Return & Refund Policy

General Returns Policies

If you find yourself dissatisfied with a product, you are free to initiate a return within 30 days of receiving it. Please note, however, that you will be responsible for the cost of the return or exchange (a restocking fee equal to 10% of the purchase price) and the shipping costs if no quality issues are involved. For general returns, the original packaging must be retained. For more details, see our article "Why keep the original packaging". Returns must meet the following conditions:

1.The item must be in new condition.
2.It should be unloaded and/or unassembled.
3.There should be no obvious use for the item and all parts must be intact.
4.It must have the original tags and packaging.

Please note that the 30-day return policy is specific to each individual item and is based on the delivery time indicated on the carrier's website, not the entire order. We will not accept returns if the item is marked as delivered more than 30 days prior to the return date.

Product Replacement

You have the flexibility to exchange any item in your order within 30 days of delivery. If the exchange is not a quality issue, the return shipping cost and the second shipping cost of the exchange will be borne by the customer.

Please note: All exchanges must be in the original product packaging. If the original packaging is not available, a supplemental repackaging fee of $50 per item will apply.

Our team is committed to scheduling a convenient date and time to deliver your new item and collect the replacement at the same time. If the cost of the replacement item is less than the price of the replacement item, we will refund the difference according to your original payment method. If the new item is more expensive, we will adjust the price difference during the replacement process.

Product Returns

Please note that certain items cannot be returned, including:

1.Clearance items.
2.Customized items.
3.Open bedding.
4.Items marked as "non-returnable" on the product page.
5.Assembled or disassembled items.
6.Items without original packaging or with severely damaged original packaging.

Unauthorized returns are not eligible for a refund and will be refused upon arrival at our Return Center.

Important information before starting a general return:

a.We kindly ask that you do not discard any of the original packaging or packing materials in which you received the item.
b.When packaging your return, please ensure that it is packaged in the same manner as it arrived, in accordance with the carrier's requirements. For large items, you will need to prepare your own pallets.
c.Refunds will not be issued for any additional services included in the original order for general returns, including Doorstep Delivery, Select Room Delivery and White Glove Delivery.
d.In order to assess the condition and eligibility of the return, we require at least one panoramic photo of the product and the outer box, as well as a photo of the inner packaging.
e.If there is no quality issue involved, you will be responsible for the cost of the return or exchange (a restocking fee equal to 10% of the purchase price) and shipping costs.

In some areas, we may be able to provide a prepaid return label and the return shipping cost will be deducted after the return. If a prepaid return shipping label is not available, you will need to make your own return arrangements.

Defective or damaged products

1.Upon receipt of your purchase, please inspect it thoroughly and notify us immediately of any missing parts, faulty, damaged or incorrect items. If there are any problems with the product. Providing images of the product, packaging and labeling externally will greatly speed up the process.
2.If there is any problem with the product, we recommend contacting our customer service within 48 hours of receiving the item. Please note that all inquiries regarding product issues should ideally be made within 30 days of receipt and accompanied by the three types of images listed above. After-sales inquiries made after 30 days of receipt may be affected by factors beyond the specified timeframe.
3.Unauthorized handyman services are not included in the cost of repairs.

Supplementary Provisions

1.Damaged items are products that have been damaged during shipping. To help you effectively, please report any damaged products to Customer Service within 3 business days of receiving the item. In addition, please do not discard damaged items and their packaging. For more information, please contact us at service@anainehome.com.

2.Undeliverable and Rejected Packages
In the event of a failed delivery due to rejection, invalid address, or lack of signature, resulting in a reshipment or cancellation, you will be responsible for any additional handling and shipping charges that may be incurred.

How to Initiate Returns

To initiate the return/exchange process within the 30-day product return/exchange period, please contact our Customer Experience team (service@ainehome.com) with your order number to arrange for return/exchange shipping or pickup. Please include photos of the product showing its current condition and any defects it may have.Ainehome reserves the right to choose the method of return and will provide instructions on how to proceed.

Upon approval of your return request, you will receive an email notification with detailed return instructions and a return sticker. Do not return merchandise until you have been authorized to return it. Do not ship the package directly back to the address shown on the website or on the shipping label, as this is not the actual return address. Once your return has been authorized, we will provide you with the correct return address as well as a return label via email.

1. Package the item: Make sure to place all parts in their original packaging.

2. Send the package using a trackable shipping method. Please provide us with the tracking number and carrier information. Please note that untraceable returns may cause delays in refund processing.

Once we receive your item, you will receive a notification email within 3-5 business days confirming that your refund has been received and processed. Refunds will be returned to the account from which the funds were originally withdrawn.

Please note that for credit card payments, refunds may take up to one billing cycle to be reflected in your account. Please do not initiate a refund with your credit card company during the return process as resolving refund disputes can be very time consuming. It is advisable to remain patient and allow the return process to proceed accordingly. However, if you experience any unusual delays, please feel free to contact us for further assistance.