Return & Exchange Policy
This Return & Exchange Policy (hereinafter referred to as "the Policy") applies to all purchases of sofas, coffee tables, TV stands, living room decor, and other related products (hereinafter referred to as "Products") through the online store. It specifies the terms for returning or exchanging Products, aiming to protect consumer rights and standardize the return process. By placing an order, you acknowledge having read, understood, and agreed to abide by all provisions herein.
1. Return & Exchange Timeframe
You may request a return or exchange within 30 calendar days from the date of delivery (based on logistics delivery records). For quality-related issues, the timeframe extends in line with furniture "Three Guarantees" provisions: within 90 days of delivery, you may return, exchange, or repair seriously defective products; within 180 days, you may exchange or repair them. If the same serious quality issue remains unresolved after two repairs, you are entitled to a free exchange or return. The timeframe starts from actual delivery; for pre-ordered or custom-made Products, it starts from the customized product's delivery date.
2. Eligibility for Returns & Exchanges
2.1 Eligible Conditions
Returns or exchanges are permitted only if: 1) The request is submitted within the specified timeframe; 2) Products are unused, with no signs of wear, scratches, or damage, and their original packaging, tags, instruction manuals, accessories, and gifts (if any) are intact; 3) Valid proof (order number, product photos/videos for quality issues) is provided; 4) For exchanges due to size/color/style mismatch, the new product is in stock, and the price difference is settled accordingly.
2.2 Ineligible Conditions
Returns or exchanges are not accepted for: 1) Custom-made/personalized Products (except for quality issues or inconsistencies with confirmed requirements); 2) Products marked "Final Sale" or "Non-Returnable"; 3) Used, damaged, or modified Products, or those with incomplete original packaging/tags; 4) Requests beyond the specified timeframe without legitimate reasons; 5) Products with normal color differences caused by display or lighting; 6) Products damaged by force majeure; 7) Products without valid purchase proof.
3. Return & Exchange Process
1) Application: Complete the return/exchange application through the designated channel (account or guest center with order number) before the timeframe expires, filling in relevant information and uploading proof. Review results will be notified within 2-3 business days. 2) Authorization: Eligible applications will receive a return authorization number (RA number) and warehouse address; ineligible applications will be rejected with explanations. 3) Return & Inspection: Arrange return shipment within 7 business days using a traceable logistics method, marking the RA number on the package. The warehouse will inspect the returned Products within 3-5 business days. 4) Processing: Qualified returns will be refunded within 3-5 business days via the original payment method; eligible exchanges will be shipped within 2-5 business days if the new product is in stock (out-of-stock items can be replaced with equivalent products or refunded).
4. Shipping Costs
Shipping costs are borne as follows: 1) Seller's responsibility: For returns/exchanges caused by product quality issues, shipping errors, or transportation damage, round-trip costs are covered. Large furniture returns due to quality issues will be arranged by a professional logistics company at no cost to you. 2) Buyer's responsibility: For returns/exchanges due to personal reasons (e.g., change of mind, incorrect size estimation), round-trip costs are borne by you, and the original shipping fee is non-refundable. Unauthorized use of non-specified logistics methods may result in refusal of acceptance or additional costs.
5. Refund Rules
Refunds are processed based on: 1) Amount: Actual payment (product price + taxes) is refunded; original shipping fees are non-refundable for personal reasons but refundable for quality/seller errors. 2) Method: Refunds are issued via the original payment method, taking 3-5 business days for digital payments and 7-10 days for credit cards. 3) Special Cases: Custom-made products with quality issues receive full refunds; used products with serious quality issues within the "Three Guarantees" period receive refunds after deducting depreciation fees based on usage time.
6. Special Provisions for Custom-Made Products
Custom-made Products (e.g., custom-sized sofas, custom fabric furniture) are non-returnable and non-exchangeable in principle. Exceptions apply only if: 1) Products have serious quality issues affecting use; 2) Delivered products do not match confirmed customization parameters (due to production errors); 3) Products are irreparably damaged during transportation. For such cases, submit proof within 15 days of delivery; round-trip shipping costs and production losses are borne by the production party. Errors caused by incorrect information provided by you are not eligible for returns/exchanges.
7. Modifications to the Policy
The right to modify or update this Policy is reserved. Modified versions will be posted online with the effective date and take effect immediately upon posting. Continued use of the store's services or placing orders after modifications constitutes acceptance of the updated Policy.