Returns & Refund Policy

We are committed to providing a transparent, fair, and customer-friendly shopping experience in compliance with U.S. e-commerce standards and Google Merchant Center (GMC) policies. This policy explains how cancellations, returns, and refunds are handled for all furniture purchases made through our online store.

Order Cancellation Before Shipping

Regardless of the reason for cancellation, if your order has not yet been processed or shipped, we fully understand your situation and provide unconditional support for cancellation. In such cases, you will receive a 100% full refund with no cancellation fees. Once the cancellation request is approved, the refund will be processed according to the refund timeline described below.

Returns and Exchanges Within the Authorized Period

For home furniture purchases, customers may request a return or exchange within 30 days of receiving the product, provided that the return conditions are met. Eligible customers may request a refund or product exchange depending on their preference and product availability.

Defective Products or Order Errors

If the product you receive is damaged (for example, cracks in wooden furniture that affect normal use), or if we make an error in your order (such as sending the wrong model, color, or size), you are eligible to request a full or partial refund, or an exchange, depending on the specific situation. We will evaluate each case carefully to ensure a fair resolution.

Return Conditions

To ensure eligibility for a return or exchange, the following conditions must be met:

The product must be in new and unused condition, with no signs of wear, stains, or damage.

Original packaging is strongly recommended to protect the product during return shipping. If the original packaging is not available, the customer must ensure the product is securely and properly packaged.

All accessories, user manuals, warranty cards, and related items must be included in the return package.

All product tags and labels must remain intact and not be removed or damaged.

Return or Refund Request Procedure

Initial Request

Customers should preferably contact us via email, providing their order number (essential for identification) and a clear description of the reason for the request (such as dissatisfaction with design, mismatch with home decor style, or quality concerns). Detailed information helps our support team process your request more efficiently.

Alternatively, customers may contact our customer service team by phone, where our representatives will guide you through the required steps.

System Verification

Once your request is received via email or phone, our service and verification team will carefully review it. This process includes:

Verifying the authenticity of the order by cross-checking system records and payment data.

Confirming the purchase date to ensure it falls within the eligible return or refund period.

Evaluating whether the product meets return conditions, including product condition and reported defects.

Return Shipment (If Approved)

If your request is approved, we will notify you via email or phone and provide the return address. In this case, customers must:

Pack the product securely using protective materials to prevent any damage during transportation.

Include a return/exchange form with the order number, product details, and reason for the request.

Use a trackable shipping service to monitor the return shipment status.

Each package includes a return label. Customers are encouraged to use the provided return label to complete the return or exchange process. If the return label is lost or unavailable, customers should contact our customer service team for assistance.

Refund Processing

After the returned product is received, our team will inspect it to ensure it meets the return requirements. Once approved, the refund will be issued to the original payment method used during purchase.

Refund Method and Timeline

Processing Time: Refunds are typically processed within 5 business days after approval.

Refund Method: All refunds will be issued to the original payment method to ensure secure and traceable transactions.

Cost Responsibility Policy

Customer-Initiated Returns: For returns requested due to personal reasons (such as change of mind or personal preference), customers are responsible for return shipping costs. It is recommended to use a trackable shipping service and retain the receipt.

Store Error or Manufacturing Defect: If the return is due to our error or a confirmed product defect, we will cover all return shipping costs and provide either a full refund or a free replacement. The return label provided will cover eligible shipping expenses under these conditions.

Customer Damage or Non-Compliance: If the product is damaged by the customer, missing original packaging, or does not meet resale conditions, returns or exchanges will not be accepted.

Contact and Assistance

If you have any questions or need assistance regarding cancellations, returns, or refunds, please feel free to contact our customer service team through the available channels.

Phone: +1 (260) 449-9078
Email: assist@cleannestch.com
Address: 4350 Logan Ave N, Minneapolis, MN 55412, United States
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central Time, USA)