Refund policy
1. Return Eligibility
We accept returns on most items within 30 days of delivery. To qualify for a return, your item must meet the following conditions:
The item must be unused, unassembled, and in its original packaging (including all parts, hardware, and instructions).
For furniture returns, the item must be in its original condition (no signs of use, damage, or wear).
Custom or personalized items (such as custom finishes or size modifications) are not eligible for return unless damaged or defective.
2. How to Initiate a Return
To begin the return process, please contact our Customer Service Team at support@woxy.store within 30 days of receiving your order.
Provide your order number, the item(s) you wish to return, and the reason for return.
Our team will guide you through the return process and provide you with a return authorization and instructions on how to send the item back.
3. Return Shipping Costs
Standard items: If the return is due to a mistake on our part (e.g., damaged, defective, or incorrect items), we will cover the return shipping cost.
Non-defective returns (i.e., you changed your mind or no longer want the item) are subject to a return shipping fee. You will be responsible for shipping costs, and a $25 return shipping fee (or higher, depending on size) will be deducted from your refund.
For large furniture items, return shipping fees will vary based on the size and weight of the item. We will provide you with an estimate of the return shipping cost upon request.
Refund is made to the original channel used to place the order only.
4. Return Process for Large Items (White Glove Delivery)
For large items delivered by white glove service, we’ll arrange for a pickup at a time that’s convenient for you.
You will receive an email with specific instructions and details regarding the pickup process.
White glove delivery returns are subject to a pickup fee, which may vary depending on the item’s size and your location.
5. Refund Process
Once we receive and inspect the returned item, we will process your refund. Please allow 7-10 business days for us to process your return and issue your refund.
Refunds will be issued to the original payment method. The original shipping costs and return shipping fees (if applicable) will be deducted from your refund amount.
6. Damaged or Defective Items
If you received an item that is damaged, defective, or incorrect, please contact our Customer Service Team within 5 business days of receiving your order.
We will arrange for a replacement or issue a full refund, including any shipping fees.
You may be asked to provide photos of the damage or defect to assist in the claims process.
7. Items Not Eligible for Return
The following items are not eligible for return:
Custom or personalized items (including furniture with custom finishes or alterations, wall art and custom home decor items).
Clearance or final sale items.
Gift cards
8. Exchanges
We do not offer direct exchanges for furniture. If you would like to exchange an item, please follow the return process outlined above, and place a new order for the item you’d like instead.
9. Cancellations
If you wish to cancel your order, please contact us within 24 hours of placing the order. Once an order has entered the shipping or delivery process, it cannot be canceled.
10. Important Notes
Restocking Fees: In some cases, a restocking fee of up to 20% of the item’s purchase price may apply for returns of large or bulky furniture items. This fee will be deducted from your refund.
Multi-Unit Deliveries: If your order includes multiple items and you wish to return only part of the order, you may be charged additional shipping or handling fees.