TIMBERLY HOME FURNITURE LLC is committed to providing customers with clear and reasonable shopping and after-sales service. This Return and Refund Policy applies to sofa products purchased through our website.
If the item you receive has quality issues, is damaged during transit, does not match the order description, or if you wish to request a return for other reasons, please contact us in accordance with the guidelines below. We will process your request based on the condition of the item, this policy, and applicable laws.
Return Request Period
Customers may generally submit a return request within 30 days of receiving their items. To ensure your request is handled promptly, please contact our customer service team within this timeframe and provide your order number along with the reason for the return.
Certain items or special orders may be subject to different return conditions. Specific requirements stated on the product page, in order-related documentation, or as mandated by applicable law shall take precedence.
This policy does not limit any non-excludable rights to return or refund that consumers may have under applicable law.
Return Conditions
To help us verify the condition of the item and process your return, please ensure, as much as possible, that the returned item meets the following criteria:
The item is in a reasonable and complete condition, including all original accessories and packaging materials.
The item is free from issues caused by improper use, unauthorized modification, or intentional/accidental damage by the user.
The return request includes the order number and a description of the item’s condition.
If the item is damaged, defective, or does not match the order, please provide clear photographs or other relevant documentation.
For items that have been used, show clear signs of damage caused by the user, or are otherwise rendered unfit for resale due to the customer’s actions, we will evaluate the return request on a case-by-case basis in accordance with applicable law. However, for items with quality defects or those that must be accepted for return by law, we will not unfairly deny a consumer’s statutory rights simply because the item has been opened or is no longer in a condition suitable for resale.
Quality-Related and Non-Quality-Related Issues
Quality Issues or Incorrect Items
If the sofa you receive has quality defects, was damaged during transit, or does not match your order, please contact us promptly. Once we have verified that the issue falls under our responsibility, we will provide an appropriate resolution based on the specific circumstances and applicable law. For returns resulting from issues for which we are responsible—such as product quality defects, damage during transit, or the shipment of incorrect items—we will cover the return shipping costs and provide you with specific instructions regarding the return process.
Returns Unrelated to Quality Issues
If a customer requests a return due to a change of preference, an unsuitable style choice, or other reasons unrelated to product quality, the request must comply with this policy and applicable laws.
For eligible returns that are not related to quality issues, the customer is generally responsible for the return shipping costs. Specific return arrangements and any applicable fees will be communicated during the processing of your request.
Return Request Process
Please follow the steps below to submit a return request:
Contact Us: Submit your return request via our customer service email, including your order number.
State the Reason: Provide a brief description of the reason for the return. If the item is damaged or has a quality issue, please include clear photographs.
Await Confirmation: We will verify your order information and the condition of the item, then inform you of the appropriate return method and related arrangements.
Return the Item: Once you have received return instructions, please send the item back according to the confirmed method and retain your shipping documentation.
Address: 4701 MAGNOLIA ST, NEW ORLEANS LA 70115-0000
Inspection: Upon receipt of the returned item, we will verify its condition in accordance with our policy and proceed with processing eligible refund requests.
Please do not send items to an unconfirmed address before receiving the necessary return instructions, as doing so may delay or complicate the return process.
Refund Processing Time
Once a returned item is confirmed to be eligible for a refund, we will typically initiate the refund process within 3 to 5 business days.
Refunds are generally issued to the original payment method. The actual time it takes for funds to appear in your account may vary depending on the processing timelines of your bank, credit card issuer, or third-party payment provider.
If you have not received your refund after a reasonable period, please first verify the transaction status with your payment provider; you may also contact us via our customer service email for further assistance.
7. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible, ideally before the item has been dispatched. For orders that have not yet entered the shipping process, we will verify whether cancellation is possible based on the current status of the order.
If the item has already been shipped, it may not be possible to cancel the order directly; in such cases, you may refer to this policy and applicable laws regarding the return process.
If an order qualifies for cancellation and a refund, we will process the relevant funds in accordance with our policies and applicable legal requirements.
Damaged Items or Delivery Issues
If your sofa is damaged during transit, or if the item you received does not match your order, please contact us via email as soon as possible. Please include your order number, a description of the issue, and relevant photographs.
We will verify the information provided and, depending on the circumstances, assist you with a return, refund, or another appropriate solution. Please retain the item and its original packaging until the matter has been satisfactorily resolved.
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