Order Cancellations
Orders may be cancelled before they have been processed or shipped. Once an order has entered processing or has been shipped, it can no longer be cancelled.
Approved cancellations will be refunded to the original payment method.
30-Day Returns
You may request a return within 30 calendar days of delivery. Returned products must be unused, uninstalled, unassembled, and in their original resalable condition.
All original parts, accessories, hardware, manuals, and packaging must be included. Products with scratches, stains, odors, modifications, customer-caused damage, or missing components may not qualify for a full refund.
Large Furniture Returns
Due to the size and weight of this product, returns require specialized freight transportation.
For returns caused by a change of mind, incorrect size or color selection, access limitations, or other customer-related reasons, the customer is responsible for all return-related expenses. These may include return freight, carrier pickup, repackaging, storage, redelivery, and other logistics costs.
Original delivery charges, expedited shipping fees, installation services, White Glove Delivery fees, and other optional service charges are non-refundable.
A restocking fee of up to 10% of the product price may apply depending on the condition of the returned product, original packaging, included accessories, and resale value.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately after delivery. Damage, defects, missing components, or incorrectly shipped products must be reported within 7 calendar days of delivery.
Please provide your order number, clear photos of the product, outer packaging, shipping label, and a brief description of the issue. A video may also be requested when necessary.
If the issue is caused by us, we will provide an appropriate solution. Depending on the circumstances, this may include replacement parts, repair assistance, a replacement product, a partial refund, or a full refund. Reasonable return shipping costs will be covered when an authorized return is required.
Missing Parts
If any hardware or components are missing, please contact us before requesting a return. Whenever possible, we will provide replacement parts without requiring the entire product to be returned.
Delivery Access
Before placing your order, please review the product dimensions and confirm that the item can fit through all doors, hallways, elevators, staircases, and other access points leading to the intended location.
Returns caused by insufficient access, incorrect measurements, or the product not fitting into the intended space are considered customer-responsibility returns.
Refused or Failed Deliveries
Refusing delivery does not automatically qualify the order for a refund.
If delivery is refused or unsuccessful because of an incorrect address, unavailable recipient, insufficient delivery access, failure to arrange delivery, or another customer-related reason, the customer may be responsible for redelivery fees, storage fees, return freight, carrier handling charges, and other related logistics costs.
Return Authorization
All returns require prior approval from our Customer Support team. Please do not return any product before contacting us and receiving return instructions.
Unauthorized returns may be refused or delayed.
Refund Processing
Once the returned product arrives at our warehouse, it will normally be inspected within 3–7 business days.
If the return is approved, the refund will be issued to the original payment method. Bank and payment-provider processing times may vary.
For complete return eligibility requirements, exclusions, and refund terms, please review our
Returns & Refunds Policy
or contact us at
support@tucoiva.com.