Return And Refund
Return and exchange arrangements for furniture products
Except for the following three situations, Caterlog does not accept returns or exchanges for all furniture products.
Caterlog will provide customers with free replacement parts/goods or repair services in the following three situations.
(It needs to be submitted to info@caterloghk.com within 1 day after receiving the product . Caterlog will respond within 7 days after receiving the application and decide whether to process the exchange application)
1. Send products that do not match the order
If Caterlog sends out products that do not match the order, Caterlog will be responsible for replacing them at no extra charge.
2. Serious quality problems caused by transportation:
- Before customers sign the receipt documents, they need to confirm whether the goods are in good condition. Once the receipt documents are signed, it is deemed that no damage occurred during transportation.
3. Serious quality problems caused by the manufacturer's design or production:
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Quality problems are caused by manufacturer's defects, but the following situations are not considered quality problems:
A. Differences between the goods and the items on display due to the natural characteristics of the materials or man-made materials, such as color differences, etc.
B. Wear and damage caused by improper installation, use, storage and damage caused by man-made or unnatural factors
C. Goods that customers have installed, disassembled, modified, and moved by themselves
Please note when returning or exchanging goods:
1. The design of the product may change slightly, and there are slight differences from the expected measurements (such as wood grain and color deviation). Differences in the color, size and design details of the product do not constitute grounds for return or exchange. , see "Customer Instructions" for details.
2. Caterlog does not provide any warranty or guarantee for its products for any reason after 7 days of receipt.
3. The exchange process requires a long processing time, Caterlog will not compensate for any time delay.
4. Any defective items cannot be exchanged. An on-site inspection will be arranged on the day the goods are recovered.
5. Returned merchandise must be unused and in resalable condition. Caterlog does not assume any responsibility if the product is damaged during the return period.
Products will be returned or exchanged within 7 days from the date of receipt of the return application.
Return and exchange arrangements
Customers are required to ensure that all packaging is returned in intact condition. Items that have been opened, used or damaged in any way due to personal reasons cannot be returned or exchanged.
Applications for returns and exchanges must be submitted within 1 day after receiving the goods. Overdue applications will not be accepted.
Requests for exchange or return can be made via email to info@caterloghk.com or Whatsapp, and the relevant order number, product name and reason for return should be noted in the content. There will be dedicated personnel to follow up on relevant application cases.
If it is confirmed that the status of the goods meets the requirements, the return and exchange process will begin. The entire process will take 14 working days to process (calculated from the time the returned goods arrive at the warehouse).
Please keep and return all packaging, including the original packaging box, original product labels, hang tags, and certification documents.
If the label or tag on the product is damaged or bent, it cannot be returned or exchanged.
All refunds will be credited back to your original payment account.
In the event of any dispute, Caterlog reserves the right to make the final decision.
If the following circumstances occur, Caterlog will bear the freight for returning and re-sending the product:
1. Items that do not match the order
2. The product itself is defective.
In other cases, the consumer is responsible for the shipping costs of returning and re-sending the product.