WALNUTEDGE CUSTOMER CARE

Return & Refund Policy

At WALNUTEDGE, we want you to feel confident about your purchase. This policy explains how returns, exchanges, refunds, furniture deliveries, and product-related claims are handled.

Our Return Policy at a Glance

• 14-day return and withdrawal period for eligible purchases.

• Refund processing: generally 3–7 business days.

• Bank or payment provider posting time: generally 5–15 business days.

• Order processing: approximately 1–3 business days.

• Estimated delivery: approximately 5–8 business days after dispatch.

• Delivery coverage: the United States.

1. Return Eligibility and 14-Day Return Period

WALNUTEDGE offers eligible customers a 14-day return and withdrawal period. If you change your mind about a purchase, you may notify us of your decision to return the item within 14 calendar days after receiving the product.

The withdrawal period begins on the day you, or a person designated by you other than the carrier, physically receive the goods. For an order containing multiple items delivered separately, the period begins when the final item is received.

To exercise your right to withdraw, please contact our customer service team at chairena@walnutedge.com and provide your order number and a clear statement that you wish to return your purchase.

For an eligible change-of-mind return, products should be returned in their original condition, with all included components, accessories, hardware, manuals, and packaging reasonably available.

You may inspect a product to the extent reasonably necessary to determine its nature, characteristics, and functionality. However, damage, excessive use, missing components, unauthorized modifications, or assembly beyond what is reasonably necessary for inspection may reduce the refundable amount where permitted by applicable law.

Returning an item does not eliminate any applicable statutory consumer rights concerning defective, misrepresented, or incorrectly supplied products.

2. Right of Withdrawal and Refund Entitlement

If you exercise an applicable contractual or statutory right of withdrawal within the 14-day period, WALNUTEDGE will reimburse all payments received for the withdrawn order, including the cost of the least expensive standard delivery method offered for that order.

If you selected a more expensive delivery option, any additional amount charged for the premium delivery service is not refundable beyond the cost of the least expensive standard delivery option, where permitted by applicable law.

We will issue the refund without undue delay and no later than 14 calendar days after receiving notice of your decision to withdraw from the contract.

However, where permitted by applicable law, we may temporarily withhold the refund until we have received the returned goods or you have provided reasonable evidence that the goods have been sent back, whichever occurs first.

Refunds will generally be issued using the original payment method unless you expressly agree to another method that does not impose additional costs on you.

This 14-day withdrawal and reimbursement commitment is a customer policy offered by WALNUTEDGE and does not represent a statement that all U.S. online purchases are subject to a universal statutory cooling-off period.

3. How to Request a Return

Please follow these steps to arrange a return:

Please do not send furniture to the original shipping address or any other address without first receiving return authorization and instructions from our customer service team.

4. Return Shipping Costs and Responsibility

For eligible change-of-mind returns, customers are generally responsible for the direct return shipping costs, unless WALNUTEDGE agrees otherwise or applicable law requires us to cover those costs.

For furniture and other oversized products, return transportation may require a specialized freight carrier, scheduled pickup, or other arrangements rather than ordinary parcel shipping.

Before a customer authorizes a return shipment involving oversized furniture, we will communicate the applicable return shipping arrangements and any known customer-paid transportation costs.

If an item is defective, damaged during delivery, materially different from its description, or incorrectly supplied, please contact us before arranging transportation. We will review the circumstances and coordinate an appropriate resolution, including reasonable return or replacement transportation where applicable.

Customers should not independently arrange expensive freight returns for damaged or incorrectly supplied products without first contacting us.

Any return-related deduction will be limited to amounts permitted by applicable law and supported by the circumstances of the return. We do not impose automatic or undisclosed restocking penalties.

5. Furniture Returns and Oversized Item Handling

Furniture products may require special handling because of their size, weight, packaging, and assembly requirements.

For oversized furniture returns, the return process may involve a scheduled freight pickup, curbside collection, or another suitable transportation method specified in the return instructions.

Customers are responsible for making the item reasonably accessible for the agreed pickup, including ensuring that it is properly packaged and that the collection location is accessible to the assigned carrier.

Unless otherwise agreed, customers should disassemble furniture when reasonably necessary for safe transportation, following the product's assembly instructions. Customers should not undertake unsafe disassembly or modify the product in a way that could create additional damage.

If the original packaging is unavailable, please contact us before arranging the return. We will advise whether alternative protective packaging is acceptable.

Furniture that has been assembled, installed, modified, or used may require an individual condition assessment. Any reduction in refund value must be based on actual diminished value and permitted by applicable law.

6. Delivery Inspection and Visible Damage

Furniture deliveries should be inspected as carefully as reasonably possible at the time of delivery.

Before signing for a shipment, please check the external packaging for visible damage, including crushed corners, punctures, torn cartons, moisture exposure, broken packaging, or signs of mishandling.

If visible damage is present, please:

• Take clear photographs of the damaged packaging and affected areas.
• Record the visible damage on the carrier's delivery receipt or proof of delivery, if possible.
• Request the carrier's damage notation or supporting delivery documentation where available.
• Contact WALNUTEDGE promptly with your order number and supporting photographs.

If you discover concealed damage after opening the packaging, please notify us within 7 calendar days after delivery whenever possible.

For concealed damage reports, please provide photographs of the external packaging, shipping labels, the damaged product, and the affected components. This information helps us assess the claim and coordinate with the relevant transportation provider.

Please retain the original packaging and damaged components until the claim has been reviewed. Do not discard or dispose of the affected furniture without our guidance when a transportation claim may be required.

The 7-day reporting period is a requested claim-reporting window to help facilitate investigation and carrier documentation. It does not automatically eliminate any non-waivable consumer rights or remedies that may apply under applicable law.

7. Damaged, Defective, or Incorrect Products

If your furniture arrives damaged, has a manufacturing defect, is missing essential components, or does not match the product ordered, please contact us as soon as reasonably possible.

To help us evaluate your request, please provide:

• Your order number.
• A description of the issue.
• Clear photographs or videos showing the affected area.
• Photographs of the packaging and shipping label, where relevant.
• Information about any missing or incorrectly supplied components.

After reviewing the available information, we may offer an appropriate remedy depending on the nature and severity of the issue, including:

• Replacement of affected parts or components.
• Replacement of the affected product.
• A reasonable partial refund where appropriate and agreed.
• A return and refund where appropriate.

We may request additional photographs, documentation, or a reasonable inspection to understand the issue. We will not require an unnecessary return when the issue can reasonably be resolved through another appropriate method.

Any resolution will be assessed in accordance with the circumstances and applicable consumer protection laws. Nothing in this policy limits rights or remedies that cannot legally be excluded.

8. Delivery Refusal, Failed Delivery, and Unclaimed Shipments

If you are unable to accept a scheduled furniture delivery, please contact us as early as possible so that we can review available delivery alternatives.

For large furniture shipments, a delivery attempt may involve carrier scheduling, specialized equipment, vehicle allocation, or warehouse coordination.

If a shipment is refused without a valid delivery-related reason, or cannot be completed because of circumstances within the customer's control, the carrier may return the item to the shipping facility or designated warehouse.

Where permitted by applicable law, reasonable and documented transportation, return freight, storage, or redelivery costs directly resulting from an unauthorized refusal or failed delivery may be deducted from an otherwise refundable amount.

We will not apply arbitrary refusal penalties or charge undisclosed fees. Any deduction must be reasonably related to actual costs and must comply with applicable law.

If delivery fails because of carrier error, incorrect shipping information attributable to us, product damage, or another circumstance for which the customer is not responsible, we will review the situation and determine an appropriate resolution without improperly transferring those costs to the customer.

A refused delivery does not automatically constitute an accepted return or completed cancellation request. Please contact customer service to confirm the appropriate next steps.

9. Standard Delivery and White Glove Services

Delivery services for furniture may vary depending on product dimensions, destination, carrier availability, and the service level selected at checkout.

Standard Delivery: Standard delivery generally provides transportation to the designated delivery address or the carrier's applicable delivery location. It does not automatically include indoor placement, room-of-choice delivery, unpacking, assembly, installation, or removal of existing furniture.

Curbside Delivery: Where applicable, the carrier may deliver the shipment to an accessible location outside the customer's property. Customers should arrange suitable assistance for moving heavy items from the delivery location.

White Glove Delivery: If offered and selected, white glove delivery may include additional services such as indoor placement, unpacking, packaging removal, or other handling services expressly identified in the service description at checkout.

White glove services are not included in standard delivery unless expressly stated. Assembly, installation, stair carrying, elevator handling, and removal of old furniture are not included unless specifically confirmed as part of the selected service.

Any additional service limitations, access requirements, scheduling conditions, or charges will be communicated before the applicable service is confirmed.

Customers should ensure that doorways, hallways, staircases, elevators, and intended placement areas are reasonably accessible for the selected furniture.

10. Order Processing and Delivery Estimates

Orders are generally processed within 1–3 business days after payment authorization and order confirmation.

Estimated delivery generally takes 5–8 business days after dispatch. Actual delivery times may vary depending on the destination, carrier operations, product availability, weather, transportation conditions, and other circumstances beyond our reasonable control.

These estimates are provided for planning purposes and are not an unconditional guarantee of delivery on a particular date unless expressly confirmed otherwise.

Customers will be provided with available shipping and tracking information once the order has been dispatched.

For oversized furniture, delivery may require additional scheduling or coordination with the carrier. A carrier may contact the recipient to arrange a suitable delivery appointment where applicable.

Please ensure that the shipping address and contact details provided at checkout are accurate and complete. Address corrections or delivery changes after dispatch may depend on carrier availability and may result in additional costs where applicable.

11. Shipping Areas, Rates, and Charges

WALNUTEDGE currently provides delivery services within the United States.

Our standard shipping charges are as follows:

The applicable shipping charge will be displayed during checkout before the order is completed.

Product prices and applicable mandatory charges will be disclosed in the order total before payment. Any applicable taxes and other charges will be presented in accordance with the pricing and tax rules governing the transaction. No undisclosed mandatory fees will be added after order confirmation.

Optional premium delivery services, if available, may carry additional charges that will be disclosed before purchase.

12. In-Stock, Pre-Order, and Custom Furniture

Different product categories may be subject to different availability, processing, and cancellation arrangements.

For all product categories, any cancellation restriction or special return condition will be disclosed before purchase where required. Nothing in this section overrides mandatory consumer rights.

13. Product Materials, Colors, and Dimensions

We make reasonable efforts to display product descriptions, dimensions, materials, finishes, and photographs as accurately as possible.

Actual product appearance may vary slightly due to lighting conditions, photography, display settings, manufacturing tolerances, natural material characteristics, and differences between individual production batches.

Natural materials, including wood, wood veneer, stone, leather, and other textured materials, may exhibit variations in grain, color, surface pattern, texture, and finish. Such variations may be inherent characteristics of the material rather than defects.

Product dimensions are provided as a reasonable guide. Minor manufacturing tolerances may occur. Customers should review the listed dimensions and measure the intended placement area, doorways, staircases, and access routes before placing an order.

Product photographs and digital representations are illustrative. A reasonable difference in appearance caused by screen settings or natural material variation does not automatically constitute a product defect.

However, this section does not exclude remedies for material differences between the product delivered and the description or specifications presented at the time of purchase.

14. Order Cancellation and Changes

If you wish to cancel or modify an order, please contact us as soon as possible after placing it.

Cancellation requests received before dispatch may generally be accommodated, subject to order status and any applicable legal requirements.

Once an order has been dispatched, it may no longer be possible to stop the shipment. In that situation, the standard return procedure may apply.

For pre-order and custom furniture, cancellation requests may be affected by the production or manufacturing stage. Any applicable restrictions must be consistent with applicable law and any terms disclosed before purchase.

Where WALNUTEDGE cannot fulfill an order within the promised shipping timeframe, we will provide appropriate delay information and obtain the customer's consent to the delay or issue a refund as required by applicable law.

We reserve the right to cancel an order when necessary because of genuine inventory unavailability, fulfillment limitations, payment authorization problems, suspected fraudulent transactions, or other legitimate operational reasons. If an order is cancelled by us after payment has been collected, the applicable refund will be issued.

15. Refund Processing Time

Once your return has been approved and the applicable refund conditions have been satisfied, WALNUTEDGE will initiate the refund to your original payment method whenever possible.

Our refund processing time is generally 3–7 business days.

Bank and payment provider posting time is generally 5–15 business days.

These are separate processing stages. The 3–7 business-day period refers to our internal refund processing, while the additional 5–15 business days refers to the time that a bank, card issuer, or payment provider may require to display the credited amount in your account.

Actual posting times may vary depending on the payment method, financial institution, card issuer, weekends, and public holidays.

Where the applicable 14-day withdrawal reimbursement deadline applies, we will issue the refund within that deadline, subject only to the permitted temporary withholding described in Section 2. The internal 3–7 business-day estimate does not extend that deadline.

If you have not received the refund after the expected posting period, please first check with your payment provider or financial institution. You may also contact us with your order number so that we can assist in checking the refund status.

16. Exchanges and Replacement Requests

WALNUTEDGE handles exchanges based on product availability and the nature of the request.

If you wish to exchange an eligible product for another item, please contact customer service with your original order number and the requested replacement details.

Exchanges may require the original product to be returned and inspected before a replacement is dispatched.

If the requested replacement has a different price, any applicable price difference will be communicated before the exchange is finalized.

If the requested item is unavailable, we will discuss reasonable alternatives, including a refund where appropriate.

For damaged, defective, or incorrectly supplied products, replacement parts or products may be arranged as an appropriate remedy without requiring an ordinary change-of-mind exchange.

17. Payment Security and Transaction Verification

Payments made through our online store are processed using the payment methods and payment service providers made available during checkout.

Payment authorization and transaction verification may be performed by third-party payment processors, card networks, financial institutions, and fraud prevention services.

To help protect customers and our business, certain orders may undergo additional verification when unusual transaction activity, inconsistent billing information, or other potential security concerns are identified.

We may request reasonable information necessary to verify an order or payment where permitted by applicable law. Sensitive payment credentials should not be sent to us by ordinary email.

We do not promise that any online payment method is entirely free from security risks. Payment processing is also subject to the applicable terms and privacy practices of the relevant payment provider.

18. Third-Party Carriers and Logistics Providers

WALNUTEDGE may work with independent shipping companies, freight carriers, fulfillment providers, warehouse operators, and delivery service partners to process and deliver orders.

These providers may receive information necessary to perform their services, including the recipient's name, shipping address, telephone number, delivery instructions, order reference, and shipment details.

Carrier tracking systems, delivery scheduling, proof of delivery, and freight claims may be managed through third-party platforms.

We will make reasonable efforts to coordinate with the relevant provider when a shipment is delayed, lost, damaged, or incorrectly delivered.

However, carrier operational procedures, scheduling decisions, transportation networks, and warehouse handling processes may be outside our direct control. We cannot guarantee the performance of independent carriers or eliminate all risks associated with transportation.

This does not release WALNUTEDGE from its applicable obligations as the seller or remove any consumer rights or remedies that cannot legally be excluded.

19. Personal Information and Data Collection

WALNUTEDGE collects and processes personal information as reasonably necessary to operate our online store, fulfill orders, provide customer service, handle returns, process refunds, prevent fraud, and comply with applicable legal obligations.

The types of information we may collect include:

• Name and contact information.
• Billing and shipping addresses.
• Email address and telephone number.
• Order history, product selections, and transaction records.
• Return requests, refund information, and customer service communications.
• Device, browser, website usage, and technical information where applicable.

We may share relevant information with third-party service providers when necessary to perform business operations, including:

• Payment processors and financial service providers for transaction processing and refund handling.
• Shipping carriers and logistics providers for delivery and return transportation.
• Warehouse and fulfillment providers for inventory handling and order processing.
• Fraud prevention and security providers for transaction verification.
• Website hosting, ecommerce platform, and technical service providers for store operations.
• Professional advisers and government authorities where disclosure is legally required or reasonably necessary to protect legal rights.

We do not authorize service providers to use customer information for unrelated purposes beyond their permitted services, subject to their applicable contractual and legal obligations.

We do not sell customer personal information in exchange for monetary consideration. Any sharing or disclosure of personal information will be handled in accordance with applicable privacy laws and the purposes described in our privacy practices.

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including order fulfillment, accounting, dispute resolution, fraud prevention, and legal compliance.

20. California Consumer Privacy Rights (CCPA/CPRA)

California residents may have additional privacy rights under the California Consumer Privacy Act, as amended by the California Privacy Rights Act (CCPA/CPRA), subject to the applicability requirements and exceptions provided by law.

Depending on the circumstances, eligible California residents may have the right to:

• Right to Know: Request information about the categories and specific pieces of personal information collected, the sources of that information, the purposes of collection, and the categories of third parties to whom it is disclosed.
• Right to Delete: Request deletion of personal information we have collected, subject to applicable legal exceptions and retention requirements.
• Right to Correct: Request correction of inaccurate personal information.
• Right to Opt Out: Opt out of the sale or sharing of personal information where applicable.
• Right to Limit Sensitive Information Use: Request limitations on certain uses and disclosures of sensitive personal information where the law provides this right.
• Right to Non-Discrimination: Exercise applicable privacy rights without unlawful discrimination or retaliation.

To submit a privacy request, contact us at chairena@walnutedge.com with the subject line "California Privacy Request."

We may need to verify your identity or authority to make a request before providing information or taking action. Authorized agents may submit requests on behalf of eligible consumers where permitted by law, subject to appropriate verification.

We will respond within the timeframes required by applicable privacy law. Certain information may need to be retained when necessary to complete transactions, maintain records, comply with legal obligations, detect security incidents, or establish, exercise, or defend legal claims.

We will not unlawfully discriminate against customers for exercising their applicable privacy rights.

21. Data Deletion Requests and Privacy Inquiries

You may contact us to request access to, correction of, or deletion of personal information associated with your account or transactions, subject to applicable law.

Please email chairena@walnutedge.com and include sufficient information for us to identify and review your request.

We may retain certain information where reasonably necessary to:

• Complete pending orders, returns, or refunds.
• Maintain financial, tax, and transaction records.
• Detect, investigate, and prevent fraudulent or unlawful activity.
• Resolve customer disputes and enforce applicable agreements.
• Comply with legal or regulatory requirements.

Where deletion is legally required and no applicable exception applies, we will take reasonable steps to fulfill the request.

We may also retain limited information in restricted records where necessary to document that a privacy request was received and properly handled.

22. International Privacy Principles

Although WALNUTEDGE primarily serves customers in the United States, we seek to handle personal information responsibly and transparently.

Where applicable to a particular customer or transaction, we may take into account relevant principles reflected in the European Union General Data Protection Regulation (GDPR), including transparency, purpose limitation, data minimization, security, and appropriate data retention.

Where GDPR applies, individuals may have additional rights, including rights to access, rectify, erase, restrict, or object to certain processing activities, as well as data portability and the right to lodge a complaint with a competent supervisory authority, subject to the conditions and exceptions established by law.

Personal information may be processed or stored in countries other than the country in which it was collected. Where required, appropriate safeguards will be considered for international data transfers.

This section is intended as a general privacy commitment and does not imply that every GDPR provision automatically applies to every U.S. customer or transaction.

23. Force Majeure and Circumstances Beyond Our Control

Delivery and fulfillment may occasionally be affected by circumstances beyond our reasonable control, including severe weather, natural disasters, transportation disruptions, labor interruptions, public emergencies, government restrictions, warehouse incidents, and other unforeseen events.

When such circumstances materially affect an order, we will make reasonable efforts to communicate relevant updates and provide appropriate options in accordance with applicable law.

Nothing in this section excludes obligations that cannot legally be waived or limits a customer's mandatory rights to cancellation or refund where applicable.

24. Policy Scope and Consumer Rights

This Return & Refund Policy applies to purchases made through the WALNUTEDGE online store and should be read together with the applicable product descriptions, order confirmation, shipping information, and other relevant store policies.

If any provision of this policy conflicts with a mandatory consumer protection requirement, the mandatory legal requirement will prevail to the extent of the conflict.

Nothing in this policy is intended to waive, exclude, or restrict any consumer right or remedy that cannot legally be waived, excluded, or restricted under applicable federal or state law.

Where a particular provision is found unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

25. Withdrawal Form

If you wish to exercise your 14-day right of withdrawal, you may use the following form. Completing every field is not required if your withdrawal statement otherwise clearly identifies the order and your intention to withdraw.

26. Contact Information

If you have questions about returns, refunds, delivery arrangements, damaged products, exchanges, or privacy requests, please contact our customer service team.

For faster assistance, please include your order number in all return, refund, delivery, and product-related inquiries.

WALNUTEDGE

Customer Care · Returns · Refunds · Privacy