Return policy

Returns, Refunds & Exchanges

At raineynursery.com, we strive to provide high-quality home storage and organization products that match the design, craftsmanship, and functionality displayed on our website. This policy outlines the official rules for order returns, refunds, product exchanges, order cancellations, damaged shipments, and after-sales issue handling for all purchases made through our official store.

Please read this policy carefully before placing your order to ensure a smooth shopping experience.

1. 30-Day Return Policy

All customers are eligible to apply for returns, refunds, or product exchanges within 30 calendar days from the date your package is marked delivered by the logistics carrier.

To be approved for return, all products must meet the following conditions:

Completely unused and unassembled
No scratches, stains, deformation, artificial damage, or modification
Returned with the original factory packaging and protective materials
Complete with all hardware parts, accessories, assembly manuals, and supporting components
Maintain resalable condition

Any return sent without official prior authorization from our support team will not be accepted or processed.

2. Eligible Return Reasons

We accept return applications for the following legitimate reasons:

Products arrived damaged or incomplete during transportation
Factory manufacturing defects or structural functional problems
Received wrong product, color, size, style, or incorrect quantity
Product functions or appearance are significantly inconsistent with the website description
Order cancellation requests approved before shipment
Personal change of mind (subject to all official return conditions)

3. Non-Returnable Situations

We reserve the right to refuse returns or issue partial refunds if your order falls into any of the following situations:

Return request submitted after the 30-day valid return period
Products have been assembled, installed, used, or artificially modified
Missing original packaging, hardware accessories, parts, or instruction manuals
Product damage caused by incorrect assembly or installation
Damage, rust, or deformation caused by misuse, collision, damp environment, or improper placement
Minor texture and color differences formed during normal handmade production
Slight color deviation caused by different monitor display effects

4. Home Storage Product Description Notice

Most of our home storage cabinets, decorative organizers, wall shelves, and household storage furniture are made of high-quality wood, metal, hardware, and hand-finished materials. All products are manually processed and assembled.

Minor differences in the following details are normal production features and do not belong to product defects:

Slight texture difference on material surface
Tiny color difference of metal and wooden parts
Minor manual assembly traces and finishing details
Normal dimensional error within industry standard range

Most storage products require simple self-assembly after arrival, including installing brackets, supporting rods, panels, and hardware parts, which belongs to normal product usage.

5. Damaged or Defective Products

If your product arrives damaged, defective, incomplete, or with quality problems, please contact our customer support team within 7 days after delivery.

Please prepare the following information for quick processing:

Your official order number
Detailed description of the product problem
Clear photos or videos of the product condition
Photos of outer packaging, inner protective materials, and shipping labels
Close-up photos of damaged or defective parts

After professional verification, we will provide targeted solutions according to the actual situation, including:

Free replacement of damaged parts and accessories
Full product replacement service
Partial refund compensation
Full order refund
Prepaid return shipping label (when applicable)

6. Assembly & Usage Notice

Customers are responsible for confirming product size, style, and placement applicability before purchasing. Please follow our official assembly instructions to install and use the products correctly.

We strongly recommend standard and stable installation for wall-mounted and heavy storage furniture to ensure safety.

Product damage or functional problems caused by incorrect assembly, improper use, or private modification are not covered by the standard return and refund policy.

7. Return Shipping Costs

Store Responsible: If the return is caused by our product quality problems, shipping damage, or our delivery error, we will fully cover the qualified return and replacement shipping fees.

Customer Responsible: If the return is due to personal preference change, style mismatch, wrong size ordering, or other personal reasons, the customer needs to bear the return shipping fees independently.

Some large or fragile storage furniture requires shockproof and reinforced packaging. The return shipping cost of such products may be higher than ordinary parcels, which shall be borne by the responsible party.

8. Refund Processing

After we receive and inspect the returned products and confirm they meet the return standards, the approved refund will be processed within 1–3 working days.

All refunds will be returned to your original payment account. The actual arrival time depends on your payment provider and bank processing cycle, which usually takes 7–15 business days.

The original shipping fee is non-refundable unless the return is caused by our official error.

9. Product Exchanges

If you need to exchange for different size, color, style, or model of storage products, please contact our customer service to confirm exchange support.

Product exchange services depend on real-time inventory availability
Exchanges due to personal preference will be processed in the form of return + new order purchase
If the replacement product is out of stock, we will issue a full refund according to the policy

10. Order Cancellation

You can apply for full order cancellation and full refund before your order enters the packaging and shipment processing stage.

Once the order starts production preparation, packaging, or has been handed over to the logistics carrier, cancellation applications may not be supported.

11. Shipping Delays

All estimated delivery times on our website are for reference only and are not 100% guaranteed. Delivery delays may be caused by objective factors, including:

Extreme weather and natural environment interference
Holiday logistics peak congestion
Carrier operational delays
Customs clearance inspection and processing
Shipping address information verification delay

12. Incorrect Shipping Address

Customers shall bear the responsibility for filling in accurate and complete shipping address and contact information.

If the package is returned or undeliverable due to wrong, incomplete, or invalid address provided by the customer, the secondary shipping fee shall be borne by the customer.

13. Lost Packages

If the logistics tracking shows delivered but you have not received the package, please check the following places first:

Personal mailbox and door surrounding areas
Community property, building front desk, and reception desk
Neighbors, family members, or roommates
Local post office and carrier offline outlets

If the problem is still not resolved after inspection, please contact our support team in time, and we will assist you in investigating and solving the package problem.

14. Contact Information

For any inquiries about returns, refunds, exchanges, damaged orders, after-sales problems, and product consultation, please contact us:

raineynursery.com

Email: afadsryr0@outlook.com

Phone: +1 (512) 296-4729

2305 Oak Avenue

Austin, Texas 78701

United States