Exchange & Refund Policy
Exchange: Please contact our customer service with your order number and item details you wish to exchange. This is a request based on availability and cannot be guaranteed. Please note sales item does not qualify for exchange.
Refund: Your satisfaction is our top priority. If you are not 100% satisfied with your purchase, we will gladly accept returns within 14 days of delivery. All returned items must be unused, undamaged, in original condition and in their original packaging. It is important to keep the original packaging. To organize a return, simply contact us within 14 days of receiving the item by sending an email to firstname.lastname@example.org. Please note change of mind return will incur a 20% restocking fee of your total bill.
After we have received your item and confirmed it is in its original condition, we will issue you with a refund of the purchase price less the postage. If you have purchased an item using a free shipping offer and returned it because you have changed your mind, we will deduct the actual shipping cost to us from your refund. Please note that exchange or refunds are not available on sale items. Any refund is made back to the payment option you chose with your original order within 5 business days. Please do not attempt to return the items before speaking to one of our specialists.
Before signing for your purchased items we recommends you opening and inspecting the packages to ensure all the items are in good condition. In case of breakage please contact us immediately. Please email us a photo of the damaged item and the corresponding order number so that a claim can be lodged with the courier service.
Damaged or Missing items:
If any product you receive is damaged or faulty through no fault of your own or there is part missing from the order, it will be repaired or replaced at our discretion and at no cost to you. If you notice any of these, please notify our delivery drivers and also our customer service on email@example.com within 48 hours of delivery. It is crucial that you need to inform us within that timeframe for any damage caused during transit, as that's the requirement from couriers for claim purpose. If we haven't received anything after this time, we will deem you have received complete packages and in good conditions. For furnitures including bed and cabinet, DO NOT start to assemble it if you have discovered any damages upon receiving it, contact us immediately and waiting for further instructions. We will not be responsible for any damages claimed after assembled products. Please also make sure you keep the original packaging until further notice.
STEP 1 – Please take pictures of the damage including any damage to the packaging.
STEP 2 – Email the pictures to firstname.lastname@example.org. To ensure a quick resolution, please include your order reference and any helpful information to help identify the damaged part(s).
STEP 3 – A customer service specialist will get back to you within 24 hours (excluding weekends) with further information.
Our rights: We reserve the right to refuse a refund in cases where we deem damage to a product to be due to fair wear and tear, misuse, and failure to install or use in accordance with manufacturer’s instructions or failure to take reasonable care.
Please note returned products that are non-defective, are subject to a 20% restocking fee. This also applies to orders cancelled while in transit.