Refund and Returns Policy
We want you to feel confident when purchasing sofa furniture from Dai Xu (Hangzhou) Trading Co., Ltd. Please review our return and refund rules before requesting a return for any sofa, sofa bed, modular sofa or upholstered furniture.
Return Window
You may request a return within 30 days after the delivery date of your sofa order.
To be eligible for a return, the sofa item must be:
- Unused, undamaged and not assembled
- Free from stains, scratches, dirt, pet hair or artificial damage caused by buyer
- Returned with original foam packaging, plastic protective film, product labels and spare parts
- In complete condition suitable for secondary inspection and resale
Non-Returnable Items
The following sofa related items are not eligible for return unless they arrive damaged, defective, or incorrect due to our factory mistake:
- Custom made customized size / color / fabric sofas
- Bulk large container wholesale orders confirmed for production
- Sofas that have been assembled, cut, altered or stained by buyer
- Items without original factory packaging, labels and spare accessories
- Clearance final sale sofa models marked non-refundable
How to Start a Return
Please do not send any sofa item back without contacting our sales team first.
To request a return, email us at James20260703@outlook.com and include:
- Your unique order number
- Your full company / buyer name
- The email address used when placing the sofa order
- Full name of the sofa model you want to return
- Detailed reason for return request
- Clear photos if the sofa is damaged, defective, or wrong model delivered
Return Receiving Address
Approved returned sofas may be sent back to our warehouse address below:
Company: Dai Xu (Hangzhou) Trading Co., Ltd
Business Email: James20260703@outlook.com
Warehouse Address: Room 903-4, Building 3, Henglong Plaza, Beigan Street, Xiaoshan District, Hangzhou City, Zhejiang Province, China
Important: Please contact us and obtain return approval before sending any return package. Unauthorized returns will not be accepted or processed for refund.
Return Shipping Cost
Customers are fully responsible for all international return shipping costs, customs clearance fees and logistics expenses unless the sofa item is damaged, defective, or incorrect due to our factory production error.
We strongly recommend using a fully trackable international freight service. We take no responsibility for return packages lost or damaged during transit back to our warehouse.
Original Shipping Fee
International shipping cost is charged separately for each sofa order at checkout.
The original international shipping fee paid at checkout is generally non-refundable unless the return application is caused by our factory error, such as damaged goods, defective frame fabric, or wrong sofa model delivery.
Damaged, Defective, or Incorrect Sofa Items
Please fully inspect your sofa order right after delivery arrives. If you receive a damaged, defective, or mismatched sofa model, contact us within 7 calendar days of delivery receipt.
Contact Email: James20260703@outlook.com
Please attach clear photos of the full sofa, outer shipping packaging, shipping label, and close-up photos showing damaged / defective / incorrect parts for verification.
Refund Processing Timeline
Once our warehouse team receives and fully inspects your returned sofa goods, we will send you an official notification to inform whether your refund application is approved.
- Return goods inspection: 1–5 business days after package receipt
- Refund fund issued by our finance team: 1–3 business days after approval
- Bank / payment provider cross-border processing: 3–10 business days depending on your local payment institution
The original international shipping fee will not be included in your refund amount unless the return request is triggered by our factory error.