Return & Refund
We value your shopping experience and want to ensure it meets your expectations. Please review our return policy below before requesting a return.
Starting a Return
To begin a return, please contact us at Contact Us .Our dedicated team will guide you through the process.
1.Submit a Request
Contact us with:
- Clear photos of the product (and issue if damaged/defective).
- A photo of the shipping label as proof of delivery.
- The reason for return.
2.Return Label
Our return team will coordinate and provide a return label within 1–2 business days.
3.Drop-Off
Follow the drop-off instructions and return the package before the label expiration date.
4.Refund Process
Once the return is confirmed, your refund will be initiated within 1–3 business days.
Eligibility for Returns
To be eligible, your item must meet all of the following conditions:
- It must be in pristine condition, just as you received it.
- The item should be unworn or unused.
- All original tags must be attached.
- Original packaging intact with all parts included.
* Restocking Fee – For furniture, oversized sculptures, and large rugs, a 20% restocking fee applies for returns due to change of mind, size/measurement misunderstandings, or misinterpretation of product specifications.
Damages and Issues
Please inspect your order immediately upon delivery. If the item is defective, damaged, or incorrect, contact us right away so we can make it right.
*Please note: If you do not promptly provide photographic evidence of the issue, we may not be able to process your return or refund.Exceptions / Non-Returnable Items
We cannot accept returns or issue refunds under these conditions:
- Items that have been damaged, used, or altered by the customer.
- Missing products due to customer mistakes, such as misrepresented addresses.
- Delivery errors caused by wrong address information provided by the customer.
- No receipts will be provided for delivery attempts in cases of incorrect address or delivery errors caused by the customer.
- Orders without following our return process and policy steps.
- Color, style, or size dissatisfaction resulting from customer misinterpretation of product description (a 20% restocking fee applies).
Exchanges
- If you wish to exchange, the best option is to inform us before shipment.
- Otherwise, return the original item first. Once your return is accepted, you can place a new order for the desired item.
Wholesale & Bulk Order Returns
- We do not accept return or refund requests for wholesale orders, unless the product has a clear defect or issue.
- If a product arrives damaged or defective, our team will send a replacement or refund the affected item’s value.
* Please review the Wholesale section for more detailed terms.
Disputes & Chargebacks
We understand that customers have the right to open a dispute with their bank for unresolved issues. However, please contact our team first so we can resolve the matter directly and avoid complications. If proper steps are not followed, this may result in our customer service team being unable to assist further, and we cannot guarantee any outcome due to direct actions taken outside our process.
- If a customer opens a dispute or chargeback directly with their bank without first notifying us, we reserve the right to protect our products and funds through our chargeback resolution team.
- OnShelf does not have responsibility for the results of a customer’s direct action taken without notice or without contacting us.
- Please contact us first with any order issue so we can resolve it quickly and avoid unnecessary escalation.
- As a platform, we cannot protect buyers who file unjustified chargebacks. Such cases will be flagged as fraud, which may result in legal action for property invasion against the company.
We appreciate your business, and our dedicated team is here to assist you with any questions or concerns you may have. Your satisfaction is our top priority.
