We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
White Hills Furniture Gift Cards are not able to be returned after purchase.
Starting a Return/Exchange
To start a return/exchange, please insert your order number and email into the Returns Center portal. If your return is accepted, we will send you a paid return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
The fastest way to ensure you get what product you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
If you accidentally are charged more than your order total, please contact customer service as soon as possible at email@example.com. We will refund you if you are wrongfully charged.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Return without Reason
When you received your package and you thought you did not like it anymore and you would like to return it, under this case, you will not get 100% refund if supplier agree with your return and refund application. You have to pay repacking & restocking fees of 25% order price - no exceptions.
Supplier will refund you when checked return items are in good condition.
Please notice suppliers are also qualified for refuse the return and refund request.
Out of Stock
When your order is out of stock, our customer service will contact you as soon as possible. They will ask whether you want to wait for the products to be restocked or exchange for another product. You are also entitled to a full refund.
Package Sent but not Received
If the estimated shipping time exceeds 10 days and you never received your products, you could contact firstname.lastname@example.org asking for after-sales return and refund service. Our suppliers will reship or issue full refund depending on your preference.
Shipping Label Created but no Updates
The situation is you get tracking number from supplier but found no movement and update when tracked in a logistics website.
If the shipping status of pre-shipment (logistic carrier awaiting for item) keeps for more than 4 business days (calculated on the basis started from the time in logistic website tracking info) and have no update, you can issue a full refund. Note: holidays do extend this waiting period by 1 day.
Package Marked Delivered but is not at Delivery Address
Please look around the general vicinity of the delivery address - if nothing is found, allow for 24 hours. On extremely rare instances, the delivery driver could update the package tracking number, but does not deliver it in a timely fashion. In this case, please contact us through our email at email@example.com explaining the situation. We will contact the delivery service that handled your package and will resolve the matter.
Received Wrong Item(s)
If you receive the wrong products, you should send photos or videos as proof to White Hills support at firstname.lastname@example.org.
If you do not wish to keep the products, the supplier will send our support team a shipping shipping label to be sent to you to send the goods back. Once the supplier receives the goods back, they will ship the correct product you ordered.
You are also eligible for a full refund. Once you return the wrong products to the supplier in good condition, they will issue the full refund. The supplier is in charge of the return shipping fees.
Partial Items Shipped
When you received your package and find that part of product is not included, you should immediately take photos to send to email@example.com. Ask the support to ship the missing item or issue a refund.
You could choose to keep the products and White Hills Furniture will issue a refund based on what you have received.
You can also return the products in good condition for a full refund. Return shipping fees is White Hills' responsibility.
Product With Quality Issues
When you received your package and find products with quality issues, you should process through our Returns Center and send photos or videos as proof.
In this case, White Hills will issue a 100% refund to you after you return the products in good condition to the supplier.
If you choose to replace the products, please return the products with the quality issues to the supplier's warehouse address first (which will be supplied to you by White Hills support through a return label). After the goods are received and inspected, the replacement product(s) will be shipped.
Product with Quality Issues
If you received a broken product, you should submit an after-sales application to our Returns Center with photos asking for after-sales service within 2 days after the package was delivered to you. Our suppliers will replace or White Hills will issue a full refund.
General Inquiries / Issues
- Please check the FAQ page for common questions asked by our customers: https://whitehillsfurniture.com/pages/faqs
- You can also send us a message in the support chat for returns/exchanges of your order, supported zones, and other inquires.
- If the FAQ or support chat options do not answer your related question, feel free to send us an email at firstname.lastname@example.org. Response times through email generally take 1-2 business days.