Return & 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, subject to applicable law.

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 or experience processing delays, subject to applicable law.

3. Order Cancellation

Customers may request an order cancellation by contacting support@crestonliving.com.

Within 48 Hours of Order Placement

Orders canceled within 48 hours of placement are eligible for free cancellation and a full refund, provided the order has not yet shipped.

After 48 Hours, Before Shipment

For cancellation requests submitted more than 48 hours after the order was placed but before shipment, a 5% restocking fee based on the original order value will apply.

This fee covers order preparation, inventory allocation, and related handling costs.

The remaining eligible balance will be refunded to the original payment method after the cancellation has been approved.

After Shipment

Once an order has shipped or been transferred to the carrier, it can no longer be canceled. Customers may request a return after delivery in accordance with this Return & Refund Policy.

Customer-initiated cancellation fees do not apply when the cancellation results from an error by Creston Living or where otherwise prohibited by applicable law.

4. Return Shipping Fees & Customer-Initiated Returns

The responsibility for return shipping and applicable fees depends on the reason for the return.

Return Reason	Return Shipping Responsibility	Additional Return Fee
Product Arrived Damaged	Creston Living	None
Manufacturing Defect	Creston Living	None
Incorrect Item Received	Creston Living	None
Missing Parts Caused by Fulfillment Error	Creston Living	None
Customer Ordered Incorrect Item	Customer	10%
Change of Mind	Customer	10%
No Longer Needed	Customer	10%
Personal Preference	Customer	10%
Incorrect Size Selection	Customer	10%
Acceptable Color Variations	Customer	10%
Natural Material Characteristics	Customer	10%

The 10% fee is calculated based on the original order value.

Customer-Initiated Returns

For eligible returns requested due to customer preferences or customer-related reasons, including changes of mind, incorrect size selection, acceptable color variations, natural material characteristics, or items that no longer meet the customer's needs, the customer is responsible for:

• The actual return shipping cost.

• An additional 10% fee based on the original order value, covering restocking, storage, and product depreciation costs.

To qualify for a standard customer-initiated return, the item must be unused, uninstalled, in resalable condition, and returned with its original packaging and protective materials intact.

Normal variations in color, texture, grain, veining, and other characteristics of natural materials are not considered manufacturing defects when they fall within the product's disclosed specifications and reasonable material tolerances.

Returns involving damaged, incomplete, or missing packaging will be reviewed separately for eligibility. Any applicable additional charges will be disclosed before the return is authorized.

Standard Parcel Returns

For eligible parcel shipments, customers may purchase their own trackable return shipping label or use a carrier of their choice, subject to the provided return instructions.

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.

This estimated return freight cost is separate from the 10% customer-initiated return fee.

If the customer approves the return shipment, applicable return shipping and return-related charges will be deducted from the final refund amount after the returned item has been received, inspected, and approved.

White-Glove Delivery Failure Fees

If White-Glove Delivery cannot be completed due to customer-responsible measurement errors, insufficient clearance, restricted access, or building-related limitations, the customer is responsible for the resulting delivery failure and associated costs, unless the issue is caused by Creston Living or its authorized delivery provider.

If the customer requests an eligible return under these circumstances:

• The customer is responsible for the actual return shipping costs.

• An additional 10% return fee based on the original order value, covering restocking, storage, and product depreciation, applies in addition to actual return shipping costs.

• Creston Living will obtain the carrier's return shipping charges and provide the fee breakdown for customer review.

• Applicable charges will be deducted from the refund once the returned item has been received, inspected, and approved.

White-Glove Delivery service fees are non-refundable if the delivery team has arrived and begun providing the service but cannot complete delivery due to customer-responsible access restrictions.

Additional actual carrier charges may apply for storage, redelivery, or other necessary transportation services.

For complete details, please review our White-Glove Delivery Service Policy.

5. Product Dimensions & Property Access

Customers are responsible for reviewing product dimensions before purchasing and ensuring that the item can safely pass through all necessary access points and fit into its intended location.

This includes:

• Building entrances, entry doors, and door frames

• Hallways, corridors, and narrow passages

• Staircases, landings, and turns

• Elevators, elevator entrances, and elevator doors

• Interior doorways and designated room spaces

Customers are responsible for verifying all measurements and access conditions before placing an order.

Product dimensions listed on our website do not include packaging. Packaging may increase the overall dimensions of the item, and actual packaging dimensions vary by product.

Please contact support@crestonliving.com before purchasing if you need assistance confirming product dimensions or delivery access requirements.

Delivery Failures Due to Size or Access Restrictions

If an item cannot be delivered, moved through the property, or placed in the intended room due to insufficient clearance, unsuitable access conditions, or incorrect customer measurements, the customer is responsible for the resulting delivery failure and associated costs.

Creston Living is not responsible for customer-related access limitations.

This applies to Standard Delivery and White-Glove Delivery, unless the issue is caused by an error by Creston Living or its authorized delivery provider.

If the customer requests a return under these circumstances:

• The customer is responsible for actual return shipping costs.

• For eligible customer-responsible returns involving Standard Delivery or White-Glove Delivery, an additional 10% return fee based on the original order value applies, covering restocking, storage, and product depreciation.

• Creston Living will obtain the applicable carrier return shipping charges and provide the fee breakdown for customer review.

• Applicable charges will be deducted from the refund once the returned item has been received, inspected, and approved.

For White-Glove Delivery, if the delivery team has arrived and begun providing the service but cannot complete in-home delivery due to customer-responsible measurement errors, insufficient clearance, or restricted access, White-Glove Delivery service fees are non-refundable.

Additional carrier-imposed fees for failed delivery attempts, storage, or redelivery may apply where applicable.

6. 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

The 48-hour reporting request helps us investigate shipping issues promptly and does not limit any rights or remedies that cannot lawfully be restricted.

7. Non-Returnable Items

The following items are not eligible for standard returns:

• 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

These exclusions do not limit any rights or remedies available under applicable law for defective, damaged, or incorrectly supplied products.

8. Exchanges

We currently do not process direct product exchanges.

If you would like a different item, please:

1. Submit a return request for the original item.

2. Complete the approved return process.

3. Place a new order for the desired product.

This helps ensure faster processing and inventory accuracy.

9. 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.

10. 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.

11. 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.