Return Policy
We want you to be completely satisfied with your purchase. Please review our return policy below to understand your options and responsibilities.
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Eligibility for Returns:
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Returns are accepted within 15 days of delivery for items that are unused, undamaged, and in their original packaging.
Customized or made-to-order furniture (e.g., specific sizes, colors, or materials) cannot be returned unless there is a defect or error on our part.
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Items damaged during transit or with manufacturing defects are eligible for a return, replacement, or refund.
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Return Process:
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Step 1: Contact our customer service team at sales@dwr-furniture.com within 48 hours of receiving your order to initiate a return request. Please provide your order number, photos of the item, and a detailed explanation of the issue.
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Step 2: Once your return request is approved, we will provide instructions for returning the item. For damaged or defective items, we may arrange a pickup or provide a return shipping label.
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Step 3: Pack the item securely in its original packaging and include all accessories, manuals, and documentation.
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Step 4: Ship the item back to the designated return address. For large furniture, we may coordinate with our logistics partner for pickup.
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Return Shipping Costs:
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If the return is due to a defect, error, or damage caused during shipping, we will cover the return shipping costs.
If the return is for any other reason (e.g., change of mind), the customer is responsible for the return shipping fees.
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Refunds and Exchanges:
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Refunds: Once we receive and inspect the returned item, we will process your refund within 5 - 7 business days. Refunds will be issued to the original payment method, excluding return shipping costs (if applicable).
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Exchanges: If you prefer an exchange, please specify the replacement item when contacting customer service. Exchanges are subject to product availability.
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Non-Returnable Items:
The following items are not eligible for return unless defective or damaged:
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Customized or made-to-order furniture.
Items without original packaging or tags.
Items damaged due to misuse, improper assembly, or normal wear and tear.
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Damaged or Defective Items:
If your item arrives damaged or defective, please contact us immediately. We will work with you to resolve the issue, either by providing a replacement, repair, or refund.
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Cancellations:
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Orders can be canceled within 24 hours of payment at no charge.
For orders already in production or shipped, cancellation may not be possible, and standard return policies will apply.
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Contact Us:
For any questions or assistance regarding returns, please contact our customer service team at sales@dwr-furniture.com or +86 130 6073 1226. We are here to help!
