At Setrahouse, we want you to be completely satisfied with your products. If you’re not happy for any reason, we’re here to make the return process easy and transparent.
Product Categories
1. Ready-made Products
These are our standard products, without any customization or personalization.
- Return Conditions: You can request a return or exchange for ready-made products within 30 days from the date you received your order.
- Product Condition: The product must be in its original condition with all tags and original packaging intact, unused, unassembled, and free from any signs of damage or wear. All accompanying accessories must be complete and undamaged.
- Return Shipping: Setrahouse offers free return shipping for ready-made products that meet our return conditions.
2. Custom/Personalized Products
These are items created specifically to your order, such as engraved names, custom logos, or unique designs.
- Return Conditions: Custom/personalized products are only eligible for return if there is a manufacturing defect or an error in the engraving/printing/design process made by Setrahouse.
- Please Note: We do not accept returns for custom products if the error resulted from incorrect information provided by the customer (e.g., spelling mistakes, wrong design submitted by the customer) or if the customer changes their mind after confirming the design.
Cases Not Eligible for Return
We cannot accept returns in the following situations:
- Products that show signs of use, wear, scratches, or damage not due to a manufacturing defect.
- Products missing original tags, with damaged original packaging, or missing accompanying accessories.
- Custom/personalized products where the error originated from incorrect information or requests provided by the customer.
- Return requests made beyond the 30-day period from the date of receipt.
- Gift items or sample products.
Exchange Policy
You can request an exchange in all cases if the product meets our return conditions. If you wish to exchange for a product of lower value, we will refund the difference. If the product you want to exchange for is of higher value, you will need to pay the difference.
Refund Policy
- Restocking Fee: We do not charge a restocking fee for eligible returns.
- Refund Method: Refunds will be issued to the original payment method used for the purchase.
- Processing Time: Once we receive your returned product and confirm it meets the return conditions, we will process your refund within 2 business days. Please note that the time it takes for the funds to appear in your account may vary depending on your bank or payment provider (typically an additional 3-5 business days).
Step-by-Step Return Guide
- Contact Setrahouse: Email us at [email protected] or call us at +1(209)-732-7593 to initiate your return or exchange. Please provide your order number and the reason for the return/exchange.
- Await Confirmation: Our customer support team will review your request and provide detailed instructions on how to send back your item, including the return address.
- Package Your Item: Carefully package the product in its original packaging with all accessories and tags. Ensure the product is well-protected to prevent damage during transit.
- Ship the Item: Send the product to the address we provided. Please keep your shipping receipt for tracking purposes.
- Completion: Once we receive and inspect the item, we will process your exchange or refund according to our policy.
Frequently Asked Questions (Q&A)
Q: Can I return an item if I simply change my mind? A: For ready-made products, yes, you can return an item if you change your mind within 30 days, provided the item is in its original, unused condition. For custom/personalized products, we do not accept returns for “change of mind.”
Q: Do I have to pay for return shipping? A: No, Setrahouse covers the return shipping costs and does not charge a restocking fee for eligible returns.
Q: Are custom/personalized products eligible for a refund? A: Custom/personalized products are only eligible for a refund or exchange if there is a manufacturing defect or an error in the production/design process made by Setrahouse. We do not issue refunds for errors resulting from incorrect information provided by the customer or for changes of mind.