Return and Refund Policy
If you have any questions or need assistance regarding returns, refunds, or exchanges, please feel free to contact our customer service team through the channels provided below. We are committed to maintaining a transparent and fair after-sales experience for all customers.
Order Cancellation Before Shipping
If your order is cancelled before it has been processed and shipped, regardless of the reason, we fully understand your request and provide full support.
In such cases, a 100% full refund will be issued for the amount paid. No cancellation fees apply to orders cancelled prior to shipment.
Returns and Exchanges Within the Authorized Period
After purchasing home furniture products from our platform, you may request a return or exchange within 30 days of receiving your order, provided that all return and exchange conditions are met.
Requests may be processed as either a refund or product exchange, depending on customer preference and eligibility under this policy.
Product Defects or Order Errors
If the received furniture product arrives damaged (for example, cracks in wooden components that affect normal use), or if an order error occurs on our side (such as the wrong model, color, or size being shipped), you may request a full or partial refund, or an exchange depending on the situation.
Each case will be carefully evaluated to ensure a fair and appropriate resolution.
Return and Exchange Requirements
To qualify for a return or exchange, products must meet the following conditions:
- Items must be brand new and unused, with no signs of wear, stains, or damage
- Original packaging is strongly recommended to ensure safe return shipping
- If original packaging is unavailable, the item must be securely and properly packed to prevent damage during transit
- All accessories, manuals, warranty cards, and included items must be returned together
- Product tags must remain intact and must not be removed or damaged
Return or Exchange Application Procedure
Initial Request
We recommend submitting your request via email, including your order number (required for identification) and a clear explanation of the reason for the request (e.g., design dissatisfaction, style mismatch, or quality concerns).
A detailed description will help our team process your request more efficiently.
Alternatively, you may contact our customer service team by phone, where our representatives will guide you through the process.
System Verification
Our service and verification team will review your request (via email or phone), including:
- Verification of order authenticity through system records and payment data
- Confirmation that the purchase falls within the eligible return period
- Evaluation of product condition and supporting evidence of defects (if applicable)
Returned Products (If Approved)
Once your request is approved, we will notify you via email or phone and provide the return address.
Please ensure the following:
- The item is securely packaged with protective materials to prevent damage during transit
- A return/exchange form is included with order number, product details, and reason for return
- A tracked shipping service is used so the return shipment can be monitored
A return label is included inside each package. Customers are encouraged to use this label for faster processing. If the label is missing or unavailable, please contact our support team for assistance.
Refund Processing
Once the returned product is received, it will be inspected to confirm eligibility. If approved, the refund will be issued to the original payment method used at the time of purchase.
Refund Method and Timeframe
- Estimated Processing Time: Refunds are processed within 5 business days after approval
- Refund Method: Refunds are issued to the original payment method to ensure security and traceability
Cost Policy
- Customer-Initiated Returns: Return shipping costs are the responsibility of the customer. A tracked shipping method is recommended, and proof of shipment should be retained.
- Store Error or Manufacturing Defects: We will cover all return shipping costs and provide a full refund or replacement. The return label provided may be used under eligible conditions.
- Customer Damage or Non-Eligible Returns: Items damaged by the customer, missing packaging, or not in resalable condition are not eligible for return or exchange.
Contact Information
Phone:
+1 (252) 314-9833
Email:
info@domriven.com
Address:
10864 Church St, Castalia, NC 27816, United States
Business Hours:
Monday to Friday, 9:00 AM – 6:00 PM (Central Time, USA)