Returns, Exchanges & Warranty Policy
At CHUHU, we are committed to providing high-quality craftsmanship and customer satisfaction. Please review our comprehensive policy below regarding returns, exchanges, and warranty coverage.
1. 15-Day Returns and Exchanges
Consumers may request a return or exchange within 15 calendar days of delivery, subject to the eligibility requirements and exclusions set out below.
For change-of-mind returns:
- The product must be unopened, unused, unwashed, undamaged, and in its original packaging.
- All original accessories, tags, instructions, manuals, hardware, and complimentary items must be included.
- All tools, hardware, fittings, and spare parts supplied for self-assembly furniture must be retained and returned complete.
- Any electrical components integrated into or supplied with furniture must be complete, fully functional, and in proper working condition.
- The product must be suitable for resale.
For hygiene and safety reasons, certain used kitchenware, bedding products, cleaning products, and household tools are not eligible for return unless they are defective or otherwise covered by applicable consumer law.
Custom-made, personalized, clearance, and final-sale products are not eligible for change-of-mind returns unless the product is defective, damaged, or incorrectly supplied.
2. Requesting a Return
Consumers must contact CHUHU Customer Support using the contact details provided on the CHUHU website and provide the following information:
- The order number
- The product or products to be returned
- The reason for the return
- Relevant photographs or videos, where requested
Prior approval from CHUHU must be obtained before any product is returned. Products sent back without authorization may be refused or returned to the consumer.
Once a return request is approved, CHUHU will provide the return instructions and applicable return address.
3. Return Costs and Refund Process
If a product is defective, damaged during delivery, or incorrectly supplied, CHUHU will arrange an appropriate solution and cover reasonable return or replacement shipping costs.
For approved change-of-mind returns, consumers are responsible for the applicable return shipping, collection, disassembly, and remote-area charges. Any applicable charges will be communicated before the return is confirmed.
Refunds are processed after the returned product has been received and inspected. Approved refunds will be issued to the original payment method or provided as store credit where agreed.
Original delivery, installation, assembly, and other service charges are non-refundable for change-of-mind returns unless otherwise required by applicable law.
In certain cases, CHUHU may allow consumers to keep the product and issue a refund without requiring the product to be returned.
4. Exchanges
Exchanges are subject to product availability. The fastest way for consumers to obtain a replacement product is generally to return the original product for a refund or store credit and place a new order after the return has been accepted.
Any price difference, shipping charge, or remote-area surcharge applicable to the replacement order must be paid by the consumer.
5. Limited Warranty
The limited warranty period begins on the original delivery date and applies to the original purchaser. Proof of purchase is required for all warranty claims.
The warranty applies only to defects in materials, components, or workmanship arising under normal residential use and normal indoor environmental conditions.
Solid Wood Furniture (10-Year Limited Warranty)
Covered:
- Structural cracking of the frame or load-bearing components
- Structural deformation of the frame or load-bearing components under normal use
Not covered:
- Accidental or intentional damage
- Insect or pest damage
- Damage caused by extreme temperature, humidity, dryness, or moisture
- Natural variations in wood grain, color, texture, or minor movement
- Damage caused by improper use, care, storage, or relocation
Upholstered Beds and Mattresses (10-Year Limited Warranty)
Covered:
- Verified permanent filling or mattress indentation exceeding 3 cm
- Seam separation not caused by external abrasion, misuse, or accidental damage
- Breakage of the internal spring structure under normal use
Not covered:
- Pet scratches, bites, or other animal-related damage
- Liquid spills, soaking, moisture, mold, or staining
- Damage caused by failure to follow the cleaning and care instructions
- Normal softening, compression, or settling of filling materials
- Normal wear, fabric fading, pilling, or cosmetic changes
Upholstered Sofas (5-Year Limited Warranty)
Covered:
- Verified permanent filling indentation exceeding 3 cm
- Seam separation not caused by external abrasion, misuse, or accidental damage
- Breakage of the internal spring structure under normal use
Not covered:
- Pet scratches, bites, or other animal-related damage
- Liquid spills, soaking, moisture, mold, or staining
- Damage caused by improper cleaning or maintenance
- Normal softening, compression, or settling of cushions
- Normal wear, fabric fading, pilling, or cosmetic changes
Furniture Hardware and Electrical Components (5-Year Limited Warranty)
Covered:
- Functional failure of hydraulic mechanisms
- Functional failure of powered tracks or reclining mechanisms
- Functional failure of integrated light strips
- Functional failure of motors and other included electrical or metal components
Not covered:
- Damage caused by impact, excessive force, or overloading
- Unauthorized modifications, repairs, or component replacements
- Damage caused by an unsuitable power supply, electrical overload, or power surge
- Battery depletion, consumable parts, or normal wear
- Damage caused by improper installation, operation, maintenance, or storage
6. General Warranty Exclusions
The limited warranty does not cover:
- Normal wear and tear
- Cosmetic damage that does not affect normal product function
- Misuse, abuse, negligence, or failure to follow product instructions
- Commercial use unless expressly approved in writing
- Damage caused during relocation or transportation arranged by the consumer
- Unauthorized repairs, alterations, or modifications
- Damage caused by accidents, fire, flooding, natural disasters, or other events outside CHUHU's reasonable control
- Products without valid proof of purchase
- Products from which the serial number, identification label, or warranty label has been removed or altered
7. Warranty Claims and Remedies
To submit a warranty claim, consumers must contact CHUHU Customer Support and provide:
- The order number and proof of purchase
- A description of the issue
- Clear photographs or videos showing the affected product and components
- Any additional information reasonably required to assess the claim
Consumers must not dispose of, repair, modify, or return the affected product before receiving instructions from CHUHU.
After assessment, CHUHU may, as appropriate:
- Provide troubleshooting or maintenance guidance
- Supply replacement parts
- Arrange a repair
- Replace the affected product or component
- Provide a refund or store credit when repair or replacement is not reasonably available
The appropriate remedy will depend on the nature of the issue, product availability, warranty coverage, and applicable consumer law.
8. Delivery, Assembly and Storage Services
Complimentary standard delivery and assembly may be provided where expressly stated on the product page or order confirmation.
Additional delivery charges may apply to remote areas, locations with restricted access, or orders requiring special handling. Any additional charges will be communicated before delivery is arranged.
Complimentary storage may be available when confirmed in writing by CHUHU and is subject to storage capacity, product type, and the agreed storage period.
9. Consumer Rights
This policy is provided in addition to any rights and remedies available under applicable consumer protection laws. Nothing in this policy excludes, restricts, or modifies any statutory rights that cannot legally be excluded, restricted, or modified.