Furnitureonline generally offers a 12-month warranty on all products, unless stated otherwise. Some products will be provided with extended warranty for your peace of mind. Electronics products come with a 3-month warranty. Please refer to the product listing for the warranty period.
You are required to notify furnitureonline within 10 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.
To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.
Refund generally takes up to 2 working days to process and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
If you’re not happy with your purchase,you are responsible for the postage back and forth costs
Change of Mind:
- We do not accept change of mind for health, safety, or health/safety baby products. It is because we have a legal and moral responsibility to the health and safety of the customers using our products, and we are not allowed to be selling products that have been opened, handled, or used, etc.
- The change of mind option does not apply to bulk purchases by pallet or pick up.
- We only accept a change of mind (COM) within 14 days after the item is delivered. As a reseller, you MUST notify us of the COM within these 14 days. If not, change of mind could be rejected.
- Please send an email with the pictures or video, indicating the condition of the received product and the explanation on why the customers would like to return the product and if the item is eligible for return.
- For change of mind, the product must be unopened and in its original packaging.
- Please do not return the product to us without our prior consultation. In this case, the refund will not be provided.
- We prefer that returns due to a change of mind are done at the customer’s arrangement.
- If you have been provided with the return label, we shall refund the item price and the shipping fee MINUS return postage and a restocking fee of 10% of the item price and the shipping fee.
- If you have not been provided with the return label, we shall refund the item price and the shipping fee MINUS a restocking fee of 10% of the item price and the shipping fee.
- If the customers change their mind before the item is received and require the action of Return to Sender (RTS), we shall refund the item price and the shipping fee MINUS a restocking fee of 10% of the item price and the shipping fee. Refunds for RTS will be provided after the item is received at our warehouse facility.
- All items returned due to incorrect or incomplete delivery information will be treated as a change of mind return, including items returned to sender due to being unclaimed.
- Change of mind policy is not applicable for bulk purchases.
Where refunds will not be available
You are not entitled to a replacement or refund so simply because you changed your mind, found it cheaper somewhere else, decided you did not like the purchase or if you ordered the wrong item.
As we offer an online service, it is your responsibility to ensure you check the item description and size carefully before ordering.
After placing a Custom Order, If you insist that you want a refund and are within 48 hours of placing an order, you may request one. Your 48 hour grace period for returns on custom orders comes with a 10% cancellation fee. If you cancel or change your order after 48 hours, it may incur a 30% fee based on the total invoice value.
Return fee is applicable in case of return for refund, not in case of return for replacement.