Refund policy
Return & Refund Policy
Thank you for choosing ReleFree.
We want you to be satisfied with your purchase. To protect our customers and ensure product quality and safe delivery, please read the following Return & Refund Policy carefully before placing your order.
1. Order Modification & Cancellation
If you need to modify or cancel your order, please contact our customer service team within 24 hours of placing your order and provide your order number.
To qualify for order cancellation, both of the following conditions must be met:
The cancellation request must be submitted within 24 hours of placing the order.
The order must not have been shipped or handed over to the shipping carrier.
If your cancellation request meets both conditions, we will issue a full refund.
Important Notice:
Once an order has been shipped, it can no longer be canceled. If you need assistance with an order that has already been shipped, please contact our customer service team and follow the applicable procedures outlined in this policy.
2. Return Eligibility
ReleFree sofas are shipped using specialized compressed packaging. Once the packaging is opened, the product gradually expands and cannot be restored to its original compressed condition. Therefore, we cannot accept returns for reasons unrelated to product quality once the original compressed packaging has been opened.
For non-defective returns, the following conditions must all be met:
The return request must be submitted within 30 days of delivery.
The product must be in brand-new condition, unopened, and unused.
The original sealed packaging must remain intact and unopened.
The product, accessories, labels, and all original packaging materials must be complete.
The return must be approved in advance by the ReleFree customer service team.
Important Notes:
Once the compressed sofa packaging has been opened, the product begins to expand. Therefore, we do not accept returns for reasons such as personal preference, color, size, seating comfort, or a change of mind after the packaging has been opened.
Products that have been unboxed, expanded, assembled, or used are not eligible for standard returns.
Products returned without prior authorization from ReleFree will not be eligible for a refund and may be refused at our return center.
These standard return restrictions do not apply to product defects, shipping damage, or incorrect items that require resolution under applicable laws.
3. Non-Returnable Items
The following items are not eligible for standard returns due to personal preference or change of mind:
Clearance or promotional items.
Custom-made products or items specially manufactured according to customer requirements.
Products explicitly marked as non-returnable on their product pages.
Compressed sofas with opened original packaging.
Products that have expanded, been assembled, used, or disassembled.
Products with missing original packaging, severely damaged packaging, or packaging that no longer meets safe return shipping requirements.
These restrictions do not affect customers' rights regarding product defects, quality issues, or other consumer protections under applicable laws.
4. Damaged, Defective & Incorrect Items
At ReleFree, we inspect our products before shipment and take appropriate packaging precautions. However, if you receive an item that is damaged, defective, missing parts, or incorrect, please contact our customer service team promptly.
We recommend inspecting your products within 48 hours of delivery. If you notice any damage, malfunction, missing parts, or incorrect items, please contact us as soon as possible and provide relevant photos or videos so we can investigate and resolve the issue promptly.
Please submit your product issue report within 30 days of delivery. Claims submitted after this period may be affected, and we will review them on a case-by-case basis.
Please provide the following information:
Your original order confirmation.
The product name, SKU, and quantity affected.
A detailed description of the issue.
Clear photos or videos showing the problem.
For shipping damage, photos of both the outer and inner packaging.
4.1 Shipping Damage
If your product is damaged during transit, please contact us as soon as possible.
Keep the damaged product and all original packaging materials.
Take photos or videos showing the damaged areas, outer packaging, and inner packaging.
Do not dispose of the damaged product or packaging materials.
If a carrier inspection or pickup is required, please cooperate with the necessary arrangements.
Once the shipping damage has been verified, ReleFree will provide an appropriate solution based on the circumstances, which may include repair, replacement parts, product replacement, or a refund.
4.2 Product Defects
If your product has manufacturing defects, functional issues, or other quality-related problems, please provide a detailed description of the issue along with relevant photos or videos.
After verification, ReleFree will offer an appropriate solution based on the nature of the issue, which may include repair, replacement parts, a replacement product, or a refund.
Customers should not arrange third-party repairs without prior authorization from ReleFree. ReleFree will not reimburse repair expenses that have not been approved in advance.
4.3 Missing Items or Parts
If your order is missing an item, accessory, or product component, please provide your order confirmation, the name and quantity of the missing items or parts, and photos or videos of the items you received.
Some orders may be shipped from different warehouses due to inventory availability or logistics arrangements. Please check the tracking information for all packages before reporting missing items.
Once the missing items or parts have been verified, we will arrange to ship the missing components or provide another appropriate solution.
4.4 Incorrect Items Received
If you receive an item that does not match your order, please contact us and provide:
Your original order confirmation.
The actual product name and SKU received.
The quantity of incorrect items.
Clear photos showing the incorrect product.
Once we confirm that the error was caused by ReleFree, we will cover the applicable return shipping costs and arrange either a replacement with the correct item or a full refund.
5. Return Shipping Costs & Related Fees
Return shipping costs are determined based on the reason for the return.
Returns Due to Personal Reasons:
If a return meets our return eligibility requirements but is not due to a product defect or an error caused by ReleFree, the customer is responsible for the actual return shipping costs.
Returns Due to Product Defects or Shipping Errors:
If the issue is verified to be caused by a product defect, shipping damage, or an incorrect item shipped by ReleFree, we will cover the applicable return shipping or replacement delivery costs.
Additional Fee Information:
Prepaid return shipping labels may be available in certain areas. If provided, the applicable return shipping costs will be deducted from your refund.
If a prepaid return label is not available, customers must arrange return shipping according to the instructions provided by ReleFree.
Additional services included in the original order, such as in-home delivery, room-of-choice delivery, and white-glove delivery, are non-refundable for standard returns due to personal reasons.
Please do not arrange return shipping without first receiving confirmation from our customer service team.
6. Undeliverable or Refused Packages
If an order cannot be delivered due to an incorrect or invalid address provided by the customer, an unjustified refusal of delivery, or failure to cooperate with agreed delivery arrangements, the customer may be responsible for the actual additional costs incurred, including reshipping, return shipping, or other related handling fees.
If delivery fails due to product damage, carrier-related issues, or circumstances caused by ReleFree, we will assist in resolving the issue based on the specific circumstances and will not unfairly transfer the resulting costs or responsibility to the customer.
If your package cannot be delivered, please contact our customer service team promptly so we can help arrange the next steps.
7. Refunds
Once your returned item arrives at our designated return center, we will inspect the product and notify you of the return review results by email.
If your refund is approved:
We will process your refund within 2–3 business days after receiving and inspecting the returned item.
The refund will be issued to your original payment account or payment method.
The actual time it takes for the refund to appear in your account depends on your bank, credit card issuer, or payment service provider.
For verified product defects, shipping damage, or incorrect items caused by ReleFree, customers will not be responsible for the applicable return shipping costs or restocking fees.
For returns due to personal reasons, applicable return shipping costs and other relevant fees will be deducted from the refund as appropriate.
Please note that refund processing time may differ from the time required for your bank or payment provider to credit the funds to your account.
8. Contact Us
If you have any questions about order cancellations, returns, damaged products, or refunds, please visit our Contact Us page to get in touch with our customer service team.
To help us assist you more efficiently, please include your order number and any relevant photos or videos when contacting us.
Thank you for choosing ReleFree. We appreciate your understanding and support.