Translation missing: en.templates_collection_title:Return & Refund Policy (U.S. Only)
Effective as of 3 June 2023
Eureka Ergonomic stands behind the quality and innovative designs of our products with a 30-day risk-free trial period which guarantees free returns of most products returned in original condition.
But if you have any concerns and wish to return the product, please reach out to our Customer Care Experts. We offer solutions to help you fix what’s wrong, so you can keep and love the things you buy. Because sometimes no return is the easiest return of all.
If the products are damaged/defective upon arrival, please call customer service or contact us via email within 72 hours.
Note: We only accept returns if they are purchased directly from us on eurekaergonomic.com and flagship stores established in online marketplaces that are registered under the name of a Eureka Ergonomic entity. Please contact relevant distributor if otherwise.
Exceptions to Return Policy
Items with Special Transportation Restrictions: We provide free return shipping for items that are able to ship via FedEx (99% of our desks and other items are eligible). If your order is shipped via freight, you will be responsible for return freight costs (like sofas & coffee tables).
Services:Services like assembly and installation, expedited shipping (i.e. next day or 2nd day shipping), extended warranty are non-refundable.
Customized Products:Such items are made to order and custom just for you. These custom products cannot be returned.
Bulk Orders:We do not accept returns of orders that have four or more of the same item. If you plan to order four or more of one particular item, we recommend ordering just one initially to ensure you are satisfied before ordering the rest.
Damaged or Defective Products:Damaged or defective goods upon receiving cannot be returned but eligible for refund or exchange, we may ask for photographic or video evidence for our records.
Products hasn't Arrived:We do our best to work with our customers when an order is marked delivered by the shipper but reported missing. In these cases, we are happy to send a replacement order once we complete our inquiry with the shipper, but we are not able to offer returns on these orders due to potential fraud. If your order is marked delivered but you haven’t received any packages, please reach out to our customer service team for assistance.
Clearance Sale:Clearance Items are final sale items and cannot be returned unless they are delivered damaged.
Items marked “Non-Returnable” on the product page
Please note that any items returned without our authorization will not be eligible for a refund and automatically be rejected upon delivery to our return center.
Validity Period for Returns
Please schedule to return your product within 30 days starting from parcel delivery date, based on our tracking records. For special occasions such as our Brand Anniversary or major holidays, we might extend this time frame plus with more exciting offer in store for you. Do not miss out by subscribing to our newsletter!
Extended Returns Information
For the 2022 Holiday Season, most of the items purchased between October 11 and December 25, 2022 can be returned until January 31, 2023.
How to Request a Return?
Start by reaching out to our customer service team via live chat, phone or email, with your order number and product details. We will respond quickly with the return instructions that you will need.
Return requests must be submitted within 30 days of receiving the item. Once approved, a Return Merchandise Authorization (RMA) number and instructions will be issued. Return authorizations expire 30 days after approval; please contact us if you need additional time to return your order.
Prepare Your Returns
A RMA number is required for all returns. Please do not return any items without first receiving your RMA number, they will not be accepted and will be returned back to you.
Original packaging is required for the return product. A 10% restocking fee will be charged if the product is returned without the original package. An additional fee may be charged along with the restocking fee depends on the returned item condition.
Products should be completely disassembled if they do not come it as a whole set.
Each return label is assigned to a specific return. To receive the correct refund, don't include items from multiple orders or shipments in the same box.
Once we receive the return, it is processed within 3-5 business days. When the return has been inspected and accepted, a refund will be issued via your original payment method. Credit card providers can take 2-5 business days to post your refund. If you’ve received notification from us that you’ve been refunded, and you haven’t seen your refund post to your credit card in 2-5 days, please double check the account that was used to make the purchase, then contact your credit card provider directly.
If the returned goods show signs of wear and tear that are beyond what is reasonably expected for you to try them out for suitability (i.e., overhandling), or the packaging is damaged and cannot be reused, we reserve the right to deduct from your refund the loss in the value of our goods that we reasonably determine to have resulted from your overhandling or the damage you caused to our goods (including the original packaging).
Please return all parts entailed with your purchased product including samples, gifts, and all other complementary items, otherwise your refund is deductible based on the retail value of the missing items.
Orders made using Affirm will be refunded through Affirm once the return has been inspected and accepted. Any interest accrued on orders purchased through Affirm is non-refundable
Partial Refunds or Restocking Fees
Return Shipping: We offers free returns on most items sold and delivered to an address in the contiguous United States. Look for “Return for Free” icon on the product page to confirm that the item can be qualified for free returns. Please note if you pay for the shipping return label out of pocket without contacting our customer service first, we are not responsible for any fees or cost of the return label.
Restocking Fee: We always replace any items that are delivered with damages or defects, free of charge, within our 30-day hassle-free return window. You would need to pay a 10% restocking fee if you the reason for this return is unrelated to the quality of product. 10% restocking fee applies to all customers from all platforms, including Amazon, Newegg, Ebay, etc. This fee should be deducted from your total refund amount.
Additional Service Fee: Any costs arising from additional service pertaining to the order will NOT be refunded, including but not limited to expedited shipping, doorway drop-off, room of choice drop-off and white glove delivery.
Damage Fee: If the returned goods miss parts or show signs of wear and tear that are beyond what is reasonably expected for you to try them out for suitability (i.e., overhandling), or the packaging is damaged and cannot be reused, we reserve the right to deduct from your refund the loss in the value of our goods that we reasonably determine to have resulted from your overhandling or the damage you caused to our goods (including the original packaging).
Ensure you enclose the correct and complete item when making a return. The correct item must be returned to receive a refund. You are responsible to ensure that the product is returned to the correct location in its original packaging in good condition. We are not responsible for the damage or loss of products in transit, or the rejection of products because they were sent to the wrong address.
Eureka Ergonomic does not store items sent to us by mistake, and instead donate or recycle them when appropriate and possible. If you accidentally send out the wrong item, please contact customer service as soon as possible. We cannot guarantee that your items will be found and returned, and we can not provide any compensation for the wrong items sent by you to our warehouse.
Return Address in the United States
This may be subject to changes, if any. To ensure your package can be delivered back to the correct location, please contact us for the latest address update.
14821 Northam St,
La Mirada, CA 90638 USA
Order Cancellations or Changes
Most orders will be shipped out on the same day when the customers place them, so please let us know immediately if you want to cancel or change your order. If your order has not yet shipped and you need to change or cancel it, please contact us within 12 hours since you place an order.
If the item has already been shipped, we are unable to reroute shipments. In this case, you will need to receive the order and then initiate a request for return. Once the item is rerouted back to our warehouse and we confirm receipt, we’ll issue a full refund.
Product Arrived Damaged or Missing Parts
If your products arrived damaged or defective, or you're missing parts, please contact our customer service within 72 hours upon receipt. We're happy to offer a refund or replacement. After the 72-hour timeframe, customer will be responsible for the shipping cost and the product or part cost for claiming the missing parts, damage or loss during transit, or cosmetic damage, due to reasonable doubts for a potential fraud.
To offer a quick solution, we recommend you to contact us with the following information:
Brief description of the situation and a picture/video showing (5-10 second videos will do) the damage or defects. The photo or video will allow our quality team to check the case and help the customer service team determine how to solve the situation in the best way possible.
If you are missing a part please let us know by sending your order number and what item you are missing. Just send us the photo of assembly manual where you can circle the missing parts.