Return & refund policy
Last updated: September 12, 2026
Currency: USD
Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal
At Shelfwrk, we want customers to clearly understand the conditions for returns, refunds, replacements, and shipping-related claims before placing an order.
This Refund & Returns Policy explains:
return eligibility,
refund timelines,
replacement procedures,
exchange conditions,
and customer responsibilities related to returns.
All refunds, exchanges, shipping charges, and return-related amounts are processed in USD.
1. Return Eligibility
Eligible returns may be requested within:
30 days after delivery confirmation
To qualify for a return:
the item must be unused,
in original condition,
and returned with all included parts and accessories where applicable.
Returned items may be declined if they show:
visible damage,
signs of use,
modification,
improper assembly,
missing components,
or damage caused after delivery.
Because many Shelfwrk products are furniture and oversized home items, products that have been permanently installed, modified, refinished, or altered may not qualify for return unless a verified product defect exists.
2. Non-Returnable Items
The following items are generally not eligible for return:
final sale items,
clearance products,
gift cards,
customized or personalized products,
used or damaged products,
and products missing original parts or accessories.
Additional exclusions may apply depending on local regulations and product category.
3. Damaged, Incorrect, or Defective Orders
If an order arrives:
damaged,
defective,
incomplete,
or incorrect,
customers should contact Shelfwrk within:
72 hours after delivery
and provide:
Order ID,
photos of the product,
photos of packaging,
and shipping label images where available.
Customers should retain all original packaging materials until the claim review process is completed.
If the issue is verified, Shelfwrk may provide:
a replacement shipment,
replacement parts,
partial refund,
or full refund
depending on the situation and inventory availability.
4. Change-of-Mind Returns
Eligible change-of-mind returns may be accepted within:
30 days after delivery
To qualify:
the item must remain unused,
properly packaged,
and in resalable condition.
For approved change-of-mind returns:
customers may be responsible for return shipping costs,
and original outbound shipping fees are generally non-refundable.
Refunds are processed after the returned item:
arrives successfully,
and passes inspection review.
5. Return Authorization
Customers must contact Shelfwrk before returning any item.
Unauthorized returns may not be accepted.
Return requests should include:
full name,
Order ID,
shipping address,
reason for return,
and supporting photos where applicable.
If the return is approved, Shelfwrk may provide:
return instructions,
return address information,
shipping guidance,
or prepaid return support where eligible.
6. Return Shipping & Freight Returns
Because many Shelfwrk products are oversized furniture items, some returns may require:
freight pickup scheduling,
oversized parcel handling,
or special carrier coordination.
Customers are responsible for securely packaging returned products to help reduce transit damage.
Depending on the return reason and destination:
return shipping costs may apply,
freight pickup fees may apply,
or return labels may be provided where eligible.
Using unauthorized return methods may:
delay refund processing,
increase loss risk,
or result in rejected returns.
7. Inspection Process
Returned products are inspected after arrival to verify:
overall condition,
completeness,
signs of use,
and return eligibility.
If returned items:
arrive damaged,
are incomplete,
or do not match the approved return condition,
refund amounts may be reduced or the return may be declined.
8. Refund Processing
Approved refunds are generally issued within:
5–7 business days after the returned item passes inspection.
Refunds are typically issued to:
the original payment method used during checkout.
Banks, PayPal, and payment providers may require additional processing time before funds appear in the customer account.
Currency conversion rates and international transaction fees are determined solely by the customer’s payment provider.
9. Exchanges
Eligible exchange requests may be accepted within:
30 days after delivery
subject to:
inventory availability,
product condition,
and regional shipping limitations.
Exchange shipments are generally processed after:
the original item is returned,
inspected,
and approved.
Cross-shipping may not be available for oversized furniture products.
10. Order Cancellations
Customers may request cancellation within:
24 hours after placing the order
only if:
processing has not started,
and the order has not been shipped.
Once shipment preparation begins or the order is handed to the carrier, cancellation may no longer be possible.
Submitting a cancellation request does not guarantee cancellation approval.
11. Refused Deliveries & Failed Deliveries
Additional charges may apply if:
delivery repeatedly fails,
the shipping address is incorrect,
the shipment is refused,
or the carrier cannot access the delivery location.
Potential charges may include:
carrier return fees,
re-delivery charges,
address correction fees,
or freight rescheduling fees.
Original shipping charges are generally non-refundable unless the issue resulted from a verified carrier or fulfillment error.
12. Lost Packages & Delivery Claims
If a shipment is officially confirmed lost by the carrier, Shelfwrk may provide:
a replacement shipment,
or a refund to the original payment method in USD.
If tracking shows “Delivered” but the package cannot be located, customers should first check:
around the property,
with household members,
with building management,
or nearby safe-drop locations identified by the carrier.
13. Taxes, Duties & Customs
For eligible international destinations, duties and taxes may be included during checkout where supported.
This is commonly referred to as:
DDP (Delivered Duty Paid) where available.
If duties and taxes were included during checkout, customers generally should not need to pay those included charges again upon delivery.
DDP availability may vary depending on:
destination country,
customs regulations,
and carrier support.
14. Customer Responsibilities
Customers are responsible for:
providing accurate shipping information,
reviewing product dimensions before purchase,
inspecting shipments after delivery,
following approved return instructions,
and packaging returned items securely.
Customers should not dispose of damaged products or packaging materials before claim review is completed.
15. Transparency Notice
Shelfwrk is committed to maintaining transparent return and refund practices consistent with:
international e-commerce standards,
customer transparency expectations,
and Google Merchant Center policy requirements.
The following principles apply throughout the website:
return windows are disclosed clearly,
refund timelines are explained publicly,
shipping responsibilities are identified,
non-returnable items are disclosed,
and inspection requirements are explained transparently.
Shelfwrk does not intentionally hide material return or refund conditions from customers.
16. Contact Information
If customers need assistance with:
returns,
refunds,
exchanges,
damaged shipments,
or delivery-related concerns,
please contact Shelfwrk support.
Contact Information
Phone: +1 (202) 660-3500
Email: help@shelfwrk.com
Support Hours: Mon–Sun | 8:00 AM – 5:00 PM CST