Returns & Warranties

If you are unsatisfied with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email support@alivinghome at first.

 

Return & Exchange Conditions

  • Items returned without authorization will not be accepted.
  • Items must be returned within 30 days after you receive them.
  • All items must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  • When returning or exchanging items, customers must use a shipping method providing tracking information.

Non-returnable items

  • Clearance items.
  • Customized items.
  • Items marked as "Non-Returnable" on the product page
  • Assembled or disassembled products
  • Items without original packaging (including serious damage to the original packaging)

 

Kindly note that any unauthorized returns will not be eligible for a refund and will be rejected upon delivery to our returns center.

Important Information Before Initiating a  Return:

  • Please refrain from disposing of any original packaging, wrapping materials you received.
  • Ensure that you package the item in the same manner as it arrived to meet the carrier's requirements.
  • Provide at least one full-view picture of the product and the outer box, along with a picture of the internal packing, so we can assess its condition and eligibility for return.
  • You will be responsible for covering the return shipping costs if there are no quality issues involved.
  • Prepaid return label(s) may be provided for returns in certain regions. The return shipping fee will be deducted once the item is returned. If we cannot provide a prepaid return shipping label, you will need to arrange the return yourself.
  • Any items returned without communication will not qualify for a refund and will be rejected upon delivery to our returns center.
  • Please note that it is not possible to drop off a return item at our warehouses personally.

We appreciate your cooperation and understanding.

General Return Process

  • Initiate a return: Please email us at support@alivinghome.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 24-48 hours.
  • Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
  • Refund or exchange: when we receive your return/exchange, we will inspect the item in 48 hours and then provide a replacement for an exchange or issue a refund.

Note: Please do not return any orders for uncommunicated reasons.

Return Charge

  • If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you include the return freight.
  • If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the return freight.
  • No restocking fee to be charged to the consumers for the return of a product.

Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 48 hours
  • If you haven’t received the refund within 48 hours, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@alivinghome.com.

Please Note: we do not refund our original shipping cost.

Order Cancellations

  • We can cancel the order for you if you contact us in time after your purchase.If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
  • Orders can't be canceled once the parcel is shipped out.

Why Keep the Original Packaging?

The nature of our products, whether large furniture or smaller items, often places them in the heavy or delicate categories. Our packaging is custom-made for each individual item, rigorously tested to withstand various transportation incidents. Self-packaged items by customers run a high risk of damage due to flimsy materials or improper techniques during transit. This is why we typically require returns to include their complete original packaging. In doing so, we minimize potential wasted efforts and safeguard the customer's interests

What Should I Do if I Received a Damaged Item？

We strive to ensure that every order arrives safely and securely. Despite our thorough quality checks, there are occasional instances where products may arrive damaged.

If your product does not arrive in perfect condition, we recommend reporting the receipt of a damaged product to Customer Service within 48 hours of delivery. Please refrain from discarding the damaged item and its packaging. Once the damaged issue is confirmed, our dedicated Customer Care Team is ready to address the matter and provide guidance on the best solution, which may include options for a refund, replacement, or repair.

Missing Items or Parts

Your Order Hasn't Arrived Yet: In order to provide our customers with the best delivery service possible, we have multiple warehouses across several states. If the warehouse nearest to you is out of stock, we may arrange shipment from another warehouse. Therefore, it's possible that each package may arrive at different times. Additionally, due to the size of some products, we will split the shipment into multiple packages. If you haven't received all of your products, it may be because some are still in transit. You can check the tracking information provided to see if all packages have been delivered.

Reporting Missing Products: Please contact customer service within 48 hours and provide your order information, product details, pictures of the items you received, and information about the missing products. We will arrange for re-shipment or initiate the necessary return and refund procedures according to your requirements.

Missing Parts of An Item

If you have carefully compared the contents with the parts list, unwrapped all items, and inspected each box to ensure nothing is misplaced, please reach out to our customer service team. Make sure to include a copy of your original order confirmation, specify the part(s) and quantity of the item(s) in question, and provide clear pictures or video evidence showing everything you have received.  We will arrange for a re-shipment of the product for you or proceed with a refund or return according to your preferences.

 Warranties

We stand by our furniture with a one-year warranty that covers defects in materials and workmanship, starting on the date of delivery. If you experience issues with your Aliving Home piece, please let our team know. We will organize replacement parts, repairs, and, in necessary cases, complete replacements.

Please note that our warranties are non-transferable, and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and exhibit normal use.

Defects or damage resulting from the following are not covered by Aliving Home’s one-year warranty:

  • Negligence
  • Misuse
  • Accidents
  • Abnormal use
  • Modifications
  • Commercial purposes
  • Pets
  • Inproper Cleaning

Should you have any questions about the Return & Refund Policy, please contact us: 

E-mail: support@alivinghome.com

Service Call:

+1 657-242-1160

Customer Service Phone Hours:

8:00am - 5:00pm PST

Business Address-USA：
2108 N ST Ste N,Sacramento, California, 95816, United States

Business Address-China Branch:
Building D, Room 3732, No. 12 Yushun Road, Daxing District, Beijing, China (Beijing) Pilot Free Trade Zone, High-End Industry Area