Returns & Refunds Policy

We want you to have a clear and straightforward experience when purchasing home furniture and related outdoor products from us. This Returns & Refunds Policy explains our voluntary 30-day return policy, order cancellations, refunds, exchanges, and any statutory consumer rights that may apply.

Voluntary 30-Day Return Policy

We offer a voluntary 30-day return policy for eligible products.

You may contact us within 30 days after receiving your order to request a return under this voluntary policy. The product must meet the applicable return conditions described below.

This voluntary 30-day return policy is separate from and does not replace or restrict any statutory consumer rights that may apply to your purchase, including any statutory right of withdrawal.

For a return under our voluntary 30-day policy:

• Contact us within 30 days after receiving the product.

• Provide your order number and identify the product you would like to return.

• Provide the reason for the return.

• The product should meet the applicable return conditions described in this policy.

• Once the return request has been confirmed, we will provide the applicable return instructions.

We do not offer direct product exchanges. If you would like a different product, you may return the eligible original product and place a new order, subject to product availability and the applicable terms.

The requirement to provide a return reason applies only to returns made under our voluntary 30-day return policy. It does not apply when you exercise a statutory right of withdrawal.

Statutory Right of Withdrawal

If you are a consumer who has a statutory right of withdrawal, you may have the right to withdraw from the contract within 14 days after receiving the goods without providing a reason.

To exercise a statutory right of withdrawal, you may notify us by email or another appropriate method by making a clear statement that you wish to withdraw from the contract. You do not need to provide a reason for the withdrawal.

You do not need to request or wait for approval under our voluntary 30-day return policy before exercising a statutory right of withdrawal.

In particular:

• You do not need to provide a return reason when exercising a statutory right of withdrawal.

• You do not need to complete a form requiring a return reason to exercise a statutory right of withdrawal.

• You do not need to wait for approval of a voluntary return request before exercising a statutory right of withdrawal.

• Our voluntary 30-day return policy does not replace or restrict any mandatory statutory consumer rights.

If you exercise a statutory right of withdrawal, we will provide the applicable information and return instructions for completing the process.

Any statutory withdrawal rights and other mandatory consumer rights remain unaffected by this policy.

Order Cancellations

Orders Not Yet Shipped

If your order has not yet shipped, you may contact us to request cancellation.

If the cancellation is successfully processed before shipment, the order will be canceled and the applicable refund will be initiated to the original payment method.

The time required for the refund to appear in your account depends on your bank, card issuer, payment provider, or other financial institution.

Orders Already Shipped

Once an order has shipped, it generally cannot be canceled directly.

After receiving the product, you may contact us to request a return under our voluntary 30-day return policy if the product is eligible. Any applicable statutory consumer rights remain unaffected.

Return Conditions

For returns made under our voluntary 30-day return policy, products should generally:

• Be returned within the applicable return period.

• Be in a condition that meets the applicable return requirements.

• Not have been damaged through misuse, intentional damage, improper handling, or other actions that materially affect the product's condition.

• Include the original packaging, accessories, manuals, and other items included with the order where these are still in your possession.

Please package returned products securely to help reduce the risk of damage during return transportation.

These conditions apply to our voluntary commercial return policy and are not intended to restrict any statutory consumer rights.

Damaged, Defective, or Incorrect Items

Please contact us as soon as reasonably possible if you receive:

• A product damaged during transportation;

• A product with a defect or quality issue; or

• A product that does not match your order.

Depending on the circumstances and applicable requirements, we may provide a replacement, refund, partial refund, or another appropriate resolution.

For products that are damaged during transportation, defective, or incorrectly supplied due to an issue attributable to us or the delivery process, we will not charge normal return shipping costs.

To help us assess the issue, we may ask you to provide clear photographs or other relevant information showing the damage, defect, or incorrect product.

How to Request a Return

1. Contact Us

For a voluntary 30-day return, please contact us by email and provide:

• Your order number;

• The product you wish to return; and

• The reason for the return.

If the product is damaged, defective, or incorrect, please also provide clear photographs or other information that may help us understand the issue.

A return reason is requested only for returns under our voluntary 30-day policy. You do not need to provide a reason when exercising a statutory right of withdrawal.

2. Return Instructions

For voluntary returns, we will review the request to confirm that it falls within the applicable terms of our 30-day return policy.

If the return is eligible, we will provide the information and instructions needed to complete the return.

If you are exercising a statutory right of withdrawal, you may notify us of your decision without waiting for approval under our voluntary return policy.

3. Send the Product Back

If a return is required, please follow the return instructions we provide.

Package the product carefully and include the applicable accessories, manuals, original packaging, and other included items that remain in your possession.

Return Shipping and Labels

Where a return label is required and applicable, we will provide the return label electronically with the applicable return instructions. You are responsible for printing and attaching the label to the package unless otherwise stated.

For returns resulting from a product defect, transportation damage, or an incorrect product attributable to us or the delivery process, we will not charge normal return shipping costs.

For voluntary returns that are not related to a defect, transportation damage, or an incorrect product, the customer may be responsible for applicable return shipping or other reasonable return-related costs.

Where applicable, such costs may be deducted from the refund amount. Any statutory requirements regarding return costs remain unaffected.

Returns Involving Product Damage or Misuse

If a product has been damaged through misuse, intentional damage, improper handling, or another condition outside the applicable return requirements, the return may not qualify under our voluntary 30-day return policy.

Where permitted by applicable law, the amount of any refund may be affected by the condition of the returned product.

Nothing in this section is intended to limit any mandatory consumer rights.

Refund Processing

After we receive a returned product and complete any necessary verification, we will initiate the applicable refund within 1–3 business days.

Refunds will generally be processed using the original payment method used for the purchase.

For an order successfully canceled before shipment, we will initiate the applicable refund after the cancellation has been processed.

Refund Timing

After a refund has been initiated, it will typically appear in the customer's account within 1–5 business days.

The actual processing time may vary depending on the customer's bank, card issuer, payment provider, or other financial institution.

We do not control the processing times of external financial institutions.

Exchanges

We do not offer direct product exchanges.

Because inventory availability, product specifications, and order processing requirements may change, we cannot guarantee that the same product will be available as a replacement.

If you would like a different product, you may return the original product when eligible and place a new order for the desired product, subject to availability and applicable terms.

This exchange policy does not affect any statutory consumer rights.

Contact Us

If you have questions about returns, cancellations, refunds, exchanges, or statutory consumer rights, please contact us:

Email: solutions@heravelaon.com

Phone: +1 (386) 742-6813

Address: 4345 Alvin St, Hastings, FL 32145, United States

Hours: Monday–Friday, 9:00 AM–6:00 PM Central Time