Refund policy

Core Principle: We are committed to providing high-quality products. Due to the nature of furniture items, we operate on a "No Return, but Comprehensive Quality Guarantee" policy. We do not accept returns based on customer's subjective reasons (such as change of mind, wrong measurements, color variations, etc.), but we fully stand behind our products and will resolve any verified quality issues.

Scope: Under what circumstances can I get a refund/compensation?

We guarantee to provide a solution (including refund, compensation, re-production, or replacement of parts) under the following verified conditions:

   · Quality Defects: The product has irreparable manufacturing defects, structural damage, or functional issues upon receipt (e.g., motor of power recliner not working, wood cracking, severe color mismatch).
   · Wrong Item Received: The product received is significantly different from the ordered model, specification, or material as confirmed in the order.
   · Shipping Damage: The product is severely damaged during transit, and the damage exceeds the insurance deductible or is not fully covered (evidence required).


Exclusions: Under what circumstances are refunds not available?

The following situations are NOT eligible for refund or return:

  · Change of mind or personal preference.
  · Discrepancies due to customer's failure to verify measurements, colors, or design details before ordering.
  · Damage, wear, or stains caused by the customer after receipt.
  · Logistics issues caused by the customer providing an incorrect address or improper arrangements.
  · Slight color variations due to different monitor settings are considered acceptable.


Issue Reporting & Resolution Process

To protect your rights, please strictly follow the process below:

   · Inspection & Evidence Collection:
     · Inspect the quantity and appearance of the goods within 48 hours (2 business days) of signing for delivery.
     · If any issues are found (e.g., damaged packaging, product damage, shortage), immediately take photos and videos as evidence. The photos/videos should clearly show the outer packaging, the contents, the damaged/missing parts, and the shipping label.
     · For concealed defects, please contact us within 7 days of discovery.

   · Contact Us:
     · Send the evidence (photos, videos) and a detailed description of the issue to your sales manager via email.
     · Please use the email subject: Quality Claim - [Your Order Number].
   · Investigation & Solution:
     · Upon receiving your report, we will immediately launch an internal investigation and verify with the logistics provider and insurer (if applicable).
     · Once our responsibility is confirmed, we will offer the following solutions (through negotiation):
       · A. Partial Refund/Compensation: For minor flaws, offer a reasonable monetary compensation.
       · B. Replacement Parts: For damaged replaceable parts, send replacements free of charge.
       · C. Re-production & Re-shipment: For severe quality issues, arrange for re-production and shipment.
       · D. Full Refund: Only applicable in extreme cases where the product is unusable and no other solution is feasible, requiring the return of all goods.

Special Terms for Customized Products

· All customized products (including but not limited to specific sizes, colors, fabrics, or LOGO products) cannot be canceled, modified, or refunded once production has commenced, as they are non-resalable.

We believe that a clear policy is the foundation of long-term trust. Our goal is to ensure your satisfaction with every product received. If you have any questions about this policy, please clarify with us before placing your order.

Foshan Muxi Furniture Co., Ltd.