Refund & Cancellation Policy (USK Furniture)
Overview
Cancellations
Returns for Reversible or Damaged/Defective Items
5-Day Return Window: Eligible items may be returned within 5 days of delivery for a refund or exchange, subject to the conditions below.
- Condition: Items must be in the original, unused condition and packaging. All manuals, parts, and accessories must be included.
- Non-Return Eligible Items: Custom-made, special-order, or discontinued items are not eligible for return unless defective or damaged upon arrival (see Defective/ Damaged below).
- Inspection: Returned items will be inspected on receipt. Items not meeting policy requirements may be refused or subject to a restocking fee.
Refunds
- How refunds are issued: Once a return is received and inspected, refunds will be processed to the original payment method within 5–10 business days (processing times may vary by bank).
- Amount: Original item price minus 10%, any applicable restocking or delivery charges if applicable, and minus any damage or missing parts if not in original condition.
- Damaged/Defective Items: If the item is damaged or defective upon delivery, please notify us within 7 days of delivery for a replacement, refund, or repair, as preferred.
Delivery, Install, and Assembly Fees
Delivery and assembly charges are typically non-refundable unless the entire order is canceled prior to shipment or the item is defective upon arrival. If you return a full order, standard delivery/ assembly fees may be refunded in accordance with local laws and our policy.
Return Process
- Initiate: Start a return by contacting us at info@uskcambodia.com including order number, item(s) to return, and reason.
- Authorization: We will issue a Return Merchandise Authorization (RMA) and provide return shipping instructions.
- Packing: Repack items securely in their original packaging. For large furniture, use the original packaging if possible and follow our packing guidelines.
- Shipping: Customers are responsible for return shipping costs unless the item is defective upon arrival or the return is due to our error.
- Inspection: Items must arrive in sellable condition to be eligible for a refund.
Exchanges and Alternative Options
If you prefer, you may exchange eligible items within 10 days of delivery, subject to inventory availability. If an exchange is not available, a refund will be issued per the Refunds terms above.
Defective or Damaged on Arrival
If you receive a damaged or defective item, contact us within 2 days of delivery with photos and details. We will arrange a replacement, repair, or refund as appropriate, with no additional cost to you for the issue.
Restocking and Not-Allowed Fees
- Restocking Fee: A restocking fee may be charged for certain non-defective returns, up to 20% of the item price. The exact percentage will be disclosed at the time of return authorization.
- Forbidden Returns: Custom-made, special order, personalized, or final-sale items are not eligible for return unless defective.
- Contact Information
- Customer Support: +855 89 289 799, info@uskcambodia.com
- Hours: 8:00 am – 5:00 pm
- Policy Updates
We may update this policy from time to time. The version on our site at the time of your purchase governs your rights.
- Sample shorter policy (quick version)
üYou may cancel an order before it ships for a 90% refund.
üReturns are accepted within 5 days of delivery if items are unused and in original packaging.
üReturn shipping is the customer’s responsibility unless the item is defective or incorrect.
üRefunds are issued to the 90% original payment method within 5–10 business days after receipt and inspection.
üCustom-made, special order, or final-sale items are not returnable unless defective.
üFor defective or damaged items, contact us within 2 days to arrange replacement, repair, or refund.
üFor questions, contact: +855 89 289 799, info@uskcambodia.com
Disputes & Chargebacks Policy (USK Furniture)
Overview
This policy explains how we handle payment disputes and chargebacks for purchases made on the USK Website. Our goal is to resolve issues quickly and fairly through direct communication with customers and our payment partners, while protecting both parties from fraud and errors.
Definitions
- Dispute: A customer-initiated communication to us or to their card issuer/payment provider challenging a transaction (e.g., incorrect charge, defective item, delivery issue).
- Chargeback: A payment-processor-initiated reversal of a credit card payment, initiated by the card issuer after a dispute is filed, often based on evidence provided by the cardholder and/or merchant.
How to Avoid and Resolve Disputes
- Clear Communication: If you have a question or concern about an order, contact us first at +855 89 289 799, info@uskcambodia.com to resolve before involving your payment provider.
- Documentation: Keep all order records, delivery confirmation, photos of items, and any communications. These may be requested by us or the payment processor.
- Delivery and Acceptance: Obtain proof of delivery (e.g., signature, delivery notes) where applicable. Report delivery issues within 2 days of receipt.
- Returns and Refunds: If eligible, use our Returns process to resolve issues (see Returns Policy). Completing the approved return or exchange can prevent disputes.
Our Dispute Handling Process
- Notification: We will notify you if we receive a dispute or chargeback related to your order.
- Evidence Collection: We will collect relevant documentation (order details, tracking, delivery confirmation, photos of product condition, return/repair tracking, communications).
- Response Timeline: We will respond to the payment processor within 5-10 business days of receiving notice, or sooner if required by the processor.
- Resolution: We aim to resolve disputes through refund, exchange, replacement, or other remedies per our policies. If the dispute is unfounded or fraudulent, we will provide evidence to the processor and pursue appropriate actions.
- Fees: If a dispute is found to be the customer’s fault, or if it is deemed fraudulent, we may charge back any related fee(s) from the customer as allowed by our terms and applicable laws.
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Customer Responsibilities
You must provide accurate information and timely responses if contacted by us or by the payment processor. If a dispute is resolved in our favor, you may be responsible for any non-refundable processing or restocking fees as stated in our Returns or Terms.
Merchant Responsibilities
Maintain clear, accessible order records and delivery confirmation. Respond to disputes and payment-processor requests within the stated timelines. Apply our Returns Policy consistently and in accordance with applicable laws.
Documentation We May Request
- Order number, transaction ID, and payment method.
- Delivery confirmation and tracking details (including recipient signature, if applicable).
- Photos or videos of item condition on arrival.
- Proof of return shipment and tracking (if a return was issued).
- Correspondence with customer regarding the issue.
Timelines
- Dispute notification to us: within 5 days of becoming aware.
- Customer response to us: within 5 days of request.
- Our evidence submission to processor: within 5 business days of receipt.
Delivery of Final Resolution
We will inform you of the outcome and, if applicable, issue refunds, replacements, or other remedies per policy and processor requirements.
Contact Information
Merchant Support: +855 89 289 799, info@uskcambodia.com
Hours: 8:00 am – 5:00 pm
Disputes/Chargebacks Liaison: Uong Kimseng/ Management
Policy Updates
We may update this policy from time to time. The version on our site at the time of your purchase governs your rights.