Refund policy

1. Damaged, Defective, or Incorrectly Delivered Orders (Full Responsibility Furnitly)

If your order arrives damaged, defective, or incorrect, we take full responsibility.
You are entitled to a return and full refund if:

  • The product is damaged during delivery (e.g., scratched, broken, missing parts).

  • The product is defective and does not function as intended.

  • You received the wrong product.

How to report this?
Contact us within 48 hours of delivery at [customerservice@furnitly.com] with:

  • Your order number

  • Clear photos of the damage, defect, or wrong product

  • A short description of the problem

What happens next?
We evaluate the situation and offer repair, replacement, or full refund.
Return shipping costs are fully reimbursed by Furnitly or the supplier.
Refunds are processed within 14 days after receiving the returned item or confirmation of the issue.

  1. Returning Unwanted Items (Changed Mind)

Changed your mind? No problem — you have the legal right to cancel your purchase within 14 days.

Return conditions:

  • Notify us within 14 calendar days of receipt.

  • The item must be unused.

  • Not assembled.

  • In original condition and packaging.

Important:

  • Assembled, installed, or used items are not eligible for return.

  • The product must be returned complete, including all original accessories, parts, and packaging.

Costs & Fees:

  • Return shipping is at your own cost unless otherwise agreed.

  • For large or heavy items (e.g., sofas, beds, cabinets), a restocking fee of 10–20% of the item value may apply to cover additional processing and storage.

  • Original shipping costs are non-refundable.

Refund timeframe:

  • Refunds processed within 14 days after receipt and inspection.

  • Deductions may apply if item is damaged or incomplete.
    To start a return, email [customerservice@furnitly.com] with your order number and reason.

  1. Damage Caused by Customer After Delivery

If the product is damaged after receipt due to:

  • Dropping the item while unpacking.

  • Scratching or breaking parts during assembly.

  • Misuse causing damage.
    This is not covered by the right of withdrawal or warranty.
    In such cases:

  • Item is not eligible for return, refund, or free repair.

  • We reserve the right to refuse the return or deduct repair/replacement costs from refund.
    Please handle items carefully, especially during unpacking and assembly.

  1. Cases Where Return Is Not Possible

No returns allowed if:

  • The 14-day return period has expired.

  • Product is used, assembled, or installed.

  • Product is not in original state or packaging.

  • Damage after delivery caused by improper use.

  • Product is custom-made or personalized (not applicable currently but relevant for future offers).

Any questions?
We are happy to help!
Contact us for returns, refunds, or warranty claims:
📩 [customerservice@furnitly.com]