Refund and Returns Policy

Hangzhou Shengruizezheng Import and Export Co., Ltd
Room 30810, 3rd Floor, No. 1040 Yueming Road, Changhe Street, Binjiang District, Hangzhou City, Zhejiang Province

1. General Policy

We aim to ensure that every customer is satisfied with their purchase. If there is an issue with your furniture order, we will assess return or refund eligibility based on the conditions below.

2. Eligibility for Returns

Furniture items may be eligible for return under the following conditions:

  • The item is defective, damaged, or significantly different from the description.
  • The item is unused, unassembled, and in its original packaging (when applicable).
  • A return request is made within a reasonable period after receiving the product.

Items that cannot be returned include:

  • Custom-made or personalized furniture.
  • Items damaged due to misuse, improper installation, or modifications made by the customer.

3. Damaged or Defective Items

If your order arrives damaged or defective, please contact us immediately with details and supporting evidence. Once verified, we will arrange a replacement, repair, or refund depending on the situation.

4. Return Process

To initiate a return:

  1. Provide order information and reason for return.
  2. Wait for return authorization and instructions.
  3. Pack the product securely and prepare it for pickup or drop-off as instructed.

Unauthorized returns may be refused.

5. Return Shipping Costs

Return shipping fees depend on the reason for the return:

  • Company-responsible issues (e.g., damaged or incorrect items): We cover the return shipping cost.
  • Customer-responsible reasons (e.g., change of mind): The customer is responsible for shipping fees and any associated costs.

6. Refunds

Once the returned item is received and inspected, we will process the refund. Refunds are issued to the original payment method.
Refund amounts may be adjusted if the item shows signs of use, missing parts, or damage not caused during the original delivery.

7. Exchanges

If you prefer an exchange instead of a refund, we will arrange it depending on product availability. Additional fees may apply if the exchanged item has a different price.

8. Non-Delivery or Lost Shipments

If your order is lost in transit, we will work with the carrier to resolve the issue. After confirmation, a replacement or refund will be issued.

9. Cancellation Policy

Orders may be canceled before shipping. Once the order has been dispatched, cancellations will follow the return policy.