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It is our hope that your shopping experience is of quality and to your liking, in the event that it isn't you'll have 30 days within delivery to reach out. For certain products you'll have 15 days. These products will have a special note listed under the product description. 

 

• Start the return process within 15 - 30 days of receiving your item.

• We inspect all returned items. The product must be in new or unused condition, with all original product inserts and accessories.

• Shipping costs will be the responsibility of the customer in cases of buyer’s remorse returns, such as an item didn’t fit, didn’t like the color/quality, changed your mind, ordered by mistake, bought it somewhere else, etc.

• We will refund the cost of the merchandise and shipping charges if the return is a result of our error or defective product.

• Ship the product as soon as possible so it arrives at our facility within 45 days  of receipt of the item.

 

When Radiant House of Decor is responsible 

RETURNS & EXCHANGES

Out of Stock Item (Expected storage time and alternative products are available)

In this case, RHOD's vendor(s) can make shipment once the goods are in storage. Also, The shipped alternatives can be replaced in time after negotiation. (The solution depends on the customer's willingness).

Unavailable product

If the customer does not agree with the solution above, a refund  can be issued directly after negotiation.

DAMAGED OR DEFECTIVE

Missing Products

Related evidence must be submitted to RHOD for verification via the Return 

Parts- If the missing part can be sent, a request will be made and the part will be sent for free

OR the customer can return the product and a request will be made to the vendor (s) to resend the correct item free of charge or issue a full refund after receiving the returned item;

Entire item- With verification, the vendor will resend the entire product or issue a full refund at the customers request.

Product Issues (Quality issue / Quality problems / Non-applicable products)

Related evidence must be submitted to RHOD for verification. Claim can be started by visiting the Customer Care Center.

The after-sales service will be provided after the verification.

Usable products: The customer can keep the item and get a partial refund (<30%) OR RHOD will request a (return label) RL and issue a reshipment free of charge or a full refund after receipt of the product

Non-Usable products: RHOD will request a RL and issue a reshipment free of charge, or a full refund after receipt of the product.

IN THE EVENT THAT YOU ARE UNABLE TO PROVIDE EVIDENCE YOU WILL BE RESPONSIBLE FOR SHIPPING COST.

Broken Product

Please make your claim to the platform within 5 working days after the logistics information shows "Delivered" (Postponement for holiday or weekend is allowed).

The following solutions are offered for verified broken products:

(1) Slightly broken, without affecting the normal use

If the customer still wants the items, we will issue a partial refund for compensation, which is 30% less than or equal to the product price. If not, we can issue a reshipment free of charge or a full refund, if the product price is less than or equal to 15 dollars. But if it is more than 15 dollars, we will send an RL first, and issue the reshipment or full refund after receipt of the product.  

(2) Badly broken & unusable

In this case, we can directly issue a reshipment free of charge or a full refund. 

When the customer is responsible 

Repeated payment 

If the customer pays repeatedly due to website bugs or system maintenance, the platform will return the excess money after verification.

Incorrect address (Return of original items to the warehouse)

You no longer want the product: a 45% refund of the order amount will be issued while the remaining amount will be allotted for  related expenses, such as packaging, sorting, warehousing, tariff, first-way and last-way freight, processing costs of return for the overseas warehouse, etc. 

You want the product: The customer should provide the shipping fee and provide a correct address. Then, our vendors will issue a reshipment.

Non-original returns

If the customer has opened the parcel after receiving it, GoTen does not bear the shipping cost for the return and does not support freight collect. The customer should return the products on his/her own and corresponding solution

 If the items can not be found, no refund will be granted. (Customer issues)

1) The customer does not want this item for personal reasons;

(2)  The customer is not satisfied with the received product for the size or material, which matches the description of the pending order;

(3)  A wrong order has been placed due to the customer's personal mistakes while selecting and purchasing products

Solutions 

Solutions for the about issues:

You no longer want the product: a 45% refund of the order amount will be issued while the remaining amount will be allotted for  related expenses, such as packaging, sorting, warehousing, tariff, first-way and last-way freight, processing costs of return for the overseas warehouse, etc. 

You want the product: The customer should return the unwanted item, provide the shipping fee. Then, our vendors will issue a reshipment.

When the 3rd party is responsible(Shippers)

If the customer doesn't receive the parcel for the following reasons, he or she can request a reshipment or a full refund.

(1) The order is shipped, but the customer doesn't receive it and there is no update of the logistics track in the past 7 days.

(2) The tracking number is still a shipment label, which failed to be activated within 7 days. And there is no update of the logistics track in the past 7 days.