purchase price of the item. This covers the extensive labor and logistical costs associated with receiving, inspecting, and restocking heavy freight merchandise.

4. Shipping and Freight Charges

Because our items are shipped via LTL (Less Than Truckload) freight, shipping is a significant expense. By initiating a return, you agree to the following shipping terms:

• Outbound Shipping: The customer is responsible for the original cost of shipping the item to their location. If your item was purchased with a "Free Shipping" promotion, the actual out-of-pocket freight cost incurred by Avora Bath to ship the item to you will be deducted from your final refund.

• Return Shipping: The customer is fully responsible for arranging and paying for the return freight shipping back to our warehouse. We highly recommend purchasing freight insurance for the return shipment, as we cannot issue refunds for items damaged in transit back to us.

5. Return Process

To initiate a return, please follow these steps:

1. Contact our support team at info@AvoraBath.com or 512-522-2284 within [30] days of delivery to request a Return Merchandise Authorization (RMA) number.

2. Provide your order number, the reason for the return, and clear photographs of the item in its original packaging to verify its condition.

3. Once approved, you will receive an RMA number and the return shipping address. Returns sent without an RMA number will be refused at the warehouse.

4. Ship the item back to us using a certified freight carrier. Provide our team with the tracking/PRO number as soon as it is picked up.

6. Damaged or Defective Deliveries

We require all customers to inspect their freight deliveries immediately upon arrival, before signing the carrier’s Bill of Lading (BOL).

• If your product arrives with visible damage, you must note "Damaged" on the driver’s delivery receipt before signing, or refuse the shipment entirely.

• If you sign for the shipment as "Clear" and later discover shipping damage, we may be unable to file a freight claim on your behalf, which can impact your eligibility for a replacement.

• Concealed damage must be reported to us with photographic evidence within 48 hours of delivery.

7. Refund Processing

Once your return is received at our warehouse, our team will inspect the item within [3-5] business days to ensure it meets our return criteria.

• If approved, we will process your refund to the original method of payment.

• Your final refund amount will be: Total Purchase Price - 25% Restocking Fee - Original Outbound Shipping Cost.

• Please allow 5-10 business days for the funds to appear on your credit card or bank statement.