Refund & Return Policy

We promise to deliver quality products to you. If you are not satisfied with your order, please contact us at support@hhevergreenensemble.com, and let us know. You can also contact us by sending us a message on our online chat for timely help. We appreciate feedback from our customers and we are always striving to improve our business operations. Our friendly Customer Experience Specialists will happily assist you on working days.

How to Return?

Step 1: Contact us by email: support@hhevergreenensemble.com, and describe which item(s) you like to return and the reason for your return. Attach Photograph(s) for quality problems.

Step 2: We'll reply within 48 hours, once we receive your email, we will offer considerate and specific suggestions and steps about return.

Step 3: Call the post office to arrange a pickup or drop off at your most convenient post office.

Step 4: Send us proof of postage (receipt or tracking number) for immediate processing of return or exchange.

Step 5: Upon receiving your returns, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request. A refund will be processed within 3 business days.

What Do I Need to Know Before Returning?

1. The shipping fee for the products that are not broken but the customers want to return or exchange because they changed their mind about the purchase is the responsibility of the customer. The customer needs to pay the shipping fee.

2. Returns and exchanges must be applied within 30 days of receiving your purchase.

3. All returns must be received in their original condition (undamaged).

4. Please do not send your return to the sender's address on your package. (This is not the return address and will affect the processing of your return)

5. Custom furniture is made specifically to the measurements you provide (color, style, size). That means no one else will be able to buy that furniture once it's made. Because of this, we are unable to accept any returns on custom furniture. Please double-check your measurements and color choices before ordering.

6. If your products are damaged or defective, please take photos and send them to support@hhevergreenensemble.com within 7 days, and we will resolve the issue.

Exchange or Cancel Order

If you want to modify your order or cancel it, please contact us within 48 hours after placing the order. We will deal with it once we receive your message. Please note orders that have been sent out cannot be modified or canceled.

Process Time of Refunds

Once your return is received and inspected, we will email you to notify you that we have received the item. We will also notify you of the approval or rejection of your refund. It will take 5-10 business days for you to get your refunds.

We Guarantee:

1. To deliver quality products.
2. To deliver the product you ordered.
3. High-quality customer service.

Our Policy Does NOT Include:

1. Delivery times: these are fulfilled by a courier. We can only provide you with an estimated delivery date which is a good indication of when you should expect your order, but not a guarantee. If your order is time-sensitive, we advise you to contact us first before making your order.

2. A delivery that is refused by the recipient or if multiple delivery attempts are made unsuccessfully.