Refund and Return Policy

Our Commitment to Fairness, Transparency, and Your Complete Peace of Mind

At DECKIFY LLC, we pour our passion for quality and craftsmanship into every sofa, sectional, loveseat, and table we create. We are confident that you will love the furniture you receive, as it has been meticulously designed, sourced, and inspected to meet our exacting standards. However, we also recognize that purchasing furniture online comes with a unique set of considerations. To ensure your absolute confidence when shopping with us, we have established a comprehensive, fair, and customer-centric Refund and Return Policy. This policy is designed not as a set of rigid rules, but as a clear framework to support you in the unlikely event that your purchase does not meet your expectations. We believe in standing behind our products and our customers. Our goal is to make any necessary return or refund process as straightforward, transparent, and hassle-free as possible, turning a potential disappointment into a testament of our commitment to your satisfaction. Please take a moment to read the following details carefully to understand your options and our procedures.

I. The DECKIFY Satisfaction Promise: Understanding the Scope

Our Philosophy: Beyond the Fine Print

The DECKIFY Satisfaction Promise is our foundational commitment to you. It means we will work diligently to resolve any issue you encounter, whether it’s a manufacturing defect, a shipping error, or simply a change of heart, in a manner that is fair and respectful of your time and investment. This policy outlines the specific pathways available to you, but our customer service team is empowered to handle unique situations with empathy and a solution-oriented mindset.

What This Policy Covers

This policy applies to all products purchased directly from our official website, deckify.site, and shipped to addresses within the United States and our designated international markets. It covers scenarios including, but not limited to:

  • Returns for Refund: When you wish to return a product for any reason within the stipulated return window.

  • Returns for Exchange: When you wish to exchange a product for a different model, color, or configuration.

  • Refunds for Defective or Damaged Goods: When a product arrives with manufacturing flaws or is damaged during transit.

  • Warranty Claims: For issues that arise after the return window has closed but are covered under our manufacturer’s warranty. (Please see our separate Warranty Policy for full details).

Important Exclusions and Limitations

To maintain fairness and operational sustainability, certain conditions apply:

  • Final Sale Items: Certain products may be marked as “Final Sale,” “Clearance,” or “As-Is.” These items are typically heavily discounted and are not eligible for return or refund unless they arrive damaged or defective. This will be clearly stated on the product page at the time of purchase.

  • Custom Orders: Furniture that has been customized to your specific specifications (e.g., non-standard dimensions, bespoke fabrics, or special-order finishes) cannot be returned or refunded unless they are defective.

  • Assembled Products: Once a product has been fully assembled, its return eligibility may be affected. Please see Section III for detailed conditions.

  • Minor Variations: Please note that due to factors like monitor calibration, natural wood grain, and leather hide characteristics, there may be slight variations in color and texture from the product images on our website. These natural variations are not considered defects.

II. Standard Return Policy for Change of Mind & Non-Defective Items

We want you to be completely thrilled with your DECKIFY furniture. If upon receipt, you decide that an item is not the right fit for your space, style, or needs, you have the option to return it.

Eligibility Window

You have 30 calendar days from the date of delivery to initiate a return for a non-defective item.

Conditions for Acceptance

To be eligible for a standard return, the item must meet all the following criteria:

  1. Like-New Condition: The product must be in its original, resalable condition. It must not be used, soiled, stained, damaged, or altered in any way.

  2. Original Packaging: The product must be returned in its original, undamaged manufacturer’s packaging. This includes all boxes, foam, cardboard protectors, and plastic wraps. Proper packaging is crucial to prevent damage during the return shipment.

  3. All Components Present: All parts, hardware, manuals, and accessories that were originally included must be returned.

  4. Initiation Within 30 Days: You must contact our customer service team to initiate the return request within the 30-day window.

Process for Initiating a Standard Return

  1. Contact Our Team: To start a return, please do not ship the item back to us without authorization. Instead, contact our Customer Service team via:

    • Email: lamgiang.deckify@gmail.com

    • Phone: +84909250525

    • Website Contact Form: Select “Return/Refund Request” as the subject.
      Please have your order number and the product(s) you wish to return ready.

  2. Receive Return Authorization (RMA): Our team will verify your eligibility and, if approved, provide you with a Return Merchandise Authorization (RMA) number and detailed instructions. Returns shipped without an RMA number will not be accepted at our warehouse.

  3. Pack the Item Securely: Carefully repack the item in its original packaging, ensuring it is secured to prevent movement and damage during transit.

  4. Arrange and Ship the Return:

    • Return Shipping Costs: For change-of-mind returns, the customer is responsible for the cost of return shipping. This includes the pickup or drop-off fee and any associated insurance.

    • Shipping Label: We can facilitate the process by providing you with a prepaid shipping label, the cost of which will be deducted from your refund. Alternatively, you may arrange your own insured carrier. We strongly recommend using a tracked and insured service.

  5. Our Inspection and Processing: Once we receive the returned item at our warehouse, our quality control team will inspect it to ensure it meets the “like-new” condition criteria. This process typically takes 3-5 business days from receipt.

Refund Timeline and Method for Standard Returns

Upon successful inspection:

  • Refund Initiation: Your refund will be processed to the original payment method used for the purchase.

  • Deductions: The refund amount will be for the cost of the product(s) returned. The original outbound shipping charges are non-refundable. If you used a prepaid return label from us, its cost will also be deducted.

  • Timeline: Please allow 7-10 business days for the refund to be processed and posted to your bank or credit card account. The time it takes for the funds to appear in your account will depend on your financial institution’s policies.

III. Policy for Defective, Damaged, or Incorrect Items

Your DECKIFY furniture should arrive in perfect condition. If it does not, we will make it right—quickly and at no cost to you.

Eligibility Window

You must report any defects, damage sustained during shipping, or incorrect items within 7 calendar days of the delivery date. Prompt reporting is essential for us to file effective claims with our shipping carriers and to resolve your issue efficiently.

Conditions and Evidence Required

To facilitate a swift resolution, we require your cooperation:

  • Damage During Transit: You must note any visible damage on the delivery receipt before signing for the package. If you discover concealed damage after the carrier has left, you must contact us within 24 hours.

  • Photographic Evidence: For all claims of damage or defects, you must provide clear, well-lit digital photographs and/or a short video that clearly shows:

    • The exterior of the packaging, showing any visible damage.

    • The specific damage or defect on the product itself.

    • A wide shot of the product to show its overall condition.

  • Do Not Discard Packaging: Please do not discard the original packaging until your claim has been fully resolved. The packaging is often required for carrier inspections.

Process for Defective/Damaged Item Claims

  1. Immediate Contact: Contact our customer service team immediately (within 7 days) via phone or email with your order number and a description of the issue.

  2. Submit Evidence: Email the required photographs and/or videos to lamgiang.deckify@gmail.com.

  3. Assessment and Solution: Our team will assess the evidence and propose a solution, which may include:

    • Partial Refund: For minor damage that does not affect the structural integrity or overall appearance, we may offer a partial refund to compensate for the imperfection, allowing you to keep the item.

    • Replacement: We will ship a replacement unit for the damaged or defective item at no cost to you. In many cases, we will ship the replacement immediately without waiting for the return of the original item. For larger items, we may arrange a “curbside pickup” of the damaged unit when the replacement is delivered.

    • Full Refund: If a replacement is not available or desired, we will process a full refund, including the original shipping costs, and arrange for the pickup of the item at our expense.

IV. Special Considerations for Large Furniture

We acknowledge that returning large items like sofas, sectionals, and dining tables presents unique challenges.

Assembly and Return Eligibility

  • Partially Assembled for Inspection: We understand that some assembly may be required to properly inspect the item for damage or defects. This will not void your return eligibility for such claims.

  • Fully Assembled & Used: If you fully assemble and use the product and then decide you wish to return it for a non-defective reason, it may no longer be considered “like-new” and may be ineligible for return, or may be subject to a significant restocking fee (up to 30%) at our discretion, to account for the loss of resalable value.

Return Shipping for Large Items

Due to the size and weight, return shipping for large furniture is complex and costly. When you initiate a return, we will guide you through the options, which may include:

  • White-Glove Return Pickup: For a fee, we can arrange for a professional carrier to come to your home, pick up the packaged item, and transport it back to our warehouse.

  • Customer-Arranged Freight: You may arrange your own freight carrier. The item must be securely palletized and wrapped for freight shipment. We can provide the warehouse address and any special instructions.

Given the complexities, we highly encourage you to carefully review product dimensions, descriptions, and fabric samples (if available) before purchasing to ensure it is the right choice for your home.

V. The Refund Process: A Detailed Breakdown

How Refunds are Processed

All refunds are processed through our original payment gateway, Stripe. The funds are returned to the original payment method used during checkout.

  • Credit/Debit Cards: Refunds are issued to the card used for the purchase.

  • Apple Pay/Google Pay: Refunds are issued to the card linked to your digital wallet.

Expected Timelines

  • Approval: After we receive and inspect your return, please allow 3-5 business days for the approval to be finalized.

  • Processing: Once approved, we will initiate the refund. The processing time on our end is 1-2 business days.

  • Posting to Your Account: After processing, it can take 5-10 business days for your bank or credit card company to post the credit to your account. This timeframe is entirely dependent on your financial institution’s policies.

What You Will See on Your Statement

The refund will appear on your statement as a credit from “DECKIFY LLC” or a similar descriptor. The amount refunded will be the product cost, minus any deductions for non-refundable shipping or restocking fees, as previously explained.

VI. Exchanges: Swapping for the Perfect Piece

Exchange Policy

We are happy to facilitate exchanges for a different color, model, or configuration of the same or similar value.

  • Process: The process for initiating an exchange is identical to a standard return. You must initiate the exchange within the 30-day window and the item must meet all return conditions.

  • Shipping Costs: You are responsible for the return shipping cost of the original item. DECKIFY will cover the cost of shipping the new exchange item to you.

  • Price Differences: If the new item costs more, you will be charged the difference. If it costs less, you will be refunded the difference.

Important Note on Exchange Availability

Exchanges are subject to product availability. If the item you wish to exchange for is out of stock, we will contact you to discuss alternative options, including a refund.

VII. How to Initiate a Return or Refund: A Step-by-Step Guide

To ensure a smooth process, please follow these steps:

  1. Gather Information: Locate your Order Number and the Product Name/SKU.

  2. Contact Customer Service: Within the applicable time frame, reach out to us via:

    • Preferred Method: Email at lamgiang.deckify@gmail.com with the subject “Return Request – [Your Order Number]”. Include a brief explanation and any photos if applicable.

    • Alternative Method: Call +84909250525 during business hours.

  3. Receive & Follow Instructions: You will receive an email with the RMA number and specific packing and shipping instructions. The RMA number must be clearly written on the outside of the return package.

  4. Ship the Package: Securely pack the item and ship it using the provided label or your own insured carrier. Retain the shipping receipt and tracking number until your refund is complete.

  5. Wait for Confirmation: You will receive an email confirmation once we receive the return and again once the refund has been processed.

VIII. Frequently Asked Questions (FAQ) on Returns & Refunds

Q: What if I missed the 30-day return window?
A: Unfortunately, we are unable to process returns or refunds for non-defective items after the 30-day window has passed. However, if the item has a manufacturing defect, it may be covered under our warranty. Please contact us to discuss your situation.

Q: The return shipping cost is very high. Is there any other way?
A: We understand. This is a challenge with large furniture. We recommend getting quotes from multiple freight carriers. Unfortunately, we cannot absorb the cost of return shipping for change-of-mind returns.

Q: Can I return an item to your physical address in Wyoming?
A: No. Our address in Sheridan, WY, is our corporate headquarters and is not equipped to receive customer returns. All returns must be shipped to our designated returns warehouse, the address for which will be provided with your RMA instructions.

Q: What is a restocking fee?
A: A restocking fee is a charge applied when a returned item cannot be resold as new due to being assembled, used, or missing original packaging. It covers the cost of inspecting, refurbishing, and repackaging the product. Our standard policy does not include a restocking fee if all conditions are met.

My question isn’t listed here.
Please do not hesitate to contact our dedicated customer service team. We are here to help and will provide clear, personalized guidance for your specific situation.