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Refund Policy

Refund Policy

This Refund Policy explains how refunds are identified, reviewed, and processed at different stages of an order.
Rather than being organised as rigid clauses, this policy is structured around the points where customers most commonly have questions, helping you understand your current stage and what may happen next.

1. When you may consider requesting a refund

Refunds may arise in more than one situation. Common scenarios include, but are not limited to:

  • You change your mind after placing an order and submit an order cancellation request

  • You wish to request a no-reason refund within 30 days after receiving the item

  • You return a product due to its actual condition and apply for a refund

Each scenario follows a different verification path, but all are processed based on order records and the actual order status.

2. How refunds are identified when an order is still in the early stage

If you submit an order cancellation request and it is accepted before the order moves to the next processing stage, the system will attempt to identify the request under a “cancellation refund” path.

Whether a refund is initiated depends on a combined review of the order stage, payment record, and current processing status, rather than submission time alone.

3. Understanding no-reason refunds within 30 days after delivery

You may submit a no-reason refund request within 30 days from the date of delivery.
During processing, we will usually confirm whether the order information is complete and whether the current product status is clear before determining whether a return is required.

At this stage, the focus is on whether a product return is necessary, rather than making a presumption about refund eligibility.

4. Why return-and-refund requests require an additional review step

If you choose to return an item due to its condition and send it back according to instructions, the order will enter a status verification process.
This step is used to confirm whether the returned item matches the information provided in the request, before proceeding with the refund.

Once verification is completed, the refund will be initiated based on the order record.

5. Where refunds are usually returned

Approved refunds are generally returned to the original payment card used for the transaction, such as Visa or MasterCard.
This helps ensure consistency between the refund record and the original payment for easier reference and verification.

6. How to understand refund processing timeframes

After a refund is initiated, the time it takes for funds to appear in your account may vary depending on your bank’s processing schedule.
A typical reference timeframe is 3–5 business days.

If the refund does not appear beyond this period, you may contact us for assistance in checking the refund status and processing stage.

7. Why some refunds may appear to progress more slowly

Refund processing may require additional verification in situations such as:

  • Differences in bank processing speeds causing delayed posting

  • Order or payment information requiring further confirmation

  • Returned item condition differing from the original request description

  • Multiple after-sales actions being initiated on the same order within a short timeframe

These situations usually indicate additional verification rather than a halted process.

8. Clarification of responsibility boundaries

  • This Refund Policy explains processing logic and verification steps and does not affect your statutory rights under applicable law

  • Bank posting times are subject to external processing schedules and should be confirmed with your financial institution

  • When multiple after-sales policies may apply, the policy most relevant to the current order status generally takes precedence

  • Information provided during communication is used solely for refund verification and processing, in accordance with the Privacy Policy

9. Contact us

If you need assistance during the refund process or have questions about your current status, please contact us via:

Address:
1301 S 10TH ST, APT 2,
LILLINGTON, NC 27546-5653, US

Customer Service Email:
careteam@furnelia.com

Phone:
+1 (252) 392-8694

Service Hours:
Monday to Friday, 9:00–12:30 and 14:00–18:00 (AU time)