Thank you for choosing our products! We are committed to providing you with exceptional quality and worry-free after-sales support. Please carefully review our policies regarding damaged goods and custom products below.
I. Our Core Commitment: Full Responsibility for Shipping Damage
We solemnly promise that we will assume full responsibility for any damage occurring before delivery to your designated address (including during transit and upon arrival at the building entrance). Your satisfaction is our top priority.
II. Solutions for Damage Issues
Upon receiving your notification and verifying the damage, we will offer the following two solutions based on the extent of damage:
Repairable Damage (Recommended): If the furniture damage can be professionally restored to good condition, we will arrange for a skilled furniture repair technician to visit your home for complimentary repairs after consulting with and obtaining your consent. Additionally, to compensate for your time and effort during this process, we will provide a monetary compensation or an equivalent store credit based on the specific circumstances.
Irreparable Damage or Rejection of Repair: If the furniture is severely damaged beyond repair, or if you decline the repair option, rest assured. You may choose:
Full Refund: We will process a full refund unconditionally, with the amount returned via your original payment method.
Replacement with a New Item: If you still prefer the style, we will ship you a brand-new piece of the same furniture free of charge.
III. Special Notes for Custom Products
Since the sofa you ordered is a custom product (including specific colors, fabrics, dimensions, etc.), each piece is tailored to your unique preferences. Once you confirm your order, we immediately arrange production at the factory. Therefore, custom products generally do not support returns without reason or order cancellations. We guarantee that every product undergoes rigorous quality inspection before shipment. Only after confirmation of perfection is it carefully packaged and secured with wooden crates to ensure safe transport.
IV. Upon Discovering Damage, Please Assist Us in the Following Manner (Critical)
To ensure your rights are promptly addressed, if you discover transport damage to the furniture, please contact us via customer service email or online support within 7 days of receiving the goods. Evidence preservation is crucial for accurately determining liability and efficient resolution. You must:
Document with Photos/Videos: Immediately take clear, multi-angle photos or record videos of the damaged outer packaging and the furniture’s damaged details after unpacking. If possible, document the entire unboxing process, as this provides the strongest evidence that the damage was not caused by your use.
In-Person Inspection: Please inspect the outer packaging immediately upon delivery and open the box in the presence of the delivery personnel. If you notice any obvious abnormalities such as damage or deformation, take photos immediately before signing for the package and contact our customer service. Signing for the package constitutes your preliminary acknowledgment of the product’s appearance, quantity, and integrity.
Retain All Packaging Materials: Keep all original packaging materials (cardboard boxes, foam, corner protectors, etc.) until we provide specific instructions, as the logistics company may require inspection.
V. Efficient Customer Service and Your Additional Rights
We understand time zone differences exist, but we promise: After you submit an after-sales issue, we will provide an accurate response within 6 hours at the latest and work with you to discuss solutions. Under relevant regulations, you also enjoy the following rights:
If your order is delivered more than 25 days after the agreed delivery date, you have the right to cancel the order and request a return.
We hope this transparent policy ensures worry-free shopping. As a reputable company with formal qualifications and a physical factory, we never substitute inferior products and remain fully accountable for product quality and after-sales service.
