Refund and Return Policy

Our Commitment to Your Satisfaction

At Asia Living Furniture LLC, we believe that your satisfaction with our products is the foundation of a lasting relationship. We understand that purchasing natural stone products – whether for landscaping, decoration, or furniture – involves careful consideration and trust in your supplier. You’re not just buying materials; you’re investing in a vision for your space, and we take that responsibility seriously.

While we meticulously inspect every product before shipment and strive to ensure that your order exceeds expectations, we also recognize that sometimes situations arise where a return or refund becomes necessary. Perhaps a project scope changed, an order was placed in error, or upon delivery, the product doesn’t quite match your vision. Whatever the reason, we’re committed to handling returns and refunds fairly, transparently, and with the same care we bring to every other aspect of our business.

This policy outlines your rights and our responsibilities when it comes to returns and refunds. We encourage you to read it carefully and contact us with any questions. Our goal is to make the process as straightforward as possible while protecting both your interests and our ability to continue providing exceptional products at competitive prices.

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Contact Information for Returns and Refunds

Before initiating any return, please contact our customer service team. We’re here to help guide you through the process, answer questions, and often resolve concerns without the need for returns.

Asia Living Furniture LLC
Phone: +84905582986
Email: honglyptb@phutai.com.vn
Website: alivingf.online
Address: 5900 BALCONES DR STE 100 AUSTIN, TX 78731

Please note: Returns shipped to our address without prior authorization may be refused or subject to delays in processing. Always contact us first to obtain return authorization and specific shipping instructions.

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Satisfaction Guarantee: 30-Day Return Policy

Returns for Non-Damaged Products

We want you to be completely satisfied with your purchase from Asia Living Furniture LLC. If for any reason you’re not entirely happy with your order, you may return most products within 30 days of delivery for a refund or exchange, subject to the conditions outlined below.

Eligibility Criteria for Returns:

To qualify for a return under our satisfaction guarantee:

1. Timeframe: Returns must be initiated within 30 calendar days of the delivery date. The 30-day period begins when your order is delivered, not when it ships.

2. Condition: Products must be in their original condition, unused, and unaltered. For stone materials, this means they haven’t been installed, cut, or modified in any way. For furniture, items must not show signs of assembly, use, or wear.

3. Original Packaging: Products should be returned in their original packaging whenever possible. If original packaging is damaged or unavailable, you’re responsible for providing adequate packaging to prevent damage during return shipping.

4. Prior Authorization: All returns require prior authorization from our customer service team. Unauthorized returns may be refused or subject to restocking fees.

5. Proof of Purchase: A copy of your order confirmation, invoice, or other proof of purchase must accompany the return.

Non-Returnable Items:

Due to their nature and the challenges of restocking, certain categories of products are not eligible for return under our satisfaction guarantee:

• Custom Orders: Any products specially ordered, custom-cut, or fabricated to your specifications cannot be returned unless defective.

• Clearance Items: Products purchased as “final sale,” clearance, or discontinued items are not eligible for return.

• Special Orders: Products ordered specifically for you from our suppliers that are not regularly stocked items.

• Damaged or Altered Products: Items that have been damaged after delivery or altered in any way cannot be returned for refund under this policy (though they may be covered under our damage policy if damaged during shipping).

Return Shipping Costs:

For returns initiated under our satisfaction guarantee (non-damaged, non-defective products):

• Customer Responsibility: You are responsible for all return shipping costs, including packaging, shipping fees, and insurance.

• No Refund of Original Shipping: Original shipping charges paid on your order are non-refundable for satisfaction returns.

• Restocking Fee: A restocking fee of 20% of the product price may apply to returned items to cover the costs of inspection, repackaging, and restocking. This fee will be deducted from your refund amount.

We recommend using a trackable shipping method and purchasing shipping insurance for returns, as we cannot be responsible for items lost or damaged during return transit.

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Damaged or Defective Products: Our Promise

What to Do If Your Order Arrives Damaged

While we take extraordinary care in packaging and shipping our products, natural stone is heavy and transit can sometimes be unpredictable. If your order arrives damaged or you discover a defect in a product, we’re committed to making it right as quickly as possible.

Immediate Inspection Upon Delivery:

We strongly recommend inspecting your order immediately upon delivery. For large deliveries, this may not always be possible, but prompt inspection helps us address issues quickly.

Visible Damage:

If you can see damage to the packaging or products at the time of delivery:

1. Note the damage on the delivery receipt before signing

2. Take photographs of the damaged packaging and products

3. Accept the delivery (refusing delivery can complicate the claims process)

4. Contact us immediately at +84905582986 or honglyptb@phutai.com.vn

Concealed Damage:

If damage isn’t apparent until you unpack your order:

1. Stop unpacking and document the condition

2. Take clear photographs showing the damage and packaging

3. Contact us within 48 hours of discovery

4. Retain all packaging materials for potential inspection

Our Resolution Process for Damaged/Defective Products:

Once you report damage or defects, we’ll work with you to determine the best resolution:

Replacement: In most cases, we’ll arrange to ship replacement products for damaged or defective items at no cost to you. We’ll coordinate the return of damaged items if necessary.

Refund: If replacement isn’t feasible or preferred, we’ll issue a full refund including original shipping costs for the damaged or defective items.

Partial Refund: For minor damage that doesn’t affect usability, we may offer a partial refund if you wish to keep the item.

Processing Time: We aim to resolve damage claims within 2-3 business days of receiving complete documentation. Refunds are processed through your original payment method via Stripe and typically appear within 5-10 business days depending on your financial institution.

Important Note on Damage Claims:

To process damage claims with our shipping partners, we require:

• Clear photographs showing the damage

• Photographs of the packaging

• Your order number

• Description of the damage

Without this documentation, we may be unable to process your claim. Please provide as much information as possible to help us resolve your issue quickly.

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Incorrect Orders: We Made a Mistake

What Happens When We Ship the Wrong Items

While we maintain rigorous quality control and order verification processes, human error can occasionally occur. If you receive products that don’t match your order – wrong items, incorrect quantities, or different specifications – we’ll make it right at no cost to you.

If You Receive an Incorrect Order:

1. Contact us immediately at +84905582986 or honglyptb@phutai.com.vn

2. Provide your order number and describe what you received versus what you expected

3. Include photographs if helpful for identification

Our Commitment:

When we’ve made an error:

• We’ll arrange for return shipping of incorrect items at our expense

• We’ll ship the correct items promptly, with expedited shipping if appropriate

• We’ll cover all costs associated with correcting the error

• We’ll issue refunds for any price differences if the incorrect items were of lesser value

Timeline:

We prioritize correcting our mistakes immediately. Most incorrect order issues are resolved within 1-2 business days of notification, with replacement items shipping as quickly as possible.

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Cancellation Policy

Changing Your Mind Before Shipment

We understand that project plans can change. If you need to cancel an order after placing it but before it has shipped, here’s what to expect:

Cancellations Before Shipping:

If your order hasn’t yet been processed for shipping:

• Full refund of all charges, including any shipping fees paid

• Refund processed through your original payment method

• Typically completed within 3-5 business days

Cancellations After Shipping:

Once an order has shipped, it cannot be canceled. However, you may initiate a return under our satisfaction guarantee once the order is delivered, subject to the terms outlined in that section.

Special Order Cancellations:

Orders placed for products that are specially sourced or fabricated for you may be subject to different cancellation terms. If you need to cancel a special order, contact us immediately – we’ll work with you to minimize any costs, but cancellation fees may apply if work has already begun or materials have been sourced.

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Refund Processing: How and When You’ll Be Paid

Our Commitment to Prompt Refunds

When a refund is due – whether for returns, damage, cancellations, or other reasons – we process it promptly through your original payment method. Here’s what you need to know about refund timing and processing.

Refund Method:

All refunds are issued to the original payment method used for purchase:

• Credit card refunds go back to the same card

• Debit card refunds return to the associated account

• Apple Pay/Google Pay refunds process through the underlying card

• We cannot issue refunds to different payment methods

Refund Timeline:

Our part of the refund process is immediate – we initiate the refund through Stripe as soon as it’s approved. However, the time it takes for funds to appear in your account depends on several factors:

• Credit Cards: 5-10 business days, depending on your card issuer’s processing times

• Debit Cards: 3-7 business days, though some banks may take longer

• International Cards: May take additional time due to cross-border processing

• Peak Periods: During holidays or high-volume times, financial institutions may experience delays

What You’ll Receive:

When your refund is processed:

• You’ll receive an email confirmation from us

• The refund will appear on your credit card statement with reference to Asia Living Furniture LLC

• For partial refunds, the confirmation will specify the refunded amount

Tracking Your Refund:

If you haven’t received your refund within the expected timeframe:

1. Check your original payment method for the credit

2. Contact your card issuer – they may have received the refund but not yet posted it

3. Contact us with your order number and refund approval date, and we’ll investigate

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Exchanges

Getting the Right Products for Your Project

If you need to exchange a product for a different size, color, or type, we’re happy to help. Exchanges are processed similarly to returns, with a few important distinctions.

Exchange Process:

1. Contact us to initiate an exchange request

2. Return the original product following our return guidelines (satisfaction return terms apply)

3. Once we receive and inspect the returned item, we’ll process your exchange order

4. You’ll pay any price difference if the new item costs more

5. If the new item costs less, we’ll refund the difference

Expedited Exchanges:

If you need the new product quickly and don’t want to wait for the return to be processed, we can:

• Process a new order for the desired item at current pricing

• Issue a refund for the original item once it’s returned

• This allows you to receive the correct products faster while still completing the exchange

Shipping Costs for Exchanges:

• You’re responsible for return shipping of the original item

• You’re responsible for shipping costs on the exchange item

• If the exchange is due to our error (wrong item shipped, defective product), we cover all shipping costs

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International Returns

Special Considerations for Customers Outside the U.S.

For our valued international customers, returns involve additional considerations due to customs, shipping costs, and logistical complexity.

International Return Eligibility:

International orders are eligible for returns under the same general terms as domestic orders, with these additional considerations:

Return Shipping Costs: International return shipping is significantly more expensive than domestic returns. These costs are the customer’s responsibility for satisfaction returns, and we strongly recommend obtaining shipping quotes before initiating a return.

Customs and Duties: Import duties, taxes, and customs fees paid on international orders are generally not refundable. You may need to work with your local customs authority regarding any refund of duties paid.

Documentation: International returns require complete customs documentation. We’ll provide any necessary paperwork, but you’re responsible for ensuring proper customs declaration.

Processing Time: International returns take longer to process due to shipping times and customs clearance. Please allow additional time for your return to reach us and be processed.

Recommendation for International Customers:

Given the complexity and cost of international returns, we strongly recommend:

• Carefully reviewing product specifications before ordering

• Requesting additional photos or information if uncertain

• Contacting us with questions before placing your order

• Considering sample orders for large or critical projects

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Return Shipping Guidelines

How to Return Products Safely

When returning products to us, proper packaging is essential to ensure they arrive in good condition and your refund isn’t delayed by damage during return transit.

Packaging Requirements:

• Use the original packaging whenever possible

• If original packaging is unavailable, use sturdy boxes appropriate for the weight of the items

• Provide adequate cushioning to prevent movement and impact during transit

• Seal packages securely with strong packing tape

• Remove or cover old shipping labels to prevent misrouting

For Heavy Items:

Stone products are heavy. When shipping returns:

• Use boxes rated for the weight you’re shipping

• Consider palletizing very heavy items

• Ensure weight is evenly distributed

• Clearly label packages as heavy

Shipping Method:

• Use a trackable shipping method (UPS, FedEx, USPS with tracking)

• Purchase insurance for the full value of the shipment

• Keep your tracking number and proof of shipping

• We cannot be responsible for items lost or damaged during return transit

Return Address:

Send returns to:
Asia Living Furniture LLC
Returns Department
5900 BALCONES DR STE 100
AUSTIN, TX 78731

Include your return authorization number (provided when you contact us) clearly on the outside of the package.

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Restocking Fees Explained

Why Restocking Fees Apply to Some Returns

For returns of non-damaged, non-defective products, we may apply a restocking fee. We want to be transparent about why this fee exists and how it’s calculated.

Purpose of Restocking Fees:

When you return a product in sellable condition, we incur costs:

• Inspection to ensure the product meets quality standards for resale

• Repackaging with fresh materials as needed

• Restocking into inventory

• Administrative processing

• Potential loss of value if the product can only be sold as “open box”

The restocking fee helps cover these costs, allowing us to maintain competitive pricing on all products rather than building return costs into everyone’s prices.

Restocking Fee Amount:

• Standard Returns: 20% of the product price

• Special Circumstances: In some cases, we may waive or reduce restocking fees at our discretion

When Restocking Fees Don’t Apply:

No restocking fees are charged for:

• Damaged or defective products

• Incorrect items shipped due to our error

• Returns initiated because of our mistake

• Orders canceled before shipping

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Return Status and Updates

Staying Informed Throughout the Process

We believe in keeping you informed as your return progresses through our system.

What to Expect:

1. Return Authorization: When you contact us, we’ll provide a return authorization number and specific instructions

2. Shipping Confirmation: We recommend you track your return shipment to confirm delivery to our facility

3. Receipt Confirmation: Once your return arrives, we’ll send an email confirming receipt

4. Inspection Complete: After inspection, we’ll notify you of the results and any actions needed

5. Refund Processed: When your refund is issued, you’ll receive confirmation

Checking Return Status:

If you haven’t received updates or have questions about your return status:

• Email us at honglyptb@phutai.com.vn with your order number and return authorization number

• Call +84905582986 and reference your return

• Allow 2-3 business days after delivery for processing before inquiring

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Exceptions and Special Circumstances

We’re Here to Work With You

While this policy provides clear guidelines for most situations, we recognize that every customer and every project is unique. We’re committed to working with you to find fair solutions when circumstances don’t fit neatly into policy categories.

Examples of Special Circumstances:

• Large commercial orders with unique requirements

• Projects where timing is critical

• Situations involving multiple products with complex issues

• Customer circumstances that warrant flexibility

How We Handle Exceptions:

When standard policy doesn’t quite fit your situation:

• We’ll listen carefully to understand your needs

• We’ll explain what we can and cannot do, and why

• We’ll work to find creative solutions that are fair to all parties

• We’ll document any agreements clearly to avoid misunderstandings

Our Philosophy:

We’d rather find a way to make a customer happy than rigidly enforce policies that create dissatisfaction. At the same time, we must operate sustainably to continue serving all our customers well. This balance guides our approach to exceptions and special circumstances.

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Fraud Prevention

Protecting Our Customers and Our Business

Return and refund policies can sometimes be exploited by bad actors. We’ve designed our processes to protect legitimate customers while identifying and preventing fraudulent activity.

Verification Steps:

We may verify:

• That returns originated from the original shipping address

• That products being returned were actually purchased from us

• That return requests follow reasonable patterns

• That identification matches order information

Consequences of Fraud:

Attempting to defraud us through false damage claims, returning items not purchased from us, or other deceptive practices may result in:

• Denial of the return or refund

• Permanent account closure

• Reporting to relevant authorities

• Legal action in appropriate cases

Protecting Yourself:

To avoid being mistaken for fraudulent activity:

• Use the same contact information consistently

• Respond promptly to verification requests

• Provide clear documentation for claims

• Contact us directly if you encounter any issues

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Policy Updates

Staying Current With Our Practices

We may update this Refund and Return Policy from time to time to reflect changes in our practices, legal requirements, or industry standards.

How We Communicate Changes:

• The current policy will always be available on our website at alivingf.online/refund-policy

• The “Last Updated” date at the bottom of the policy shows when changes were made

• For significant changes, we may provide additional notice through email or website announcements

Applicable Policy:

Returns are governed by the policy in effect at the time of your purchase. We will not retroactively apply policy changes that would reduce your rights.

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Questions and Assistance

We’re Here to Help

We understand that policies can sometimes be complex, and you may have questions about how they apply to your specific situation. Our customer service team is ready to provide clarification and assistance.

Before You Return:

If you’re considering a return, we encourage you to contact us first. Often, we can:

• Answer questions that might resolve your concerns

• Provide additional product information that might change your decision

• Discuss alternatives to returns, such as exchanges or credit for future purchases

• Explain the return process clearly so you know what to expect

Contact Information:

Phone: +84905582986
Email: honglyptb@phutai.com.vn
Website: alivingf.online
Visit: 5900 BALCONES DR STE 100 AUSTIN, TX 78731

Our team is available during regular business hours to assist with returns, answer questions, and help ensure your experience with Asia Living Furniture LLC is positive from start to finish.

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Summary: Key Points at a Glance

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Asia Living Furniture LLC – Where Natural Artistry Meets Modern Living