Refund policy

This Return & Refund Policy governs all purchases made through https://nathanjames.shop. Our store sells bookshelves, storage cabinets, ceiling lights, bar stools, dining chairs, bedroom sets, dressing tables, and nightstands. By placing an order on our website, you agree to the terms laid out below. For any questions regarding returns, refunds or exchanges, please contact our customer support team at info@nathanjames.shop. This policy does not override any statutory consumer rights applicable in your jurisdiction.

1. Order Cancellations

You may request to cancel your order before it has been shipped out from our warehouse. Please send an email to info@nathanjames.shop with your order number for cancellation submission. Once an order has been processed and dispatched, cancellation is no longer available, and you will need to follow our standard return procedure after receiving the goods. Original payment will be fully refunded for successfully cancelled unshipped orders.

2. Return Eligibility and Time Window

We accept return requests within 30 calendar days counted from the delivery date shown on the carrier tracking record. Any return request submitted after this 30‑day window will not be approved for change‑of‑mind returns.
To qualify for a return for change‑of‑mind reasons:
  • All furniture and lighting items must be in like‑new condition, free of scratches, stains, dents, heavy wear or accidental damage.
  • Fully assembled furniture items must be completely disassembled prior to shipping back to us.
  • All original packaging, foam padding, hardware, screws, accessories, assembly manuals and all included parts must be returned together with the product. Missing components will result in partial refund deduction.
  • Proof of purchase including your original order confirmation is required for every return submission.
Items returned without prior authorization from our support team will be rejected upon arrival at our return facility and will not qualify for any refund.

3. Non‑Returnable Items

The following categories of goods cannot be returned for change‑of‑mind purposes:
  • Custom‑made, personalized or modified furniture products.
  • Items clearly marked as Final Sale at the time of checkout.
  • Goods severely damaged by customer misuse, improper installation, modification, painting or accident after delivery.
  • Products with permanently missing critical hardware or structural parts that cannot be restored to original condition.
This clause does not apply to items received damaged, defective or incorrectly shipped by our store.

4. Damaged, Defective or Incorrect Items

If you receive damaged, defective, wrong or incomplete merchandise upon delivery, you must notify us via email at info@nathanjames.shop within 7 calendar days of delivery. Please attach clear photos showing product defects, shipping box damage, and state your full order number in your message.
After verification by our support team, we will offer you one of the following solutions at our discretion: partial component replacement, full product replacement, or full product refund. For damage and defect cases caused during shipment or manufacturing fault, Nathan James covers the cost of return shipping. We do not cover return costs for damage resulting from improper assembly, customer misuse or normal household wear.

5. Return Shipping and Related Costs

For change‑of‑mind returns, customers are fully responsible for all return shipping charges, handling fees and any insurance costs for sending bulky furniture items back to our designated return address. Original shipping fees you paid for your initial order will not be refunded for voluntary change‑of‑mind returns.
We strongly recommend you retain all original factory packaging materials for return shipment. If goods sustain new damage in transit back to our warehouse due to insufficient or non‑original packaging, depreciation charges will be deducted from your refund amount accordingly.

6. Refund Processing Timeline

Once we receive and complete physical inspection of your returned goods, we will send an email notification regarding your return status within 3‑5 business days. Approved refunds will be processed to your original payment method within 7‑10 business days. Please note that banks, credit card issuers and payment gateways may require additional processing time for funds to show in your account balance, and this delay is outside our control.
Partial refunds will be issued if returned items have scratches, missing accessories or packaging damage as per our inspection result.

7. Exchanges

Product exchanges are subject to stock availability. If you wish to exchange an item, submit your request by email to info@nathanjames.shop within the 30‑day return window. For change‑of‑mind exchanges, you will bear all return shipping cost for the old item, and you will cover outgoing shipping cost for the replacement item. For defective or wrong‑item exchanges, Nathan James covers related shipping expenses. If the replacement product is out‑of‑stock, we will process a refund instead.

8. Contact Information for Return Inquiries

Should you have any concerns about our return and refund policy, return authorization, order status or inspection updates, reach our support team at info@nathanjames.shop. Our standard reply time is 24‑48 business hours from Monday to Friday. Inquiries received during weekends or official public holidays will be processed on the next business day.
Thank you for shopping at https://nathanjames.shop.