Refund Policy

Refund Policy - ezocloth

This refund policy outlines the terms and conditions for requesting refunds on sofa products (including loveseats, sectionals, modular sofas, fabric sofas, and related accessories) purchased from ezocloth (the "Site"). By placing an order on the Site, you agree to comply with this policy, as well as our Terms of Purchase and Privacy Policy.

1. Eligibility for Refunds

You may request a refund only if all the following conditions are met:

• The refund request is submitted within 60 days of the product delivery date (we use delivery confirmation from the shipping carrier to verify this timeline);

• The sofa or accessory is unused, undamaged, and in its original packaging—including protective materials (e.g., foam, plastic covers for sofa frames), original tags, assembly manuals, hardware (e.g., sofa legs, modular connectors), and all included accessories;

• You provide valid proof of purchase, such as your order confirmation email, invoice, or order number (available in your Account or delivery confirmation);

• The product is not a custom or personalized item (e.g., made-to-order fabric colors, custom-sized sectionals) unless the custom item is defective, damaged, or incorrect due to our error (e.g., wrong fabric sent).

Refunds will NOT be approved for:

• Sofas damaged due to improper use, neglect, accidental damage (e.g., stains from unapproved cleaners), or incorrect assembly after delivery;

• Items returned without original packaging (risking further damage during transit) or missing components (e.g., missing sofa legs, lost assembly hardware);

• Requests made after the 60-day return window has expired;

• Clearance or final-sale sofas (marked as "Final Sale" on the product page at the time of purchase).

2. How to Request a Refund

To initiate a refund for sofas (considering their size and shipping requirements), follow these steps:

1. Contact Our Support Team: Send an email to [email protected] with the following details:

• Your full name and order number;

• The product name/SKU (e.g., "Gray Linen Sectional Sofa - SKU: EZ-SEC-001");

• A clear reason for the refund (e.g., "sofa doesn’t fit space," "defective fabric");

• Photos of the product (including packaging, tags, and any damage/defects, if applicable) to help us assess eligibility.

1. Receive Return Authorization (RA): Our team will review your request within 1–2 business days. If approved, we’ll send you a unique RA number and tailored instructions, including:

• The return address (specific to large furniture items);

• Guidelines for securely packaging sofas (e.g., how to protect sectional pieces, recommended packaging materials);

• Details on shipping (e.g., carriers approved for large furniture, how to schedule pickup if needed).

1. Ship the Product Back:

• Label the package with your RA number (visible on the outer box—this helps us track your return);

• Use the original packaging if possible (it’s designed to protect the sofa during transit);

• You are responsible for shipping costs unless the refund is due to a defective, damaged, or incorrect product (we will provide a pre-paid shipping label or reimburse approved shipping costs for these cases).

1. Confirm Delivery and Inspection: Once we receive your returned sofa, our team will inspect it within 2–3 business days to verify it meets eligibility criteria (e.g., no damage, original packaging). We’ll send you an email to confirm receipt and inspection results.

3. Refund Processing Timelines & Details

• Processing Time: After confirming your returned sofa is eligible for a refund, we will process the refund within 5–10 business days.

• Refund Currency: All refunds are issued in United States Dollars (USD)—matching the currency used for your original purchase.

• Refund Method: The refund will be credited back to your original payment method (e.g., credit card, PayPal). Note that your financial institution may take an additional 1–3 business days to reflect the refund in your account (this depends on their internal processing times).

• Discounts & Promotions: If you used a discount code or promo offer for your original purchase, the refund will be for the amount you actually paid (after the discount is applied)—not the full retail price.

4. Special Cases

4.1 Defective or Damaged Sofas

If you receive a sofa that is defective (e.g., loose stitching, broken frame), damaged (e.g., torn fabric, scratches from transit), or not as described (e.g., wrong sofa style, incorrect fabric color), take these steps:

• Contact us within 7 days of delivery (include photos of the issue and delivery packaging to document damage);

• We will arrange for a free return (we’ll cover all shipping costs, including a pre-paid label for large sofas);

• You can choose between a full refund or a replacement sofa (if the same style/fabric is in stock);

• Refunds or replacements will be processed within 5–10 business days of us receiving the defective/damaged item.

4.2 Canceled Orders

• If you cancel an order before it is shipped (we’ll confirm shipment status via email), we will issue a full refund within 5–10 business days of cancelation.

• If you cancel an order after it has shipped, you must follow the return process outlined in Section 2—refunds will be issued only after we receive and inspect the returned sofa.

4.3 Missing or Lost Shipments

If your sofa order is marked as "delivered" by the shipping carrier but you have not received it:

• Contact us within 3 days of the "delivered" status update (include your order number and tracking number);

• We will work with the carrier to investigate (this may take 3–5 business days, especially for large furniture);

• If the shipment is confirmed lost, we will either:

• Reship the same sofa to you for free, or

• Issue a full refund within 5–10 business days (your choice).

5. Additional Terms

• Fraud Prevention: We reserve the right to deny refund requests if we suspect fraud (e.g., returning a different sofa than the one purchased, altering proof of purchase, or submitting duplicate refund requests).

• Return Condition Disputes: If our inspection finds the sofa does not meet eligibility criteria (e.g., hidden damage not reported), we will notify you via email and offer to return the item to you (you will be responsible for return shipping costs) or dispose of it (with your consent).

• Warranty vs. Refunds: This refund policy does not replace our product warranty (if applicable)—warranty claims for post-refund issues (e.g., fabric wear after 6 months) are handled separately.

6. Contact Us

If you have questions about this refund policy, need help with a refund request, or want to dispute an inspection result, email our support team at [email protected]. We’ll respond to your inquiry within 1–2 business days and work to resolve your issue promptly.

For urgent refund matters (e.g., defective sofa affecting use), mention "Urgent Refund Request" in your email subject line—we’ll prioritize these inquiries.