Return & Refund Policy

General Return Policy

If you are unsatisfied with a product, you have the option to initiate a return within 30 days of receiving it. However, please note that if there are no quality issues, you will be responsible for the return or exchange cost, which includes a restocking fee equivalent to 10% of the purchase price, as well as the shipping fee. To proceed with a general return, it is important to keep the original packaging. For more detailed information, please refer to our article on "Why Should I Keep the Original Packaging." The following conditions must be met for returning an item:

  1. The item must be in brand-new condition.
  2. It should be uninstalled and/or non-assembled.
  3. No usage should be evident, and all pieces must be intact.
  4. Original tags and packaging must be present.

Please note that the 30-day return policy applies to each individual item and is based on the delivery time indicated on the carrier's website, rather than the entire order. We will not accept returns if the item(s) are marked as delivered more than 30 days prior to initiating the return.

Certain items cannot be returned, including:

  1. Clearance items.
  2. Customized items.
  3. Opened bedding materials.
  4. Items marked as "Non-Returnable" on the product page.
  5. Assembled or disassembled products.
  6. Items without original packaging or with significant damage to the original packaging.

Unauthorized returns will not qualify for a refund and will be rejected upon delivery to our returns center.

Important Information before Initiating a General Return:

We kindly request that you do not dispose of any original packaging or wrapping materials from the received item(s).

When packaging the item for return, please ensure it is done in the same manner as when it arrived, meeting the carrier's requirements. For large items, you will need to prepare the pallet yourself.

Any additional services included in the original order will not be refunded for a general return, including doorway drop-off, room of choice drop-off, and white glove delivery.

To assess the condition and eligibility for return, we require at least one full-view picture of the product and the outer box, as well as a picture of the internal packing.

If there are no quality issues, you will be responsible for the return or exchange cost, which includes a restocking fee equivalent to 10% of the purchase price.

In certain regions, we may provide prepaid return labels, and the return shipping fee will be deducted once the item is returned. If a prepaid return shipping label cannot be provided, you will need to arrange the return yourself.

Faulty or Damaged Products

Upon receiving your purchase, please thoroughly inspect it and immediately notify us of any missing parts, faults, damage, or incorrect items. If any issues arise with the product, providing images of the product, packaging, and labels on the exterior will greatly expedite the process.

It is recommended to contact our customer service within 48 hours of receiving your items if there are any issues with the product. Please note that all inquiries regarding product issues are best made within 30 days of receipt, accompanied by the aforementioned three types of pictures. After-sales inquiries made after 30 days of receipt may be negatively affected due to factors outside the specified time frame.

Unauthorized handyman services will not be covered for repair fees.

Supplemental Terms

Damaged items refer to products that have incurred damage during shipping. To assist you efficiently, please report any damaged products to customer service within 3 business days of receiving the item. Additionally, please refrain from discarding the damaged item and its packaging. For further details, please contact service@okugaisun.com.

Undeliverable and Refused Package

If the delivery attempt is unsuccessful due to reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that may occur.

How to Initiate a Return

To initiate the return/exchange process within the 30-day product return/exchange window, please contact our Customer Experience team (service@okugaisun.com) with your order number to arrange for return/exchange shipping or pick-up. Please include photos of the product, indicating its current condition and any defects it may have. Okugaisun reserves the right to select the return method and will provide instructions on how to proceed.

Upon approval of the return request, you will receive an email notification with detailed return instructions and a return sticker. Please refrain from returning the item(s) until you have obtained the return merchandise authorization. Do not send the package back directly to the address indicated on the website or shipping label, as it is not the actual return address. The correct return address will be provided to you via email along with the return sticker once your return has been approved.

  1. Package the Item(s): Make sure to include all parts in their original packaging.

  2. Ship Out the Package(s) using a trackable shipping method. Please provide us with the tracking number and carrier information. Please note that untrackable returns may cause delays in processing your refund.

You will receive a notification email within 3-5 working days after we have received your item(s), confirming the receipt and processing of your refund. The refund will be credited back to the account from which the funds were originally drawn.

Kindly note that for credit card payments, it may take up to one billing cycle for the refund to be reflected in your account. During the return process, please refrain from initiating a chargeback with your credit card company, as resolving chargeback disputes can be time-consuming. It is advisable to remain patient and allow the return process to proceed accordingly. However, if you encounter any unusual delays, please feel free to contact us for further assistance.