Refund policy

 

Return and Exchange Validity Window

We offer a 30-day return and exchange window. You may initiate a return or exchange request within 30 calendar days from the date your furniture package is delivered to your designated address.

For after-sales return requests, customers may provide the order number and relevant details, and we will assist in processing based on the order status and applicable conditions.

Eligible Conditions for Return and Exchange

Returns and exchanges are accepted under the following conditions:

  • Appearance Issues: The product arrives with surface scratches, dents, or packaging-induced exterior damage.
  • Quality Issues: The product exhibits structural defects, functional failure, missing assembly hardware, or manufacturing flaws.
  • Odor or Severe Color Discrepancy: The product produces severe, persistent odor or has a significant color variance compared to the website product display.
  • Incorrect Item Delivered: The delivered furniture model, dimensions, or specifications do not match your order details.
  • Change of Mind / No-Reason Return: You decide you no longer want the product within 30 calendar days of delivery.

All returned items must be in new, unused condition, and repacked securely with all original packaging materials, hardware, and accessories.

Return Process

If you wish to return a product, please follow these steps:

  • Submit Request: Contact our customer support team via email at solutions@gravynestel.com or by phone at +1 (417) 755-4921 to initiate a return. Please provide your order number, payment receipt, reason for return, and clear supporting photos or videos.
  • Review and Address Provision: Our support team will process your request promptly. Once approved, we will notify you through your contact information and provide the designated return address.
  • Ship the Product: Pack the item securely and ship it to our designated return address, then await physical receipt by our warehouse.
  • Inspection and Refund: Upon receipt, we will inspect the item immediately to confirm the reported condition. Once verified, we will arrange your refund right away. 

Exchange Process

If you need to exchange a product, please follow these steps:

  • Submit Request: Contact us via email at solutions@gravynestel.com or by phone at +1 (417) 755-4921. Provide your order number, payment receipt, reason for exchange, and relevant photos or videos showing the issue.
  • Review and Address Provision: Our support team will process your application promptly. Once approved, we will notify you through your contact information and provide the designated return address.
  • Ship the Original Product: You will need to ship the original product back to our designated return address and await receipt confirmation.
  • Inspection and Re-dispatch: Upon receipt, we will inspect the returned item to verify the reported issue. Once verified, we will arrange the replacement dispatch within 1 to 3 business days. The estimated transit time for the replacement shipment is 5 to 15 business days to your address.

Refund Method and Timeline

  • Refund Method: All refunds will be credited directly back to the original bank card (Visa, MasterCard, etc.) account used at checkout.

  • Processing Timeline: Depending on your banking institution or card issuer, the funds are expected to reflect in your account within 1 to 5 business days after issuance. If you do not see the credit after 5 business days, please reach out to us for verification.

Return Shipping Fees and Restocking Fees

  • Defective, Damaged, or Incorrect Items: If the return or exchange is due to product appearance flaws, quality defects, severe odor, severe color discrepancy, or incorrect delivery, we will bear all return shipping costs.

  • Change of Mind / Customer Remorse: If the return is initiated due to personal preference or a no-reason return, the return shipping costs will be borne by you.

  • Restocking Fee: $0. We do not charge any restocking fees for returns or exchanges.

Return Shipping Labels

A return shipping label is enclosed inside every delivered furniture package for your convenience. If your pre-printed label is misplaced or damaged, please contact our support team to obtain a replacement digital label.

Order Cancellation Prior to Shipment

You may submit a cancellation request before your order is processed and dispatched from our warehouse. If approved prior to fulfillment, a full refund will be processed immediately to your original payment method. If your package has already been handed over to the carrier, the standard return procedure must be followed upon delivery.

Transit Damage and Safe Packing Guidelines

Please inspect your shipping cartons promptly upon delivery. For safe transit during return shipments, furniture should be dismantled (if applicable) and repacked with original interior foam padding, corner protectors, and outer cartons to prevent secondary transit damage.

Disclaimer and Limitation of Liability

  • Normal wear and tear resulting from routine daily usage is not covered as a product defect.

  • Damage resulting from incorrect assembly contrary to instructions, unauthorized modifications, negligent handling, or exposure to environmental conditions exceeding product specifications is excluded from claims.

  • We cannot be held liable for delivery delays resulting from force majeure events or carrier interruptions, though we will assist in resolving logistics inquiries promptly.

Contact Us

If you have any questions regarding our return and refund policy, please contact us through the following details:

Address: 4331 Airport Rd, Hartford, AL 36344, United States
Phone: +1 (417) 755-4921
Email: solutions@gravynestel.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)