Returns & Refunds

A CLEAR, STEP-BY-STEP GUIDE

Returns & Refunds

At Chairena, we want you to feel comfortable with your purchase. You may request a return or exchange without giving a reason within 14 days after delivery. This page explains how to start a request, receive return instructions, and understand the refund timeline.

14-DAY WINDOW

14-Day Return and Exchange Window

You may request a return or exchange within 14 calendar days after the order is delivered.

You do not need to provide a reason when you submit a request within this 14-day period.

The return window begins after delivery, not on the date the order is placed.

Please submit your request promptly so the return instructions can be provided within the stated window.

How to Start a Return

Contact Chairena through the Contact Us page before sending any item back.

Include your order number, the email address used at checkout, and the product title.

Tell us whether you are requesting a return or an exchange. A reason is not required for a request made within the 14-day window.

Wait for the return instructions before arranging a parcel. Sending an item to an address that has not been confirmed may delay the process.

Return Address and Instructions

The return address is provided by email after the return request has been reviewed.

The return email contains the address and the instructions for sending the item back.

Do not send a return to the address printed on the original shipping label unless that address is also confirmed in the return instructions.

Keep the return shipment receipt and tracking details until the return has been received and the request has been completed.

Preparing the Item

Keep the product, included components, accessories, and instruction materials together while the return is being arranged.

Use suitable protective packaging so the item can be transported without avoidable damage.

For furniture and larger products, keep hardware and detachable parts organized so they can be identified during review.

If the item arrived damaged or incomplete, include clear photos of the item and packaging when contacting us.

Exchanges

Exchange requests must be submitted within the same 14-day period after delivery.

Tell us the product you received and the item you would like to receive instead.

An exchange is confirmed only after the replacement option has been reviewed and confirmed by email.

If the requested replacement cannot be confirmed, you may continue with a return request under this policy.

Refund Processing Time

After the returned item is received and the return is approved, Chairena processes the refund within 3–6 days.

The 3–6-day period refers to Chairena's refund processing stage. It does not represent the time required for a bank or card issuer to post the credit.

Refunds are handled through the payment route associated with the original order, subject to the payment provider's processing rules and applicable law.

A refund confirmation indicates that the refund has been issued for processing. It does not mean that the credit will appear in the account immediately.

When the Refund Appears

After a refund is issued, the payment provider, card network, or issuing bank controls the time needed to post the credit.

The credit may appear after the 3–6-day refund processing period because bank posting is a separate step.

Check the original payment account and its transaction history before contacting your bank about a missing credit.

If the refund has been issued but is not visible, contact the payment provider or card issuer with the refund confirmation details.

Return Shipping and Charges

The return address and return instructions are sent by email after the request is reviewed.

The return instructions will state the applicable return-shipping arrangement before the parcel is sent.

The $15.00 Standard delivery charge and the free-delivery threshold apply to outbound Standard delivery orders; they do not by themselves define the cost of sending a return.

Please review the return-shipping information provided for your request before handing the parcel to a carrier.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or different from what you ordered, contact us and identify the issue clearly.

Include the order number, product title, a description of the issue, and photos that show the affected area.

Keep the packaging, parts, and accessories while the issue is being reviewed.

This return policy does not limit rights or remedies that cannot be excluded under applicable consumer-protection law.

Important Return Notes

Do not send a parcel before receiving the return address and instructions by email.

Keep your order confirmation, return correspondence, and shipping receipt until the request is complete.

The 14-day return and exchange window, the 3–6-day refund processing period, and the payment provider's posting time are separate parts of the process.

For help with a request, use the Contact Us page and include the order number.

CHAIRENA

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