Return & Refund / Service Policy

1. Scope

FurnitureDirect is a factory-direct B2B supplier. These terms apply to wholesale and contract orders placed with us. They describe how orders are confirmed, when they can be cancelled, and what happens if something is wrong with the goods. Retail consumers are not served, so consumer distance-selling return rights do not apply.

2. How an order is placed

We work with an open, agreed process so both sides know where they stand:

• Inspection. Buyers are welcome to inspect the goods in person at our Foshan factory and showroom, or to appoint a representative or third-party inspector to do so on their behalf, and to confirm the styles, materials and finishes they want.
• Order confirmation. A formal order is placed once references, quantities, finishes and prices are agreed in writing (email or WhatsApp counts).
• Deposit. Production is scheduled after the agreed deposit is received. The balance is payable according to the agreed Incoterms before shipment.

3. Cancellation and refunds

• An order may be cancelled before production is scheduled, and the deposit is then refunded in full.
• Once the order has entered the production stage, the deposit is not refundable, because materials are committed and work has begun on your specification.

If we are ever unable to produce or ship what you ordered, you receive a full refund of any amount paid for the affected goods.

4. Custom-made goods

Most of what we build is made to order — custom sizes, custom finishes, OEM specifications and mixed-container selections. Because of this custom-made nature, finished goods cannot be returned or refunded simply because of a change of mind once production is complete or the goods have shipped. This is why the inspection step exists: confirm the style before the deposit, and we will send samples, swatches or approval photos during production so nothing is a surprise.

5. Defective, damaged or wrong items

If goods arrive with a quality defect, damage, or do not match the agreed contract specification, notify us within 7 days of receiving the goods with photographs or video as evidence. We will review the evidence and put it right, by replacement of the affected pieces, repair, or a credit against the amount paid — whichever fits the situation. This is our responsibility as the manufacturer; it is not a favour.

Please inspect goods on arrival and before loading them into service, so any transport damage can be claimed promptly.

6. Samples

Samples and swatches are produced at cost. When a formal bulk order follows and reaches the agreed quantity, the sample fee is deducted from the order or refunded — the exact threshold is confirmed in writing with each sample.

7. Freight, risk and insurance

Published prices are ex-works Foshan unless otherwise agreed. Risk in the goods passes according to the Incoterms stated on your order confirmation. For FOB, CIF and similar terms, we load and secure the container as agreed; transit claims after the carrier has taken custody are handled with the carrier or the buyer's insurance. We are happy to arrange loading supervision and third-party inspection.

8. Contact about an order

Questions, claims or cancellation requests: email [email protected] or message WhatsApp +33 695580465 with your order reference. We answer within one working day.

FurnitureDirect, He Feng Industrial Area, Nanzhuang Town, Chancheng District, Foshan, Guangdong, China.