Refund policy

At Hewno, we take pride in the quality and craftsmanship of our solid wood furniture and decor. We want you to be completely satisfied with your purchase. If you are not entirely happy, we offer a straightforward 30-Day Return Policy.

1. Order Cancellation

Before Shipment: You may cancel your standard order for a full refund before it has been shipped. Please contact us immediately at service@hewno.com.
Custom & Special Orders: If you cancel a custom or personalized order before it ships, a 10% processing fee will be deducted from your refund, as these items are made specifically for you and cannot be easily resold. Once a custom order has been shipped, it cannot be canceled.
After Shipment: Once any order has been dispatched and is in transit, it cannot be canceled. You will need to receive the item and initiate a standard return.

2. 30-Day Return Window & Conditions

You have 30 days from the date of delivery to request a return or exchange. To be eligible for a return, the following conditions must be met:

The item must be in its original, unused, and unaltered condition.
The item must be returned with all original packaging materials, manuals, and accessories.
Items damaged due to improper installation, misuse, or mishandling by the customer or third-party contractors (e.g., hired electricians) are not eligible for a return or refund.

3. Non-Returnable Items

For safety and hygiene reasons, and due to the nature of certain products, the following items cannot be returned:

Clearance or Final Sale items (marked as "Non-returnable" on the product page).
Gift cards.
Personalized or custom-made items (unless defective).
Furniture that has already been assembled by the customer.

4. Who Pays for Return Shipping?

Reason for Return	Who Covers Return Shipping?
Hewno's Error: Item arrived damaged, defective, or the wrong item was sent.	Hewno covers 100% of the cost. We will provide a pre-paid return label or arrange a pickup.
Customer's Remorse: Changed mind, didn't like the style, or ordered the wrong size.	Customer is responsible for all return shipping costs.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us at service@hewno.com within 30 days of receipt. To expedite your claim, please include:

Your Order Number.
Clear photos or videos demonstrating the defect, damage, or incorrect item.
Photos of the exterior packaging (if claiming transit damage).

Note: If you visibly notice severe damage to the packaging upon delivery, please ask the carrier for a "Proof of Damage" document, if possible, and include it in your email to us. Upon verification, we will issue a full refund, send a replacement, or ship missing parts at no cost to you.

Authorized Return Addresses: To ensure efficient processing and provide the best service for our cross-border operations, we utilize dual return facilities. Please ensure you have contacted us at service@hewno.com to receive your Return Authorization Number before shipping any items back.

For Standard Furniture & Decor (US Customers): Returns for standard-sized items within the United States will be processed at our local facility: 12613 Executive Dr, Stafford, Texas, 77477, USA
For Custom-Made & Oversized Furniture: Returns or major repairs for special custom-crafted pieces are handled by our primary workshop and inspection center: Room 1611, Xusheng R&D Building, Xifa Zone B, Gonghe Industrial Road, Gongle Community, Xixiang Subdistrict, Bao'an District, Shenzhen, China, 518000

6. Return Process: Step-by-Step

Request Authorization: Email service@hewno.com with your order number and reason for return. Returns sent back without prior authorization will not be accepted.
Get Instructions: We will process your request within 48 hours and provide you with the correct Return Shipping Address and detailed instructions via email.
Pack & Ship: Securely pack the item in its original packaging. Ship the item using a trackable shipping service and email us the tracking number.

7. Refunds Processing Time

Once your return is received and inspected at our facility (please allow up to 5 business days for inspection), we will notify you of the approval or rejection of your refund.

If approved, the refund will be processed back to your original method of payment.
Please note that original shipping fees (if you paid for expedited shipping) are non-refundable. For buyer's remorse returns, the refund amount will be the product price minus any applicable return shipping costs you incurred.
It typically takes 7-10 business days for the credit to appear on your bank or credit card statement, depending on your financial institution's processing times.