Warranty & After-Sales Support
How product-specific coverage is confirmed before purchase, what information helps us review an issue, and how custom-order remedies are evaluated after delivery.
Important: this page describes Avrelahome’s support process. It is not a universal product warranty. The legal seller or warrantor, coverage period, covered items, exclusions and remedy for a specific order must appear in the written quotation, warranty schedule or sales contract provided before payment. Applicable consumer rights are not replaced by this overview.
Confirm the written coverage before ordering
Custom projects contain different materials, hardware, finishes and installation responsibilities. Before an order is accepted, the buyer should receive written terms that identify:
- The legal seller or warrantor named in the order documents.
- The products, components and workmanship covered.
- The coverage period and the date it begins.
- Any maintenance, installation or environmental conditions.
- How a claim is submitted and which remedy may apply.
- Who pays freight, labor, duties or local service costs for an approved remedy.
What to send when reporting a problem
Identify the item
Provide the quotation or order number, room name, item label and delivery date.
Document the condition
Send clear overall and close-up photos, a short video where movement or function matters, and the packaging condition if relevant.
Explain installation
State who installed the item, when it was installed and whether the issue existed before, during or after installation.
Protect the evidence
Keep damaged packaging, labels and affected parts until the review is complete unless safety requires otherwise.
How an after-sales review works
- We check the written specification, approved drawings, photos and delivery records.
- We separate possible production issues from transport damage, site conditions, installation errors and normal material variation.
- Additional measurements, videos or a local inspection may be requested.
- The proposed response and responsibility split are confirmed in writing before work or replacement begins.
Possible remedies are order-specific
Depending on the confirmed cause, written coverage and practical constraints, a response may involve technical guidance, replacement hardware or components, repair support, a remake, replacement, or another written settlement. No remedy is guaranteed until the review is completed and approved in writing.
Issues that may fall outside coverage
The final contract controls. Common examples that may be excluded include normal wear, expected natural-material variation, misuse, unsuitable humidity or moisture, unapproved modification, incorrect site measurements supplied by the buyer, installation outside the agreed method, and transport damage occurring after risk has transferred under the agreed delivery term.
For U.S. consumer orders, written warranty language may be subject to federal and state requirements. Review the FTC warranty guidance and obtain legal advice for the markets where products are sold.
Request after-sales support
Email xiaozhen@ruojufanxing.com or WhatsApp +86 183 3969 5822. Include the order reference and supporting photos in the first message.