Refund policy

At Ashbury Home & Living, customer satisfaction is important to us. If you experience an issue with your order, our Customer Support team will work with you to determine the most appropriate resolution in accordance with this policy.

Contact Customer Support First

Please do not return any item without first contacting our Customer Support team.

Every return request must be reviewed and approved by our team before a return is initiated. In many cases, we may be able to resolve your concern without requiring you to return the item.

Returns sent without prior authorization or to an unauthorized address may not be eligible for a refund.

Return Eligibility

Returns are accepted only when authorized by our Customer Support team for eligible claims, including but not limited to:

Damaged items received during transit
Defective products
Incorrect item received
Missing parts or components
Other issues approved by our Customer Support team

All return requests must be submitted within 100 days of delivery. Products returned more than 100 days after delivery are not eligible for a refund.

All returned items must be in their original condition and include all original packaging and labels.

Returns will not be accepted for change of mind, buyer's remorse, or similar reasons.

Every request is reviewed individually, and customers must obtain written authorization from our Customer Support team before returning any item.

Return Process

Once your return request has been approved:

Our Customer Support team will provide you with the return instructions and warehouse address.
You are responsible for arranging the return shipment unless otherwise agreed in writing.
You are responsible for all return shipping costs.
Once the package has been shipped, you must provide the tracking number so we can monitor the return.
Our team will track the shipment until it arrives at our warehouse.
Once the returned item has been received and inspected, we will process your refund if the return meets the requirements of this policy.

Return Address

Warehouse: GLP Logistics Park, 404, 4th Floor, Zhenxing North Road, Jianggao Town, Baiyun District, Guangzhou City, China

Please note: all returns are shipped to our warehouse in China. As this is an international return, shipping costs can be significantly higher than a local return. These costs are fully at the customer’s expense. We recommend contacting our Customer Support team first; in many cases we can offer a suitable solution without requiring you to return the item.

Return Shipping Costs

Unless otherwise agreed in writing:

Customers are responsible for all return shipping costs.
Returns are shipped internationally to our warehouse in China; international return shipping costs may be significantly higher than domestic shipping costs.
Original shipping charges are non-refundable.
We strongly recommend using a tracked shipping service, as Ashbury Home & Living cannot be held responsible for lost return shipments.

Proof of Claim

To enable us to investigate and process claims fairly and efficiently, supporting evidence is required for all claims relating to damaged, defective, incorrect, incomplete, or missing items.

Customers must provide sufficient evidence to support their claim, which may include:

Clear photographs of the product
Clear photographs of the product packaging
An unboxing video showing the condition of the package and its contents upon delivery
Any additional information or documentation reasonably requested by our Customer Support team

Claims submitted without the required supporting evidence may be delayed, declined, or deemed ineligible for a refund, replacement, or other resolution, as we are unable to verify the reported issue.

Providing complete and accurate evidence allows us to investigate claims promptly, coordinate with our suppliers, and determine the most appropriate resolution in accordance with our policies.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incomplete, or incorrect, please contact our Customer Support team as soon as possible.

Every claim is reviewed individually.

Depending on the nature of the issue, available resolutions may include:

Troubleshooting assistance
Replacement parts
Reshipment
Store credit
Partial refund
Full refund
Return for inspection where applicable

The appropriate resolution will be determined after reviewing the information provided.

Change of Mind Returns

We do not accept returns or provide refunds for orders where the customer has simply changed their mind, no longer wants the product, ordered by mistake, or found an alternative after purchase.

We encourage customers to carefully review the product description, dimensions, specifications, and images before placing an order. If you have any questions about a product, our Customer Support team will be happy to assist you prior to purchase.

Refund Processing

Refunds are issued only after:

The returned item has been successfully received at our warehouse.
The returned item has been inspected and approved.

Approved refunds will be processed using the original payment method.

Please allow up to 10 business days for the refund to be processed after approval. Processing times may vary depending on your financial institution or payment provider.

Non-Returnable Items

The following items are not eligible for return:

Personalized or customized products
Digital products
Downloadable products
License keys
Perishable goods
Products returned outside the applicable return period (100 days)
Items that are not in their original condition, are damaged, or are missing parts for reasons beyond our control
Returns sent without prior authorization
Returns sent to an unauthorized address

Exchanges

We do not offer direct exchanges.

If you wish to receive a different product, please contact Customer Support. Where applicable, we will advise you on the available options.

Order Cancellation

Orders may be cancelled within one (1) hour of placing the order.

After this period, orders may already be in processing or transit and can no longer be cancelled.

If the order has already been dispatched, any eligible refund will be subject to the standard return process outlined in this policy.

Orders Not Received

If your order has not arrived within the expected delivery timeframe, please contact our Customer Support team.

Our team will investigate the shipment and determine the most appropriate resolution based on the shipping status.

Important Information

All returns must be approved by our Customer Support team before shipment.
All returns are shipped to our warehouse in China; return shipping costs are fully at the customer’s expense.
Customers are responsible for ensuring returned items reach our warehouse.
Customers are responsible for providing the return tracking number once the shipment has been sent.
Ashbury Home & Living reserve the right to refuse unauthorized returns or claims that cannot be reasonably verified.