Refund policy

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. 

We kindly ask you to carefully inspect each item in your package upon arrival. Even if you do not plan to install or assemble your items immediately, it's important to open and inspect your order for any potential damage.

Important: Should you receive a damaged item, please contact our Customer Support team within 7 days of delivery to report the issue. This allows us to swiftly process a replacement for any damaged or defective items. Please note, if damage is not reported within this 7-day timeframe, the 60-day refund policy will not apply to damage-related scenarios.

To ensure a smooth resolution, please retain all damaged items, including the packaging and boxes. Your cooperation helps us serve you better and ensure your satisfaction.

60-Day Refund Policy

Except for non-returnable items, you can initiate a return by contacting our Customer Support team within 60 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 60-day refund policy is based on the delivery time of the product shown on the courier's website. Products delivered greater than 60 days from the delivery date will not be accepted.

What we will need from you.

  1. The Order number(s)
  2. A receipt or proof of purchase
  3. A photo or video of the product(s)
  4. A photo of the original packaging that includes the shipping label

Once your package is shipped, send us the tracking number. Please note, shipping costs for the return are not covered by us. A 25% restocking fee will be deducted, and a 75% partial refund will be processed upon receiving and inspecting the returned item at our warehouse.

Important: You are responsible for ensuring the safe return of the item to our warehouse. If the item is damaged during the return shipment, It will not qualify for a refund anymore. Please ensure the item is packaged securely using its original packaging to prevent any potential damage during transit.

Defective Or Damaged Products: Upon receiving your order, we request that you thoroughly inspect all items for any missing parts, defects, damage, or incorrect products. It is crucial to contact our customer service team within 7 days of delivery to report any issues regarding defective or damaged items. Doing so will ensure your eligibility for the 60-day refund policy. Your prompt communication helps us address and resolve any concerns swiftly, ensuring your satisfaction.

What we will need from you.

  1. The order number(s)
  2. A receipt or proof of purchase
  3. A photo or video of the product(s)
  4. A photo of the original packaging that includes the shipping label.
  5. A vivid photo or a short video clip showing the issue
  • 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.

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.

Failed Delivery and Refused Package:

Refused Package: You are not allowed to reject a package upon delivery. If you refuse the package at the delivery address, it will be considered your responsibility. In such cases, we will charge a 25% restocking fee and process a 75% refund once the package is returned to our warehouse. You must not refuse a package at the door. If you wish to cancel, please do so in earlier, in advance rather than at the point of delivery or return the product after receiving the package. For more details, refer to our cancellation terms.  

Failed Delivery: If the delivery fails due to an inaccurate or incomplete address, we will charge a 10% restocking fee. In cases where the last-mile courier supports re-delivery or a second delivery attempt, we will proceed accordingly.

However, if the package arrives damaged, we will arrange a replacement immediately or offer a proper compensation. Regardless of the situation, do not refuse or reject the package when delivered by the courier. You always have the option to cancel before the last-mile delivery begins or return the package after you receive it.

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 24 hours typically.

  • Customer support email: support@charmydecor.com
  • Phone number: +1 (801) 210-0666

If you contact us outside our working hours, please don't hesitate to leave a message. Rest assured, we will get back to you via email or phone call, according to your preference.

Order Cancellation

We 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 ships is within 24 hours.  However, you can still return the products after receiving them, please refer to the return policy terms.

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
  • Phone number: +1 (801) 210-0666

If you contact us outside our working hours, please don't hesitate to leave a message. Rest assured, we will get back to you via email or phone call, according to your preference.

2. Order Cancellations & Refund requests made 48 hours after placing order but before the international freights starts, will cost 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.

If you have any other questions or concerns, you can always reach out to us on any of our messaging channels, and we’ll be happy to help you in any way we can.

  • Customer support email: support@charmydecor.com.
  • Phone number: +1 (801) 210-0666

If you contact us outside our working hours, please don't hesitate to leave a message. Rest assured, we will get back to you via email or phone call, according to your preference.

Best Regards

Charmydecor Team