REFUND & RETURN POLICY
REFUND & RETURN POLICY
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DATE OF LAST UPDATE: FEBRUARY 12, 2020
30 Day Return Policy
CONTENTS
Click on the links below to go to a specific section of this Policy.
General Return
You can initiate a return within 30 days of receipt whenever you are not satisfied with the item, but you would need to pay for the return or exchange cost if no damage issues are involved. For general return you need to keep the original packaging, for more detail see Why Should I Keep the Original Packaging. Item(s) must be:
In brand-new condition
- Uninstalled and/or non-assembled
- Unused, no pieces missing
- With original tags and original packaging
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
A few items can’t be returned, including:
- Clearance items
- Customized items
- Offline purchase (items or parts not listed on our website)
- Items marked “Non-Returnable” on the product page
- Assembled or disassembled products
- Without original packaging or serious damage to the original packaging
- Please note, any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.
What you need to know before you start a general return
- Please kindly do not discard any original packaging or wrapping materials from the item(s) you received.
- You would need to package the same way when the item arrives to ensure the product meets the requirements for the carrier. For Large items, you need to prepare pallet yourself.
- Any additional service on the order will NOT be refunded for the general return, including doorway drop-off, room of choice drop-off and white glove delivery.
- 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.
- You would need to cover the return shipping cost if there are no quality issues involved.
- 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 retrun yourself.
Faulty or Damaged Products
- Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product. such as the lights not working when fitted, faucets leaking while installed, and damage to furniture after opening, please make sure to take some pictures or a quick video demonstrating the problem. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.
- All product issue inquiries may be best informed us within 30 days of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 30 days of receipt might be affected negatively due to uncertain factors outside of the time frame.
- Please note that we do not cover the repair fee if unauthorized handyman services were hired.
Supplement Terms
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Damaged items means items that have been damaged in shipping:To help you efficiently, please report to customer service about the damaged product within 3 business days after you received the item and do not discard the damaged item&its packaging. See I Receive a Damaged Item for further details.
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Undeliverable and Refused Package:If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.
General Return
If you receive a product that is damaged, please provide photos of all damages to support@fluenttrends.com on the date of delivery (Include photos of packaging). We will work to replace that product.
You can initiate a return within 30 days of receipt whenever you are not satisfied with the item, but you would need to pay for the return or exchange cost if no damage issues are involved. For general return you need to keep the original packaging, for more detail see Why Should I Keep the Original Packaging. Item(s) must be:
In brand-new condition
- Uninstalled and/or non-assembled
- Unused, no pieces missing
- With original tags and original packaging
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
For Products that are Returnable:
A return authorization must be requested within 30 days of your date of delivery. You must contact us at [support@fluenttrends.com] to request and receive an RMA.
The return authorization number must be included along with your returned product.
Once an RMA is received please return the item and email us back with the RMA and the tracking# so we can track your return.
You must return the Product to the address provided to receive a refund at your cost within 30 days of receipt of RMA.
Returned Product(s) must be in good physical condition (not physically broken, used or damaged). All accessories originally included with your purchase must be included with your return.
Additional terms and conditions:
Shipping and handling charges and taxes paid are not refundable.
You are responsible for and must prepay all shipping charges and you assume the risk of loss or damage to the returned Product(s) while in transit back to [fluenttrends.com].
If the product is inspected and determined to be in good physical condition, [Fluent Trends] retains the right to charge you a 15% restocking fee buyers remorse. This fee is to cover the cost of labor and repackaging a product that is found to be in good condition.
Non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 - 14 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [support@fluenttrends.com].
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [support@fluenttrends.com] and we will provide you further instructions on where to return the item for an exchange. Please note that we cannot accept exchanges beyond 30 days from the date of delivery.
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 he will find out about your return.
Still have questions about your return? Contact customer service at [support@fluenttrends.com].
