I. Our Commitment to Your Complete Satisfaction

At MYTA Wood LLC, we pour our passion for craftsmanship, quality, and design into every piece of furniture we create. We are confident that you will love your purchase and that it will become a cherished part of your home for years to come. However, we also understand that sometimes a product may not meet your expectations, may not fit as envisioned, or may arrive in a condition that falls short of our rigorous standards. Your happiness and trust are the true measures of our success. Therefore, we have established a transparent, fair, and customer-centric Return and Refund Policy to protect your investment and provide you with peace of mind. This policy is designed to be clear and straightforward, outlining your options and our procedures in extensive detail. We stand behind the quality of our products, and if you are not entirely satisfied, we are here to make it right. Our goal is to ensure that every interaction with MYTA Wood, even a return, reinforces your confidence in our brand.

II. Policy Overview: The 30-Day Return Window

We offer a 30-day return policy from the date of delivery for most items in their original, unused, and unassembled condition. This generous window gives you ample time to inspect your furniture, ensure it fits your space perfectly, and confirm that it meets your aesthetic and functional needs.

Key Highlights of Our Policy:

  • Return Window: 30 days from the delivery date.

  • Condition: Items must be in their original, unused, unassembled, and undamaged condition, with all original packaging and materials included.

  • Initiation: All returns must be initiated by first contacting our customer service team to receive a Return Merchandise Authorization (RMA) number.

  • Refund Method: Refunds will be issued to the original payment method used for the purchase.

  • Restocking Fee: Returns for reasons of “change of mind” or “item not needed” are subject to a 15% restocking fee to cover the cost of inspection, repackaging, and inventory processing.

  • Return Shipping: Customers are responsible for the cost of return shipping for non-defective returns.

III. Detailed Eligibility Criteria: What Can Be Returned?

To qualify for a return or exchange, the item must meet the following specific conditions. These criteria are in place to ensure that the product can be resold to another customer at its full value.

A. Condition of the Item

  • Unused and Unassembled: The product must not have been used, assembled, or modified in any way. Any attempt at assembly, even partial, can cause wear and tear that diminishes the product’s value and makes it unsellable as new.

  • Original Packaging: The item must be returned in its original, manufacturer’s packaging. This includes the outer box, inner foam protectors, corner guards, cardboard dividers, and all plastic wrapping. The packaging is specifically designed to protect the furniture during transit, and its absence often leads to damage during the return shipment. Returns received without original packaging may be refused or subject to a significant repackaging fee.

  • All Components Present: All hardware, instruction manuals, warranty cards, and any other accessories that were included with the original shipment must be present and returned.

  • No Damage or Soiling: The item must be free of any scratches, dents, stains, odors, or other damage. It must be in the same pristine condition as when it was delivered to you.

B. Time Frame

The 30-day clock starts on the calendar day your order is delivered, as confirmed by the carrier’s delivery confirmation. We strongly recommend that you inspect your item promptly upon delivery. To initiate a return, you must contact us via email at mytawoodllc@gmail.com or phone at +84-7734-37979 on or before the 30th day after delivery.

C. Non-Returnable Items and Exceptions

For health, safety, and hygiene reasons, the following items are considered final sale and cannot be returned or exchanged unless they arrive damaged or defective:

  • Clearance or Final Sale Items: Any product marked as “Clearance,” “Final Sale,” “As-Is,” or with similar designation is sold at a deep discount and is not eligible for return or refund.

  • Custom Orders and Made-to-Order Pieces: Furniture that has been customized per your specifications in terms of dimensions, finish, or fabric cannot be returned as it cannot be resold.

  • Opened Upholstered Furniture: Due to hygiene concerns, any upholstered items (sofas, chairs, ottomans) where the plastic protective wrapping has been removed cannot be returned unless a manufacturing defect is present.

  • Mattresses and Bedding: For obvious health and sanitary reasons, these items are non-returnable unless defective.

IV. The Return Process: A Step-by-Step Guide

Navigating a return should be simple. We have broken down the process into clear, manageable steps to ensure a smooth experience.

Step 1: Contact Customer Service for RMA Authorization
Do not ship your item back to us without authorization. Your first step is to contact our customer service team within the 30-day window. You can reach us by:

  • Email: mytawoodllc@gmail.com (Please include your order number and a detailed reason for the return).

  • Phone: +84-7734-37979 (Our agent will guide you through the initial steps).

Step 2: Provide Necessary Information
When you contact us, please have the following ready:

  • Your full name and order number.

  • The product name and SKU of the item you wish to return.

  • A detailed explanation and, if applicable, photographs illustrating the reason for the return (e.g., photos of damage for a defective item).

Step 3: Receive Your RMA Number and Instructions
After reviewing your request, our team will issue a Return Merchandise Authorization (RMA) number and specific return instructions, including the warehouse address to which the item must be shipped. Any return shipment received without a valid RMA number clearly marked on the outside of the box will be refused and returned to sender.

Step 4: Securely Pack and Ship the Item
It is your responsibility to repack the item securely in its original packaging. We highly recommend you:

  • Use a strong, durable shipping tape to seal the box.

  • Purchase shipping insurance for the return parcel. The item remains your responsibility until it is received and processed at our warehouse. We are not liable for items lost or damaged in transit back to us.

  • Use a trackable shipping service (UPS, FedEx, USPS with tracking) and retain the tracking number.

Step 5: Our Warehouse Inspection and Processing
Once we receive your return at our warehouse, our quality control team will conduct a thorough inspection to verify that the item meets all the eligibility criteria outlined in Section III. This process typically takes 3-5 business days from the date of receipt.

Step 6: Refund Issuance
Upon successful inspection and approval:

  • We will process your refund to the original payment method used for the order.

  • You will receive an email confirmation once the refund has been initiated.

  • Please allow 5-10 business days for the refund to be reflected in your bank or credit card account, depending on the processing times of your financial institution.

V. Exchanges: Swapping for the Perfect Piece

If you received a defective item or simply wish to exchange it for a different product, the process is just as straightforward.

  1. For a Defective Item: Contact us to initiate a return as described above. We will cover the cost of return shipping for defective items and, upon confirmation, ship a replacement unit to you at no additional charge. If the identical item is out of stock, we will work with you to find a suitable alternative or issue a full refund.

  2. For a Different Item: If you wish to exchange for a different color, model, or product, the process involves two transactions:

    • First, you must return the original item according to the standard return procedure (subject to eligibility and potential restocking fees).

    • Once the return is received and approved, a refund will be issued.

    • You can then place a new order for the desired item on our website. This ensures that you can secure the new item immediately without waiting for the return process to be fully completed.

VI. Refund Details: What to Expect Financially

Understanding the financial aspects of a return is crucial. Here is a detailed breakdown of what will be refunded and what fees may apply.

Scenario 1: Full Refund (For Damaged or Defective Items)
If the return is a direct result of our error (e.g., item arrived damaged, wrong item was shipped, or a manufacturing defect is confirmed), you will receive a 100% refund of the product price, including any original shipping costs you paid. We will also reimburse you for the reasonable cost of return shipping upon providing a receipt.

Scenario 2: Partial Refund (For Change of Mind / Buyer’s Remorse)
If the return is for any reason not related to an error on our part (e.g., you changed your mind, it doesn’t fit, or you found a better price), the refund will be calculated as follows:

  • Refund Amount = Item Subtotal – (15% Restocking Fee) – Original Outbound Shipping Costs.

  • *Example: You bought a $500 table with $50 shipping. Your refund would be: $500 – ($500 * 0.15) – $50 = $500 – $75 – $50 = $375.*

Important Note on Gift Cards and Promotional Codes: Refunds for purchases made with gift cards or promotional codes will be issued in the form of store credit. Any original shipping costs are non-refundable in these cases.

VII. Damaged or Defective Items: Our Zero-Tolerance Policy

We have a zero-tolerance policy for shipping damage and manufacturing defects. Our warehouse team packs every order with extreme care, but occasionally, damage can occur during the rigorous journey with the freight carrier.

What to Do Upon Receiving a Damaged Item:

  1. Inspect Immediately: Inspect all packages for visible damage before the delivery driver leaves. Note any damage on the carrier’s delivery receipt.

  2. Document the Damage: Open the package and inspect the furniture thoroughly. Take clear, well-lit photographs of any damage to the product itself, as well as of the damaged packaging.

  3. Contact Us Immediately: Email us at mytawoodllc@gmail.com within 48 hours of delivery with your order number, a description of the damage, and the supporting photographs.

Our Resolution Process for Damage/Defects:
We will resolve the issue promptly. In most cases, we will ship a replacement part or an entire new unit immediately, often without requiring you to ship the damaged item back first. In situations where the damaged item must be returned, we will provide a pre-paid shipping label and coordinate a convenient pickup time.

VIII. Frequently Asked Questions (FAQ)

Q: What if I accidentally assembled the furniture? Can I still return it?
A: Unfortunately, no. Once a product has been assembled, it is considered used and is no longer in a resellable condition. This policy is strictly enforced.

Q: The return shipping cost is very high due to the size of the furniture. Do you have any solutions?
A: We understand that returning large items can be costly. We recommend obtaining quotes from multiple carriers (UPS, FedEx Freight) and purchasing insurance. For “change of mind” returns, this cost is the responsibility of the customer. For defective items, we will cover it.

Q: I’m outside the 30-day window, but my item has a manufacturing defect. What are my options?
A: Please refer to our separate Warranty Policy. Many of our products come with a limited manufacturer’s warranty that covers defects in materials and workmanship for a longer period (e.g., 1 year for structural defects). Contact us, and we will review your case under the warranty terms.

Q: Can I return an item to your Austin office?
A: No. Our address at 5900 Balcones Drive is an administrative office. We cannot accept returns at this location. All returns must be shipped to the designated warehouse address provided in your RMA instructions.

Q: How long does it take to receive my refund?
A: After we receive and inspect your return, please allow 3-5 business days for processing and an additional 5-10 business days for your bank to post the credit. You will receive an email confirmation the moment we initiate the refund.

IX. Our Policy is Built on Fairness and Trust

The intricacies of this policy are not designed to be restrictive but to be fair—to you, our valued customer, and to our business, which must maintain high standards of quality and sustainability. By clearly defining the conditions and processes, we aim to eliminate confusion and set clear expectations. We are committed to upholding these guidelines consistently for every customer. Thank you for taking the time to understand our Return and Refund Policy. We are confident in the quality of our products and hope you never need to use this policy, but we are here, ready to assist, should the need arise.