Your Complete Guide to Satisfaction and Peace of Mind

I. Our Commitment to Your Satisfaction: An Introduction to Hassle-Free Returns

At HaloUS LLC, we stand behind the quality, craftsmanship, and design of every single item we offer. Our primary goal is for you to be utterly delighted with your purchase, and for our furniture to become a cherished part of your home for years to come. However, we also recognize that sometimes a product may not meet your specific expectations, may not fit your space as envisioned, or, in rare instances, may arrive in a condition that does not align with our stringent quality standards. It is for these moments that we have crafted a clear, fair, and customer-centric Refund and Return Policy. This policy is not merely a set of rules; it is a fundamental expression of our commitment to your satisfaction and a testament to the confidence we have in our products. We believe that a transparent and straightforward return process is a cornerstone of the trust we aim to build with you.

Our philosophy is simple: if you are not happy, we are not happy. This document is designed to guide you through every step of the return and refund process, ensuring you have all the information you need to resolve any issue with ease and confidence. We have structured the process to be as hassle-free as possible, minimizing your effort and providing clear timelines for resolution. We encourage you to read this policy thoroughly before initiating a return, as it contains vital information regarding eligibility, timeframes, and the condition in which items must be returned. Please pay special attention to the sections on Return Eligibility, Restocking Fees for Large Items, and the specific process for Damaged or Defective Items, as these are crucial for a smooth experience. Our dedicated customer service team is also always ready to assist you in interpreting this policy and navigating the process. Your peace of mind is our ultimate priority, and this policy is our written pledge to honor that commitment.

II. The Core of Our Policy: General Overview and Key Definitions

Before delving into the specifics, it is important to understand the overarching principles and key terms that govern our return and refund procedures.

Policy Scope: This policy applies to all purchases made directly through our official website, halous.store. It covers products across all categories, including Benches, Bookcases and Shelving, Coffee and Accent Tables, Dining Chairs, Media Consoles, and Tables.

Key Definitions:

Return Window: The period of time, starting from the date of delivery, during which you are eligible to initiate a return for a refund or exchange. This is typically 30 days for standard items.
Return Merchandise Authorization (RMA): A unique number issued by our customer service team that must be obtained before any return is shipped back to us. Returns received without a valid RMA will not be processed and may be refused.
Original Condition: The state in which an item must be returned. This means it is unused, unassembled, and in its original, undamaged packaging with all included parts, hardware, and manuals.
Refund: The reimbursement of the purchase price to the original payment method used for the order.
Exchange: The process of replacing a returned item with a different product or variant.
Restocking Fee: A percentage fee deducted from the refund amount to cover the costs of inspecting, repackaging, and restocking an item, particularly large furniture pieces that have been opened or assembled.
Manufacturer Defect: A flaw in the product resulting from the manufacturing process, not from customer handling or shipping damage.

III. Initiation and Execution: The Step-by-Step Return Process

To ensure your return is handled efficiently and correctly, you must follow the outlined steps. Deviating from this process may result in delays or the denial of your return.

Step 1: Initiating the Return Request

The return process must always begin with you contacting our customer service team to request an RMA. This cannot be done automatically on the website.

Contact Method: Please reach out to us via email at lieuphidinh253@gmail.com or by phone at +84818685222.
Required Information: When you contact us, please have the following information ready:
- Your full name.
- Your order number.
- The specific product(s) you wish to return.
- The reason for the return (e.g., “Changed Mind,” “Does Not Fit,” “Defective Item,” etc.).

Step 2: Receiving Your RMA and Return Instructions

Once our customer service representative reviews your request and confirms eligibility, they will issue a unique RMA number via email. This email will also contain detailed instructions, including:

The specific warehouse address to which you must ship the return. Do not ship returns to our corporate office in Austin.
Any special packaging instructions.
A link to print a return shipping label, if applicable (see Section IV for shipping cost responsibilities).

Step 3: Preparing Your Item for Return

Proper preparation is critical to ensuring your return is accepted without issue.

Disassembly: If the item was assembled, you are responsible for carefully disassembling it.
Packaging: You must repackage the item in its original manufacturer’s packaging. This includes all interior padding, cardboard dividers, and protective wraps. The original packaging is essential to prevent damage in transit. Items returned without original packaging may be subject to a significant repackaging fee or may be refused.
Inclusion of All Parts: Ensure all parts, screws, bolts, tools, and instruction manuals are included and securely packaged.
Labeling: Clearly write or affix the RMA number on the outside of the box. Packages without a visible RMA number cannot be processed upon receipt.

Step 4: Shipping the Return

You are responsible for shipping the return to the address provided in your RMA instructions. We strongly recommend that you:

Use a trackable shipping service with insurance that covers the full value of the item.
Retain the tracking number and proof of postage until your refund has been fully processed.
We are not liable for return packages that are lost, damaged, or stolen in transit.

Step 5: Our Receipt, Inspection, and Final Processing

Once we receive your return at our warehouse, the following will occur:

Receipt and Logging: The package is logged into our system using the RMA number.
Inspection: Our quality control team will conduct a thorough inspection of the item and its packaging to verify that it is in “Original Condition” as defined above.
Processing: Upon successful inspection, we will initiate the refund or exchange.
Notification: You will receive an email notification confirming that your return has been received and approved.

IV. Financial Details: Refund Methods, Timelines, and Associated Costs

Refund Methods and Timelines

Method: All approved refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to a different card or account. For example, if you paid with a Visa credit card, the refund will be credited back to that same Visa card. If you paid via Apple Pay or Google Pay, the refund will be processed back through that channel.
Timeline: Please allow:
- Up to 5 business days for us to process the refund after the item has been received and inspected.
- An additional 5-10 business days for the refund to be posted to your account by your bank or credit card company. The total time from our receipt of the return to seeing the credit in your account can be up to 15 business days.

Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return:

Customer-Initiated Returns (Changed Mind, Wrong Size, etc.): The customer is responsible for the cost of return shipping.
HaloUS-Initiated Returns (Damaged, Defective, or Incorrect Item Shipped): HaloUS LLC will cover the cost of return shipping. We will provide you with a prepaid return shipping label in these instances.

Restocking Fees

To cover the significant costs of inspecting, handling, and repackaging large furniture items, a restocking fee may apply.

Standard Restocking Fee: A 15% restocking fee will be applied to the product’s purchase price for any large furniture item (e.g., bookcases, tables, media consoles) that is returned after the original packaging has been opened.
No Restocking Fee: The restocking fee will be waived if the item is returned in its original, sealed, and unopened box.
Non-Furniture Items: Small accessories may not be subject to a restocking fee; this will be confirmed when your RMA is issued.

Deductions from Refund Amount

Your final refund will be calculated as follows:
(Product Purchase Price) - (Return Shipping Costs paid by HaloUS, if applicable) - (Restocking Fee, if applicable) = Total Refund Amount
Note: The original cost of outbound shipping to you is non-refundable.

V. Special Circumstances: Damaged, Defective, and Large Items

Damaged or Defective Upon Arrival

We take great care in packaging our products to withstand the rigors of shipping. However, if your item arrives with visible damage or a manufacturing defect, you must contact us within 48 hours of delivery.

Do Not Refuse the Delivery. Accept the package and contact us immediately.
Documentation: You will be required to provide clear photographs and/or a video of the damage/defect and the packaging it arrived in.
Resolution: We will work swiftly to resolve the issue, typically by sending replacement parts, arranging for a pick-up and full replacement of the item, or issuing a full refund at our discretion. All shipping costs for replacements due to damage or defects are covered by HaloUS.

Exchanges

We do not handle direct “exchanges.” The most efficient process is for you to initiate a return for the unwanted item and place a new order for the desired item. This ensures you secure the inventory for your new product and allows us to process the refund for the returned item separately, getting you what you need faster.

Cancellations

You may cancel your order without penalty only if it has not yet entered the “Processing” or “Shipped” stage in our fulfillment system. Please contact us immediately by phone for the best chance of canceling an order. Orders that have already been shipped are subject to the standard return policy upon receipt.

VI. Policy Exceptions, Limitations, and International Returns

Non-Returnable Items

For health, safety, and hygiene reasons, the following items are FINAL SALE and cannot be returned unless they arrive damaged or defective:

Assembled Furniture: Any item that has been fully assembled.
Used or Soiled Items: Any product that shows signs of use, wear, or is returned in an unsanitary condition.
Modified Items: Any product that has been altered, modified, or repaired by the customer.
Items Missing Parts or Packaging: Products not returned with all original components and packaging.

International Returns

Returning an item from outside the United States involves additional complexity and cost.

Process: The process for initiating the return (obtaining an RMA) is identical.
Costs: The customer is responsible for all international return shipping costs, customs duties, and taxes incurred for the return shipment. These costs can be substantial.
Inspection and Refund: The refund will be processed for the product cost only, minus any restocking fees, once the item is received and inspected at our designated international returns warehouse.

VII. Frequently Asked Questions (FAQ)

Q: What if I missed the 30-day return window?
A: Returns initiated after the 30-day window has expired cannot be accepted. We strictly enforce this policy to ensure operational efficiency and fair treatment for all customers.

Q: The item I received is different from what I ordered. What should I do?
A: Contact us immediately! This is our error, and we will apologize and correct it promptly. We will provide a prepaid return shipping label for the incorrect item and expedite the shipment of the correct product to you.

Q: Can I return a item I bought on sale or during a promotion?
A: Yes, sale items are subject to the same return policy as full-priced items, provided they meet all other return conditions.

Q: I no longer have the original packaging. Can I still return the item?
A: Unfortunately, we cannot accept returns of large furniture items without the original packaging. The specialized packaging is critical for ensuring the item does not get damaged in transit back to our warehouse. Attempting to ship with inadequate packaging often results in severe damage, for which we cannot issue a refund.

Q: How can I check the status of my refund?
A: You will receive an email confirmation once the refund has been processed from our end. After that, you must monitor your bank or credit card statement. For specific timing, you should contact your financial institution, as they control the final posting of the credit.

Q: Who do I contact if I have a problem with my return?
A: For any issues related to your return, please contact the same customer service representative who issued your RMA, or email us at lieuphidinh253@gmail.com with your RMA number in the subject line.

VIII. Our Pledge: Fairness, Transparency, and Your Satisfaction

This Refund and Return Policy is designed to be fair, transparent, and manageable. We have outlined the procedures and responsibilities clearly to prevent any misunderstandings and to ensure a positive resolution for all parties involved. We stand by the quality of our products and are committed to upholding the highest standards of customer service. By purchasing from HaloUS LLC, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, but the policy in effect at the time of your purchase will govern your transaction.

Thank you for your understanding and for choosing HaloUS LLC. We value your business and are here to ensure your complete satisfaction.