Return & Refund Policy

General Return


You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but you would need to pay for the return or exchange cost if no quality issues are involved. For general return you need to keep the original packaging, for more detail see Why Should I Keep the Original Packaging. Item(s) must be:

1. In brand-new condition
2. Uninstalled and/ or non-assembled
3. Unused, no pieces missing
4. With original tags and original packaging

A few items can’t be returned, including:

1. Assembled or disassembled products
2. Without original packaging or serious damage to the original packaging
3. Please note, any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.

What you need to know before you start a general return

1. Please kindly DO NOT discard any original packaging or wrapping materials from the item(s) you received.
2. You would need to package the same way when the item arrives to ensure the product meets the requirements for the carrier. For Large items, you need to prepare pallet yourself.
3. At least a full view picture of the product and the outer box, and a picture of the internal packing needs to be provided so we can assess its condition and return eligibility.
4. You would need to cover the return shipping cost if there are no quality issues involved.

Faulty or Damaged Products

1. Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product, like the damage to furniture after opening, please make sure to take some pictures or a quick video demonstrating the problem. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.
2. All product issue inquiries may be best informed us within 30 days of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 30 days of receipt might be affected negatively due to uncertain factors outside of the time frame.
3. Please note that we do not cover the repair fee if unauthorized handyman services were hired.

Supplement Terms

1. Damaged items mean items that have been damaged in shipping.
To help you efficiently, please report to customer service about the damaged product within 3 business days after you received the item and do not discard the damaged item & its packaging.
2. Undeliverable and Refused Package
If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.

Return & Refund Time

For orders with free shipping, you will receive a full refund. For orders without free shipping, you will receive a refund for the product cost only, excluding any shipping fees paid.
We will initiate the return process within five business days after receiving your information. Once we receive your return tracking number, we will issue a refund within two business days. Please note that it may take up to ten business days for the refund to be reflected in your account after we have processed it. 

Return Address

Please contact our Customer Service to get the Return Address.
Customer Service E-mail: support@aliving.com

 

CONTACT US

For more information about our return and refund policy, or if you have questions, please contact us by e-mail at support@aliving.com.