Product Return Policy

Last updated March 15, 2024

Introduction

We value your satisfaction and are here to help with any concerns about your purchase. Below are our guidelines to ensure a smooth return or refund process. If you have any questions, feel free to contact us at support@carfurnisher.com.

We accept returns, exchanges, and cancellations

For returns & exchanges:

• Contact us within: 14 days of delivery
• Ship items back within: 30 days after you are provided a return address

For cancelling your order:

• Request a cancellation within: 12 hours of purchase

*Please contact us at contact or send an e-mail to support@carfurnisher.com.

Step by step guide for returns:

1. Read the "General Rules" section below
2. If you wish to return or exchange your order, please contact us at contact or send an e-mail to support@carfurnisher.com inside 14 days of delivery stating you wish to return or exchange your order.
3. We retain the right to ask for photo / video evidence for defective product claims
4. We will later provide you with a return address via e-mail or phone message. (The return address will be the sender address that you have received the product from)
5. The returned/exchanged product must be shipped to our return address inside 30 days after you are provided a return address
6. After we confirm the product integrity (Inside 3 days after arrival), we shall process your refund or send you your exchange depending on what was agreed.

Step by step guide for cancellations:

1. Read the "General Rules" section below
2. If you wish to cancel your order, please contact us at contact or send an e-mail to support@carfurnisher.com inside 12 hours of purchasing stating you wish to cancel your order.
3. We shall cancel the order and fully refund you immediately.
4. Orders cancelled after 12 hours of purchase may be subject to:

• Order cancellation fee (10% of the product value) due to financial institution transfer costs and transaction fees
• Refusal of the cancellation request depending on whether production has started or not (Carfurnisher retains the right to refuse the cancellation request for any late cancellation requests)

General Rules:

The following items can't be returned, refunded or exchanged

• Custom made / custom fit or personalized orders

Our custom-made products are tailored to your unique specifications. While we are unable to offer returns or exchanges for these personalized items, we ensure they meet our stringent quality standards and provide support for any defects or issues.

Please check "Conditions of Return for Damaged or Defective Products" below if you believe the product(s) arrived damaged or defective.

Conditions of Return

Conditions of Return for Damaged or Defective Products

In case the product received is damaged or defective, buyers are eligible for:

• Refund (Total paid value)
• Free product exchange

* We will send you exchange product(s) free of charge for all the damaged / defective parts. If the problem cannot be fixed, we will refund you instead.

If you suspect your package has been opened, is damaged, or feels unusually lightweight, please file an incident report with the carrier before signing for the package. This is very important and will serve as crucial evidence when we make a claim with the carrier.

For the order to be eligible for the rights stated above, please provide proof of the condition of the received product. To do that:

1. Film the "package opening process" of your product
2. Start filming before you open your package, show the unopened box and the cargo label on the box.
3. Take out the product from the packaging while filming and show the defective part(s) of the product and show where the problem is (in detail)
4. Make sure the video is high definition, is a single take, and is understandable. (No split or multiple or merged videos are allowed)
5. Upload your video on any streaming / cloud platform (Youtube, WeTransfer etc.) or/and send us the link of the video as well as describing the problem or send us the video itself via e-mail at support@carfurnisher.com

Conditions of Return for Non-defective Products

For non-defective products, buyers are responsible for return shipping costs. These generally concern visual, aesthetic and design dissatisfaction with the product. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Once we receive the item in the original condition we shall process your refund accordingly inside 72 hours after we receive the package.

Refund Amount: Total paid value - shipping costs - loss of value (if any)

Conditions of return for altered / modified / fitted products

For scenarios where you have fitted the product to your vehicle fully, or/and have altered, modified or changed the product's appearance (For example: Holes, modifications or cuts made on the product, damage sustained on the fabric or elastic bands, or anything that may alter the re-sale value) it will not be possible to return the products if the damage on them prevents or seriously hinders their re-sale value. In this scenario, please reach out to us stating and showing the modifications or actions you performed on the product and our production team will decide if they are eligible for a re-sale. Depending on the outcome, you may still be eligible for a return of the product and for a refund to be received after the product reaches our return address.

Refund Amount: Total paid value - shipping costs - repair / loss of value costs

* Please note that fitting / using the product is the buyer's responsibility and issues relating to this topic do not constitute grounds for a free exchange, return or refund unless the product is proven to be defective. We provide fitting guides on our website and also include a video guide inside the package to assist you with the fitting process as well as provide free after shipping support via e-mail and phone. If you are having issues with the fitting please reach out to us or seek help from a professional fitter.

Non-arrivals / Lost in Mail / Missing Contents

You are fully protected against situations involving "non-arrivals," "lost in mail," or "missing contents." If you do not receive your order or your package is missing contents, you may be eligible for a full refund or free replacement under our product return guidelines.

If you suspect your package has been opened, is damaged, or feels unusually lightweight, please file an incident report with the carrier before signing for the package. This is very important and will serve as crucial evidence when we make a claim with the carrier.

If you suspect your package is lost or missing items, we encourage you to first contact the carrier directly and open a case with them to investigate the issue. The carrier will work to locate the package or confirm whether it was lost or items were missing during transit. If you are unable to open a case with the carrier, we will assist you by opening one on your behalf.

In cases of missing contents, we may also require video evidence of the package opening process. This video should clearly show the unopened package, the shipping label, and the contents upon opening. Once the carrier has confirmed the validity of the missing items claim, we will identify which items are missing and send you free replacements for the missing parts. If we are unable to send the replacements, we will provide a refund for the missing items instead.

Refunds or replacements will be processed only after the carrier completes their investigation and confirms the package as lost or the contents as missing. This process typically takes 10 to 20 business days, depending on the carrier. We appreciate your patience and assure you of our commitment to resolving your issue promptly.

For more information, please refer to our Shipping Policy.

Refund Amount: Total paid value

Late Arrivals

We cannot guarantee shipping times as it is the responsibility of the carrier and is out of our hands. We select only the best and reputable shipping services available in the market. If your package is delayed please reach out to the shipper company and provide them your tracking number so you can inquire about your package's status. If you need further help with the situation please do not hesitate to contact us, we will do our best to contact the shipper on your behalf to escalate the situation. If your package is confirmed to be lost by the carrier company, you are protected by our "Non-arrivals / Lost in mail" rights stated above. For more information you can check out Shipping Policy. Please check the "Production / Fulfilment Timelines" below for additional information regarding this situation.

Unclaimed / Uncollected Packages

It is important to regularly check your email / phone messages and the tracking information provided to stay updated on your delivery status. If your package is subject to customs clearance or any other border processes, you are responsible for monitoring these procedures and taking the necessary actions within the carrier's time limits. Failure to act promptly may result in the product being returned to the carrier, destroyed, or sent back to us.

For packages that are returned to us due to being unclaimed, the buyer will be responsible for any return shipping costs and other related fees. We cannot assume responsibility for any loss or damage caused by failure to collect your package on time. However, if you encounter any difficulties, please don't hesitate to contact us, and we will do our best to assist you by reaching out to the carrier on your behalf. For more information you can check out Shipping Policy.

Refund Amount: Total paid value - shipping costs - taxes - fees - repair / loss of value costs

Production / Fulfilment Timelines

We offer two categories of products: normal items and custom items. The category of each item is clearly stated on the product page, along with estimated delivery and production times.

• Normal Items: Production time is typically 1 to 7 business days.
• Custom Items: Production time is typically 8 to 14 business days.

We aim to deliver your products promptly, but occasionally delays may occur due to unforeseen circumstances. Rest assured, we are committed to keeping you informed and resolving any issues swiftly.

For Normal Items: As soon as we confirm the order requirements, we will begin production within 14 business days. (Typically inside 1 business day)
For Custom Items: Production begins inside 14 business days (Typically inside 1 business day) only after we receive and confirm all necessary details (e.g., photographs, files, designs, colors, text).

If production is not completed within 60 business days from the confirmation date (for normal items) or the production start date (for custom items), you are entitled to a full refund. Additionally, the total duration from the order date to delivery should not exceed 75 business days. If either of these timeframes is exceeded, you may request a full refund.

Please note, delays due to missing required information (e.g., photographs, files, designs, colors, text for custom items) will extend the production start date and the time limits of 60 business days and 75 business days that are laid out above accordingly.

Refund Amount: Total paid value

Additional Notes

For replacements due to damaged or missing parts, once the issue is verified and approved, we will typically dispatch the replacement items within 3 to 14 business days. Please note that timelines may vary depending on product availability, production schedules, and other factors. In such cases, the production and fulfillment timelines stated above will apply, with the production period and the deadlines restarting from the date the issue is verified.

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Refund Windows

In the event of a refund, please check your e-mail address for the refund confirmation. It may take between 3 to 7+ business days for the refund to appear on your credit card or balance depending on your card / payment provider. Some typical refund windows are given below.

PayPal: If the transaction was funded by a bank account or a PayPal balance, refunds to a PayPal balance can usually take 3-5 business days. If the transaction was funded by a credit or debit card, the refund is credited back to the card. Depending on the card issuer, it can take up to 30 days for the refund to show on your card statement.
Visa: Typical Refund Time: 5-7 business days, but it can take up to 30 days.
MasterCard: Usually 5-7 business days, however, it may take up to 30 days in some instances.
American Express (Amex): Approximately 3-5 business days, but it might vary depending on the issuing bank.
Discover: Generally, refunds appear within 7 business days, but some transactions can take up to 30 days.
JCB (Japan Credit Bureau): Often 5-7 business days, although it may take longer in certain circumstances.
China UnionPay: Refunds can take approximately 5-10 business days, and in some cases, even longer.
Diners Club: Typically processed within 7-10 business days, but might take longer in some situations.
Maestro and Visa Electron: Generally 5-7 business days, but can extend up to 30 days.
Sezzle: Within 10 business days after receiving the refund email from Sezzle.

Disputes

By making a purchase, you agree to our return and refund policies. Any attempts to resolve issues outside these guidelines, including involving third parties without following our outlined steps, may constitute a breach of our terms and result in forfeiture of eligibility for returns, refunds, or exchanges.

We strongly encourage you to contact us at support@carfurnisher.com before pursuing external remedies. Our team is committed to working with you to find a resolution that aligns with our policies. For further details, please refer to our Terms & Conditions.

Questions about your order?

Please Contact Us (carfurnisher.com) if you have any questions about your order.