Overview
It’s important to find the perfect piece of furniture for your home, so we completely understand if you want to change your furniture for something more suitable for your space. Simply write in to us at wilfred@wilstef.co with our order number and the items to exchange.
Our refund and returns policy lasts 30 days. If 30 days have passed since receiving your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Kindly note only items with original packaging in brand new condition will be accepted for exchange. To discourage customers from abusing our return and exchange policy, we charge 20% return fee for every item that we have recollected after it has went out for delivery, including items that comes back for an exchange. It’s also important for us to be sustainable while constantly striving to bring even more convenience and value to our customers.
Defective Order
We’re so sorry the item did not reach you in good condition! We are happy to arrange for a prompt replacement or repair. Simply request for a replacement or repair by filling in our Online Return Form, or write in to wilfred@wilstef.co to follow up with you directly.
The following condition are NOT eligible for return:
- “As-Is” or “Sale” items
- Self-assembly items
- Items that have been removed from their original packaging
- Damaged items resulting from misuse, abuse, normal wear & tear
- Products damaged after receipt of delivery
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
As shipping is a hard cost we incur, please note that all delivery costs (where applicable) are non-refundable, and there is a return fee at 20% of the price you paid for the item.
As such, you will be refunded the following amount:
Refunded Amount = Final Paid Price – Delivery Fee – Pick-up Fee – (20% of Final Paid Price)
While some companies build in return fees into their prices, we charge only when you return. This way, customers are not paying a returns or shipping buffer.
Once approved, then your refund will be processed and you will receive an email confirmation, a credit will automatically be applied to your credit card or original method of payment, within 12-14 business days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at wilfred@wilstef.co.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need addtional help?
Contact us at wilfred@wilstef.com for any customer service related queries.