Refund policy
At Creston Living, we take pride in the quality of our furniture and lighting products. If you are not completely satisfied with your purchase, we are here to help.
This Return & Refund Policy applies to all purchases made through Creston Living and is designed to provide a transparent and fair return process for our customers within the United States.
1. Return Eligibility
You may request a return within 30 days of delivery.
To qualify for a return:
• The item must have been delivered within the last 30 days.
• The item must be unused, uninstalled, and in resalable condition.
• The item must be returned with its original packaging, protective materials, accessories, manuals, and components.
• Proof of purchase or order confirmation must be provided.
Returns that do not meet these requirements may be refused.
2. How to Start a Return
To initiate a return, please contact our customer support team before sending any item back.
Email:
support@crestonliving.com
Please include:
• Order Number
• Reason for Return
• Photos of the Product
• Photos of the Packaging
• Any relevant supporting information
Once approved, we will issue a Return Merchandise Authorization (RMA) and provide the appropriate return instructions.
Please do not return products without prior written authorization.
Unauthorized returns may be refused and may not qualify for a refund.
3. Return Shipping Fees
The responsibility for return shipping depends on the reason for the return.
| Return Reason | Return Shipping Responsibility |
|---|---|
| Product Arrived Damaged | Creston Living |
| Manufacturing Defect | Creston Living |
| Incorrect Item Received | Creston Living |
| Missing Parts Caused by Fulfillment Error | Creston Living |
| Customer Ordered Incorrect Item | Customer |
| Change of Mind | Customer |
| No Longer Needed | Customer |
| Personal Preference | Customer |
Standard Parcel Returns
For eligible parcel shipments, customers may purchase their own trackable return shipping label or use a carrier of their choice.
Oversized Furniture Returns
For oversized furniture and freight shipments, return transportation costs can be substantial.
To simplify the process, our customer support team can assist with arranging pickup through our contracted freight carriers.
The actual return freight cost will be provided and confirmed with you before any pickup is scheduled. While costs vary depending on the item's size, weight, and delivery location, return freight charges typically range between 10% and 15% of the original order value.
If the customer approves the return shipment, the freight cost will be deducted from the final refund amount after the returned item has been received and inspected.
Restocking Fees
| Fee Type | Amount |
| Restocking Fee | $0 |
| Handling Fee | $0 |
| Repackaging Fee | $0 |
We do not charge restocking fees on approved returns.
4. Damaged, Defective, or Incorrect Items
Please inspect your shipment immediately upon delivery.
For freight deliveries, customers should inspect both the packaging and the product before signing the carrier's Proof of Delivery whenever reasonably possible.
If severe transit damage is visible upon delivery, customers may refuse the shipment and note the damage on the carrier's delivery record.
If you receive:
• A damaged item
• A defective item
• An incorrect item
• An item with missing components
Please contact support@crestonliving.com within 48 hours of delivery and provide:
• Order Number
• Photos of the Shipping Label
• Photos of the Outer Packaging
• Photos or Videos Showing the Issue
Our team will review the claim and provide an appropriate resolution, which may include:
• Replacement Parts
• Product Replacement
• Repair Assistance
• Return Authorization
• Refund Approval
5. Non-Returnable Items
The following items cannot be returned:
• Gift Cards
• Customized Products
• Personalized Products
• Special-Order Items Produced to Customer Specifications
• Items Returned Outside the 30-Day Return Window
• Items Showing Signs of Installation, Use, Abuse, Alteration, or Damage Not Caused by Transit
6. Exchanges
We currently do not process direct product exchanges.
If you would like a different item, please:
- Submit a return request for the original item.
- Complete the approved return process.
- Place a new order for the desired product.
This helps ensure faster processing and inventory accuracy.
7. Refund Processing
Once your return arrives at the designated return facility, it will be inspected.
You will receive an email notification regarding the approval or rejection of your refund.
Approved Refunds
If approved, refunds will be issued to the original payment method.
| Refund Stage | Estimated Time |
| Inspection & Approval | 1–3 Business Days |
| Refund Processing | 5–7 Business Days |
| Bank or Card Provider Processing | Varies by Financial Institution |
Please note that actual posting times may vary depending on your bank, credit card provider, PayPal, Shop Pay, or other payment service.
If you have not received your refund after 10 business days following approval, please contact our customer support team.
8. Partnered Return Facilities
To ensure proper processing and inspection, all returns require prior authorization from our customer support team.
Do not send any item back without receiving an approved Return Merchandise Authorization (RMA).
Approved returns will be directed to our designated U.S. return facility:
Creston Living Returns Department
4651 E Francis St
Ontario, CA 91761
United States
The return address may only be used after receiving written return instructions from our support team.
Returns sent without authorization may be refused or experience processing delays.
9. Contact Information
| Information | Details |
| Brand Name | Creston Living |
| Business Address | No. 869 Chenghu North Avenue, Liantang Town, Nanchang, Jiangxi, China, 330200 |
| Customer Support Email | support@crestonliving.com |
| Customer Support Phone | +1 (888) 988-6530 |
| Support Hours | Monday–Friday, 9:00 AM – 6:00 PM EST |
| Response Time | Within 24 Business Hours |
This Return & Refund Policy is maintained by Jinyuntong Building Materials Business Department of Nanchang County for Creston Living customers within the United States.