Refund policy
In force from October 21, 2026
Two different things wear the same name on this page.
A return because you changed your mind is a deal we offer. There is no law requiring it, we wrote it, and we are allowed to attach conditions to it.
A return because the product is defective, damaged or wrong is a legal remedy. We did not grant it, we cannot remove it, and we are not allowed to attach conditions to it at all.
The physical act is identical — you put something in a box and send it back. The rules governing it are not, and the previous version of this page applied one set of requirements to both. That is the single thing this rewrite changes.
THE TWO HALVES
| You changed your mind | Something is wrong with it | |
|---|---|---|
| What governs it | Our policy | Fla. Stat. §§ 672.314, 672.315, 672.711 and the Magnuson–Moss Warranty Act |
| Can we set conditions? | Yes — and they are listed below | No |
| How long | 30 days from delivery | Well beyond 30 days — see below |
| Who pays return shipping | You | Us |
| What you get | Full refund | Refund or replacement, your choice |
HALF ONE — YOU CHANGED YOUR MIND
30 days from the delivery date, for any reason or none. "I ordered the wrong one," "it doesn't suit the room," "I don't want it" — all complete. No reason is required and we do not ask for one.
Why this binds us even though no law requires it
There is no federal cooling-off period for online purchases — the FTC's Cooling-Off Rule (16 C.F.R. Part 429) covers door-to-door sales, not e-commerce — and Florida has no general right-of-return statute.
But a policy you advertise stops being optional. Under Section 5 of the FTC Act and the Florida Deceptive and Unfair Trade Practices Act (Fla. Stat. § 501.204), a posted return policy must be honored as advertised, and § 501.211 gives you a private right of action if it is not.
So: we could change this window for future orders. We cannot decline to honor it on yours.
What we do require
Three things, and that is the whole list.
Tell us within the 30 days. Email support@colverro.com with your order number. Any clear statement is enough — no particular subject line, no form.
The product is unused. Not unopened — see the next section. Unused means it has not been installed, wired in, mounted, or run beyond checking that it works.
It is packed well enough to survive the trip back. However you achieve that is up to you.
What we removed, and why — since we were entitled to keep it
The old page required items to be "in their original packaging with all tags attached."
We could lawfully require that. This half of the page is a contract we offer, and a packaging condition on a voluntary return is permissible in the US — unlike in Europe, where the equivalent right is statutory and such conditions are void.
We dropped it anyway, for a reason specific to what we sell. You cannot assess a light fixture or a heater without taking it out of the box: you have to see the finish, check the fitting against your space, and plug it in to confirm it works. A policy that voids your return the moment you open the carton is a policy that asks you to buy blind — and we would rather lose a box than sell you something you couldn't inspect.
So: opened is fine. Unboxed is fine. Plugged in briefly to confirm it powers up is fine. Installed, wired in, or used is not — that is the line, and it is about use rather than packaging.
We also dropped the approval gate. The old page said "products returned without prior approval will not be accepted." Please do contact us first — the return address varies and a package sent to the wrong one is a real problem for both of us — but that is logistics, not permission. A return that arrives in the wrong order does not get thrown away.
And photographs are not a condition of a change-of-mind return. There is nothing to photograph.
Cost and timing
You pay the return shipping. Ask and we will estimate it before you commit.
No restocking fee and no fixed percentage deducted — the old page already said this, and we are keeping it.
We refund within 5 business days of receiving the item, to your original payment method.
HALF TWO — SOMETHING IS WRONG WITH IT
Here we have no conditions available to us, so this section is about what you get rather than what you must do.
Florida law gives you two warranties automatically: merchantability (§ 672.314) — fit for ordinary use, conforming to the promises on the label, and for an electrical product, safe — and fitness for a particular purpose (§ 672.315) where you told us what you needed and relied on us.
The "as is" disclaimer in our old terms did not work. Under Magnuson–Moss, 15 U.S.C. § 2308, a supplier who gives a written warranty may not disclaim the implied warranties, and such a disclaimer is ineffective for purposes of state law.
The sentence we removed
"Damaged or incorrect items are resolved with a free replacement, not a refund."
That is not ours to decide. Under Fla. Stat. § 672.711, where a seller fails to deliver or where the buyer rightfully rejects non-conforming goods, the buyer may cancel and recover the price paid. A policy converting your refund into a replacement removes a remedy the law gives you — and advertising it as "the resolution" is itself a deceptive practice under FDUTPA.
So you choose. A replacement, a reshipment of the correct item, or your money back.
And the 30-day line does not apply here
"Returns will not be accepted if more than 30 days have passed since the delivery date."
That is true of Half One only. The implied warranties do not expire when a marketing window closes. A heater that fails in month four, or a fixture whose finish lifts in month seven, is a warranty matter.
| When | What you can require |
|---|---|
| Within 30 days of delivery | Full refund or replacement, your choice — no cause analysis |
| After 30 days | Repair, replacement, or refund, depending on what failed |
We pay the return shipping on anything defective, damaged in transit, or wrongly sent.
We require no packaging, no tags, no approval, and no photograph. A photograph is genuinely useful — it is the evidence for our claim against the carrier, and it often settles the question in seconds — but it is help, not a hurdle, and nothing waits on it.
Where a failure could plausibly be a defect or could plausibly be installation or use, we examine it and tell you our reasoning, and a different person reviews it if you disagree. Where it is genuinely borderline, we decide in your favor. The full version of that commitment is in PART 5 of the Terms and Conditions.
One thing to do before anything else
If a lamp or heater arrives with damaged wiring, a damaged plug, a cracked housing or anything loose inside — do not plug it in to test it. Photograph it and email us with "safety" in the subject line.
We treat that as a safety matter rather than a returns query. Under the Consumer Product Safety Act, 15 U.S.C. § 2064(b), we have our own duty to assess whether a product creating a substantial hazard must be reported to the CPSC — which is a real reason to tell us directly rather than leaving it in a review.
WHEN WE SUGGEST A REPLACEMENT FIRST
The old page said "in some cases we may first offer a replacement or reshipment as a faster and more convenient solution before proceeding with a full return."
We have kept that as an offer and removed it as a step. Sometimes a replacement genuinely is faster — a second unit can be on its way before the first one has reached us. So we will say when we think that is true.
You can decline, and then we proceed with the refund. It is a suggestion, not a stage you have to pass through.
NON-RETURNABLE ITEMS
The old page got this right, and we are keeping it: anything we cannot accept back is marked as non-returnable in its product description, before you buy.
Worth adding what that means in practice for this catalog: essentially nothing here qualifies. Lighting and heaters are not hygiene goods, so we expect to carry no non-returnable items at all. If that ever changes for a specific product, you will see it on the product page — never afterwards, in a policy.
REFUSED OR UNCOLLECTED PACKAGES
If you refuse delivery, or do not collect the package within the holding period on the USPS notice, it comes back to us.
Within your 30 days, that is simply a return, and Half One applies: no restocking fee and no fixed percentage deducted.
And we do not deduct outbound shipping. The old page offered "a refund minus a deduction to cover the shipping and handling costs incurred." We advertise free shipping, so there is no shipping cost you paid for us to deduct — subtracting one charges you for something we told you was free. There is no "handling" charge either, because we never disclosed one and do not have one.
The one real cost is optional: if you would rather we send the package out again than refund you, you pay the actual postage for the second attempt — that amount and nothing else.
EXCHANGES
Want a different product instead? Email us with what you would rather have and we will set it up.
Mechanically an exchange is a return plus a new order, so the cost split follows the two halves above: if the original was defective or wrong, we cover everything; if you simply changed your mind, you cover the return shipping and we ship the replacement free.
CANCELLING AN ORDER
The old page gave you two hours.
The window is not two hours — it lasts as long as the order has not been processed and shipped, which depends on when you ordered relative to the 12:00 PM ET cut-off. Email your order number as soon as you can; we cannot promise we will catch it.
And if we don't, you have lost nothing — Half One then applies in full.
THE MONEY
When it leaves us
Within 5 business days of receiving the returned item. For a defect, as soon as the route is agreed.
The clock runs from receipt, not from approval. The old page started it "after the return is approved," with up to 7 days from that point. A deadline that begins when we decide it begins is not a deadline. Ours runs from a date you can see on your shipping receipt.
It goes back to your original payment method — a payment-network rule rather than a policy of ours.
When it reaches you
Once released, how fast it appears depends on your card issuer or bank — usually a few business days, and card refunds often post with the original transaction date.
We will not tell you to check with your bank. If it has not appeared 5 business days after we confirm it, email us. We have the processor's reference and we trace it. If we never released it, that is ours to fix and we say so.
If you have already opened a dispute with your card issuer
The old page asked customers to withdraw a dispute so it could proceed. Here is the accurate version of that, because the first half is true and the second half was not a condition we are entitled to impose.
True: while a dispute or chargeback is open on a transaction, we cannot refund or reship against it. The funds are held by the card network, not by us, and processing a second credit on a disputed charge is not something we are able to do. That is a payment-network constraint and it applies to every merchant.
Also true: using your dispute rights is not a breach of anything. Under the Fair Credit Billing Act (15 U.S.C. § 1666) and Regulation Z (12 C.F.R. § 1026.13) you generally have 60 days from the statement date, and nothing on this page limits it or asks you to give it up.
So what we will actually do: tell you plainly that the dispute has to resolve before we can move, explain which outcome does what, and let you decide. We will not condition a replacement on your dropping it, and we will not treat the dispute as a reason to stop helping you.
We would rather you came to us first — it is usually faster — but that is a recommendation, not a rule.
IF YOU DISAGREE WITH OUR DECISION
Say so and tell us why. A reply from us is not the end of a process; we look again, and a different person reviews it.
If that does not resolve it:
- Florida Department of Agriculture and Consumer Services, Division of Consumer Services — 1-800-HELP-FLA (1-800-435-7352)
- The Florida Attorney General's Consumer Protection Division, which enforces FDUTPA
- The Federal Trade Commission — ReportFraud.ftc.gov
- The Consumer Product Safety Commission — SaferProducts.gov, for a product safety concern. You do not have to come to us first.
- Your card issuer, as above
- The courts — the small claims division of the county court handles most consumer claims without a lawyer
Our terms contain no arbitration clause and no class-action waiver, so none of those routes is closed to you, and we do not require you to exhaust anything with us first.
Nothing on this page waives any right you have under federal or state law. Where our text and the law differ, the law wins — which is the whole reason this page is split into two halves rather than one.
WHERE THINGS ARE WRITTEN DOWN
Terms and Conditions — the contract, where our responsibility ends and yours begins, installation and safety, and what we will not claim. Shipping Policy — times, tracking, damaged packages, and who picks the remedy when something goes wrong in transit. Privacy Policy — what we hold, why, and for how long.
CONTACT
| Company name | Colverro LLC |
| Address | 1900 Tamiami Trail North, Naples, FL 34102, United States |
| support@colverro.com | |
| Phone | +1 239-262-7100 |
| Customer service | Mon–Fri: 9:00 AM–5:00 PM |
| Sat, Sun & public holidays | Closed |
| Response time | Within 2 business days |