Refund and Return Policy

I. Our Commitment to Your Satisfaction

At Khemphone Pay LLC, your complete satisfaction with our bedroom furniture, headboards, dressers, and bedroom accessories is our paramount objective. We stand behind the quality and craftsmanship of every item we curate. This comprehensive Refund and Return Policy is designed with clarity and fairness at its core, providing you with a straightforward, transparent process for returns and refunds should a product not meet your expectations.

We believe a generous and well-communicated return policy is a hallmark of a confident and customer-centric retailer. This document outlines your rights, our procedures, and the conditions that apply, ensuring you can shop with peace of mind, knowing we are committed to a positive resolution should the need arise. Please read this policy carefully before making a purchase, as it constitutes a part of our Terms and Conditions.

II. Return Eligibility: Conditions and Timeframes

To maintain a high standard of service and fairness for all customers, returns must meet specific eligibility criteria.

A. Standard Return Window

We offer a 30-day return period from the date of delivery of your item(s). This window allows you ample time to unpack, assemble, and evaluate the product in your space. To be eligible for a return, the item must be in its original condition: unused, unassembled (if applicable), and in its original packaging with all parts, accessories, manuals, and tags included.

B. Non-Returnable Items & Situations

For reasons of hygiene, safety, and product integrity, the following items and situations are not eligible for return or refund:

  • Customized or Made-to-Order Items: Any product that has been customized per your specifications (e.g., special fabric, finish, or dimension) cannot be returned unless defective.

  • Final Sale Items: Certain products, which will be clearly marked as “Final Sale” or “Non-Returnable” on the product page, are sold as-is.

  • Opened or Used Bedding/Pillows: For health and hygiene reasons, any pillows, mattress toppers, or opened bedding sets that are not in sealed, original packaging cannot be returned.

  • Damaged Due to Customer Negligence: Items that have been damaged after delivery due to improper assembly, accidents, modification, or neglect.

  • Missing Parts or Packaging: Items returned without all original packaging materials, components, hardware, or instructions.

  • Items Purchased from Third-Party Retailers: Products not purchased directly from khemphone.store.

III. Initiation of Return: The Step-by-Step Process

To ensure a smooth and trackable return, you must follow the formal initiation process. Returns sent back without authorization will not be accepted.

  1. Contact Customer Service: Within the 30-day window, contact our team via email at payment@khemphone.store or through your account on our website. Provide your order number and the specific item(s) you wish to return.

  2. Reason for Return: State the reason for the return. This feedback is invaluable for our quality control and product development teams.

  3. Receive RMA & Instructions: Upon approval, our team will issue you a Return Merchandise Authorization (RMA) number and detailed instructions for packaging and shipping. The RMA number must be clearly marked on the outside of the return package. Returns without an RMA will be refused at our warehouse.

  4. Pack the Item Securely: Carefully repack the item in its original manufacturer’s packaging, using all original padding and materials. If the original packaging is damaged, you must provide suitable packaging that ensures the item is fully protected during transit. We recommend insuring the return shipment.

  5. Ship the Return: Using the carrier and method specified in your instructions, ship the package to the provided return address. You are responsible for the cost of return shipping and any insurance, unless the return is due to our error (e.g., wrong item shipped) or a confirmed product defect.

IV. Inspection, Refunds, and Timelines

Our goal is to process your return and issue any refund promptly and courteously.

A. Warehouse Inspection

Once your return is received at our fulfillment center, it will undergo a quality control inspection to verify that it meets the eligibility conditions outlined in Section II. This inspection typically occurs within 5-7 business days of receipt.

B. Refund Processing

  • Upon Successful Inspection: Once the return is approved, we will initiate your refund to the original payment method used for the purchase. This process is handled through our secure Stripe payment gateway.

  • Refund Timeline: Please allow up to 10 business days for the refund to be processed and reflected in your bank or credit card account. The exact timing depends on the policies of your financial institution.

  • Refund Amount: The refund will be for the purchase price of the returned item(s). Original shipping fees are non-refundable for returns that are not our fault. Return shipping costs, as noted, are the customer’s responsibility unless waived by us due to an error on our part.

  • Store Credit Option: In some cases, we may offer the alternative of store credit issued to your Khemphone Pay account. This credit may be issued faster than a standard refund and does not expire.

C. Failed Inspection

If the returned item does not pass our inspection (e.g., it is used, damaged, or missing parts), we will contact you via email to discuss the situation. Options may include:

  • Returning the item to you at your cost.

  • Offering a partial refund to account for the diminished value.

  • Proceeding with the refund minus a restocking fee (if applicable per the product terms).

V. Exchanges for a Different Item

We currently streamline the process by handling returns and new purchases separately. To exchange an item:

  1. Follow the standard return process to receive a refund for the original item.

  2. Once the refund is processed, place a new order for the desired item on our website.

This method ensures you receive the correct product pricing and any active promotions for your new purchase.

VI. Damaged, Defective, or Incorrect Items

We take full responsibility for errors or defects that originate from our warehouse or our suppliers.

  • Immediate Notification Required: If you receive an item that is damaged during shipping, defective, or incorrect (wrong item or color), you must notify us within 48 hours of delivery. Please email payment@khemphone.store with your order number, clear photographs of the damage/defect, and photos of the packaging.

  • Our Resolution Process: We will promptly arrange for a replacement, repair, or full refund at our discretion. We will provide a prepaid return shipping label for the defective/incorrect item and cover all associated costs. In some cases, we may not require the item to be returned (particularly for large furniture), and we will issue a refund or replacement immediately.

VII. Cancellations and Order Modifications

  • Order Cancellation: If you wish to cancel an order, please contact us immediately. If the order has not yet entered the picking/packing phase in our warehouse, we can usually cancel it and issue a full refund. Once an order is processed for shipment, it cannot be cancelled and will be subject to the standard return policy upon delivery.

  • Address Modifications: Contact us immediately if you need to change your shipping address. We can often accommodate changes if the order has not been handed off to the carrier. We are not responsible for orders shipped to an outdated or incorrect address provided by the customer.

VIII. International Returns

For customers outside the United States:

  • Return Shipping: You are responsible for all return shipping costs, customs duties, and taxes for international returns.

  • Inspection & Refund: The standard inspection and refund timelines apply upon receipt at our designated international returns center. Refunds will be issued in U.S. Dollars (USD); currency conversion fluctuations are the responsibility of the customer.

  • Required Documentation: It is your responsibility to complete any customs declarations accurately, marking the package as a “Return for Refund” with the provided RMA number to avoid import taxes on our end. We cannot process refunds for packages held or seized by customs.

IX. Legal Compliance and Policy Integrity

This policy is designed to be fair and compliant with relevant consumer protection laws. Some states or countries may provide specific statutory rights that are not altered by this policy. We reserve the right to modify this Refund and Return Policy at any time. The policy in effect at the time of your purchase will govern that transaction.

We believe that transparency in our policies builds lasting trust. By outlining these procedures in detail, we aim to eliminate uncertainty and ensure that every interaction with Khemphone Pay LLC is professional and respectful. Thank you for your understanding and for being a valued customer.