Refund and Return Policy

Your Complete Satisfaction, Guaranteed

I. Our Philosophy: Confidence in Quality, Commitment to Your Satisfaction

At American Gifter LLC, we craft each oak bookcase with an unwavering commitment to precision, durability, and aesthetic perfection. We are so confident in the quality of our workmanship and materials that we fully expect every piece to exceed your expectations upon arrival. However, we also understand that purchasing furniture online involves a level of trust, and sometimes, despite our best efforts, a product may not be the perfect fit for your space or vision. Our Refund and Return Policy is designed with this understanding at its core. It is not merely a set of rules but a reflection of our dedication to your complete satisfaction and a testament to our belief in standing firmly behind our products.

This policy outlines a fair, transparent, and structured process for returns, exchanges, and refunds, ensuring that you can shop with absolute confidence. We aim to make any necessary post-purchase adjustments as straightforward and hassle-free as possible. Whether you encounter a rare manufacturing issue, a shipping damage incident, or simply have a change of heart, we are here to guide you through a resolution that honors your investment and our reputation. Please read the following sections carefully to understand your rights, our responsibilities, and the specific steps involved in initiating a return or refund.

II. General Policy Overview: Key Principles

Before delving into specifics, here are the foundational principles of our policy:

  • Customer-Centric Approach: We prioritize fair and reasonable solutions. Our customer service team is empowered to work with you to find the best outcome.

  • Transparency: All conditions, timeframes, and potential costs are disclosed upfront, with no hidden fees.

  • Quality Assurance: Returns due to our error (damage, defect, wrong item) are fully supported by us, including all associated costs.

  • Change of Heart: We accept returns for non-defective items within a specified window, subject to conditions to ensure the product can be restocked.

  • Sustainability: We encourage thoughtful purchasing to minimize waste and environmental impact from unnecessary returns.

III. Eligibility: What Can Be Returned and Under What Conditions

A. Returns for Manufacturing Defects or Shipping Damage (Fully Supported)

We take full responsibility for the condition of your product when it leaves our care and for any flaws in craftsmanship.

  • Eligibility Period: Reported within 30 days of the delivery date.

  • Condition: Product is unused, unassembled, and in its original packaging. Evidence of the defect or damage (clear photographs/video) is required.

  • Outcome: We will typically offer a choice of:

    1. A free replacement of the item (subject to stock).

    2. A full refund (including original shipping cost).

    3. A partial refund if the damage is minor and you agree to keep the item (e.g., for a small scratch, we may offer a repair kit or discount).

  • Process: We will provide a prepaid return shipping label and arrange for pickup or drop-off. In many cases for large items, we may initiate a replacement shipment immediately and arrange for the damaged unit to be retrieved by the carrier.

B. Returns for Change of Mind or Non-Defective Items

We offer a return option if the product is not what you expected, though this is subject to conditions to cover restocking and logistics.

  • Eligibility Period: Request must be initiated within 14 days of the delivery date.

  • Condition: The product must be in brand new, resalable condition: completely unused, unassembled, with all original protective packaging, hardware, and instructions intact. No scratches, dents, marks, or odors.

  • Return Authorization (RMA): A Return Merchandise Authorization number must be obtained from our customer service team before any return is shipped. Returns sent without an RMA will be refused and returned to sender at your expense.

  • Customer Responsibility: The customer is responsible for:

    • Return Shipping Costs: All costs associated with returning the item to our designated warehouse.

    • Original Shipping Costs: The original outbound shipping fee is non-refundable for change-of-mind returns.

    • Restocking Fee: A 15% restocking fee will be deducted from the product price refund to cover inspection, repackaging, and inventory processing.

  • Outcome: Upon receipt and successful inspection, a refund for the product price (minus the restocking fee and original shipping) will be issued to the original payment method.

C. Non-Returnable Items & Situations

To ensure fairness and operational viability, the following cannot be returned or refunded:

  1. Custom or Made-to-Order Items: Any bookcase modified from standard specifications (custom dimensions, special finishes not listed as standard, bespoke designs) is final sale.

  2. Assembled or Used Products: Any item that has been fully or partially assembled, or shows signs of use (placement in a room, books/items placed on it).

  3. Products with Missing or Damaged Packaging: Items must be returned in the original, sturdy manufacturer’s box with all interior padding.

  4. Products Purchased Through Final Sale or Clearance: These will be explicitly marked as “Final Sale” at the time of purchase.

  5. Gift Cards.

IV. The Step-by-Step Return Process

To ensure a smooth and traceable return, please follow these steps meticulously:

Step 1: Contact Customer Service Within the Eligibility Window.
Do not ship anything back without contacting us first.

  • Email: lcnecom@gmail.com with your order number and reason for return.

  • Phone: Call +84 9610 37868 during business hours.
    Provide detailed information and, for damage/defects, clear photographic evidence.

Step 2: Receive Your RMA & Instructions.
Our team will review your request and, if approved, issue a unique RMA number along with detailed instructions, including:

  • The designated warehouse return address.

  • Specific packing requirements.

  • For defect/damage returns: a prepaid shipping label and pickup instructions.

  • For change-of-mind returns: guidance on selecting a carrier and shipping the item at your expense.

Step 3: Securely Pack and Ship the Item.

  • Disassemble (if applicable): If you have assembled the product, you must carefully disassemble it.

  • Original Packaging: Use all original boxes, foam, corner protectors, and wrapping. If original packaging is damaged, you must source suitable replacement packaging that provides equivalent protection. We are not responsible for damage incurred during a return due to inadequate packing.

  • Include Documentation: Place a copy of the RMA authorization email inside the box. Write the RMA number clearly on the outside of the box.

  • Ship with a Trackable Service: For self-funded returns, you must use a trackable, insured carrier (FedEx, UPS, etc.). We cannot be responsible for items lost in return transit without tracking.

Step 4: Inspection and Resolution.

  • Transit Time: Allow 5-10 business days for the return to reach our warehouse after shipment.

  • Inspection Period: Upon receipt, our quality team will inspect the item within 3-5 business days to verify its condition against the return reason.

  • Notification & Outcome: We will email you with the inspection results.

    • If approved, we will immediately process your refund or replacement as agreed.

    • If the item does not meet return conditions (e.g., used, damaged by customer, missing parts), it will be shipped back to you at your expense, and no refund will be issued.

Step 5: Refund Processing.

  • Timeline: Once an inspection is approved, refunds are processed within 5 business days.

  • Method: The refund will be issued to the original payment method used for the purchase (credit/debit card, Google Pay, Apple Pay, etc.).

  • Bank Processing: After we process the refund, please allow 5-10 additional business days for it to appear on your bank or card statement, depending on your financial institution’s policies.

V. Exchanges

We do not offer direct “exchanges” as a parallel process. The most efficient way to get a different item is:

  1. Initiate a return for the original item as per the policy above.

  2. Once the return is approved and processed, place a new order for the desired item on our website. This ensures you secure inventory for the new product and receive it as quickly as possible.

VI. Damaged or Incorrect Items Upon Delivery

Immediate Action is Crucial.

  • Inspect Before Signing: If the delivery box shows obvious severe damage (crushed, punctured, wet), note this on the carrier’s delivery receipt BEFORE SIGNING. You can refuse the shipment, and it will be returned to us. Contact us immediately.

  • Inspect Immediately After Delivery: For concealed damage or if you received the wrong item, you must:

    1. Do not assemble.

    2. Take clear, well-lit photographs of the damage/wrong item, the packaging, and the shipping label.

    3. Contact us within 48 hours of delivery via email or phone with the evidence and your order number.

We will resolve these issues with highest priority, typically by dispatching a replacement immediately and coordinating the recovery of the incorrect/damaged item.

VII. Warranty Information

Our return policy for defects is complemented by a Limited Lifetime Warranty against manufacturing defects in materials and workmanship for the original purchaser. This warranty covers structural integrity and craftsmanship under normal residential use. It does not cover damage from accidents, misuse, improper assembly, neglect, or normal wear and tear. Warranty claims after the 30-day return period will be evaluated on a case-by-case basis, and resolution may involve repair, part replacement, or other remedies at our discretion. Please contact us for specific warranty claims.

VIII. International Returns

For customers outside the contiguous United States:

  • All policies apply, but return shipping costs are always the customer’s responsibility, even for defective items, unless otherwise specified due to our error.

  • You are responsible for any customs duties, taxes, or fees associated with the return shipment. We recommend using the original shipping method for returns to simplify customs documentation.

  • Refunds will be for the product price in USD. Currency exchange fluctuations or international transaction fees imposed by your bank are not our responsibility.

IX. FAQ: Refunds and Returns

Q: How long does the entire return/refund process take?
A: From initiation to refund posting, allow approximately 3-4 weeks: 1-2 weeks for return shipping and warehouse receipt, 3-5 days for inspection, 5 days for refund processing, and 5-10 days for your bank to post it.

Q: Can I return a gift?
A: If you received an item as a gift and have the order number, please contact us. We can issue a refund in the form of a store credit/gift card to the original order’s email address, subject to the same policy conditions.

Q: What if I am missing a part or the assembly instructions?
A: Contact us immediately. We will ship missing hardware or instructions to you free of charge. This does not require a full return.

Q: The item is too large/heavy for me to repack and ship. What are my options for a change-of-mind return?
A: For large items, you may need to engage a professional packing and shipping service. We can provide the item’s dimensions and weight to assist them in providing you a quote. The cost of this service is your responsibility.

Q: Why is there a restocking fee?
A: The fee covers the significant labor and cost involved in professionally inspecting, repackaging, and reintegrating a large furniture item into inventory, as well as the lost opportunity cost of the item being unavailable for sale during the process.

X. Our Commitment to Fairness and Resolution

This policy is designed to be fair to both our valued customers and our business, which relies on the careful management of high-value inventory. We administer it with flexibility and understanding, recognizing that every situation is unique. Our ultimate goal is not to limit you but to ensure that every American Gifter LLC product in the world is a source of pride and satisfaction for its owner.

If you have exceptional circumstances or questions about how this policy applies to your situation, please reach out. We are here to work with you.

Thank you for your understanding and for choosing American Gifter LLC.

Sincerely,
The American Gifter LLC Team