Return & Refund

Return & Refund Policy

1. Introduction

At AdwinHome, we strive to ensure customer satisfaction with every furniture purchase. We understand that there may be situations where you need to return a product or request a refund.

This Return & Refund Policy explains our return eligibility requirements, return procedures, shipping responsibilities, refund processing times, and applicable exceptions.

If you have any questions regarding a return or refund, please contact our customer support team at adwinhome@adwinhome.com.

2. Return Eligibility

We accept return requests for eligible products within 14 calendar days from the date of delivery.

Return Conditions

For change-of-mind returns, products must meet the following requirements:

  • The item must be unused, unassembled, and undamaged.

  • The product must be returned in its original packaging, including all accessories, hardware, manuals, and components.

  • Proof of purchase, such as an order number or receipt, must be provided.

  • The return request must be submitted within 14 calendar days of delivery.

Products that have been assembled, used, altered, or damaged after delivery may not qualify for change-of-mind returns.

These conditions do not limit your rights regarding defective, damaged, or incorrectly delivered products under applicable consumer protection laws.

3. Reasons for Returns and Shipping Costs

Return shipping responsibilities depend on the reason for the return.

3.1 Change-of-Mind Returns

If you wish to return an eligible product for personal reasons, such as changing your mind, ordering the wrong item, or no longer needing the product:

  • You may request a return within 14 calendar days of delivery.

  • The product must meet the return eligibility requirements described above.

  • The customer is responsible for return shipping costs.

  • Original delivery charges are generally non-refundable for change-of-mind returns, unless otherwise required by applicable law.

Please contact customer support before arranging return shipping.

3.2 Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or different from the product you ordered, please contact us as soon as possible.

Provide the following information:

  • Your order number.

  • A description of the issue.

  • Clear photographs showing the damage or defect.

  • Photographs of the packaging, if applicable.

For confirmed defective, damaged, or incorrectly supplied products:

  • AdwinHome will cover reasonable, authorized return shipping costs.

  • Our team will provide appropriate return instructions or discuss a suitable resolution.

  • Depending on the circumstances, we may offer replacement parts, a replacement product, a repair solution, or a refund.

Please do not arrange return shipping at your own expense without first contacting our support team, as shipping arrangements must be confirmed in advance.

3.3 Restocking Fees

Any applicable restocking fee will be disclosed before the return is authorized.

No undisclosed restocking fees will be charged.

4. How to Request a Return

To ensure that your return is processed correctly, please follow these steps.

Step 1: Contact Customer Support

Email adwinhome@adwinhome.com within 14 calendar days of receiving your order.

Include your order number, product details, reason for return, and supporting photographs when necessary.

Step 2: Return Request Review

Our customer service team will review your request and confirm whether the product qualifies for a return.

If approved, we will provide return instructions, shipping requirements, and the confirmed receiving address.

Step 3: Package the Product

Securely pack the product to prevent damage during transportation.

For change-of-mind returns, the product must be returned in its original packaging with all accessories and components.

Step 4: Ship the Product

Send the product to the return address provided by our customer support team.

We recommend using a trackable shipping service and keeping your shipping receipt.

Step 5: Product Inspection

After receiving the returned item, our warehouse team will inspect its condition and verify that it meets the applicable return requirements.

Step 6: Refund Confirmation

Once the return has been inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed according to the refund terms below.

Important: Please do not send any product back without contacting our customer support team and receiving return instructions.

5. Return Shipping Address

Return Processing Warehouse

Company Name: Jiaxing Adwin Home Products Co., Ltd.

Address: No. 7, Longquan Road, Huimin Subdistrict, Jiashan County, Jiaxing City, Zhejiang Province, China

Return Contact Email: adwinhome@adwinhome.com

This address is our return processing location in China.

Customers must contact our customer support team before shipping returned items to confirm the receiving details and applicable return shipping arrangements.

For customers in Thailand, please contact us before arranging an international return so that we can provide the appropriate shipping instructions.

6. Inspection and Refund Processing

6.1 Return Inspection

Upon receiving a returned product, our warehouse team will inspect the item to verify its condition and eligibility.

If the item meets the applicable return conditions, we will approve the refund.

If the product does not meet the return requirements, we will contact you to explain the issue and discuss the available options.

Any refund reduction or rejection will be based on the disclosed return conditions and applicable consumer protection laws.

6.2 Refund Processing Time

Once your return has been received, inspected, and approved:

  • Approved refunds will be processed within 10 business days after refund approval.

  • Refunds will be issued to the original payment method used for the purchase.

  • Depending on your bank or payment provider, additional time may be required for the refund to appear in your account.

Please note that return shipping and product inspection times are separate from the refund processing period.

The total return process may take longer depending on shipping arrangements, product condition, and the return location.

6.3 Refund Amount

For approved change-of-mind returns, the refund generally covers the eligible product purchase price, excluding applicable customer-paid shipping charges.

For confirmed defective, damaged, or incorrectly supplied products, AdwinHome will cover reasonable, authorized return shipping costs and provide an appropriate refund or other remedy in accordance with applicable law.

Refunds will be issued in accordance with the approved return conditions.

If you have any questions about your refund status, please contact adwinhome@adwinhome.com.

7. Return Exceptions

Certain products may not qualify for change-of-mind returns, including:

  • Custom-made or personalized furniture produced according to customer specifications.

  • Items clearly identified as final sale or non-returnable at the time of purchase, where such restrictions are legally permitted.

  • Products damaged through improper use, unauthorized modifications, or mishandling after delivery.

  • Items that do not meet the stated return eligibility requirements.

Any applicable return restrictions should be clearly stated on the relevant product page before purchase.

These exceptions do not affect statutory consumer rights relating to defective, damaged, or incorrectly supplied goods.

8. Customer Service and Return Assistance

Our customer support team is available to assist with return eligibility, shipping arrangements, product issues, and refund inquiries.

Company: Jiaxing Adwin Home Products Co., Ltd.

Email: adwinhome@adwinhome.com

Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (Thailand Time, ICT, UTC+7)

We aim to respond to email inquiries within 1 business day.

For return-related questions, please provide your order number and a brief description of your concern.

At AdwinHome, we are committed to handling returns and refunds fairly, transparently, and efficiently while providing dependable support throughout your shopping experience.