Return Exchange Policy
Return & Exchange Policy
Most return or exchange requests do not arise from disagreements over “rules”,
but from uncertainty at a particular stage — whether the request can still be handled, and what the next step should be.
This policy is structured around the practical situations you may encounter at different stages, to help you quickly identify the appropriate path.
When You Have Just Received the Product and Are Reassessing Its Suitability
You may submit a return or exchange request within 30 days from the date of receipt.
This period is intended to allow you to confirm whether the product meets your actual usage expectations.
Common eligible situations include, but are not limited to:
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The product shows abnormal conditions caused during transportation
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The item received does not match the order record
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The product condition affects normal use
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There is a clear discrepancy in size, colour, or model compared with page information
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The product no longer meets your current usage needs after receipt
Within this timeframe, no-reason returns or exchanges may also be submitted.
Specific handling will be assessed based on the condition of the product.
How to Submit a Clear Return or Exchange Request
To assist with record verification, we recommend contacting us by email or phone and providing the following information:
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Order number
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Email address or phone number used when placing the order
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A brief explanation of the return or exchange request
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Photos or videos, where appearance or usage condition is involved
Customer service will complete an initial review within 1–3 business days and respond via your contact details.
If approved, you will receive detailed instructions for returning the item.
What Happens After the Product Is Returned
Once return instructions are provided, please send the product to the designated address and retain proof of shipment.
After the item is received, it will undergo a condition inspection to confirm consistency with the request description.
Following inspection, the next step will be arranged accordingly:
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Refund processing, or
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Preparation for exchange shipment
Refund Processing
Approved refunds are typically returned to the original payment method used (such as Visa or MasterCard).
After the refund is initiated, the time for the funds to appear may vary depending on your bank, with a common reference range of 3–7 business days.
If the refund does not appear after this period, please contact us for assistance.
For more detailed timing information, refer to the Refund Policy.
Exchange Shipment Process
If you choose an exchange, a replacement item will be dispatched according to standard shipping procedures once the returned product passes inspection.
After dispatch, you will usually receive a notification containing the order number and tracking information.
You may also check delivery status on the Order Tracking page using your order number and the email address or phone number used at checkout.
Understanding Cost Responsibilities
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Return shipping for no-reason returns or exchanges is generally borne by the customer
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Return shipping caused by product-related issues is generally covered by us
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Shipping costs for replacement items in exchanges are usually covered by us
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No additional handling or service fees are charged beyond return shipping for no-reason cases
Clarification of Responsibility Boundaries
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Return and exchange decisions are based on order records and the actual condition of the product
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Product inspection is conducted to confirm alignment with the submitted request
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Providing clear information at the application stage helps reduce repeated verification
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When multiple after-sales requests apply, handling is usually based on the option most consistent with the current order status
This policy does not affect your rights under applicable consumer laws.
Contact Us
If you have questions regarding the return or exchange process, application status, or outcome explanations, please contact us using the details below:
Contact Address:
1301 S 10TH ST,APT 2,LILLINGTON,NC 27546-5653
Customer Service Email:
careteam@furnelia.com
Customer Service Phone:
+1(252)392-8694
Service Hours:
Monday to Friday, 9:00–12:30 and 14:00–18:00 (AU time)