We want you to be happy with your reception desk. If you are not, tell us within the time limits below and we will work out a return, exchange, or refund.

Time limits

Item Tell us within
Reception desks and other large items 7 days of delivery
Other items 30 days of purchase

Email ilo@receptiondesk.shop with your order number and photos. Please wait for our reply before sending anything back. Returns sent without approval may not be accepted, and the shipping cost will not be reimbursed.

Items that cannot be returned

  • Customized desks, including custom sizes, colors, and finishes
  • Custom logos, lightboxes, and display units
  • Sale items

Customized items are made for one buyer and cannot be resold, even in perfect condition.

Condition of returned items

The item must be unused, in the same condition you received it, and in its original packaging. We need a receipt or proof of purchase.

Who pays for return shipping

Reason for return Shipping cost
Serious quality problem, or delivery damage that leaves the desk almost unusable We pay. We also file the insurance claim.
Not wanted, ordered by mistake, disliked, very small cracks, or normal craft marks The buyer pays shipping both ways. The return goes to our warehouse in Jinjiang, China.

Send the return only to the address on the shipping label we give you. Do not use the sender’s address on your package. If you arrange the shipping yourself, send us the tracking number.

What is not a defect

Small marks from transit. Desks are protected inside and outside the package, but white laminate, marble-look film, and wood veneer can pick up small marks during packing, unpacking, and international freight. There is repair cream inside the drawer. Email us for a repair guide with photos or video.

Joining seams and dark laminate edges. Seams appear where panels meet, and laminate edges can look dark. We keep them as small as possible. They are normal for this kind of construction and do not affect strength or durability.

Yellowing of white finishes over time. White paint and film finishes slowly yellow with age. Direct sunlight, strong indoor light, and humidity speed this up. If part of the top stays covered for a long time, the uncovered part will yellow faster than the covered part.

Color differences on screen. Our desks use default color codes, and the color on your screen may differ slightly from the real desk. If you need an exact color, send us the PANTONE code before you order.

Refunds

When your return arrives and has been inspected, we email you to confirm and tell you whether the refund is approved. Approved refunds go back to your original payment method within 3 business days. In some cases we accept photos in place of a physical return.

If the refund has not appeared, check your account again, then contact your card company and your bank, as posting can take some time. If it is still missing, email ilo@receptiondesk.shop.

Order cancellation

You can cancel for a full refund before production starts. Once production of a custom order has started, or the desk has shipped, the order cannot be cancelled free of charge. If you still want to cancel at that stage, more than 50% of the order value is charged. For desks shipped directly from China, a return requested after production has started or the desk has been loaded may carry an extra cost of 10%–30%.

Exchanges

We replace items only if they are defective or damaged. For any other exchange, return the desk under the rules above and place a new order. The buyer pays shipping for both.

Delivery damage

See Freight Damage Claims for what to do on delivery day.