At SHW, we are committed to providing high-quality desks and excellent customer service. We want you to be fully satisfied with your purchase, and if for any reason you are not, we are here to help. Below are the details of our Refund and Returns Policy.
1. General Return Guidelines
- Eligibility for Returns: We accept returns within 30 days of delivery for most products. If you are not completely satisfied with your purchase, please contact us within this period to initiate a return.
- Condition of Items: To qualify for a return, the item must be in new, unused condition with all original packaging, accessories, and instructions. The product should not show any signs of wear or damage.
- Non-Returnable Items: Certain items, such as custom-made or personalized products, are non-returnable. Please ensure that your order details are correct before purchasing.
2. How to Return Your Item
- Contact Us First: Before returning any product, please reach out to us at contact@shwdesk.com to notify us of your intent to return the item. Provide your order number, a description of the issue, and any supporting photos (if applicable). This will help us process your return more efficiently.
- Return Authorization: Once your return is approved, we will provide you with a Return Authorization (RA) number and instructions on how to return the product. Please do not send the item back without this authorization, as we will not be able to process the return.
- Packaging: Please pack the item securely in its original packaging to prevent damage during return shipping. You are responsible for the cost of return shipping unless the product is defective or damaged upon arrival.
3. Refund Process
- Refund Method: Refunds will be issued to the original payment method used for the purchase once we receive and inspect the returned product.
- Processing Time: After receiving the returned product, please allow up to 5-7 business days for us to inspect the item and process the refund. Your financial institution may take additional time to reflect the refund in your account.
- Restocking Fee: If the return is due to a change of mind, a 15% restocking fee may apply. This fee is to cover the cost of inspecting and restocking the product.
4. Damaged or Defective Items
If your item arrives damaged or defective, please notify us within 7 days of delivery by emailing contact@shwdesk.com. Include a detailed description of the issue and photos of the damage or defect. In these cases, we will provide a full refund or send a replacement at no additional cost to you.
5. Exchange Policy
We currently do not offer direct exchanges. If you would like to exchange an item for a different model, size, or color, please follow the return process and place a new order for the replacement item.
6. Cancellations
- Order Cancellation: If you need to cancel your order, please contact us as soon as possible. Orders can be canceled within 24 hours of purchase. After this period, we may not be able to cancel the order, as the item may already be processed for shipping.
- Cancellation Fees: A cancellation fee may apply if the order has already been shipped.
7. Shipping Costs
- Initial Shipping Charges: Shipping charges are non-refundable unless the return is due to a mistake on our part, such as sending the wrong item or a defective product.
- Return Shipping Costs: You are responsible for the return shipping costs unless the item was damaged, defective, or incorrectly shipped. We recommend using a traceable shipping service or purchasing shipping insurance for returns, as we cannot guarantee receipt of your returned item.
8. International Returns
If you are returning a product from outside the United States, the same guidelines apply, but you will be responsible for return shipping costs and any customs duties or import taxes incurred. Please contact us in advance for further assistance with international returns.
Need Help?
If you have any questions or need assistance with a return, please don’t hesitate to contact us at:
Email: contact@shwdesk.com
Our customer service team is here to assist you Monday through Friday, 9:00 AM to 5:00 PM (EST).
Thank you for choosing SHW. We appreciate your business and are here to ensure your satisfaction with our products and service!