Last Updated: November 28, 2024
At Beruang, we strive to ensure that our customers are satisfied with their purchases. If you are not entirely satisfied with your order, we’re here to help.
1. Eligibility for Returns
We accept returns for items that meet the following conditions:
- The item is unused, unopened, and in its original packaging.
- The item is in pristine condition, with no damage, scratches, or alterations.
- The return request is made within 7 days of receiving the item.
Note: Certain items are not eligible for returns, including:
- Customized or made-to-order furniture.
- Clearance or sale items (marked as “Final Sale”).
- Items that have been assembled, installed, or modified by the customer.
2. How to Request a Return
To initiate a return:
- Contact us at Contact Page or email our customer service team.
- Provide the following details:
- Order number
- Item(s) to be returned
- Reason for the return (with photos of the item, if applicable).
- Our team will review your request and provide instructions for the return process.
3. Return Shipping
- For eligible returns:
- Customers are responsible for the cost of return shipping unless the return is due to a defective, damaged, or incorrect item.
- Returns must be shipped using a trackable shipping method to ensure the safe return of the product.
- For large furniture items:
- Pickup services can be arranged through Beruang’s logistics team. Pickup fees will apply unless the return is due to our error.
4. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved Returns:
- Refunds will be processed within 7–14 business days to the original payment method.
- If the item was purchased using a promotional code or discount, the refund will reflect the discounted price.
- Non-Refundable Costs:
- Original shipping charges are non-refundable unless the return is due to an error on our part.
- Any assembly or installation service fees are also non-refundable.
5. Damaged or Defective Items
We take great care to ensure your items arrive in perfect condition. However, if your item arrives damaged or defective:
- Contact us within 48 hours of delivery.
- Provide clear photos of the damage or defect and your order details.
- We will offer a replacement, repair, or refund based on the situation.
Note: Failure to report damage within 48 hours may void eligibility for replacement or refund.
6. Order Cancellations
- Orders can be cancelled before the item is shipped for a full refund.
- For cancellations after shipping:
- The item must be returned in its original condition, and return shipping fees will apply.
7. Exchanges
We currently do not process direct exchanges. If you wish to exchange an item, please return the original item (following the return process) and place a new order for the desired item.
8. Non-Returnable Items
- Gift cards or promotional vouchers.
- Items marked as “Final Sale.”
- Any item that has been altered, used, or assembled.
9. Contact Us
For any questions or assistance regarding returns and refunds, please visit our Contact Page.