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Refund / Exchange

At Subrtex Houseware Inc., we stand behind the quality of our products and want you to love your furniture; but we understand that sometimes an item simply will not fit perfectly. We will do our best to make things right if you are not satisfied.

Product returns & exchange

1. If you are not satisfied for any reason with your purchase, you can initiate a return or exchange up to 45 days from the date of delivery.
2. Please email us at customerservice@subrtex.com stating your reason for return and attach images of the product and prepaid shipping label.
3. All returned items must be in the original packaging, unused, undamaged, and in a resalable condition. All hardware and parts must be included. Returned items are subject to inspection upon arrival, and any missing or damaged components will result in the assessment and reduction of the final refund amount.
4. If a refund is requested, the refund amount will be the original total less shipping charge, 15% restocking fee on the original item price, and any deductions resulting from return shipping damages or unreported defects.
5. We are unable to issue a refund without actual receipt of the item(s) or proof of received return delivery.
6. Please allow 3-5 business days for your return to be processed.

Received damaged or incorrect merchandise

1. If you feel you have received defective, incorrect, or incomplete product(s), please contact us at customerservice@subrtex.com within 7 days of receipt, so we can make it right.
2. For faster assistance, please email us with your order number, contact information, and photos documenting damages (if applicable).
3. Please retain all items and packaging materials until your claim is resolved.
4. We will refund the full cost if the return is a result of our error or defective product.

Order cancellations

1. You may request a cancellation after an order is processed, but it is not guaranteed.
2. A 10% service charge on the original item price will apply if the merchandise has been shipped when you requested for cancellation (For parcel delivery refusion fee).
3. Contact us via customerservice@subrtex.com to have your order canceled. Please provide the order number, receiver's name, and email address.

Refunds

1. We do not refund any payment of service charge that your bank or credit card issuer applies. Please contact your bank and issuer for further information.
2. We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 5-7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Return shipping costs–who pays?

When Subrtex Houseware For Return Shipping - Subrtex Housewares will pay for the cost of return shipping if the reason for return was a result of OUR error. Examples of instances may include:
1. Item arrived defective and cannot be fixed with a replacement part.
2. We shipped out the wrong item.
3. We shipped it to the wrong address.
4. We shipped a duplicate order.
5. Item malfunctioned during the 45 day returns period (Assuming the customer assembled the item properly per the instruction manual).

If something doesn't fit, you can send most items back within 45 days of delivery.

1. Start the return process within 45 days of receiving your item.
2. Product must be in NEW or UNUSED condition, with all original product inserts and accessories.
3. Shipping costs will be the responsibility of the customer in cases of buyers' remorse returns, such as an item didn't fit, didn't like the color/quality, changing your mind, ordered by mistake, bought it somewhere else, etc.
4. We will refund the full cost of the merchandise and shipping charges if the return is a result of our error or defective product.
5. We inspect all refund items and will refund you based on the condition of the item. We award a partial refund for opened and used products.

Return address:

9935 Beverly Blvd Unit 3, Pico Rivera, CA 90660
Tel: 909-468-1486