Refund policy

We want you to love your Plankly furniture. In general, we do not accept returns or exchanges once an order is delivered, except in the unlikely event that you encounter one of the following issues:

• Manufacturing defect on arrival: A functional defect in the product’s materials or workmanship that is evident when you receive it (and not caused by shipping).
• Transit damage: The product was delivered in a damaged condition due to mishandling during shipping (e.g., broken parts, major scratches, etc.).
• Incorrect item delivered: You received the wrong product (for example, a different model or color than what you ordered).

For these rare cases, we will make it right by offering a replacement or return. Below are the guidelines and process for such returns.

Return Eligibility and Timeframe

To be eligible for a return or exchange due to the issues above, you must report the problem within 72 hours (3 days) of delivery. We strongly encourage you to inspect the product as soon as it’s delivered. If you notice any defect, damage, or discrepancy, notify us immediately. Unfortunately, we cannot accept any claims for returns or replacements if more than 72 hours have passed since the product was delivered, so please inform us as soon as possible.

Additionally, the item must be in the same condition as delivered (apart from the reported issue). This means it should not have been further used or damaged post-delivery, and it should be in its original packaging if a return pickup is arranged. We do understand you may need to unpack or assemble the item to discover an issue – that’s okay. Just make sure to hold onto all original packaging materials, manuals, and accessories until the issue is resolved, in case we need the item back.

How to Initiate a Return or Replacement

All return/replacement requests are handled through our support email – we do not have phone support for these requests. Here’s what to do if you encounter a defect, transit damage, or wrong item:

1. Contact us via Email: Write to help@plankly.co with your order number, date of delivery, and a description of the issue. Please use a subject line that mentions “Return/Replacement Request” for quicker attention.
2. Provide Visual Proof: In your email, include clear photographs (and/or a short video) showing the problem. For example, if there’s damage, take pictures of the affected area and the packaging; if it’s the wrong item, send a photo of what you received. Visual evidence is crucial for us to verify the problem and expedite the process.
3. Assessment: Our support team will review your email and evidence. We may ask for additional details or clarification if needed. This review typically happens within 1-2 business days.
4. Resolution Approval: If the issue is verified to fall under our return policy (manufacturing defect, shipping damage, or wrong item), we will approve the return or replacement. You will receive an email confirmation of the approval and instructions on the next steps. (If for some reason the issue is not covered or the evidence is inconclusive, we will work with you to reach a fair solution, but our standard is to honor genuine cases within the policy terms.)
5. Pickup/Return Shipping: Once approved, we will arrange a pickup of the item from your address at our cost (for defects, damage, or wrong delivery, you will not be charged any return shipping fee). We’ll coordinate with you on a convenient pickup date. Please ensure the product is packed securely (ideally in its original packaging) for the return transit to prevent any further damage.
6. Replacement or Refund: After the returned item is received by us, we will inspect it to confirm the reported issue. Then, we will proceed with the agreed resolution:
   • Replacement: If a replacement was requested/approved, we will ship out a new unit of the same product. If an exact replacement is not available (e.g., item is out of stock or discontinued), we will inform you and discuss options, which may include offering a similar product or a refund.
   • Refund: In cases where a return for refund was agreed (for instance, if replacement cannot be provided), we will process a refund to your original payment method. Refund processing typically takes about 7-10 business days after we receive the returned item and confirm its condition. We will notify you via email once the refund is initiated.

Throughout this process, our team will keep you updated via email. We understand that needing to return a product due to a problem can be inconvenient, so we aim to make the process as smooth and transparent as possible.

No Returns for Other Reasons

Plankly furniture is crafted and checked for quality, and we stand by our products. Because of the logistical costs and effort involved in shipping large furniture, we do not accommodate returns or exchanges for reasons other than genuine defects, damage, or error as outlined above. This means we cannot accept returns in cases such as:

• Change of mind: if you decide the furniture no longer suits your taste or you ordered it impulsively.
• Size or Fit issues: if the item doesn’t fit in your space due to mis-measuring. (We provide detailed dimensions on our website; please double-check measurements before ordering.)
• Color or Aesthetic preferences: slight color variations can occur between what you see on screen and real life due to lighting or screen calibration. Such differences or simply not liking the color/finish in person are not considered valid reasons for return.
• Buyer’s remorse or pricing: if you find it cheaper elsewhere later or any form of buyer’s regret beyond product quality issues.

We encourage you to reach out with any questions before purchasing if you are uncertain about the product details. Our team is happy to provide clarification, additional photos, or any information to help you make an informed decision. Once the product is delivered in good condition, it is deemed accepted and not returnable except for the issues described above.

Support and Contact Information

All return and exchange requests are handled via email. We do not have a call center or phone line for customer support, as we’ve found that we can resolve issues more efficiently through written communication. By using email, we can avoid putting you on hold and can directly exchange photos or videos to understand and fix problems quickly. If you need any help or have questions about our return policy or a specific order, simply email help@plankly.co. Our customer support team is prompt and typically responds within one business day (often sooner during weekdays).

We appreciate your understanding of our return policy. These guidelines help us maintain high product quality and fair prices for all customers. Rest assured, in the rare event of a defect or mix-up, Plankly will take full responsibility and ensure you are satisfied with the resolution. Your experience and trust matter to us, and we’re always here via email to assist you with any concerns.