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Return, Exchange and Refund Policy

 

Thank you for shopping at Feronilva (hereinafter referred to as "we" or "us"). We are committed to providing high-quality living room furniture and a seamless shopping experience. Please read the following policy carefully to understand your rights regarding returns, exchanges, and refunds.

Return and Exchange Validity Period
You have the right to request a return or exchange within 30 days from the date you signed for the receipt of the goods. Requests made after this 30-day period will not be accepted.

Conditions for Return and Exchange
We accept returns or exchanges under the following circumstances:

  • Appearance Issues: The product has visible damage or defects upon arrival.

  • Quality Issues: The product has structural failures or functional defects.

  • Sensory Issues: The product has a strong odor, severe color difference, or other significant sensory discrepancies from the description.

  • Wrong Item: The product received does not match the item ordered (incorrect model, size, or style).

  • No Reason Return: You simply changed your mind or no longer want the item (subject to the item being in original condition).

Return Process

  • Initiate Request: Please contact us via email at assist@feronilva.com or call +1 (510) 501-7911 to submit a return request. You must provide your order number, proof of payment, reason for return, and relevant videos or photos proving the issue.

  • Review and Approval: Our customer service team will process your application immediately. If approved, we will notify you via your contact method and provide the specific return address.

  • Ship the Item: You must send the product back to the designated return address we provided. Please ensure the item is securely packed.

  • Inspection and Refund: Upon receiving the returned item, we will immediately inspect it to verify if it matches your description. If the inspection is passed, we will arrange your refund immediately. For more details on refunds, please see the "Refund Process" section below.

Exchange Process

  • Initiate Request: Contact us via email at assist@feronilva.com or call +1 (510) 501-7911 to request an exchange. Please provide your order number, proof of payment, reason for exchange, and relevant videos or photos.

  • Review and Approval: Our customer service team will process your application immediately. If approved, we will notify you and provide the return address.

  • Ship the Item: Send the product back to our designated return address and wait for us to receive it.

  • Inspection and Redispatch: Upon receipt, we will immediately inspect the item. If it passes inspection, we will arrange the new shipment within 1-3 business days. The estimated delivery time for the new item is 5-15 business days. For more details on shipping, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be returned to the original bank card (Visa, MasterCard) account used for payment.

  • Processing Time: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive in your account within 1-5 business days. If you have not received it after this period, please contact us for assistance.

Fee Rules

  • We pay shipping: If the return or exchange is due to product appearance issues, quality issues, odors/severe color differences, or wrong items sent, we will bear the shipping costs.

  • You pay shipping: If the return or exchange is for "No Reason" (Change of Mind), you are responsible for the shipping costs associated with returning the item.

Return Label
For your convenience, a Return Label is included inside every package. You may use this label to facilitate the return process.

Liability Disclaimer
We are not responsible for damages resulting from improper assembly, misuse, neglect, or unauthorized alterations made to the furniture after it has been delivered. We are also not liable for personal items left inside returned furniture. Please ensure all personal belongings are removed before returning the item. Liability for the product transfers to us only upon our receipt of the returned goods at our warehouse.

Order Cancellation
If you wish to cancel an order, you must contact us before the item has been shipped. If the order is cancelled successfully before shipment, a full refund will be issued immediately. If the item has already been shipped, it will be treated as a "No Reason" return, and you may be responsible for return shipping costs.

Condition of Returned Items
For "No Reason" returns, the item must be unused, in the same condition that you received it, and in its original packaging. Furniture that has been assembled and then disassembled may not be eligible for a full refund if it is damaged during the disassembly process.

Contact Us
If you have any questions or need assistance, please reach out to us:

Address: 18012 HARVARD BLVD, GARDENA, CA 90248, United States
Phone: +1 (510) 501-7911
Email: assist@feronilva.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)