At NQN Decor, we are committed to delivering an exceptional shopping experience with high-quality furniture products. If you are not satisfied with your order, we offer a flexible return and exchange policy within 30 days from the delivery date, ensuring your satisfaction.
1. Return Conditions
To be eligible for a return, the product must meet the following criteria:
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In its original, unused condition, not installed, not satisfied with the product.
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Includes all product tags, accessories (if applicable), and original packaging.
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Accompanied by a receipt or proof of purchase (order code, electronic invoice).
Products are not eligible for return if:
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They have been used, installed, or damaged due to customer error.
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Missing original packaging, product tags, or proof of purchase.
2. Return Process
To initiate a return, please follow these steps:
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Contact us within 30 days from the receipt date via:
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Email: support@nqndecor.com
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Phone: +84 968 590 586
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Provide the reason for the return and your order code.
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Request Confirmation: We will review your request within 24 working hours and send a confirmation email if approved.
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Return the Product:
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If approved, we provide a free return shipping label via email (for cases due to our error).
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Carefully package the product as per instructions and send it to the address we provide.
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Product Inspection: We will inspect the product within 3 working days of receipt. If the product does not meet the conditions, we will contact you to arrange its return (you may bear the shipping costs).
3. Return Costs
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Free Returns:
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For products defective due to manufacturing, damaged during shipping, or not as described on the website.
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We cover all shipping and handling costs.
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Customer-Paid Returns:
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For returns due to personal reasons (e.g., wrong purchase, dissatisfaction, change of mind).
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You bear the return shipping costs, which will be communicated prior to processing (depending on the carrier and region).
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4. Exchanges
If you wish to exchange for a different product:
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Contact us via email at support@nqndecor.com to return the original product.
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After receiving and inspecting the product (within 3 working days), we will send an email with instructions to exchange for a new product.
Exchange Costs:
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Free if the product is defective or not as described.
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You bear the shipping costs for exchanges due to personal reasons.
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If the desired product is out of stock, you may choose a replacement product or receive a refund.
5. Refunds
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Processing Time: If the return is approved, we will process the refund within 10 working days from confirming the product’s eligibility.
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Refund Method:
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Via the original payment method (bank transfer, credit card, digital wallet such as PayPal).
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If the original method is unavailable, we will contact you to agree on an alternative (e.g., bank transfer).
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Time to Receive Funds: Depending on your bank or card issuer, the refund may take an additional 5-15 working days to appear in your account.
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Delayed Refund Support:
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Check your bank account or digital wallet.
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Contact your bank or card issuer to confirm the transaction.
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If you haven’t received the refund after 15 working days, email support@nqndecor.com with your order code for assistance.
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6. Order Cancellation
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Within 24 Hours: You may cancel your order within 24 hours of placing it for a full refund via the original payment method.
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After 24 Hours: If the order has been processed or shipped, you must follow the return process outlined above.
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Cancellation Process:
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Contact us via support@nqndecor.com.
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Refunds will be processed within 10 working days (plus 5-15 days depending on the bank).
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7. Warranty
Some NQN Decor furniture products come with a 3-6 month warranty for manufacturing defects (e.g., wooden frames, materials). To request warranty service:
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Contact us via support@nqndecor.com with photos and a description of the issue.
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We will review and provide repair or replacement support within 7 working days.
8. Transaction Security
All refund and payment transactions are processed through secure payment gateways, using SSL certificates (HTTPS) to protect your personal information. See details at our Privacy Policy.
9. Dispute Resolution
If you have any concerns or complaints about the return, exchange, or refund process:
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Contact us via:
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Email: support@nqndecor.com
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Phone: +84 968 590 586
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We are committed to responding within 24 working hours and resolving issues within 7 working days.
10. Contact
For any questions about this policy, please contact:
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Email: support@nqndecor.com
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Phone: +84 968 590 586
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Address: Tam Da, Yen Phong, Bac Ninh 16000, Vietnam.
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Support Hours: Monday to Friday, 08:00–18:00.