Return & Refund Policy
Return Policy Guidelines
Should you find yourself dissatisfied with a product, we offer you the flexibility to initiate a return within 30 days of receiving your purchase. However, please be aware that for items without quality issues, you will assume responsibility for both the return or exchange costs (in the form of a restocking fee equivalent to 10% of the purchase price) and the associated shipping fee. In order to proceed with a general return, maintaining the original packaging is essential.The following criteria must be met when considering a return:
- The item must remain in a brand-new condition.
- It should remain uninstalled and/or non-assembled.
- No signs of usage should be evident, and all components must remain intact.
- Original tags and packaging must be present.
Please note that our 30-day return policy applies to individual items and is determined by the delivery date specified on the carrier's website, rather than the entire order. Returns will not be accepted if the item(s) were marked as delivered more than 30 days ago.
Please be aware that certain items are non-returnable, including:
- Clearance items.
- Customized items.
- Opened bedding materials.
- Items labeled as "Non-Returnable" on the product page.
- Assembled or disassembled products.
- Items lacking original packaging or with significant damage to said packaging.
Unauthorized returns will not qualify for a refund and will be rejected upon arrival at our returns center.
Crucial Information before Initiating a General Return:
We kindly request that you retain all original packaging and wrapping materials from your received item(s). When preparing the item for return, please ensure it is packaged identically to its arrival, meeting the carrier's requirements. For larger items, you may need to prepare the pallet yourself. Additional services included in the original order will not be refunded in the case of a general return. This includes services such as doorway drop-off, room of choice drop-off, and white glove delivery. To assess eligibility for return, we require at least one full-view picture of the product and its outer box, as well as an image of the internal packing. For items without quality issues, you will be responsible for both the return or exchange costs (in the form of a restocking fee equivalent to 10% of the purchase price) and the associated shipping fee.
In select regions, we may provide prepaid return labels, with the return shipping fee deducted once the item is returned. If a prepaid return shipping label cannot be provided, you will need to arrange the return yourself.
Faulty or Damaged Products:
Upon receiving your purchase, we recommend thorough inspection. If you identify any missing parts, faults, damage, or incorrect items, please promptly inform us. Providing images of the product, packaging, and exterior labels will expedite the process.
Contact our customer service within 48 hours of receiving your items if any issues arise. Note that all inquiries regarding product issues are best made within 30 days of receipt, accompanied by the aforementioned images. After-sales inquiries made after 30 days of receipt may experience delays due to timing constraints.
Unauthorized handyman services will not be covered for repair fees.
Damaged items refer to products damaged during shipping. Please report such issues to customer service within 3 business days of receiving the item. Do not discard the damaged item and its packaging. For further details, contact firstname.lastname@example.org.
Undeliverable and Refused Packages:
If delivery attempts are unsuccessful due to reasons like refusal, an invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for any additional handling and shipping fees incurred.
How to Initiate a Return:
To initiate the return/exchange process within the 30-day return/exchange window, please contact our Customer Experience team (email@example.com) with your order number to arrange for return/exchange shipping or pick-up. Include photos of the product, showcasing its current condition and any defects. Trends Sofa reserves the right to select the return method and will provide instructions on how to proceed.
Upon approval of the return request, you will receive an email notification with detailed return instructions and a return sticker. Please refrain from returning the item(s) until you have obtained the return merchandise authorization. Do not send the package back directly to the address indicated on the website or shipping label, as it is not the actual return address. The correct return address will be provided to you via email along with the return sticker once your return has been approved.
- Package the Item(s): Ensure all parts are included in their original packaging.
- Ship Out the Package(s) using a trackable shipping method. Provide us with the tracking number and carrier information. Note that untrackable returns may cause processing delays.
You will receive a notification email within 3-5 working days after we receive your item(s), confirming receipt and processing of your refund. The refund will be credited back to the account from which the funds were originally drawn.
Please be aware that for credit card payments, it may take up to one billing cycle for the refund to appear in your account. During the return process, refrain from initiating a chargeback with your credit card company, as resolving chargeback disputes can be time-consuming. Patience is advised, but if unusual delays occur, feel free to contact us for further assistance.