Flexi Stone-Linear Travertine

30 Days Return Policy

General Return

You can initiate a return within 30 days of receipt whenever you are not satisfied with the item, but you would need to pay for the return or exchange cost if no damage issues are involved. For general return you need to keep the original packaging, for more detail see Why Should I Keep the Original Packaging. Item(s) must be:

In brand-new condition

* Uninstalled and/or non-assembled

* Unused, no pieces missing

* With original tags and original packaging

Please be aware that the 30 days return policy is based on the delivery time of each individual item shown on the carrier's website instead of the entire order. We would NOT accept if the item(s) are marked delivered greater than 30 days when you initiate the return

A few items can’t be returned, including:

Clearance items;   Customised items;   Offline purchase (items or parts not listed on our website);   Items marked “Non-Returnable” on the product page;   Assembled or disassembled products;   Without original packaging or serious damage to the original packaging

Please note, any items returned without authorisation will not qualify for a refund and be rejected on delivery to our returns centre.

What you need to know before you start a return

* Please kindly do not discard any original packaging or wrapping materials from the item(s) you received.

* You would need to package the same way when the item arrives to ensure the product meets the requirements for the carrier. For Large items, you need to prepare pallet yourself.

* Any additional service on the order will NOT be refunded for the general return, including doorway drop-off, room of choice drop-off and white glove delivery.

* At least a full view picture of the product and the outer box, and a picture of the internal packing needs to be provided so we can assess its condition and return eligibility.

* You would need to cover the return shipping cost if there are no quality issues involved.

* We could provide prepaid label(s) for the return in certain regions, the return shipping fee will be deducted once the item has been returned. If we are not able to provide a prepaid return shipping label, you would need to arrange the return yourself.

Faulty or Damaged Products

It is unlikely event that your order is damaged on arrival then please follow the procedure below.

* Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product. Please make sure to take some pictures or a quick video demonstrating the problem. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.

* Please note that we do not cover the repair fee if unauthorised handyman services were hired.

Supplement Terms

* Undeliverable and Refused Package: If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.

How to return the items?

1. Log in your Archistore account.

2. Find ‘My Order’ and click the ‘Return’ button.

3. Tick the goods you need to return, choose the reason, and submit the request.

4. Package the Item(s). Please ensure all parts are in the original packing way.

5. Ship Out the Package(s) via trackable shipping methods. Provide us with the tracking number and carrier (Untrackable return will delay refund).

Why Should I Keep the Original Packaging?

Due to the nature of our products, whether it be large furniture or other smaller items, they are often in the heavy or delicate categories. Our packaging is specially made to cater to each individual item. They are rigorously tested to ensure they can withstand most kinds of incidences in transportation. Any self-packed items by the customer will have a high chance of being damaged on the way caused by flimsy materials or improper techniques. That's why we don't generally allow any returns without their complete original packaging. In a way, this also prevents lots of potentially wasted efforts and protects the customer's interest.

Once the return request is approved, you will receive a return notification email and a return sticker, then return the item according to the return instructions in the email.

Please do not return your item before acquiring the return merchandise authoristion and not send back directly to the address according to the website or on the shipping label, which is NOT the actual return address.

The return address will be sent to you with a return sticker via Email once the return has been approved.

You will receive a notification email within 7 working days after we received your item(s), and when refund is processed. The refund will be made to the account that the funds were originally drawn from.

Please note that for credit card payment refund, please allow up to one billing cycle for your account to be credited. Please do not request a charge back from your credit card company during the return process due to the time it takes to resolve charge back disputes.

It is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.