Return & Exchange Policy
Our policy complies with U.S. Federal Trade Commission (FTC) mail-order rules, CARB regulations, and ASTM F2057 safety standards, ensuring fair handling of returns and exchanges while accounting for the size, weight, and compliance requirements of storage furniture and tatami mats.
Eligibility Requirements
- All return and exchange requests must be initiated within 30 days of product delivery. For tall storage cabinets (height ≥68.6cm/27 inches) and wardrobes, we extend this window to 45 days to allow for installation and stability verification.
- Products must be unused, unassembled (where applicable), and in original condition, with all compliance documents, accessories, and packaging intact (per CARB traceability requirements):
- Wardrobe & Storage Cabinet: Original packaging, cartons, and foam protection intact; all hardware (screws, hinges, anti-tip kits) included; no scratches, dents, or structural damage; CARB compliance labels and Prop 65 warnings (if applicable) undamaged. Assembled furniture is eligible for return only if defective, as disassembly may compromise structural integrity.
- Tatami Mat: Unopened, unused, with original moisture-proof packaging intact; no stains, tears, or signs of moisture damage; thickness and material matching the original order. Rolled tatami mats must retain their original shape and packaging.
- Customized Items: Custom-sized wardrobes, partitioned storage cabinets, or personalized tatami mats are only eligible for return/exchange if they have manufacturing defects (e.g., incorrect dimensions, structural flaws, non-compliant materials) or safety non-compliance.
- Defective or Incorrect Items: Products with quality/safety issues (e.g., wardrobe instability, storage cabinet甲醛超标, tatami mat material defects) or wrong deliveries (incorrect size, material, model) are eligible for full refunds or exchanges, with photo/video evidence and compliance test reports required for verification. We also accept returns for products subject to CPSC or CARB recalls.
Non-Returnable & Non-Exchangeable Items
- Furniture that has been assembled, used, or modified (e.g., painted wardrobe, drilled storage cabinet, cut tatami mat) unless defective or non-compliant with safety standards.
- Items damaged due to improper installation, use, or storage (e.g., wardrobe tipping from lack of anti-tip installation, storage cabinet damage from overloading, tatami mat moisture damage from improper placement).
- Final sale items (marked "Final Sale" on the product page, e.g., clearance wardrobes, discontinued storage cabinet models), except for defective or recalled items.
- Customized products with non-quality-related issues (e.g., change of mind on dimensions, incorrect space measurement submissions).
- Freight items returned without prior approval, as they require specialized handling and shipping arrangements.
Return & Exchange Process
1. Submit Application: Contact our customer service team via phone or the website’s return portal, provide your order number, describe the issue, and upload photo/video evidence (and compliance reports if applicable). For recalled products, include the product’s batch number from the CARB label. We will review your request within 2 business days and issue a Return Authorization (RA) Number if approved. Returns without an RA number will be rejected.
2. Ship/Arrange Pickup: For small items (foldable tatami mats), package with original materials and ship to the designated U.S. return address via trackable freight. For large furniture (wardrobes, storage cabinets), we will coordinate with our freight partner to arrange pickup at your location, using specialized packaging to prevent damage.
- For defective/incorrect/recalled items: We provide a prepaid freight label and cover all associated shipping and handling costs.
- For personal reason returns (unused, unassembled items): You are responsible for all freight shipping costs, and a restocking fee of up to 25% may apply to cover manufacturer requirements and freight handling.
3. Inspection & Processing: Our quality and compliance team inspects returned items within 5 business days to verify condition, structural integrity, and compliance with CARB/ASTM F2057 standards.
- Defective/Incorrect/Recalled Items: Process a full refund (including original shipping fees) or exchange for the correct product, which will be shipped free of charge within 3 business days. Recalled items are disposed of or repaired per regulatory guidelines.
- Personal Reason Returns: Deduct applicable restocking fees (10-25% based on product size and condition) and shipping costs, then issue a refund for the remaining product price.
4. Refund Completion: Refunds are credited to your original payment method within 7 days after inspection approval (extended to 10 days for freight items due to processing complexity).