Key Return Specifications
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Return Window: 45 calendar days from delivery date.
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Return Method: By Mail only.
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Item Condition: Brand New, unassembled, and in original packaging (for change-of-mind returns).
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Return Shipping Cost:
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Defective / Quality issues: $0.00 (We bear 100% of the cost).
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Change of mind: Borne by customer (Estimated $80 - $200 per bulky item; capped at $200).
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Return Validity Period (45-Day Window)
You have the right to request a return or exchange within 45 calendar days from the date you receive your furniture items.
Processing Return Requests
For after-sales return requests, customers may provide the order number and relevant details, and we will assist in processing based on the order status and applicable conditions.
Immediate Reimbursement & Long-Term Protections
Upon receiving your notice of withdrawal/return, we will refund all payments received from you—including the cost of our standard lowest-priced delivery option—within 1 to 5 business days. In addition to your standard 45-day return privilege, we provide a 2-year baseline conformity responsibility, a voluntary 6-year commercial structural protection, and complete remedies including free repair, replacement, or subsequent relief.
Voluntary 6-Year Commercial Warranty
For orders delivered within the United States, we voluntarily provide an extended 6-year commercial structural warranty covering the structural integrity of furniture frames (such as solid wood frames, metal welds, and core load-bearing mechanisms). This guarantee represents our voluntary commitment to product excellence. We strictly uphold and honor all commitments made to you.
Complaint Resolution Timeline vs. Remedy Completion
We acknowledge and respond in writing to all formal consumer complaints within 45 calendar days of receipt. This complaint assessment timeframe is distinct from the operational period required to complete physical repairs or replacements (typically processed within 1 to 3 business days following item inspection).
2-Year Conformity Responsibility vs. 6-Year Extended Protection
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2-Year Conformity Responsibility: Starts on the date of delivery. We are responsible for any non-conformity or inherent functional defect that manifests within 2 years from receipt.
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Statute of Limitations / Claim Period: Claims for non-conformity must be submitted within 2 years from delivery.
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Voluntary 6-Year Commercial Warranty: Operates as a separate, extended protection focusing specifically on core structural stability.
Overview of Protection Periods & Starting Points
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45-Day Return Period: Commences on the date of delivery/receipt.
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2-Year Conformity Coverage: Commences on the date of delivery/receipt.
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6-Year Commercial Structural Protection: Commences on the date of delivery/receipt.
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Hidden Defects Protection (Latent Defects): The limitation period commences strictly on the date the defect is discovered by the customer.
Distinction Between Standards and Commitments
We explicitly distinguish baseline 2-year product conformity from our voluntary 6-year commercial structural commitment. The 2-year conformity addresses general fitness for normal use, finishing, and parts, whereas the voluntary 6-year protection extends structural safeguards well beyond baseline standards.
Return Costs, Deductions & Restocking Fee
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Eligible Return Refunds: Include the full item price and the standard basic shipping fee paid at checkout.
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Cost Allocation: When a return is due to product issues, we cover 100% of return shipping. For change-of-mind returns, return freight is borne by the customer. If our prepaid return label is utilized for voluntary change-of-mind returns, a flat deduction will be applied directly from your refund amount.
Claims concerning hidden defects (latent manufacturing defects not discoverable upon initial standard inspection) may be raised within the applicable prescriptive period, which begins on the date of discovery of the hidden defect. This is separate and independent from the 2-year conformity responsibility that begins at delivery.
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Hidden Defects Regime: Pertains to serious, pre-existing concealed flaws rendering the furniture unfit for its intended purpose; claims start from the date of discovery.
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Commercial Structural Warranty: Our voluntary contract coverage safeguarding frame, foundation, and structural soundness; runs for 6 years starting from the date of delivery.
Return Transit, Scope of Refund, and Shipping Cost Allocation
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Defective / Erroneous Items: We cover all return freight costs.
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Change of Mind Returns: The customer bears the return freight.
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Bulky Furniture Return Estimates: For large furniture items—such as sofas, dining tables and chairs, or outdoor lounge chairs—the estimated return shipping cost per piece ranges from $80 to $200, with a reasonable upper limit for the return cost per item set at $200.
Pre-Purchase Bulky Shipping Estimate & Label Deduction
Before you place your order, please be advised that the estimated return shipping cost for a single piece of large furniture is between $80 and $200 USD (capped at a maximum of $200 USD). If you choose to use the prepaid return shipping label we provide, this fixed shipping fee will be deducted directly from your refund.
Physical Return Window & Commercial Order Cancellation
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Shipping Back Item: Once you have provided notice of your return, you must hand the item over to a logistics carrier for shipment no later than 45 calendar days from the date the notice was sent.
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Commercial Order Cancellation: Within 48 hours of placing an order—and provided that the item has not yet entered the outbound processing or label-printing stage—customers may request an unconditional cancellation and receive a full refund.
Clarification of Timelines
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Formal Complaint Handling: Written response within 45 calendar days.
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Refund Processing: Processed within 1–5 business days of receiving your return notification.
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Replacement Dispatch: Within 1 to 3 business days following physical receipt and verification.
Return and Exchange Conditions
Items are eligible for return or exchange under the following conditions:
- Cosmetic Defects: Scratches, dents, or visible external blemishes upon unpacking.
- Quality Defects: Structural instability, broken joints, missing parts, or mechanical malfunction.
- Odor or Severe Color Discrepancy: Pungent/abnormal chemical odors or substantial deviation in color from depicted online images.
- Item Not as Described / Wrong Item: Delivery of a model, size, or material different from what was ordered.
- Change of Mind / No-Reason Return: Within 45 days of receipt, the item must remain brand new, unassembled, and in its original, complete packaging.
Return Procedure
- Initiate Request: Contact us via email at care@cavanethceli.com or by phone at +1 (432) 234-7892. Please provide your order number, proof of payment, return reason, and clear photos or videos demonstrating the issue.
- Request Review: Our support team will promptly review your request. Once approved, we will provide you with the specific return warehouse address and shipping instructions.
- Ship the Item: Securely package the item and send it back to our designated return address using the provided instructions.
- Inspection & Refund: Upon arrival, we inspect the item to verify the reported condition. Once verified, your refund will be processed immediately according to our refund terms.
Exchange Procedure
- Initiate Request: Contact us at care@cavanethceli.com or +1 (432) 234-7892 with your order number, proof of payment, exchange reason, and supporting photos or videos.
- Exchange Review: Upon review and approval, we will send you shipping details and the designated return address.
- Ship the Original Item: Return the product to the designated address and retain tracking information.
- Dispatch Replacement: Upon receipt and inspection, your replacement furniture will be dispatched within 1 to 3 business days. Delivery of the new replacement item is estimated at 7 to 10 business days.
Refund Process
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Refund Method: All refunds are automatically issued to your original payment method used during checkout (Visa or MasterCard, etc.).
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Processing Time: Funds typically reflect in your account within 1 to 5 business days, depending on your card issuer's clearing policies. Please contact us if your refund does not appear after this timeframe.
Return Shipping Fee Rules
- Issues Attributable to Us: For cosmetic issues, quality defects, severe odor, significant color mismatch, or incorrect items, we bear 100% of return shipping costs.
- Change of Mind: For non-defective returns, you bear the cost of return shipping.
Return Shipping Label
To ensure an easy return experience, a pre-printed return label is included inside every package. If you require a replacement digital label, our customer care team will provide one upon request.
Disclaimer and Safe Usage
Furniture must be assembled, operated, and maintained in accordance with standard user manuals. We are not responsible for damage resulting from improper self-assembly, unauthorized structural alterations, external weather abuse exceeding outdoor ratings, or neglect.
Additional Packaging & Damaged-in-Transit Protocols
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Original Packaging Guidelines: All returned bulky furniture items must be repacked securely in original or equivalent heavy-duty packaging with proper corner protectors to avoid transit damage during the return leg.
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Damaged in Transit: If an item arrives visibly broken or damaged by the carrier, please refuse the package or notify us within 48 hours with visual proof so we can arrange an immediate replacement at zero cost to you.
Contact Us
For any inquiries, returns, or support requests, please contact our support team directly:
Address: 707 N Ash St, Kermit, TX 79745, United States
Phone: +1 (432) 234-7892
Email: care@cavanethceli.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)