Privacy policy
At FamiDear, we want every customer to feel confident when purchasing from us. Because furniture is a large and carefully handled product, our cancellation, return, and refund terms vary depending on the product's fulfillment type and the stage of the order.
Please review the applicable policy below before placing your order or requesting a cancellation, return, or refund.
Our Fulfillment Types
FamiDear products are generally offered under two fulfillment types:
Standard Products
Standard Products are products available through our regular fulfillment and shipping process. These products are normally shipped after order processing and include applicable carrier tracking information.
Pre-Order Products
Pre-Order Products are products specifically identified as “Pre-Order” on the product page.
These products are prepared or produced after the order is confirmed and may require an extended fulfillment period, typically 60–90 days, depending on the product.
The applicable fulfillment type and estimated timeline will be clearly indicated on the individual product page.
Important: The return and cancellation period for Standard Products is calculated from the delivery date, while the cancellation and refund period for Pre-Order Products is calculated from the order confirmation date.
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Standard Products
This policy applies to products that are not identified as Pre-Order Products on the product page.
Within 7 Days of Delivery — Hassle-Free Return
For eligible Standard Products, customers may request a return within 7 calendar days of delivery, even if the return is not caused by a product defect or an error by FamiDear.
To qualify for a 7-day return:
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The return request must be submitted within 7 calendar days of delivery.
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The original package must remain unopened.
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The product must not have been assembled, installed, or used.
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The product must remain in its original condition.
Return Shipping
For a 7-day hassle-free return, the customer must arrange and pay for the return shipping first.
FamiDear does not currently provide complimentary door-to-door return pickup.
After shipping the return, please provide us with:
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Carrier information;
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Return tracking number;
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Shipping information;
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Proof of shipping payment.
Once the returned product is delivered to our warehouse, our team will inspect the product.
If the returned product is received in the required condition and the return is approved, FamiDear will reimburse the eligible return shipping cost through an applicable payment method, such as PayPal.
The customer must provide valid shipping and payment documentation for reimbursement.
After the warehouse confirms that the returned product meets the applicable return requirements, the product refund will be processed.
Refund processing time: 1–3 business days after the return is received and approved.
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Standard Products — Returns Within 8–30 Days
If more than 7 days have passed since delivery but you are still within 30 calendar days of delivery, you may submit a return request for an eligible Standard Product.
For returns that are not caused by FamiDear, such as:
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Change of mind;
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Personal preference;
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Incorrect size selection;
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No longer needed;
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Other customer-requested reasons;
the following terms apply:
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The customer is responsible for the return shipping cost.
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Return shipping costs will not be reimbursed by FamiDear.
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The customer must provide valid return tracking information.
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The product must be returned in an acceptable condition.
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A 10% deduction from the order amount will apply to cover product handling, inspection, recovery, and related processing costs.
The applicable refund will be processed after the returned product has been received and inspected by our warehouse.
Refund processing time: 1–3 business days after the return is received and approved.
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Standard Products That Have Been Opened, Assembled, or Installed
If a Standard Product has been opened, assembled, or installed within 30 days of delivery, please contact our after-sales team before shipping anything back.
If the Issue Is Caused by FamiDear
If the product has a verified issue caused by FamiDear, such as:
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Incorrect product shipped;
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Incorrect specification confirmed by FamiDear;
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Manufacturing defect;
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Significant damage before or during delivery;
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Missing components caused by a fulfillment error;
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Other verified FamiDear errors;
our after-sales team will review the case and provide an appropriate solution.
Depending on the circumstances, this may include:
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Replacement parts;
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Replacement product;
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Repair;
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Partial compensation;
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Full or partial refund;
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Return and refund.
The specific solution will depend on the nature and severity of the issue.
If the Issue Is Not Caused by FamiDear
If the product has been opened, assembled, or installed and the return is due to:
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Change of mind;
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Personal preference;
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Incorrect measurements;
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Incorrect size selection;
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Customer-caused damage;
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Improper assembly or installation;
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Other reasons unrelated to FamiDear;
the customer remains responsible for return shipping.
If a return is approved, a 10% order deduction may apply.
The customer must provide valid return tracking information.
If the product cannot be returned to inventory in a resalable condition due to customer-caused damage, missing components, assembly, installation, or improper handling, FamiDear reserves the right to make an additional adjustment to the final refund based on the actual condition of the returned product.
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Standard Products — After 30 Days
After 30 calendar days from delivery, Standard Products are generally no longer eligible for change-of-mind returns or refunds.
Any exception will be reviewed by our after-sales team on a case-by-case basis.
If an exception is approved:
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The customer is responsible for return shipping.
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Return shipping costs will not be reimbursed by FamiDear.
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A 20% deduction from the order amount may apply to cover product recovery, inspection, handling, and related costs.
This limitation does not prevent customers from contacting us regarding legitimate product defects, damage, incorrect shipments, or other issues caused by FamiDear.
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Pre-Order Products
Pre-Order Products are products specifically marked “Pre-Order” on the product page.
These products are prepared or produced after the order is confirmed and may involve dedicated production, specialized materials, factory scheduling, quality inspection, and extended fulfillment arrangements.
The estimated fulfillment period for Pre-Order Products will be displayed on the product page and may typically be 60–90 days.
Important
For Pre-Order Products, the applicable cancellation and refund period is calculated from the date the order is confirmed, not from the date of delivery.
The order confirmation date is the starting point for the 15-day and 30-day periods described below.
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Pre-Order Products — Within 15 Days of Order Confirmation
Customers may request cancellation and a refund within 15 calendar days from the date the order is confirmed.
This is a 15-day hassle-free cancellation period for eligible Pre-Order Products.
Customers should contact our after-sales team as soon as possible if they wish to cancel their order.
Because Pre-Order Products may enter procurement or production shortly after order confirmation, we recommend submitting any cancellation request as early as possible.
If the cancellation request is approved within this period, our team will provide the applicable cancellation and refund instructions.
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Pre-Order Products — 16–30 Days After Order Confirmation
Cancellation or refund requests submitted after 15 days but within 30 calendar days from the order confirmation date may still be considered.
Because Pre-Order Products may already involve:
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Material procurement;
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Factory scheduling;
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Production preparation;
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Dedicated labor;
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Specialized finishing;
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Other order-specific costs;
an approved cancellation or refund request during this period will be subject to a:
15% deduction from the order amount.
This deduction is intended to cover production preparation, factory-related losses, order processing, materials, handling, and other costs already incurred for the customer's order.
Any applicable return shipping costs are also the customer's responsibility and will not be reimbursed by FamiDear.
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Pre-Order Products — After 30 Days
After 30 calendar days from the order confirmation date, Pre-Order Products are generally not eligible for cancellation or refund due to change of mind, personal preference, or other reasons not caused by FamiDear.
This is because the product may already have entered or completed dedicated production, finishing, inspection, packaging, or shipping arrangements and may not be suitable for resale.
However, if the product has a verified defect, incorrect specification, incorrect shipment, or another issue caused by FamiDear, please contact our after-sales team.
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Pre-Order Delivery Delay Protection
For Pre-Order Products, a FamiDear consultant may confirm an estimated delivery schedule after reviewing the order and production requirements.
If the order is delivered later than the confirmed delivery date, excluding delays caused by circumstances outside FamiDear's responsibility, FamiDear will provide compensation equal to:
1% of the total order value for each calendar day of delay.
Compensation does not apply to delays caused by:
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Force majeure;
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Customer-requested changes;
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Customer-requested production modifications;
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Incorrect delivery information;
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Failed delivery attempts;
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Customer-caused delivery delays;
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Other circumstances outside FamiDear's reasonable control.
Any applicable compensation will be processed after the order has been successfully delivered.
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Tracking Pre-Order Orders
Because Pre-Order Products go through multiple production and fulfillment stages, their order information may be updated according to key milestones rather than through standard carrier tracking from the beginning.
Customers can check their order progress through our:
Order Status Page: https://www.famidear.com/pages/order-status
Depending on the stage of the order, updates may include:
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Order Confirmed;
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Production Preparation;
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Materials Preparation;
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Production;
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Quality Inspection;
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Shipping Preparation;
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In Transit;
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Delivered.
Once the product has been shipped, applicable carrier tracking information will also be provided.
Please note that production updates may not appear every day. Order information is updated when the order reaches a relevant production or fulfillment milestone.
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Product Issues Caused by FamiDear
If your product arrives with a verified issue caused by FamiDear, please contact our after-sales team as soon as possible.
Examples include:
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Incorrect product;
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Incorrect size or specification confirmed by FamiDear;
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Manufacturing defect;
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Significant product damage;
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Missing components caused by fulfillment error;
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Other verified production or fulfillment errors.
Please provide:
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Order number;
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Photos or videos of the issue;
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Photos of the packaging where relevant;
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A description of the problem.
Our after-sales team will review the case and provide an appropriate solution.
Depending on the circumstances, the solution may include:
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Replacement parts;
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Repair;
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Product replacement;
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Partial compensation;
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Full or partial refund;
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Return and refund.
We will determine the most appropriate solution based on the specific circumstances of the case.
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Product Issues Not Caused by FamiDear
FamiDear is unable to provide a return or refund for issues caused by circumstances outside our responsibility.
These may include:
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Incorrect measurements provided by the customer;
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Change of mind;
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Personal preference;
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Incorrect room planning;
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Incorrect size selection;
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Customer-caused damage;
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Improper assembly;
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Improper installation;
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Improper use;
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Damage caused after delivery;
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Normal characteristics or variations of natural materials;
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Other conditions unrelated to a manufacturing or fulfillment error.
For Pre-Order Products, once the order has been delivered, issues that are not caused by FamiDear are generally not eligible for return or refund.
Our after-sales team may still provide recommendations or assistance where possible.
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Return Authorization Required
Please do not ship any product back to FamiDear before receiving return authorization from our after-sales team.
Unauthorized returns may result in delays in processing or difficulty identifying the order.
Before arranging a return, please contact us and provide:
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Order number;
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Email address used for the purchase;
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Reason for the return;
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Photos or videos when applicable;
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Product condition;
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Return shipping information, if already arranged.
Our team will review the request and provide the appropriate return instructions.
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Return Shipping & Tracking
For customer-requested returns, the customer is responsible for arranging the return shipment.
For eligible 7-day Standard Product returns, the customer must initially pay the return shipping cost and provide valid tracking and payment documentation.
After the warehouse receives and approves the returned product, FamiDear will reimburse the eligible return shipping cost through an applicable payment method, such as PayPal.
For returns requested after the first 7 days, or returns that are not caused by FamiDear:
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The customer is responsible for the return shipping cost.
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Return shipping costs will not be reimbursed.
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The customer must provide valid tracking information.
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The refund will be processed after the returned product is received and approved.
Please retain all shipping receipts, tracking information, and payment records until the return process has been completed.
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Refund Processing
Once an eligible return has been received and approved by our warehouse:
Refund processing time: 1–3 business days.
Refunds will normally be issued to the original payment method used for the order.
Depending on the payment provider, bank, or card issuer, additional time may be required before the refunded funds appear in the customer's account.
Any applicable:
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Return shipping costs;
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Processing fees;
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Product recovery deductions;
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Factory-related deductions;
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Other approved deductions;
will be reflected in the final refund amount.
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Important Conditions
To ensure a clear and fair return process:
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Always contact FamiDear before returning a product.
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Do not ship a return without receiving return authorization.
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The return period for Standard Products is calculated from the delivery date.
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The cancellation and refund period for Pre-Order Products is calculated from the order confirmation date.
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Customers are responsible for providing accurate delivery and contact information.
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Customers must provide valid tracking information for approved returns.
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Refunds requiring a physical return are subject to warehouse inspection.
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Products that cannot be resold due to customer-caused damage, missing components, assembly, installation, or improper handling may be subject to additional refund adjustments.
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The applicable product page, order confirmation, and confirmed delivery schedule will be considered when determining the applicable fulfillment and refund terms.
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Nothing in this policy limits FamiDear's responsibility for verified defects, incorrect products, or fulfillment errors caused by FamiDear.
Need Assistance?
If you have questions about cancellation, returns, refunds, delivery delays, or an issue with your order, please contact our after-sales team:
Email: marketingus@famidear.com
When contacting us about an existing order, please include your order number and the email address used to place the order so that we can review your request efficiently.
We are committed to handling every case fairly, transparently, and consistently while protecting the quality and integrity of every FamiDear product.