RETURNS & EXCHANGES
Last updated: January 2025
Your satisfaction is our priority. We want you to love your LERT products, but we understand that sometimes a return or exchange may be necessary. Please review our return policy below to understand your options and how to proceed with a return.
30-DAY RETURN POLICY
We offer a 30-day return policy for most items purchased from LERT. If you are not completely satisfied with your purchase, you may return it within 30 days of delivery for a full refund or exchange. Items must be unused, in their original condition, and in the original packaging with all tags and accessories included.
ELIGIBLE ITEMS
Standard catalog products in their original, unused condition are eligible for return. This includes shelving units, storage systems, and accessories that have not been assembled or modified. Products must be free of damage, stains, odors, and signs of use. All original packaging, hardware, assembly instructions, and accessories must be included.
NON-RETURNABLE ITEMS
The following items cannot be returned: custom orders and personalized products, items made to your specific measurements or specifications, assembled products that cannot be disassembled without damage, items marked as "Final Sale" or purchased during clearance events, and products that have been modified, damaged, or show signs of use.
HOW TO INITIATE A RETURN
To start a return, please contact our customer service team at returns@lert.co with your order number, the items you wish to return, and the reason for the return. Our team will review your request and provide you with a Return Authorization (RA) number and detailed return instructions. Returns sent without an RA number may not be accepted.
RETURN SHIPPING
For returns within Thailand, we provide a prepaid shipping label for standard catalog items. International customers are responsible for return shipping costs and must use a trackable shipping method. We recommend insuring your return shipment as we cannot be responsible for items lost or damaged during return transit. Original shipping charges are non-refundable unless the return is due to our error.
REFUND PROCESSING
Once we receive and inspect your return, we will process your refund within 5-10 business days. Refunds will be issued to the original payment method. Please note that your bank or credit card company may take additional time to post the refund to your account. You will receive an email confirmation when your refund has been processed.
EXCHANGES
If you would like to exchange an item for a different size, color, or product, please indicate this when contacting us about your return. Exchanges are subject to product availability. If the new item has a different price, we will charge or refund the difference accordingly. Exchanges are processed as a return and new order to ensure the fastest delivery.
DEFECTIVE OR DAMAGED ITEMS
If you receive a defective or damaged item, please contact us within 48 hours of delivery with photos of the damage. We will arrange for a replacement or full refund including original shipping costs. Do not discard the item or packaging until we have reviewed your case. For manufacturing defects discovered after the 30-day return period, please refer to our warranty policy.
WARRANTY CLAIMS
LERT products come with a 5-year structural warranty. If you experience a manufacturing defect outside the return window, please contact us with your order number, photos of the defect, and a description of the issue. Warranty claims are evaluated on a case-by-case basis. Valid warranty claims will be resolved through repair, replacement, or store credit at our discretion.
CONTACT
For return inquiries, please email returns@lert.co or call +66 2 XXX XXXX during business hours (Monday-Friday, 9:00-18:00 ICT). Please have your order number ready when contacting us. We strive to respond to all return requests within 24 hours.
We reserve the right to refuse returns that do not meet our policy requirements. For questions about a specific return situation, please contact us before shipping your return.