General Terms:
Acton Bedrooms reserves the right to update the rules when necessary, and the updated version will be published on www.actonbedrooms.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Acton Bedrooms immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by Acton Bedrooms. Suppliers will publish their own Return & Refund Policy on the product detail page. Acton Bedrooms’ policy shall prevail in case of conflict with a supplier's policy.
For after-sales issues, buyers should file a return & refund request within 30 days of the delivery date (except several suppliers whose after-sales period was agreed by Acton Bedrooms). If the period for filing a Return & Refund request is exceeded, the supplier reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request refund" button in the Acton Bedrooms buyer center or by contacting Acton Bedrooms customer service to cancel the order. Please note that some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree to or reject the cancellation request within 3 business days.
If the supplier cannot fulfill the buyer's order within the order processing time indicated on Acton Bedrooms’ product page—under conditions including, but not limited to, no stock or other issues—the supplier has the right to cancel and refund the order.
If the buyer receives goods that are damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, the supplier has the responsibility to offer the buyer a prepaid return label within 3 business days to return the damaged/broken goods. The supplier should refund the buyer once the return shows as "in transit" on the logistics website using the supplier's provided prepaid return label.
Acton Bedrooms shall not require the supplier to accept after-sale requests for "non-defective remorse returns." The supplier has the right to accept or reject the request according to the policy shown on the Acton Bedrooms product page. Acton Bedrooms will abide by the supplier's policy under this condition.
If the supplier accepts an after-sale request for the reason type of "non-defective remorse returns" and requires a deduction for a "restocking & repacking fee," under Acton Bedrooms’ policy restriction, the total "restocking & repacking fee" deducted by the supplier shall not exceed 35% of the order total price.
Acton Bedrooms shall not require suppliers to provide warranties or dictate how warranties should be handled.
Acton Bedrooms shall enforce restrictions regarding refund and redelivery time. Under conditions including, but not limited to, supplier or Acton Bedrooms policy, or agreement between the supplier and buyer, the supplier must issue a refund within no more than 3 business days or redeliver the product within no more than 5 business days.
Once the buyer submits the after-sales request, the buyer must provide evidence (as stated in the clause below) to the supplier or Acton Bedrooms. If the buyer cannot provide compelling evidence within the time period outlined by the order after-sales policy, the supplier and/or Acton Bedrooms has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Acton Bedrooms.
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
| Return & Refund Type | Acton Bedrooms Rules | ||
| For Unshipped Orders | The Return & Refund request is made after the stated processing time. | Acton Bedrooms will refund the order. | |
| The Return & Refund request is made within the stated processing time. | The supplier has 3 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 3 business days, Acton Bedrooms will refund the order Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above. | ||
| For Shipped Orders | The Return & Refund request is made after the order has shipped. | The supplier has 10 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 10 business days, Acton Bedrooms will refund the order. | |
2. Goods Returned in Transit
If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, the supplier should begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and the buyer has proof from the logistics website—such as but not limited to a screenshot from the logistics website—that the order was destroyed, the supplier should refund the order within 3 business days of the buyer's refund request or begin redelivery within 5 business days of the request.
4. Wrong Receipt Information
If the buyer enters incorrect receipt information on an order, the buyer should contact the supplier via the "Contact Seller" option or contact Acton Bedrooms customer service to request that the supplier update the order with the correct receipt information.
Please note that receipt information corrections or order cancellations are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong address, the buyer can attempt to send back the products at their own expense. If the goods are returned in good condition, the supplier shall refund the order within 3 business days of receiving the goods, per the buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note that the buyer will also be responsible for the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (Package Breakage / Significantly Not as Described / Missing or Wrong Goods / Quality Problems)
If the buyer detects any problem upon receipt (damaged package, items significantly not as described, missing or incorrect items, or other quality issues), the buyer should submit a refund or redelivery request with valid proof (photos or videos of the goods received that clearly show the issue). After the buyer files a request on Acton Bedrooms, the supplier should check the proof and respond within 3 business days.
If the proof reviewed by the supplier or Acton Bedrooms does not clearly show the issue, the proof is deemed invalid, and the supplier and/or Acton Bedrooms has the right to reject the buyer's refund request.
If the buyer’s proof clearly demonstrates a problem and is approved by the supplier or Acton Bedrooms, the proof review time shall not exceed 3 business days. If the goods must be returned to receive a refund, the supplier should provide the buyer with a prepaid return label within 3 business days of proof approval and issue a refund once the returned package shows as in transit on the logistics website using the tracking number uploaded by the buyer, within 3 business days. If the goods do not need to be returned, the supplier should refund the order within 3 business days of the refund request.
If the proof is valid and the buyer requests redelivery, the supplier should begin redelivery within 5 business days of proof approval. Please note that suppliers have the right to issue a refund if the redelivery products are out of stock. Buyers may reorder products when they are restocked.
6. Logistics Issues
6.1 Invalid Tracking Information
If Acton Bedrooms verifies the tracking number is incorrect and the supplier fails to provide a correct one within 4 business days, Acton Bedrooms will refund the order.
6.2 Untimely Tracking Info Updates
If tracking information has not been updated for more than 7 business days after the label was created (as shown on the logistics website), and the buyer applies for a refund, Acton Bedrooms requires the supplier to refund the order within 3 business days of the buyer's request.
Note: This clause does not apply during special periods such as holidays, COVID-19 disruptions, extreme weather, or other abnormal conditions.
6.3 Excessive Shipping Delay
If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide updated, valid tracking information, the buyer may apply for a refund. Acton Bedrooms requires the supplier to refund the order within 3 business days of the buyer's request.
Note: This clause does not apply during special periods such as holidays, COVID-19 disruptions, extreme weather, or other abnormal conditions.
7. Other
During holidays, COVID-19 disruptions, abnormal weather, or other special situations, the buyer should contact us via the Contact Us page or reach out to the supplier using the order's Contact Message option through their Acton Bedrooms account to resolve any product or logistics issues.
Acton Bedrooms will do its best to assist buyers in these circumstances in a timely manner. After notification, buyers can expect a decision from Acton Bedrooms within two weeks for these types of issues.
8. Attention
If buyers are unsatisfied with the resolution of after-sale issues, they are responsible for opening a dispute with Acton Bedrooms for further assistance in resolving the issue.
