We stand behind our service and money-back guarantee. We try our best to ensure that the design detail, quality, and safety of our merchandise meet, if not exceed, your expectations.
Please inspect each item in a package carefully upon arrival. You should still open and inspect your orders to check for any damage, even if you don't plan to install or assemble them immediately. If an item arrives damaged, contact our Customer Support team within 3 days so we can quickly process a replacement part for the damaged or defective item. Be sure to save all damaged items, packing, and boxes.
30-Day Refund Policy
Except for non-returnable items, you can initiate a return by contacting our Customer Support team within 30 days after delivery whenever you are unsatisfied with the product, whether it is because of personal reasons or a defective product. But the product(s) must be:
- Unused and not missing any pieces delivered.
- Uninstalled/non-assembled
- With original packaging
Please be aware that our 30-day refund policy is based on the delivery time of the product shown on the courier's website. Products delivered greater than 30 days from the delivery date will not be accepted. Also, if you initiate a return but do not follow through with it within 30 days after delivery, the item is no longer eligible for return and any items returned without authorization will not qualify for a refund.
The Following Items Are Not Eligible for Return.
- Assembled or disassembled products
- Installed Products
- Without original packaging or personal damage to the original packaging
- Made-to-order Products
- Customized Products
Made-To-Order & Customized Products: Due to the production requirement of these items, we will always get your consent on the production days, delivery timeline, and policy before we proceed with the order processing. You are allowed to request images/a short video clip of the items after production before it is scheduled for shipping.
Therefore, made-to-order and customized products are non-returnable except in the extreme case of proven total damage upon delivery.
Except for non-returnable items, we understand that sometimes, after receiving a product, you may realize that it will not suit your needs. Therefore, if for any reason you do not wish to keep the product after delivery, we advise you to initiate a return within 7 days after the product was delivered to you.
What we will need from you.
- The Order number(s)
- A receipt or proof of purchase
- A photo or video of the product(s)
- A photo of the shipping label and original packaging
We will review your request within 24 hours and contact you if we need more information. If approved, you are required to acknowledge our terms of return, then, the return warehouse address will be sent to you. You are required to send us the tracking number once you ship out the package. Please be aware that we do not cover the shipping cost for the return. Also, a 25% restocking fee will be charged while a 75% partial refund will be processed once the package is received and checked at the return warehouse.
Defective Or Damaged Products: Upon receipt, kindly inspect your order and notify us of any missing parts, defects, damage, or incorrect items immediately. You are advised to contact our customer service within 3 days of receiving your items if there is an issue with the product.
What we will need from you.
- The order number(s)
- A receipt or proof of purchase
- A photo or video of the product(s)
- A vivid photo or a short video clip showing the issue
- A photo of the shipping label and original packaging
- If you received a defective or partially damaged product, kindly note that we will process a replacement/part for the damaged or defective item. However, if you do not want to wait for the delivery of the replacement/part, we offer a partial refund that is decided upon after an evaluation of the defect or partial damage. This applies to both returnable and non-returnable items.
- If you choose to return the product despite our offer to process a replacement/part or a partial refund for the damaged or defective item, you are required to acknowledge our terms of return, then, the return warehouse address will be sent to you. You are required to send us the tracking number once you ship out the package. Please be aware that we do not cover the shipping cost for the return. Also, a 25% restocking fee will be charged while a 75% partial refund will be processed once the package is received and checked at the return warehouse.
- In some extreme cases, if the product is proven to be severely damaged and does not function at all upon arrival due to logistics issues, please feel safe because we will refund 100% of your money within 1-2 business days after you get our authorization. This guarantee policy for severely damaged and dysfunctional items applies to both returnable and non-returnable items. We stand behind our promise and service guarantee.
- Please be aware that Damaged items are items that have been proven to be damaged during shipping. Please note that we do not cover repair fees if unprofessional handyman services are hired for installation.
Failed Delivery and Refused Package: If the delivery attempt is unsuccessful for reasons such as an invalid address, refusal, or lack of signature, changing an agreed door delivery time for truck delivery, resulting in reshipment or cancellation, you will be responsible for the additional handling, warehousing, and shipping fees that might occur. Also, a 25% restocking fee will be charged while a 75% partial refund will be processed if the package is returned to our warehouse.
We care about your satisfaction, and our Customer Support Team is always here to help. Please contact us on any of our messaging channels, and we’ll be happy to help you in any way we can. All the inquiries will be replied to within 12 hours typically.
- Customer support email: support@charmydecor.com
- WhatsApp Business Account: +1 (617) 820-6639.
- Thanks for your understanding.
Order Cancellation
We at Charmydecor understand that customers may want to cancel their order with us for some reason. Therefore, we maintain a customer-friendly cancellation/return/refund policy.
To ensure that we serve you well throughout your shopping journey with us, the following terms apply:
U.S. Quick Ship Products:
Kindly note that some of our products are marked as quick ship; therefore, are processed and scheduled for shipping almost immediately after your order is received. As a result, order cancellation for products marked as quick ship is within 24 hours.
Order Cancellation for other products:
1. Order cancellation within 48 hours of placing an order does not attract any charge or fee. You get a 100% refund of your paid sum, no questions asked. Send us your order cancellation request via any of the following channels.
- The online chat tool on our website.
- Customer support email: support@charmydecor.com
- WhatsApp Business Account: +1 (617) 820-6639
2. Order Cancellations & Refund requests made 48 hours after placing an order but before scheduled for shipping with an already registered estimated time of departure (ETD) would attract a 5% restocking fee. Please be aware that we will always try our best to provide our customers with a good shipping and return experience.
3. Order Cancellations & Refund requests after the international air freight starts or the cargo has been loaded into the ocean freight container are generally not valid anymore because of the complexity of disrupting the package delivery while it is already shipped out and in transit. Although we understand that such a need may arise; therefore, canceling of order while it's in the middle of international freight will attract a 15% Restocking Fee & an additional Logistics Diversion Fee as charged by the international Logistics company.
4. Customized or Made-to-order product: Besides the normal return & refund policy we promised, if your order is a customized or made-to-order product, we will always get your consent on the production days, delivery timeline, and policy before we proceed with the order processing. Please be aware that you cannot cancel your order for a customized or made-to-order product once production is ongoing. However, if you insist on a refund during the early days of the production period, a 35% restocking fee will be charged, while only a 65% refund will be processed.
Note that once production is almost complete or completed, you can no longer cancel your order. You are still protected by the 30-day money-back guarantees stated in our Returns & Refund Policy.
We appreciate your understanding.