Return & Exchange Policy
We want you to feel confident when shopping with Chartustriable. Please review the policy below before submitting a return or exchange request.
Policy Overview
Eligible products purchased directly from the Chartustriable official website may be returned or exchanged within 30 days of delivery, subject to the conditions below.
This policy applies only to the original purchaser and to eligible products delivered within the U.S. mainland.
Return & Exchange Scenarios
1. Damaged on Arrival or Defective Product
What to do after delivery
Please inspect your order and its outer packaging as soon as it arrives. If you notice visible transit damage at delivery, you may refuse the shipment and note “Damaged upon arrival” on the carrier’s delivery record.
If you discover transit damage or a manufacturing defect after accepting delivery, please contact us within 7 days of delivery.
Please provide the following:
- Your order number and valid proof of purchase;
- A brief description of the issue;
- Clear full-view and close-up photos or videos of the damaged or defective area;
- Photos of the outer packaging and all shipping labels.
How we will resolve the issue
After reviewing the information, Chartustriable will determine the most appropriate solution based on the nature of the issue. The solution may include replacement parts, repair, reshipment, exchange, return, or refund.
Cost responsibility
If the issue is confirmed to be a manufacturing defect or transit damage, Chartustriable will cover the reasonable costs required to resolve the issue, including approved repair, reshipment, return shipping, or pickup costs.
2. Incorrect Item, Missing Item, or Missing Parts
What to do after delivery
If you received an incorrect item, an item is missing, or parts/accessories are missing, please contact us within 7 days of delivery and retain all original packaging.
Please provide the following:
- Your order number and valid proof of purchase;
- A brief description of the incorrect or missing item or part;
- For an incorrect item: photos of the item received, outer packaging, and all shipping labels;
- For a missing item or part: photos of all items and components received, the outer packaging, and all shipping labels.
How we will resolve the issue
After verification, Chartustriable will provide the most appropriate solution, which may include sending the correct item or replacement parts, arranging an exchange, accepting a return, or issuing a refund.
Cost responsibility
If the issue is confirmed to be caused by Chartustriable or our fulfillment process, Chartustriable will cover the reasonable costs related to replacement, reshipment, return shipping, or pickup.
3. Change of Mind or Other Personal Reasons
This category includes returns or exchanges due to personal preference, such as selecting the wrong size, color, style, or model, or simply changing your mind.
Request period
You must submit your request within 30 days of delivery.
Eligibility requirements
The item must meet all of the following conditions:
- Brand new, unused, unassembled, unmodified, and not disassembled;
- Free from scratches, stains, drilled holes, damage, or other signs of use;
- Complete with all original labels, hardware, accessories, manuals, and included items;
- Returned in its original factory packaging and internal protective materials whenever possible.
The following items are not eligible for return or exchange for personal reasons:
- Customized or personalized products;
- Clearance, Final Sale, or sample products;
- Products marked “Non-returnable” on the product page;
- Products that have been used, assembled, modified, damaged, or altered;
- Separately purchased accessories;
- Products delivered outside the U.S. mainland.
Required materials
- Your order number and valid proof of purchase;
- A brief reason for the return or exchange;
- Clear photos of the item;
- Photos of the item packed in its original packaging before and after sealing;
- Clear photos of all shipping labels.
Fees and deductions
| Item | Customer Responsibility |
|---|---|
| Restocking Fee | 20% of the item’s original purchase price |
| Repackaging Fee | $59 if the original factory packaging or internal protective materials are missing, damaged, or unsuitable for safe return transport |
| Return Shipping / Pickup | Any applicable charge stated in the approved return authorization |
| Original Delivery Charges | Non-refundable, including expedited-shipping charges |
After the returned item is received and passes inspection, Chartustriable will process the applicable refund or exchange.
How to Request a Return or Exchange
- Contact us. Email support@chartustriable.com with your order number and relevant supporting materials.
- Wait for review. We will review your request within 24–48 business hours and provide the applicable solution, packaging requirements, return instructions, and any fees.
- Follow the approved instructions. Do not return or ship an item without written authorization from Chartustriable.
- Return the item on time. Once approved, please ship the item or cooperate with the scheduled pickup within 7 days.
- Inspection and resolution. Once the item arrives at our designated warehouse, we will inspect it to confirm eligibility and process the applicable refund or exchange.
Exchange Rules
- Eligible non-customized cabinet products may be exchanged once within 30 days of delivery.
- For confirmed damage, defects, incorrect items, missing items, or missing parts, Chartustriable will cover the reasonable exchange-related costs.
- For exchanges requested for personal reasons, the conditions and fees under “Change of Mind or Other Personal Reasons” apply.
- Additional exchange requests will be handled as standard returns.
- Accessories are not eligible for exchange unless they were incorrect, damaged, defective, or missing from the original order.
Refund Method and Timing
Once a returned item has been received and approved after inspection, Chartustriable will issue the refund to the original payment method within 48 hours.
The time for the refund to appear in your account depends on your bank or payment provider and may take up to 14 business days.
Additional Terms
- Chartustriable reserves the right to determine whether a return or exchange request meets the requirements of this policy based on the condition of the item and the supporting documentation provided.
- False claims, intentional damage, or misuse may result in the refusal of a return, exchange, refund, or warranty claim.
- If this policy conflicts with a product page or separately stated warranty terms, the applicable product-page or warranty terms will govern.
For assistance, please contact support@chartustriable.com.
