Returns and Warranty - all the details

Returns

If you decide your piece isn’t quite right, you have up to 21 days from the date of delivery to return your item(s). To ensure a successful return, please make sure that your piece is in as-new condition, and that you have the original packaging on hand. Returns are subject to a return shipping fee in the same amount as the outbound shipping fee. Your product may have qualified for free outbound shipping; however, in the case of a return, the cost of both outbound and return shipping will be deducted from your refund.

Please return the items in the original packaging, which is designed to avoid shipping damages. If you have already discarded the original packaging, use packaging materials that will sufficiently protect the item to avoid damage in transit back to us.

Refunds

Once the item is back at our warehouse, it will be inspected by our team. Provided it is in as-new condition, we will issue a refund less outbound and return shipping fees. Returned items that are received in used condition will not be refunded. If the piece is damaged during the course of return shipping, refunds can be processed only if the item was returned in its original packaging materials. Refunds will be processed to the original method of purchase and to the original purchaser only.

We are unable to accommodate returns / exchanges / refunds for the following items:

• Any item marked as 'Floor Sample’or specified as on 'Final Sale'
• Any item described as "Customized" or "Customizable"

If you have any questions about returns, please contact us.

Warranty

Sometimes things don’t go according to plan, and despite our carefully designed packaging, pieces are damaged in transit. In the unlikely event your piece arrives to you in less than perfect condition, please get in touch. To help us assess the issue, please send photographs of the product taken from various angles and distances. If possible, include photos of the box the product arrived in, as it may have been damaged during transport. If the issue can’t be documented with photos, short videos are also welcome.

While our pieces are made to be enjoyed for many years, we have put in place a warranty policy to cover problems in materials and construction which typically become obvious in the initial period of use. Our manufacturer’s warranty covers defects in materials and workmanship for one year from a product’s date of delivery. If you experience issues with your Gingko piece, please let our team know. We will organize replacement parts, repairs, and, in necessary cases, complete replacements.

Please note that our warranties are non-transferable, and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Defects or damage resulting from negligence, misuse, accidents, abnormal use, modifications, or commercial purposes will not be covered.

Regulatory Compliance

The health and safety of our customers is always our priority. To address and manage such important responsibilities, we adhere to the following standards:

• All products undergo rigorous testing for safety and durability. We conduct in-house tests and work with third-party testing labs to make sure that our products are safe for your home and family.
• The solid Walnut wood that we use to build the vast majority of our pieces has been kiln dried for stability and we avoid the use of plywood and particle board that may contain chemical glues and treatments.
• We are always working to reduce the presence of hazardous materials in our products, and do so by following directives such as California's Proposition 65. You can find more information here.
• Any of the composite wood products used in our sofas, together with the fabric(s), are tested for formaldehyde emissions and we require that our products meet the regulatory standards.
• Our products are tested to comply with the laws and regulations in place for consumer safety standards.
• Only a few of our upholstered pieces are made in partnership with manufacturers who use plywood or particle board and therefore require Prop 65 labels at this time. This label is required by law due to the presence of formaldehyde in these factories.
• As a general principle, we are careful not to add unnecessary chemicals to our products during manufacturing.