Our Commitment to Your Satisfaction At Sequence Furniture, we strive to ensure you are completely satisfied with your custom-designed furniture. If for any reason you are not fully happy with your purchase, we are here to help. Our Returns and Exchanges Policy outlines the steps you can take to return or exchange your item. Return Eligibility To be eligible for a return, your item must meet the following criteria: The return request must be made within 30 days of the delivery date. The item must be in its original condition, unused, and free from damage. The item must be returned in its original packaging or equivalent. Please note that custom-made and personalized items may not be eligible for return unless they are defective or damaged upon arrival. Return Process 1. Contact Customer Support: To initiate a return, please contact our customer support team at hello@sequencefurniture.co.nz. Provide your order number, a brief description of the issue, and any relevant photos if applicable. 2. Receive Return Authorization: Our customer support team will review your request and provide you with a Return Authorization Number (RAN) and return instructions. Returns without a RAN will not be accepted. 3. Prepare Your Item for Return: Carefully repackage the item in its original packaging or equivalent to prevent damage during shipping. Include the RAN and a copy of your receipt or proof of purchase. 4. Ship Your Return: Ship the item to the address provided by our customer support team. You are responsible for the return shipping costs unless the item is defective or damaged upon arrival. Refunds Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 10-14 business days. Please note that original shipping costs are non-refundable.