Return & Exchange Policy

Return & Exchange Policy

This Return & Exchange Policy applies to after-sales services provided by the timberlynest (hereinafter referred to as “we”, “us”, or “our”) online store. It explains the applicable timeframe, procedures, cost allocation, and responsibilities of both parties. Please read this policy carefully before submitting a request.

1. Return & Exchange Period

The return and exchange period is 40 days from the date of receipt.

We offer a 40-day return and exchange window based on the following considerations:

• Furniture and home products often require time for installation, placement, and adaptation to the actual living environment, and some issues may not be immediately apparent;

• Customers are given sufficient time to reasonably inspect the product, including appearance, odour, size suitability, and overall usability;

• This timeframe balances customer experience with the practicality of after-sales processing, without disrupting normal product circulation.

Requests submitted after this period will not be processed under the standard return or exchange procedure.

2. Return & Exchange Conditions

Within the valid period, you may apply for a return or exchange if one of the following conditions applies:

• The product has visible appearance defects;

• The product has quality-related issues;

• The product has an unusual odour, severe colour variation, or other issues affecting normal use;

• The product received does not match the order information;

• A return or exchange request is made without a stated reason, provided it is within the valid period.

Eligibility will be determined based on actual verification results.

3. Return Process

If you wish to apply for a return, please follow the steps below:

• Contact us by email or telephone and provide your order number, proof of payment, reason for return, and relevant photos or videos;

• Our customer service team will review the request. If approved, you will be notified via your contact details and provided with the designated return address;

• Please return the product to the specified address and wait for confirmation of receipt;

• Once the product is received, we will inspect it. If the condition matches your description, the refund process will be initiated.

For more details regarding refunds, please refer to our Refund Policy.

4. Exchange Process

If you choose to exchange a product, the process is as follows:

• Submit an exchange request by email or telephone, including your order number, proof of payment, exchange reason, and relevant photos or videos;

• After verification, if the request is approved, we will notify you and provide the return address;

• Please return the product to the specified address and wait for confirmation of receipt;

• Once the returned item has been received and inspected, and the issue is confirmed, a replacement product will be dispatched to your delivery address within 1–3 working days.

For shipping-related information, please refer to our Shipping Policy.

5. Refund Process

After a return request has been approved and the product has passed inspection, refunds will be processed as follows:

Refund method:
Refunds will be issued to the original payment card used at checkout, including Visa and MasterCard.

Processing time:
Depending on the processing efficiency of the card-issuing bank, refunds usually appear within 3–5 working days.

If the refund does not appear after this period, please contact us for assistance.

6. Cost Responsibility

Shipping costs related to returns and exchanges are allocated as follows:

• If the return or exchange is due to appearance defects, quality issues, unusual odour, severe colour variation, or receiving an incorrect item, the related shipping costs will be covered by us;

• For returns or exchanges requested without a stated reason, the shipping costs shall be borne by the customer.

7. Responsibility Statement

All return and exchange requests are assessed based on order details, product condition, and verification results.
Differences arising from logistics timelines, incomplete information provided, or changes in product condition are not considered directly controllable factors. However, we will provide reasonable assistance and communication support where possible.

8. Contact Us

If you have any questions regarding this Return & Exchange Policy or the status of your request, please contact us using the details below:

Address:
3454 W 47TH ST UNIT 2, Cleveland, OH 44102, USA

Customer Service Telephone:
+1 (330) 333-8942

Customer Service Email:
safehelpvip@timberlynest.com

Service Hours:
Monday to Friday, 9:00–12:00 and 14:30–18:30 (GMT)

This Return & Exchange Policy is subject to the content currently displayed on the website and applies to all online transactions and after-sales services provided by us.