Refund and Return Policy

Effective Date: December 14, 2024

At Flextonali, we are dedicated to ensuring your complete satisfaction with every purchase of our luxury furniture. This comprehensive Refund and Return Policy is designed to provide clarity and transparency in our process for handling returns and refunds. We are committed to assisting you if you are not entirely satisfied with your purchase. Please review this policy carefully to understand your rights and obligations. Our aim is to make the return process as seamless as possible for you.

Eligibility for Returns:

  • Timeframe: You have 30 calendar days from the date of delivery to initiate a return for a refund or exchange. Returns requested after this timeframe may not be accepted. It’s important to initiate the return within this period to ensure a smooth process.

  • Condition of Items: To be eligible for a return, items must be in their original, unused condition, free from any signs of wear, damage, or alteration. All original packaging, tags, manuals, and accessories must be included and in their original condition. Items not meeting these criteria will not be accepted and may be returned to the customer at their expense.

  • Proof of Purchase: A valid proof of purchase, such as your order number, receipt, or confirmation email, is required to process your return efficiently and accurately. This proof is essential for verifying your purchase.

  • Exceptions: Certain items may not be eligible for return, including custom-made furniture, items sold “as-is,” final sale merchandise, and items that have been damaged due to misuse or opened/unsealed items that are not suitable for resale. These exceptions are in place to maintain the integrity of our products and to ensure that items we resell are in pristine condition.

How to Initiate a Return:

  1. Contact Customer Service: To begin the return process, please contact our customer service team at info@flextonali.com or (781) 585-1274. Provide your order number, details of the item you wish to return, and the reason for the return. Our team is available to guide you through the process and address any questions you may have.

  2. Return Authorization: Once your request has been reviewed, and if your return is eligible, our customer service team will provide you with a return authorization and detailed instructions on how to package and ship the item back to us. This authorization is essential to ensure the smooth processing of your return.

  3. Packaging and Shipping: Securely package the item to prevent damage during transit, using the original packaging where possible. Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping method to ensure safe and verifiable delivery of your return.

  4. Inspection and Processing: Upon receiving the returned item, our team will conduct a thorough inspection to ensure it meets all conditions outlined in this policy. If the return is approved, we will process your refund or exchange as quickly as possible. Items that do not meet the eligibility criteria will be returned to the customer at their expense.

Refund Options:

  • Original Payment Method: Refunds will be processed to the original payment method used for the purchase. Please allow 7-10 business days for the refund to be reflected in your account, depending on your financial institution’s processing times.

  • Store Credit: In certain circumstances, we may offer store credit as an alternative to a refund. This store credit can be used towards future purchases and can be discussed with our customer service team.

  • Refund Amount: The refund will include the purchase price of the returned item, excluding any original shipping costs.

Exchanges:

  • If you wish to exchange an item for a different one, please indicate this to our customer service team when initiating your return. Exchanges are subject to product availability, and the replacement item will be shipped once the returned item is received, inspected, and approved.

  • If the replacement item is of a lower value, the difference will be refunded. If the replacement item is of a higher value, you will be required to pay the additional cost.

Damaged or Defective Items:

  • If you receive a damaged or defective item, please contact us immediately, within 48 hours of receipt. Provide photographic evidence of the damage or defect along with your order number and details.

  • We will arrange for a replacement to be shipped to you at no additional cost or issue a full refund if a replacement is not possible or preferred.

  • We may request that you return the damaged or defective item in its original packaging and will provide you with a prepaid return shipping label.

Non-Refundable Items:

  • Custom-made or personalized furniture is generally non-refundable unless the item is damaged or defective upon arrival.

  • Items sold “as-is” or on clearance are non-refundable.

  • Shipping fees are non-refundable unless the return is due to our error.

Return Shipping Costs:

  • Return shipping costs are the responsibility of the customer, except in the case of damaged, defective, or incorrect items shipped due to our error. In such cases, Flextonali will cover the return shipping costs.

Contact Information:

If you have any questions about our Refund and Return Policy or the status of your return, please contact us:

Address: 290 Kingstown Way, Duxbury, MA

Phone: (781) 585-1274

Email: info@flextonali.com

Website: https://flextonali.com/