Refund and Return Policy

I. Our Commitment to Your Complete Satisfaction

At HVG GLOBAL CENTRAL INC, we build furniture with the expectation that it will serve your family for generations. Every table, chair, dresser, and bed we make is crafted from solid American hardwoods, assembled by skilled craftspeople, and finished with care. We want you to be delighted with your purchase—not just on the day it arrives, but for years to come. We also understand, however, that buying furniture is a significant decision, and that there are occasions when a piece may not work out as planned. Perhaps the stain does not match your expectations. Perhaps the size is not right for your room. Perhaps something went wrong during shipping. Whatever the reason, we want you to know that we stand behind our products and that we have a fair, transparent, and customer-friendly process for handling returns and refunds.

This page explains our Refund and Return Policy in detail. It describes the conditions under which returns are accepted, the steps you need to take to initiate a return, the timelines for refunds, and the circumstances under which refunds may not be available. It also explains how we handle damaged or defective items, how exchanges work, and what you can expect from our customer service team throughout the process. Our goal is to make sure that you have all the information you need to feel confident about your purchase, and to ensure that if something does go wrong, you know exactly what to do and what to expect.

We encourage you to read this policy carefully before placing your order. If you have any questions about anything in this policy, or if you have a situation that is not covered here, please contact us directly. Our team is available by phone at +84981481909 and by email at nguyenhoangnhat020602@gmail.com. We are always glad to help, and we will do our best to find a fair solution that works for you.

II. Our Philosophy on Returns and Refunds

We believe that a return policy should be more than a legal formality. It should reflect a genuine commitment to customer satisfaction. At HVG GLOBAL CENTRAL, our approach to returns and refunds is guided by a few simple principles.

First, we want you to be happy with your furniture. If something is wrong, we want to make it right. That might mean a refund, a replacement, or an exchange—whatever is appropriate for the situation. We do not view returns as a burden or a failure. We view them as an opportunity to demonstrate that we stand behind our products and that we value our customers.

Second, we believe in fairness. Our policy is designed to be fair to both you and us. We do not impose unreasonable conditions, and we do not hide behind fine print. At the same time, we are a small business that makes custom furniture to order, and we cannot absorb unlimited returns without affecting our ability to serve our customers well. So we have established clear, reasonable conditions that balance your interests with ours.

Third, we believe in transparency. This policy is written in plain language, and it explains exactly what you can expect. If there are limitations or exceptions, we state them clearly. We do not want you to be surprised by a hidden condition or a technicality. We want you to know what your rights are and what our obligations are.

Finally, we believe in communication. If you have a problem with an order, we want to hear about it. We want the chance to resolve it before it becomes a bigger issue. Many potential returns can be avoided altogether through a simple conversation. Perhaps we can help you adjust the piece, suggest a repair, or clarify a misunderstanding. We are always willing to talk, and we encourage you to contact us early if you have any concern.

III. The Difference Between a Return and a Refund

Before we get into the details of our policy, it is helpful to clarify the terminology. A return and a refund are related but distinct concepts.

A return is the process of sending a product back to us. When you return an item, you are giving up ownership of it and sending it back to our facility or to our manufacturing partner. The item must meet certain conditions to be accepted for return, and the process must be initiated within a certain timeframe.

A refund is the process of receiving your money back. A refund is typically issued after a return is accepted and processed, but it can also be issued in other circumstances—for example, if an order is canceled before production begins, or if a product cannot be shipped for some reason. In some cases, a refund may be partial rather than full.

Throughout this policy, we use the term “return” to refer to the physical process of sending a product back, and “refund” to refer to the financial reimbursement. In most cases, a return will result in a refund, but the two are not always linked. For example, if you return an item that is damaged due to misuse, we may accept the return but decline to issue a refund. We explain these situations in more detail below.

IV. Return Eligibility

Not every item is eligible for return. Our policy sets out clear eligibility criteria so that you know in advance whether your purchase can be returned if necessary.

Timeframe for Returns

You may initiate a return within 30 days of receiving your furniture. This means that you must contact us within 30 days of the delivery date to request a return. If you contact us after the 30-day window has closed, we may not be able to accept the return. We encourage you to inspect your furniture promptly upon delivery and to contact us immediately if you notice any issue.

The 30-day window begins on the day the furniture is delivered to the address you provided. If you are not available to receive the delivery on the scheduled date, the window begins on the date the delivery is completed, not the date it was originally scheduled. If the delivery is delayed due to circumstances beyond your control, the window begins on the actual delivery date.

We understand that 30 days may not be enough time in every situation. If you have a special circumstance that prevents you from initiating a return within the 30-day window, please contact us. We will consider requests on a case-by-case basis, and we may be able to extend the window if there is a legitimate reason.

Condition of the Item

To be eligible for return, the item must be in its original condition. This means that it must not have been modified, damaged, or altered in any way. It must be free of signs of use, including scratches, stains, dents, or other marks. It must be returned in its original packaging, or in packaging that provides equivalent protection.

We understand that you may need to assemble or inspect the furniture to determine whether it is right for you. Light assembly and inspection are permitted. However, if the furniture has been used, or if it has been modified—for example, if it has been painted, stained, or cut—it is not eligible for return.

Custom and Made-to-Order Items

Many of our products are made to order. This means that they are built specifically for you, according to the specifications you provide. Custom and made-to-order items are generally not eligible for return unless they are defective or damaged upon arrival. We explain this in more detail below, but the basic principle is that we cannot resell a custom item that was made specifically for you, so we cannot accept it back for a refund unless there is a problem with the item itself.

We want to be clear about this before you order. If you are considering a custom configuration—such as a specific size, a specific stain, or a specific wood species—please make sure you are confident in your choices. We are happy to answer questions, provide samples, and offer guidance to help you make the right decision. We want you to be satisfied with your custom piece, and we will work with you to ensure that you understand exactly what you are ordering.

Non-Returnable Items

Some items are not returnable under any circumstances. These include:

  • Items that have been used, modified, or damaged after delivery.

  • Items that are not in their original packaging.

  • Items that were purchased as final sale or clearance items, if any.

  • Items that were damaged due to misuse, negligence, or improper care.

  • Items that were customized or personalized at your request.

  • Gift cards, if applicable.

If you are unsure whether an item is returnable, please contact us before placing your order. We will be happy to clarify.

Proof of Purchase

To initiate a return, we need to be able to verify your purchase. Please have your order number available when you contact us. If you do not have your order number, we may be able to locate your order using your name, email address, or other information. However, having the order number makes the process much faster and easier.

V. How to Initiate a Return

If you believe your item is eligible for return, the first step is to contact us. Please do not ship the item back to us without contacting us first. Unauthorized returns may not be accepted, and we cannot issue a refund for an item that we have not authorized for return.

Contacting Us

To initiate a return, please contact us by phone at +84981481909 or by email at nguyenhoangnhat020602@gmail.com. When you contact us, please provide the following information:

  • Your order number.

  • The name of the item you wish to return.

  • The reason for the return.

  • Photographs of the item, if applicable (especially if the item is damaged or defective).

  • Your preferred contact method and availability.

Our team will review your request and respond within one to two business days. If your return is approved, we will provide you with instructions for packaging and shipping the item. We will also explain any costs associated with the return, such as shipping fees, and we will tell you what to expect in terms of the refund timeline.

Return Authorization

If your return is approved, we will issue a Return Authorization. This is a formal confirmation that we have approved the return and that you are authorized to send the item back. The Return Authorization will include instructions for how to package the item, where to ship it, and any other relevant details. Please do not ship the item until you have received the Return Authorization.

Packaging and Shipping

You are responsible for packaging the item securely and shipping it to the address provided in the Return Authorization. The item must be returned in its original packaging, or in packaging that provides equivalent protection. If the item is damaged during return shipping due to inadequate packaging, we may not be able to issue a full refund.

We recommend using a shipping carrier that provides tracking and insurance. This protects you in case the item is lost or damaged in transit. Please keep the tracking number and provide it to us when you ship the item. We are not responsible for returns that are lost or damaged in transit, so insurance is strongly recommended.

Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return. If the return is due to a defect or damage that occurred before or during delivery, we will cover the cost of return shipping. If the return is due to a change of mind or a reason unrelated to a defect, you are responsible for the cost of return shipping. We will explain the applicable costs when we approve your return.

Inspection Upon Receipt

Once we receive the returned item, we will inspect it to verify that it meets the conditions described in this policy. If the item is in its original condition and has not been used or modified, we will process your refund. If the item does not meet the conditions, we may decline the return or issue a partial refund. We will notify you of our decision and explain the reasons.

VI. Refund Process and Timelines

If your return is accepted, we will process your refund. The refund will be issued to the original payment method used for the purchase. If you paid by credit or debit card, the refund will be credited to that card. If you paid with Apple Pay or Google Pay, the refund will be credited to the card or account associated with that payment method.

Refund Processing Time

Refunds are processed through Stripe, the same secure platform we use for payments. Once we receive and inspect the returned item, we will initiate the refund within a few business days. Stripe will then send the funds back to your original payment method. The time it takes for the refund to appear on your statement depends on your card issuer or bank. In general, refunds are processed by Stripe within a few business days, but it may take additional time for your card issuer to post the refund to your account.

We will notify you when the refund has been initiated. If you have questions about the status of a refund, please contact us. We can provide information about when the refund was initiated and what you can expect in terms of timing.

Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. This may occur if:

  • Only part of an order is returned.

  • The returned item is not in its original condition.

  • The return is subject to deductions for shipping costs or other charges.

  • The item was purchased as part of a set or bundle, and only part of the set is returned.

We will explain the basis for any partial refund before it is issued. If you have questions about a partial refund, please contact us.

Refunds for Canceled Orders

If you cancel your order before production begins, we will issue a full refund. If you cancel after production has begun, we may not be able to issue a full refund, depending on the stage of production and the nature of the item. We will explain your options when you contact us to cancel.

Refunds for Damaged or Defective Items

If your item arrives damaged or defective, we will work with you to resolve the issue. Depending on the nature of the problem, we may offer a repair, a replacement, or a refund. We will cover the cost of return shipping for damaged or defective items. Please see the section on damaged and defective items below for more details.

VII. Damaged and Defective Items

We take great care to ensure that our furniture arrives in perfect condition. However, despite our best efforts, damage can occasionally occur during shipping, or a defect may be discovered after delivery. If you receive an item that is damaged or defective, please contact us immediately. We will do everything we can to make it right.

Inspecting Your Furniture Upon Delivery

We encourage you to inspect your furniture as soon as it is delivered. Please check for any signs of damage, including scratches, dents, cracks, or broken parts. If you notice any damage, please document it with photographs and contact us within 48 hours of delivery. The sooner you contact us, the easier it is for us to resolve the issue.

If the damage is obvious at the time of delivery, please note it on the delivery receipt before signing. If possible, take photographs of the damage before the delivery team leaves. This documentation will help us process your claim quickly.

Reporting Damage or Defects

To report damage or a defect, please contact us by phone at +84981481909 or by email at nguyenhoangnhat020602@gmail.com. Please provide your order number, a description of the damage or defect, and photographs if possible. We will review your claim and respond within one to two business days.

Resolution Options

Depending on the nature of the damage or defect, we may offer one of the following resolutions:

  • Repair: In some cases, we may be able to repair the item. This might involve sending a replacement part or arranging for a local repair. We will cover the cost of the repair.

  • Replacement: If the item cannot be repaired, we may replace it with a new item of the same specifications. We will cover the cost of shipping the replacement.

  • Refund: If a repair or replacement is not possible or not satisfactory, we may issue a full refund. We will cover the cost of return shipping for the damaged or defective item.

We will work with you to determine the best resolution for your situation. Our goal is to make sure you are satisfied with your purchase, and we will do whatever is reasonable to achieve that.

Timeframe for Reporting Damage or Defects

We ask that you report damage or defects within 48 hours of delivery. This allows us to investigate the issue promptly and to file any necessary claims with the shipping carrier. If you report damage after 48 hours, we may still be able to help, but the process may be more complicated. Please contact us as soon as you notice a problem.

Exclusions

Our damage and defect policy does not cover damage that occurs after delivery due to misuse, negligence, improper care, or accidents. It also does not cover normal wear and tear, or damage caused by improper assembly or installation. We explain these exclusions in more detail in the section on exclusions below.

VIII. Exchanges

If you would like to exchange an item for a different item, please contact us to discuss your options. Exchanges are subject to the same eligibility criteria as returns. The item must be in its original condition, and the exchange must be initiated within 30 days of delivery.

How Exchanges Work

To initiate an exchange, please contact us by phone or email. We will review your request and, if approved, provide instructions for returning the original item. Once we receive and inspect the returned item, we will ship the replacement item to you. If the replacement item is more expensive than the original item, you will be responsible for the difference. If the replacement item is less expensive, we will refund the difference.

Exchange Shipping Costs

The responsibility for shipping costs depends on the reason for the exchange. If the exchange is due to a defect or damage, we will cover the cost of shipping both the return and the replacement. If the exchange is due to a change of mind, you are responsible for the cost of shipping the return, and we will cover the cost of shipping the replacement.

Exchange Timelines

Exchanges are processed in the same way as returns. Once we receive and inspect the returned item, we will ship the replacement within a few business days. The time it takes for the replacement to arrive depends on the production schedule and your location. We will provide an estimated delivery date when we process the exchange.

IX. Cancellations

If you need to cancel your order, please contact us as soon as possible. Because our furniture is made to order, there is a window of time before production begins during which cancellations can be made without penalty. Once production has started, cancellation may not be possible, or it may be subject to a fee.

Cancellation Before Production

If you cancel your order before production begins, we will issue a full refund. The refund will be processed through Stripe and will be credited to your original payment method. We will notify you when the refund has been initiated.

Cancellation After Production Has Begun

If you cancel your order after production has begun, we may not be able to issue a full refund. The amount of the refund will depend on the stage of production and the nature of the item. In some cases, we may be able to cancel the order and refund a portion of the purchase price. In other cases, the order may be too far along to cancel. We will explain your options when you contact us.

Cancellation of Custom Orders

Custom orders are made specifically for you, and they cannot be resold. For this reason, custom orders may not be cancellable after production has begun. We encourage you to be certain of your specifications before placing a custom order. If you have any doubts, please contact us before ordering, and we will help you make the right decision.

X. Exclusions and Limitations

Our return and refund policy does not cover every situation. There are certain circumstances under which returns or refunds may not be available. We want to be transparent about these limitations so that you know what to expect.

Damage Due to Misuse or Negligence

We do not accept returns or issue refunds for items that have been damaged due to misuse, negligence, or improper care. This includes damage caused by accidents, spills, heat, sunlight, humidity, or improper cleaning. It also includes damage caused by improper assembly or installation. We provide care instructions with our furniture, and we encourage you to follow them to keep your furniture looking its best.

Normal Wear and Tear

Furniture naturally changes over time. Wood may expand and contract with changes in humidity. Finishes may develop a patina. These are normal and expected characteristics of solid wood furniture, and they are not considered defects. We do not accept returns or issue refunds for normal wear and tear.

Color and Grain Variations

Solid wood is a natural material, and no two pieces are exactly alike. The color, grain, and texture of wood can vary from piece to piece, and these variations are part of the beauty of solid wood furniture. We do not consider these variations to be defects, and we do not accept returns or issue refunds solely because a piece has a different grain pattern or color variation than another piece. We do our best to represent our wood and finishes accurately on our website, but we cannot guarantee an exact match. If you have concerns about color or grain, please contact us before ordering, and we can provide samples or additional information.

Custom and Personalized Items

As mentioned earlier, custom and personalized items are generally not eligible for return unless they are defective or damaged. This includes items that have been customized with a specific size, stain, wood species, or other specification. We encourage you to be certain of your choices before placing a custom order.

Items Not Purchased Directly from Us

We only accept returns for items purchased directly from HVG GLOBAL CENTRAL through our website at hvgglobal.store. If you purchased an item from a third-party retailer or reseller, please contact that retailer for return instructions.

Items Damaged in Transit

If an item is damaged in transit, please contact us immediately. We will work with you to resolve the issue. However, if the damage is due to inadequate packaging on your part when returning an item, we may not be able to issue a full refund.

Late Returns

Returns initiated after the 30-day window may not be accepted. If you have a special circumstance, please contact us to discuss your situation. We will consider requests on a case-by-case basis.

XI. Our Commitment to Fairness and Communication

We know that returns and refunds can be stressful. We want to make the process as easy and transparent as possible. Our team is available to answer your questions, guide you through the process, and help you understand your options. We do not hide behind fine print, and we do not make you jump through hoops to get a resolution.

If you have a concern about an order, please contact us early. Many issues can be resolved quickly through a conversation. We are always willing to listen, and we will do our best to find a fair solution that works for you.

We also welcome your feedback. If you have suggestions for how we can improve our return and refund process, please let us know. We are always looking for ways to serve our customers better.

XII. Frequently Asked Questions About Returns and Refunds

What is the return window? You may initiate a return within 30 days of receiving your furniture.

What condition must the item be in? The item must be in its original condition, unused, and undamaged. It must be returned in its original packaging or equivalent packaging.

Are custom orders returnable? Custom and made-to-order items are generally not eligible for return unless they are defective or damaged. Please contact us before ordering if you have questions about a specific item.

Who pays for return shipping? If the return is due to a defect or damage, we cover the cost. If the return is due to a change of mind, you are responsible for the cost.

How long does a refund take? Refunds are processed through Stripe within a few business days after we receive and inspect the returned item. The time it takes for the refund to appear on your statement depends on your card issuer.

Can I exchange an item instead of returning it? Yes. Exchanges are subject to the same eligibility criteria as returns. Please contact us to discuss your options.

What if my item arrives damaged? Please contact us within 48 hours of delivery. We will work with you to resolve the issue, which may include a repair, replacement, or refund.

Can I cancel my order? You may cancel your order before production begins for a full refund. Cancellations after production has begun may be subject to a fee or may not be possible. Please contact us as soon as possible if you need to cancel.

Do you accept returns on items purchased from third-party retailers? No. We only accept returns for items purchased directly from HVG GLOBAL CENTRAL through our website.

What if I miss the 30-day window? Please contact us to discuss your situation. We will consider requests on a case-by-case basis.

How do I initiate a return? Contact us by phone at +84981481909 or by email at nguyenhoangnhat020602@gmail.com. Please have your order number ready.

Can I return an item without contacting you first? No. Please contact us before shipping an item back. Unauthorized returns may not be accepted.

What if the item is not in its original packaging? The item must be returned in its original packaging or equivalent packaging. If the packaging is inadequate and the item is damaged in transit, we may not be able to issue a full refund.

Do you charge a restocking fee? We do not currently charge a restocking fee. However, return shipping costs may apply, as described in this policy.

How long does it take to process a return? Once we receive the returned item, we will inspect it and process the refund within a few business days. We will notify you when the refund has been initiated.

XIII. Contact Us

If you have any questions about our Refund and Return Policy, or if you need to initiate a return, please contact us. Our team is here to help.

Phone: +84981481909

Email: nguyenhoangnhat020602@gmail.com

Website: hvgglobal.store

Address: Suite 3 – 1230 Kress Houston – Texas 77020

We are available during regular business hours, and we will respond to your inquiry as quickly as possible. Whether you have a question about eligibility, need help with the return process, or want to discuss a specific situation, we are here to assist you.

Thank you for choosing HVG GLOBAL CENTRAL INC. We appreciate your business, and we are committed to making sure that your experience with us is a positive one.