Refund policy

Refund Policy 

Thank you for shopping at Ashley-Vancouver. We take pride in providing high-quality products and excellent customer service. However, we understand that there may be instances where you need to return or exchange a product. This Refund Policy outlines the terms and conditions under which you may do so. Please read this policy carefully before making a purchase.

Applicability of the Return Policy

This return policy applies to all customers purchasing products from Ashley- Vancouver.

  • Customers may return products within 30 days of receipt. Returns beyond this period may not be accepted.

  • Products must be returned in their original condition, unused, and in their original packaging.

  • Items that are damaged, altered, or not in a resellable condition may not be eligible for return.

  • A receipt or proof of purchase is required.

How to Initiate a Return

To initiate a return for an exchange or refund, please email us at
info@ashley-vancouver.com

Please include:

  • Your order number

  • The reason for the return

  • Images or a video of the product

If your return is accepted, we will send you instructions on how and where to send your package. Items returned without prior approval will not be accepted.

Returns must be sent to our central warehouse in Asia. Further details will be provided upon approval of your return request.

Return Shipping Costs

  • If the return is caused by the customer (including cases where the customer no longer wants the product), the customer is responsible for the return shipping costs.

  • Shipping fees are determined by the courier company chosen by the customer.

  • If the return is due to our error (such as receiving a damaged or incorrect item), the customer will not be responsible for return shipping costs.

Shipping & Tracking Requirements

  • All returns must be sent using a shipping method that provides a valid tracking number.

  • Without a tracking number, we will be unable to locate your return and cannot process a refund or exchange.

  • We strongly recommend choosing a courier service that includes insurance or compensation in case of loss or damage during transit.

  • Please ensure your package is securely wrapped, as we cannot accept or refund items that arrive damaged due to insufficient packaging.

Damaged or Defective Items

Please inspect your item(s) upon delivery. If your item arrives damaged or has any issues, contact us immediately.

If your item arrives damaged or is not what you ordered, please email info@ashley-vancouver.com within 24 hours of delivery, including:

  • Clear photos or videos of the issue

  • A brief explanation

We will offer a replacement or a full refund, depending on your preference.

Please report any product quality concerns within 7 days of delivery. Issues reported after this timeframe will not be eligible for a refund, replacement, or return.

Exchanges

If you prefer to exchange an item, please indicate this when initiating your return. Exchanges are subject to item availability.

Order Cancellations

Orders cannot be canceled once placed, as our system begins processing immediately to ensure fast dispatch.
If you have any concerns, please contact us at info@ashley-vancouver.com with your order details.

Received the Wrong Product

We follow careful order-picking procedures; however, mistakes may occasionally occur.

If you receive the wrong item, you may:

  • Keep the incorrect item and receive a partial refund, or

  • Return the item and receive the correct product or a full refund

Please contact info@ashley-vancouver.com with your order details to resolve this issue.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

  • Approved refunds will be issued to your original payment method within 5–7 business days.

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

If more than 7 business days have passed since your refund was approved, please contact us at info@ashley-vancouver.com.

At Ashley-Vancouver, your satisfaction is our top priority. We are committed to a transparent and fair return and refund process. If you have any questions or concerns regarding this policy, please do not hesitate to contact us.