MORTISECO · THOUGHTFUL LIVING

Return, Exchange & Refund Policy

Thoughtful Service Beyond Every Purchase

Last Updated: November 13, 2026

At mortiseco, we are committed to providing a reliable and enjoyable shopping experience for furniture and home furnishings. We value every customer's experience and have established clear return, exchange, and refund guidelines to ensure you receive the after-sales support you need.

This policy applies to all products purchased through the official mortiseco website.

01. Return & Exchange Window

Customers may submit a return or exchange request within 14 days of receiving their order.

If you receive an item with a quality issue, shipping damage, an incorrect product, or any other discrepancy from your original order, please contact our customer service team promptly.

To help us process your request efficiently, please provide:

• Order number;
• Name used when placing the order;
• Contact email address;
• Name of the item you wish to return or exchange;
• Reason for the return or exchange;
• Photos or videos of the product and its packaging, if necessary.

Once we receive your request, our customer service team will review your order information and explain the next steps.

Requests submitted after the 14-day period will be evaluated based on the circumstances, the nature of the product issue, and applicable consumer protection laws. Nothing in this policy limits any mandatory rights granted to consumers under applicable law.

02. Eligible Returns & Exchanges

Customers may request a return or exchange depending on their individual circumstances.

2.1 Returns & Exchanges for Non-Quality-Related Reasons

If the product has no quality issues but you would like to return or exchange it for personal reasons, including:

You may contact us to request after-sales assistance within the applicable return window.

These requests are subject to the standard return and exchange fee outlined in this policy.

2.2 Product Quality Issues & Seller Responsibility

Customers may request a return or exchange at no cost if any of the following situations occur:

• The product has a verified quality defect;
• The item is damaged during shipping;
• The product received does not match the original order;
• An incorrect item or specification was delivered;
• The product has a manufacturing defect that affects normal use;
• Other verified issues attributable to the product itself or our fulfillment process.

For approved requests involving product defects or issues attributable to mortiseco, we will cover the applicable return or exchange costs. Customers will not be required to pay return or exchange fees.

03. Return & Exchange Fees

mortiseco follows a straightforward and consistent fee structure for returns and exchanges.

3.1 Standard Returns & Exchanges

For returns or exchanges requested for personal reasons unrelated to product quality:

If the actual return or exchange shipping cost exceeds $35, mortiseco will cover the entire amount above that limit.

You will never be required to pay additional return or exchange shipping charges beyond the $35 standard fee.

3.2 Returns & Exchanges Due to Product Issues or Seller Responsibility

If a return or exchange is necessary because of a verified product defect, shipping damage, incorrect item, or another issue attributable to mortiseco:

All reasonable return or exchange shipping costs associated with these verified cases will be covered by mortiseco.

3.3 Return & Exchange Fee Summary

These fee arrangements apply to the return and exchange situations covered by this policy.

We will not charge customers additional standard return or exchange fees beyond the stated amounts without their confirmation.

04. Return Address & Warehouse Information

To make returns and exchanges more convenient for customers throughout the United States, mortiseco maintains regional after-sales warehouses to support customer service requests.

Different delivery regions may be served by different after-sales warehouses. We will provide the appropriate return address based on your original shipping location and the arrangements for your specific request.

Please follow the return process below:

1. Submit a return or exchange request through our customer service email.
2. Provide your order number and an explanation of the issue or reason for the request.
3. Our customer service team will review your order and request.
4. Based on your location and individual circumstances, we will provide the appropriate return address at one of our U.S. regional warehouses.
5. Arrange the return shipment using the address and instructions provided by our customer service team.
6. Once the item arrives at the designated warehouse, we will inspect it as appropriate and proceed with the next steps.

Please keep the following in mind:

If an item is sent to an incorrect address without prior confirmation, the package may not be received promptly or correctly matched to your order.

We will make reasonable efforts to provide a convenient and straightforward return and exchange process.

05. Conditions for Returned Products

To help ensure a smooth return or exchange process, customers should make every reasonable effort to ensure that returned products meet the following conditions:

For furniture items, we recommend protecting all corners, surfaces, and structural components carefully before returning them to prevent additional damage during transit.

If your item has a quality defect or was damaged during shipping, please do not attempt to repair or alter its condition simply to meet standard return requirements. Instead, provide photos of the issue and contact our customer service team for assistance.

Return eligibility will be evaluated based on the actual condition of the product and applicable laws.

06. Refund Process

Once your return request has been submitted and approved, we will arrange the next steps based on the specific circumstances of your return.

The standard refund process generally includes:

1. The customer submits a return request.
2. Our customer service team reviews the order and the reason for the return.
3. We provide the designated return warehouse address and shipping instructions.
4. The customer ships the item back according to the confirmed instructions.
5. Once the item arrives at the designated warehouse, it may be inspected and the return will be confirmed as appropriate.
6. Once the return meets the applicable refund requirements, we will initiate the refund to the original payment method.

For certain exceptional after-sales situations where a product does not need to be physically returned, we may discuss an appropriate refund arrangement with the customer based on the circumstances.

07. Refund Processing Time

Once your return request has been approved and the applicable refund conditions have been met, we will arrange the refund.

Refund Details:

• Once the refund is approved, we will process it through the original payment method.
• Refunds will be returned to the customer's original payment account or payment channel.
• Refunds are expected to arrive within 7 business days.
• Actual posting times may vary depending on the payment provider and the processing procedures of your bank.

If you have not received your refund within the estimated timeframe, please contact our customer service team. We will help you check the status of your refund.

08. Exchange Process

If you would like to exchange an item, please contact our customer service team and submit your request within 14 days of receiving the product.

Your exchange request should include your order number, details of the original product, and information about the item you would like to receive instead.

For eligible exchange requests:

Exchange availability will be confirmed based on product availability and the current status of your order.

If the requested replacement item is unavailable, we will work with you to discuss another reasonable solution, which may include a refund where applicable.

09. Products Damaged During Shipping or Incorrect Items Received

If your order arrives damaged, has missing accessories, or contains an item that does not match your original purchase, please contact us as soon as possible.

To help us investigate the issue accurately, we recommend providing:

• Order number;
• Photos of the entire product;
• Clear photos of the damaged areas;
• Photos of the outer packaging and shipping label;
• A brief description of the issue.

Once we verify that the issue resulted from shipping damage or an error in our fulfillment process, we will provide an appropriate solution based on the circumstances, such as a free return, replacement, or another reasonable resolution.

10. Situations That May Affect Return Eligibility

To the extent permitted by applicable law, the following circumstances may affect the eligibility of a standard return request:

If a product is covered by a statutory quality guarantee, involves shipping damage, or presents another issue for which we are legally responsible, we will handle the matter in accordance with applicable law. Nothing in these standard return restrictions will be used to deny consumer rights that are protected by law.

11. Additional Refund & After-Sales Information

To protect our customers' rights and interests, all refund and exchange requests will be handled based on the circumstances of the individual order.

We will not require customers to pay reasonable return or exchange costs resulting from verified product quality issues or fulfillment errors attributable to mortiseco.

If you have any questions or concerns about the outcome of an after-sales request, you may contact our customer service team by email for further assistance.

We will make reasonable efforts to provide clear, fair, and appropriate solutions.

12. Contact Us

If you would like to request a return, exchange, or refund, or have questions about return addresses, fees, or any other after-sales matters, please contact us using the information below.

We will make reasonable efforts to assist customers throughout the after-sales process and provide the necessary return, exchange, and refund support.

Thank you for choosing mortiseco. We appreciate your trust and look forward to serving you.

Every Detail Deserves Thoughtful Care.

CRAFTED WITH CARE · DESIGNED FOR LIVING

MORTISECO