Refund Policy
We want you to feel confident when shopping at Fillterra.
Eligible products may be returned in accordance with the conditions described below.
30-Day Return Period
You may request a return within 30 days of receiving your order.
To qualify for a return, the product must generally be:
- Unused
- In its original condition
- Free from stains, odors, damage, or signs of wear
- Returned with original packaging and accessories where applicable
- Accompanied by valid order information or proof of purchase
Lighting Products
Lighting products must not have been permanently installed, hardwired, altered, modified, or damaged after delivery.
Installed or modified lighting products may not qualify for return unless the product was defective when received.
We strongly recommend inspecting all lighting products before installation.
Pillows, Throws and Textile Products
Pillows, throws, cushions, and other textile products must be unused, clean, and in their original condition.
Products showing signs of use, washing, staining, odors, alteration, or damage may not qualify for return.
How to Request a Return
Before returning any product, please contact us and provide:
- Your order number
- The product you wish to return
- The reason for the return
- Photographs where the product is damaged, defective, or incorrect
Please do not return any item before receiving return instructions from our customer service team.
Return Address
Approved returns must be sent to the return address provided by our customer service team.
Our registered company address and U.S. fulfillment address should not automatically be used as return addresses unless specifically authorized by us.
Damaged, Defective or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us promptly after delivery.
Please provide clear photographs of:
- The product
- The damaged or defective area
- The external packaging
- The shipping label
After reviewing the information, we may offer a replacement, refund, or another appropriate solution.
Return Shipping Costs
For returns caused by a change of mind, incorrect selection, or another customer-related reason, the customer is generally responsible for return shipping costs.
If a return results from an error on our part or a confirmed damaged, defective, or incorrect product, Fillterra may cover reasonable return shipping costs or provide another appropriate solution.
Refunds
Once a returned product has been received and inspected, we will notify you of the outcome.
Approved refunds will generally be issued to the original payment method.
Please allow approximately 5–10 business days after the refund is processed for the funds to appear in your account.
Actual processing times depend on your bank, card issuer, or payment provider.
Original Shipping Charges
Original shipping charges are generally non-refundable unless the return results from an error on our part or applicable law requires otherwise.
Non-Returnable Items
A product may not qualify for return if it:
- Has been used
- Has been installed
- Has been washed
- Has been altered or modified
- Has been damaged through misuse
- Is missing important parts or accessories
- Is returned outside the applicable return period
- Was clearly identified as final sale or non-returnable before purchase
Nothing in this policy limits any mandatory consumer rights available under applicable law.
Contact Us
For return or refund assistance:
Website: fillterra.com
China Telephone: +86 131 2394 3214
U.S. Telephone: +1 770 468 2367
