{"id":47137,"date":"2025-01-27T07:57:05","date_gmt":"2025-01-27T07:57:05","guid":{"rendered":"https:\/\/topsmartfurniture.com\/frequently-asked-questions-faqs-2\/"},"modified":"2025-02-17T12:22:22","modified_gmt":"2025-02-17T12:22:22","slug":"returns-and-incidents","status":"publish","type":"page","link":"https:\/\/topsmartfurniture.com\/en\/faqs\/returns-and-incidents\/","title":{"rendered":"Frequently Asked Questions (FAQs)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"47137\" class=\"elementor elementor-47137 elementor-47135\">\n\t\t\t\t<div class=\"elementor-element elementor-element-85311c9 e-flex e-con-boxed e-con e-parent\" data-id=\"85311c9\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-162f091 e-con-full e-flex e-con e-child\" data-id=\"162f091\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1f79c62 elementor-widget elementor-widget-heading\" data-id=\"1f79c62\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">RETURNS AND INCIDENTS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-039a80f elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"039a80f\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d993973 e-flex e-con-boxed e-con e-parent\" data-id=\"d993973\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e981550 elementor-widget elementor-widget-n-accordion\" data-id=\"e981550\" data-element_type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;expanded&quot;,&quot;max_items_expended&quot;:&quot;one&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:400,&quot;sizes&quot;:[]}}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accordion. Open links with Enter or Space, close with Escape, and navigate with Arrow Keys\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2440\" class=\"e-n-accordion-item\" open>\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"true\" aria-controls=\"e-n-accordion-item-2440\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> How do I report an incident with my order or with the products purchased?   <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2440\" class=\"elementor-element elementor-element-dc257a9 e-con-full e-flex e-con e-child\" data-id=\"dc257a9\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-74bdcd7 elementor-widget elementor-widget-text-editor\" data-id=\"74bdcd7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p class=\"wysiwyg-text-align-justify\"><strong>If you have not received your order, you are missing any of the products purchased or you have received a damaged product or without any of its parts<\/strong>, you must inform us as soon as possible in any of these ways:<\/p>\n<ul>\n<li class=\"wysiwyg-text-align-justify\">Calling (+34) 657 44 31 67 or writing a Whatsapp to the same phone number.<\/li>\n<li>By writing an email to info@topsmartfurniture.com explaining the situation.<\/li>\n<li>By filling out the <a href=\"https:\/\/topsmartfurniture.com\/en\/contact\/\">&#8220;contact&#8221; form<\/a> explaining what happened.<\/li>\n<\/ul>\n<p class=\"wysiwyg-text-align-justify\"><strong>To report an incident with your order or with the products purchased, <\/strong>you must inform us as soon as possible in one of the ways detailed above.<\/p>\n<p class=\"wysiwyg-text-align-justify\">Once you contact us, the after-sales team will get in touch with you.<\/p>\n<p class=\"wysiwyg-text-align-justify\">In case of compliance with the necessary requirements, the product will be picked up free of charge and, upon receipt and verification, Top Smart Furniture will repair, replace or reimburse you the full or partial amount as appropriate.<\/p>\n<p class=\"wysiwyg-text-align-justify\"><strong>Please note that in order for us to pick up your product, it must be disassembled and with all its accessories.<\/strong><\/p>\n<p class=\"wysiwyg-text-align-justify\">It is important to note that, if you are a consumer, our products are protected by legal warranty:<\/p>\n<p class=\"wysiwyg-text-align-justify\"><strong>What is the legal warranty?<\/strong><\/p>\n<p class=\"wysiwyg-text-align-justify\">Also known as the &#8220;warranty of conformity&#8221;, this warranty protects you when the digital goods or services purchased do not conform to the sales contract.<\/p>\n<p class=\"wysiwyg-text-align-justify\">This occurs when the digital goods or services purchased (a) do not match the description, type of good, quantity and quality of the offer (for example, if you receive a product that is damaged or missing parts); (b) lack functionality, compatibility, interoperability, durability, safety and other features advertised or included in the contract, or those typical of goods of the same type that can be reasonably expected; (c) do not function properly or are not fit for the purposes normally expected in products of the same type; (d) are not delivered with such accessories (including packaging) and instructions as the customer may reasonably expect for installation, integration or customer support; (e) are not provided with upgrades (in the case of goods) or are not upgraded as agreed (in the case of digital services).     <\/p>\n<p class=\"wysiwyg-text-align-justify\">If the contract provides for the continuous supply of digital goods or services for a period, the legal warranty shall extend for the duration of that period.<\/p>\n<p class=\"wysiwyg-text-align-justify\"><strong>Am I entitled to the legal guarantee?<\/strong><\/p>\n<p class=\"wysiwyg-text-align-justify\">The legal warranty is a right granted exclusively to consumers, i.e. those who purchase products for non-professional use.<\/p>\n<p class=\"wysiwyg-text-align-justify\"><strong>What rights do I have under the legal warranty?<\/strong><\/p>\n<p class=\"wysiwyg-text-align-justify\">If the purchased digital goods or services are defective under the legal warranty, you are entitled to request repair or replacement of the defective product free of charge. Alternatively, you are entitled to a price reduction or termination of the contract in the following cases: (a) if repair or replacement is not possible or is unreasonably expensive; (b) if a lack of conformity arises after an initial attempt to make the digital goods or services conform; or (c) if the lack of conformity is sufficiently serious to justify a price reduction or termination of the contract.    <\/p>\n<p class=\"wysiwyg-text-align-justify\">The use of the product will be considered in determining the price reduction or refund to which, if any, you are entitled. However, a minor defect that makes repair or replacement impossible or excessively costly does not entitle the customer to terminate the contract. <\/p>\n<p class=\"wysiwyg-text-align-justify\">Any corrective action to bring the digital goods or services into conformity shall be free of charge, including shipping, labor and materials.<\/p>\n<p class=\"wysiwyg-text-align-justify\"><strong>How long does the legal warranty last and what should I do to enforce it?<\/strong><\/p>\n<p class=\"wysiwyg-text-align-justify\">The legal warranty covers conformity defects arising within three years after delivery of the product or provision of digital services if the product was purchased on or after January 1, 2022. However, orders prior to that date are covered by a two-year warranty. Customers are advised to always retain their purchase receipt.  <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2441\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"2\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2441\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> How to request a refund? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2441\" class=\"elementor-element elementor-element-76bc97c e-con-full e-flex e-con e-child\" data-id=\"76bc97c\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4efa02b elementor-widget elementor-widget-text-editor\" data-id=\"4efa02b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p id=\"h_01JC5SAEWP0A093FK9XF0MXSV0\">If you change your mind or need to return a product, you may do so, without justification, within <strong>14 calendar days of delivery<\/strong>.<\/p>\n<p id=\"h_01JC5SAEWPSYGRQEM9GT18S0ST\">The above does not apply to customized products, which cannot be returned as they were made especially for you.<\/p>\n<p class=\"wysiwyg-text-align-justify\">To initiate the return you must inform us as soon as possible in one of these ways:<\/p>\n<ul>\n<li class=\"wysiwyg-text-align-justify\">Calling (+34) 657 44 31 67 or writing a Whatsapp to the same phone number.<\/li>\n<li>By writing an email to info@topsmartfurniture.com explaining the situation.<\/li>\n<li>By filling out the <a href=\"https:\/\/topsmartfurniture.com\/en\/contact\/\">&#8220;contact&#8221; form<\/a> explaining what happened.<\/li>\n<\/ul>\n<p class=\"wysiwyg-text-align-justify\">Once you have contacted us, our after-sales team will contact you with more information about your request.  <\/p>\n<p class=\"wysiwyg-text-align-justify\">In case of compliance with the necessary requirements, the product will be picked up using the same transport service selected at the time of purchase and, upon receipt and verification, Top Smart Furniture will refund the full amount.<\/p>\n<p class=\"wysiwyg-text-align-justify\"><strong>Please note that in order for us to pick up your product, it must be disassembled, complete and with all its accessories.  <\/strong><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2442\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"3\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2442\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> Are returns free of charge? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2442\" class=\"elementor-element elementor-element-7e238da e-con-full e-flex e-con e-child\" data-id=\"7e238da\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0b6068a elementor-widget elementor-widget-text-editor\" data-id=\"0b6068a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ca54782 elementor-widget elementor-widget-text-editor\" data-id=\"ca54782\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n<div class=\"elementor-widget-container\">Yes, in case of return due to withdrawal, you will be refunded the full amount of the products you return. You must bear the costs of returning the products, if any. Unless you tell us otherwise, we will compensate these return costs with those you had already paid for the initial delivery of the product, since we will take care of picking up the order at your home.  <\/div>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2443\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"4\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2443\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> How can I cancel my order? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2443\" class=\"elementor-element elementor-element-c7195b0 e-flex e-con-boxed e-con e-child\" data-id=\"c7195b0\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f511bb5 elementor-widget elementor-widget-text-editor\" data-id=\"f511bb5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"flex flex-grow flex-col max-w-full\">\n<div class=\"min-h-[20px] text-message flex w-full flex-col items-end gap-2 whitespace-pre-wrap break-words [.text-message+&amp;]:mt-5 overflow-x-auto\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"e5a1c7de-5072-4528-931d-1b4dc29d7635\">\n<div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-[3px]\">\n<div class=\"markdown prose w-full break-words dark:prose-invert light\">\n<p class=\"wysiwyg-text-align-justify\">You can cancel your entire order as long as it has not been shipped or, in the case of customized products, its manufacture has not started. To do so, you must inform us as soon as possible in one of these ways: <\/p>\n<ul>\n<li class=\"wysiwyg-text-align-justify\">Calling (+34) 657 44 31 67 or writing a Whatsapp to the same phone number.<\/li>\n<li>By writing an email to info@topsmartfurniture.com explaining the situation.<\/li>\n<li>By filling out the <a href=\"https:\/\/topsmartfurniture.com\/en\/contact\/\">&#8220;contact us&#8221; form<\/a> explaining that you want to cancel.<\/li>\n<\/ul>\n<\/div>\n<div class=\"markdown prose w-full break-words dark:prose-invert light\">\n<p class=\"wysiwyg-text-align-justify\">If your order has already been shipped or the customized product has started to be manufactured, you will not be able to cancel it. In this case, you will have to wait to receive it and process a return. <\/p>\n<p class=\"wysiwyg-text-align-justify\"><strong>Note:<\/strong> If your order with customized products has already started to be manufactured, it can no longer be cancelled or returned, as they are manufactured especially for you.<\/p>\n<p class=\"wysiwyg-text-align-justify\"><strong>Need additional help?<\/strong><\/p>\n<p class=\"wysiwyg-text-align-justify\">If you are unable to cancel your order, if you only wish to cancel one of the items or if you have any other additional questions, please contact us through any of the ways detailed above.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2444\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"5\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2444\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> When will I receive a refund after canceling or returning a product? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2444\" class=\"elementor-element elementor-element-b53225c e-flex e-con-boxed e-con e-child\" data-id=\"b53225c\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6e71ee4 elementor-widget elementor-widget-text-editor\" data-id=\"6e71ee4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p class=\"wysiwyg-text-align-justify\"><span class=\"wysiwyg-color-black\">Once we receive the product in our warehouse and confirm that everything is in order, we will proceed with the refund using the <strong>same payment method<\/strong> you used for the initial purchase. <strong>The refund process can take between 3 to 15 business days<\/strong>.<\/span><\/p>\n<p class=\"wysiwyg-text-align-justify\"><span class=\"wysiwyg-color-black\">Please note that this period may vary depending on the method of payment or the specific policies of your bank. If, after 15 days, you have not received your refund, please do not hesitate to contact us. <\/span><\/p>\n<p class=\"wysiwyg-text-align-justify\"><span class=\"wysiwyg-color-black\">It is important to note that in case of return for withdrawal, we will refund you the full amount of the returned products, except for the shipping costs associated with the initial order.<\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2445\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"6\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2445\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> Can I modify my order before I receive it? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2445\" class=\"elementor-element elementor-element-da75491 e-flex e-con-boxed e-con e-child\" data-id=\"da75491\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-908a511 elementor-widget elementor-widget-text-editor\" data-id=\"908a511\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"wysiwyg-color-black\">Once the order has been confirmed, it may not be possible to make certain modifications. However,<a href=\"https:\/\/topsmartfurniture.com\/en\/contact\/\"> please contact us<\/a> so that we can help you find a solution.   <\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2446\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"7\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2446\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> Can I modify my order after I receive it? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2446\" class=\"elementor-element elementor-element-038067e e-flex e-con-boxed e-con e-child\" data-id=\"038067e\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dea6041 elementor-widget elementor-widget-text-editor\" data-id=\"dea6041\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"wysiwyg-color-black\">It is not possible to modify the order once it has been delivered. However, you will be able to process a return and place a new order with the item(s) of your choice. <\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2447\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"8\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2447\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> Can I return an item purchased on the web to the store? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2447\" class=\"elementor-element elementor-element-ea3361f e-flex e-con-boxed e-con e-child\" data-id=\"ea3361f\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-163159b elementor-widget elementor-widget-text-editor\" data-id=\"163159b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Yes, you can come to our physical store and, if everything is correct and in order, we will proceed to make the return in person.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2448\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"9\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2448\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> Can customized products be returned? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2448\" class=\"elementor-element elementor-element-b04330c e-flex e-con-boxed e-con e-child\" data-id=\"b04330c\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-17ea24e elementor-widget elementor-widget-text-editor\" data-id=\"17ea24e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Personalized products are made to order. Therefore, returns due to withdrawal will not be accepted. However, all other product warranties will not be affected.  <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2449\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"10\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2449\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> What happens if I return a non-Top Smart Furniture product by mistake? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2449\" class=\"elementor-element elementor-element-55e4792 e-flex e-con-boxed e-con e-child\" data-id=\"55e4792\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-78cb55d elementor-widget elementor-widget-text-editor\" data-id=\"78cb55d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"wysiwyg-color-black\">At Top Smart Furniture, we want to ensure a hassle-free shopping and return experience for our customers. However, it is important to note that we cannot be held responsible for products that do not belong to our brand and have been returned in error. We recommend that you carefully review your products and the carrier&#8217;s packing slip before proceeding with the return.    <\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>RETURNS AND INCIDENTS How do I report an incident with my order or with the products purchased? If you have not received your order, you are missing any of the products purchased or you have received a damaged product or without any of its parts, you must inform us as soon as possible in any [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":47095,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-47137","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Frequently Asked Questions (FAQs) - topsmartfurniture.com<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/topsmartfurniture.com\/en\/faqs\/returns-and-incidents\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Frequently Asked Questions (FAQs) - topsmartfurniture.com\" \/>\n<meta property=\"og:description\" content=\"RETURNS AND INCIDENTS How do I report an incident with my order or with the products purchased? 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