Refund policy

We hope that you love your items when they are delivered and our design team works to select high-quality and craftsmanship across our collection. 

If you are not completely satisfied with your purchase, please contact us to return or exchange your item(s) within 30 days of the delivery date, with proof of purchase.

Note that returns or exchanges are not accepted for special orders, items that have been installed, mattresses and/or foundations no longer in their original packaging, wallpaper, perishable items, wallpaper samples, rug samples and other items as designated on the product pages as final sale. Other exclusions may apply. Contact us for details. 

INFORMATION ABOUT DELIVERIES + RETURNS

DELAYED SHIPMENTS
Work restrictions may continue to affect shipments to and from our warehouse/vendor warehouses to impacted areas. Please reach out to our Client Services Team at info@fanciconcept.com, via chat on our site, or via our online form if you are experiencing delays or have questions about the status of an order, an agent can look into this for you and provide you the most up to date delivery information.

TRACKING INFORMATION FOR OVERSIZED AND FREIGHT DELIVERIES
Please note, tracking information for freight deliveries may not show movement as soon as it is provided. Initially, tracking information will show “Order Registered” but will not show movement until it reaches the shipper’s Hub for mid-transit inspection. Until it is scanned, the shipper is not going to have a record of your order. Once it is scanned your tracking will reflect when it was picked up, scanned, and typically will show estimated transit information. From there, shipments will start transit to the local terminal closest to you and the tracking will reflect that movement. Once it arrives locally, the shipper will give you a call to schedule the delivery with you at your convenience.

INITIATING RETURNS
Customers must contact us in advance of returning items to receive a Return Authorization Number and appropriate instructions. Returns sent that do not include Return Authorization will not be accepted. 

All returns & exchanges must be post-marked within 30-days of the initial delivery date without exception.

If there are no quality issues involved, you would need to cover the return shipping cost, as well as a 25% restocking fee.

For general return you need to keep the complete original packaging. For more details, please refer. Item(s) must be:

1. In brand-new condition
2. Uninstalled and/or non-assembled
3. Unused, no pieces missing
4. With original tags and complete original packaging (including any crate or wooden box, and its fillers).

Please be aware that the 30 days return policy is based on the delivery time of each individual item shown on the carrier’s website instead of the entire order. We would not accept if the item(s) are marked delivered greater than 30 days when you initiate the return.

What You Need to Know Before You Start A General Return
1. Please kindly DO NOT discard any original packaging or wrapping materials or crate from the item(s) you received.
2. You would need to package the same way when the item arrives to ensure the product meets the requirements for the carrier.
3. Any additional service on the order will NOT be refunded for the general return, including White Glove Delivery service.
4. At least a full view picture of the product and the outer box, and a picture of the internal packing needs to be provided so we can assess its condition and return eligibility.
5. You would need to cover the return shipping cost if there are no quality issues involved.
6. We could provide prepaid label(s) for the return in certain regions, the return shipping fee will be deducted once the item has been returned. If we are not able to provide a prepaid return shipping label, you would need to arrange the return yourself.
7. Any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.
8. It is not feasible to drop-off a return item to our warehouses personally.

Upon return, your item will be inspected and exchanges, credits or refunds will be issued to the original method of payment. Any taxes charged will be refunded in accordance with applicable laws.

Why Should I Keep the Original Packaging?
Due to the nature of our products, whether it be large furniture or other smaller items, they are often in the heavy or delicate categories. Our packaging is specially made to cater to each individual item. They are rigorously tested to ensure they can withstand most kinds of incidences in transportation. Any self-packed items by the customer will have a high chance of being damaged on the way caused by flimsy materials or improper techniques. That’s why we don’t generally allow any returns without their complete original packaging. In a way, this also prevents lots of potentially wasted efforts and protects the customer’s interest.

RETURNING ORDERS FROM OUTSIDE THE 48 US CONTIGUOUS STATES
International orders and orders shipped to Hawaii or Alaska cannot be returned.

SPECIAL (CUSTOMIZATION) ORDERS
Special orders begin production immediately upon order placement and are built to your specifications. As a result, the item(s) cannot be canceled, changed, returns or refunded at any time.

Items that are unable to be cancelled prior to shipment are subject to our return policies and associated fees.

DAMAGED OR DEFECTIVE ITEMS
If your orders is delivered via Freight or Truck Carrier, customers agree to inspect goods before accepting delivery.  If any item arrives damaged or is defective, customers must reject the delivery and notify client services within 48 hours. If your item is being delivered with an oversize or white glove carrier, please thoroughly inspect your item before signing for the delivery. Damages or defects or missing items must be noted on the receipt with the carrier. If the receipt from the carrier is signed and issues are not notated, FanciConcept is not responsible for any defects or damages found after delivery is completed.

If UPS, USPS or FEDEX deliveries arrive with evidence of damage, customers must notify client services within 3 business days of original delivery date.
Images of any damaged and/or defective items are required to be sent via email before return authorizations can be issued.

If you have received item(s) that are incorrect and not as indicated on your purchase receipt, please notify client services team within 3 days to initiate a replacement request.

Any notifications or damage claims initiated outside of the above-referenced time frames will not be honored. We cannot process a claim or issue a return on lighting, rugs or any items that have been installed. 

Concealed Shipping Damage
If you have already accepted delivery and then find a concealed shipping damage (not visible on the outside of the packaging), please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the damaged item(s), provide pictures evidence clearly showing the damage and all packaging material & paperwork.
Once you notify us that your product was damaged, we will file a claim with the shipper. Please do not discard the damaged product or the packaging. Typically, the shipper will be dispatched to pick the item up for inspection and processing. We’ll need your help in making it available for pickup on the scheduled date and time.

LOST PARCELS
In the event that the package is not received or lost in transit, but shows delivered to the shipping address associated with the order, FanciConcept will not be liable for non-receipt of goods or replacement of goods. FanciConcept will assist in filing a trace and claim with the respective carrier to assist client in locating lost parcels. 

Parcels that are unclaimed or refused will be subject to applicable return and re-stocking fees and will not be considered cancelled.

OVERSIZED ITEMS
Please ensure to measure properly prior to placing any orders. If you have any questions regarding the product’s size and delivery methods or carriers, please email info@fanciconcept.com. Orders that are cancelled or refused at delivery due to sizing issues are considered a return.  

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

CONTACT US

Contact us at info@fanciconcept.com for more questions related to refunds and returns.