Return & Refund Policy

At Timberoakus, we want you to feel confident when shopping for bedding products. If something is not right, we are here to help. This Return & Refund Policy explains when returns are accepted, how to request a return, who pays for return shipping, and how refunds are processed.

Timberoakus.com is owned and operated by Shanghai Yangli Ruiheng E-Commerce Co., Ltd., which is the seller of record for purchases made through Timberoakus.com.

1. Return Window
Eligible products may be returned within 30 calendar days after delivery. The delivery date is based on the carrier’s tracking information or other reasonable delivery confirmation.
Requests made after the 30-day return window may not be accepted, unless required by applicable law.

2. Return Eligibility
To qualify for a return, the item must be:

• Unused, unworn, and not washed.

• In its original condition.

• In the original packaging, including tags, inserts, and accessories where applicable.

• Accompanied by proof of purchase or order number.

For hygiene and safety reasons, certain bedding products may not be returnable once opened, used, or washed, unless they arrive damaged, defective, or incorrect. Any product-specific restrictions will be stated on the product page or at checkout.
Personalized, customized, made-to-order, clearance, and final-sale items may not be eligible for return unless they arrive damaged, defective, incorrect, or materially different from the product description. These restrictions will be clearly disclosed before purchase where applicable.

3. How to Request a Return
To request a return, please contact us at service@timberoakus.com and provide:

• Your order number.

• The item you wish to return.

• The reason for the return.

• Photos or videos where relevant, especially for damaged, defective, or incorrect items.

Our customer support team will review your request. If your return is approved, we will provide return instructions, including the appropriate return warehouse address. Please do not send any item back before receiving approval and instructions.

4. Return Address
Please do not send returns to our business registration address. Once your return request is approved, our customer support team will provide the appropriate return warehouse address and return instructions.
Returns sent to the wrong address or without prior approval may be refused, delayed, or not eligible for a refund.

5. Return Shipping Cost
Preference-based returns:
If you are returning an item because you changed your mind, ordered the wrong size or color, or no longer want the item, you are responsible for return shipping costs. Original shipping fees, if any, may not be refundable.

Damaged, defective, or incorrect items:
If the item arrives damaged, defective, incorrect, or materially different from the product description, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer. Please contact us promptly and provide photos or videos so we can review the issue.

6. Refund Timing
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are issued to the original payment method within 5–10 business days after the returned item has been received and inspected.
Actual posting time may vary depending on your bank, credit card company, or payment provider. Shipping costs, if any, may be refunded only where required by law or where the return is due to our error.

7. Exchanges
If you would like to exchange an item, please contact us at service@timberoakus.com. Exchanges are subject to product availability. If the requested item is unavailable, we may offer a refund or another suitable solution.

8. Cancellations
You may contact us as soon as possible if you wish to cancel your order. We will do our best to accommodate cancellation requests before the order enters processing or fulfillment. Once an order has been processed or shipped, it may no longer be possible to cancel it. In that case, you may follow the return process after delivery if the item is eligible.

9. Non-Returnable Situations
We may refuse a return or refund if:

• The item is returned after the return window.

• The item has been used, washed, damaged, or altered by the customer.

• The item is missing original packaging, tags, or accessories.

• The return is sent without prior approval or to the wrong address.

• The item is a personalized, customized, clearance, or final-sale item, unless it arrived damaged, defective, or incorrect.

• The request is fraudulent, abusive, or inconsistent with this policy.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

10. Contact Us
For return and refund questions, please contact:

Timberoakus
Operated by: Shanghai Yangli Ruiheng E-Commerce Co., Ltd.
Address: Room A403-3, Building 5, No. 1188 Jiangyue Road, Minhang District, Shanghai, China
Email: service@timberoakus.com
Phone: +86 13212735201
Service Hours: 9AM–6PM