1. Overview

We value every customer and strive to ensure your complete satisfaction with every purchase. However, due to the nature of our building materials — including solid wood flooring, wall panels, and custom-made items — we have established specific return and refund conditions to ensure product quality and maintain supply chain efficiency.

2. Eligibility for Returns

Returns are accepted only under the following circumstances:

  • The product was damaged during transportation and verified by our customer service team within 7 days of delivery.

  • The product received is significantly different from the confirmed order (e.g., wrong model, color, or quantity).

  • Quality defects caused by manufacturing issues (excluding natural variations in wood grain, color, or texture).

Please note that customized, cut-to-size, or special-order products are non-returnable and non-refundable, unless defective or damaged upon arrival.

3. Return Process

  1. Contact our customer service team at support@century-arbor.com within 7 days of delivery.

  2. Provide your order number, clear photos/videos of the issue, and a detailed explanation.

  3. Our QC team will review your case and, if applicable, issue a return authorization.

  4. Once approved, please return the product in its original packaging within 10 days, using a trackable shipping method.

  5. After receiving and inspecting the returned goods, we will process your refund or arrange a replacement accordingly.

4. Shipping Costs

  • If the return is due to a defective, damaged, or incorrect item caused by us, the return shipping cost will be covered by our company.

  • For non-quality-related returns (e.g., change of mind, incorrect size, or color ordered), all shipping costs — both outbound and return — are the customer’s responsibility.

5. Refunds

  • Approved refunds will be processed within 5–10 business days after receiving and inspecting the returned item.

  • Refunds will be credited to the original payment method used during checkout.

  • Please note that your bank or payment provider may take additional time to post the refund to your account.

6. Non-Returnable Situations

We are unable to accept returns or issue refunds in the following situations:

  • Products that have been installed, used, or cut after delivery.

  • Natural variations in color, grain, or texture inherent to real wood materials.

  • Damage caused by improper installation, handling, or storage.

  • Products without original packaging, or missing accessories and documentation.

7. Contact Us

If you have any questions or concerns about your order, please contact us:
Email: support@century-arbor.com
Address: Room 1213, Building A, 77 Wenming Road, Yuexiu District, Guangzhou, China
Business Hours: Monday–Friday, 9:00–18:00 (GMT+8)