Return and Refund Policy
This Return and Refund Policy is designed in accordance with standard U.S. e-commerce practices and Google Merchant Center (GMC) requirements. It explains your rights and our procedures regarding order cancellation, returns, refunds, and exchanges in a clear and transparent manner.
Cancellation Before Shipment
Regardless of the reason, if you choose to cancel your order before it has been processed and shipped, we fully understand and support your decision. In such cases, you will receive a 100% full refund with no cancellation fees. The cancellation will be processed once it is confirmed that the order has not entered the shipping stage.
Returns and Exchanges Within the Eligible Period
For home furniture purchases made on our platform, customers may request a return or exchange within 30 days of receiving the product, provided that all return requirements are met. Requests must comply with the conditions outlined in this policy to be eligible for approval.
Product Defects or Order Errors
If the received furniture is damaged (for example, cracks in wooden parts that affect usability) or if we made an error in fulfilling your order (such as sending the wrong model, color, or size), you may request a full refund, partial refund, or replacement depending on the situation. We will carefully evaluate each case to ensure a fair resolution.
Return and Exchange Requirements
All returned items must be in brand-new and unused condition, with no signs of wear, stains, or damage.
Original packaging is strongly recommended, as it helps protect the product during return shipping. If the original packaging is not available, customers must ensure that the item is securely and properly packaged to prevent damage during transport.
All accessories, user manuals, warranty cards, and any included items must be returned together with the product.
Product labels must remain intact and must not be removed or damaged.
Return or Exchange Application Process
Initial Request
Customers should preferably contact us via email by providing their order number (which is essential for identifying the purchase) and a clear explanation of the reason for the request (such as dissatisfaction with design, incompatibility with home décor style, quality issues, etc.). A detailed explanation helps our team process your request more efficiently.
Alternatively, customers may contact our customer service by phone, where our representatives will guide you through the process step by step.
System Verification
Upon receiving your request via email or phone, our service and verification team will review it carefully. The verification process includes:
Confirming the authenticity of the order by checking system records and payment data.
Verifying the purchase date to ensure it falls within the eligible return period.
Evaluating whether the product meets return conditions, including product condition and reported defects.
Return Shipment (If Approved)
If your request is approved, we will notify you via email or phone and provide the return address. Customers must ensure:
The product is properly packed with protective materials to prevent further damage during transportation.
A return/exchange form is included inside the package, containing the order number, product details, and reason for the request.
A tracked shipping service is used so that the return shipment can be monitored.
Each package includes a return label. Customers should use this label when completing the return or exchange process. If the return label is lost or unusable, customers should contact customer service for assistance.
Refund Processing
Once the returned item is received, our team will inspect it to confirm whether it meets all return conditions. If approved, the refund will be issued using the original payment method used at the time of purchase.
Refund Method and Timeframe
Estimated Processing Time: Refunds are typically processed within 5 business days after approval. The actual time it takes for the funds to appear in your account may vary depending on your payment provider.
Refund Method: All refunds will be issued to the original payment method used at checkout, ensuring transaction security and traceability.
Shipping Cost Policy
Customer-Initiated Returns: Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service and keeping the receipt.
Company Error or Manufacturing Defects: We will cover all return shipping costs and provide either a full refund or a free replacement. The return label provided will cover eligible shipping costs under these conditions.
Customer Damage or Non-Compliance: If the product is damaged due to customer use, lacks original packaging, or does not meet resale conditions, the return or exchange may not be accepted.
Contact Information
If you have any questions regarding returns, refunds, or exchanges, please contact our customer service team for assistance.
Telephone: +1 (270) 874-0661
Email: team@soltrivoniel.com
Address: 169 Pine St, Hopkinsville, KY 42240, United States
Business Hours
Monday to Friday: 9:00 AM – 6:00 PM (Central Time, US)