Effective Date: June 5, 2026
Thank you for shopping at Faycharm. We hope every piece you choose brings warmth and character to your home. We also understand that sometimes things don’t work out as planned. This policy explains how we handle order cancellations, returns, exchanges, and refunds – so you know exactly what to expect.
If you have any questions along the way, please don’t hesitate to reach out. We’re here to help.
1. Order Cancellations and Changes
If you need to cancel or modify an order, please contact our customer service team as soon as possible at gfychdzx@126.com or support@xacxh.com, and include your order number and the change you’d like to make.
We’ll make every reasonable effort to accommodate your request. However, once an order has entered processing, production, or shipping, we cannot guarantee that changes or cancellations can be made.
Personalised or made-to-order décor items may enter production shortly after order confirmation, so timely changes may not be possible.
2. Return Period
You may request a return within 30 days of delivery for eligible items.
Please always contact us before sending anything back. Unauthorised returns may be refused or may delay the refund process.
3. Return Eligibility
For change-of-mind returns, the item must:
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Be unused, unworn, unwashed, and undamaged;
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Be in its original packaging where reasonably possible;
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Include all original parts, accessories, and promotional items; and
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Be accompanied by valid proof of purchase.
We may refuse a return if the item shows signs of use, damage, alteration, or incomplete packaging not caused by us.
4. Non-Returnable Items
Unless an item is damaged, defective, incorrect, incorrectly produced, materially different from what you confirmed, or otherwise covered by applicable law, we generally cannot accept change-of-mind returns for:
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Personalised or custom-made décor items; and
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Made-to-order items.
Any applicable return restriction will be clearly stated on the relevant product page before purchase. This section does not limit any mandatory consumer rights available under applicable law.
5. Damaged, Defective, Incorrect, or Incomplete Items
We carefully check every piece before it leaves us, but occasionally items may be damaged or affected during delivery.
If your order arrives damaged, defective, incorrect, or incomplete, please contact us promptly with:
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Your order number;
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A clear description of the issue;
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Photos or videos showing the item and the problem;
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Photos of the shipping label and outer packaging, if relevant; and
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Confirmation of your delivery address.
After reviewing your request, we will provide an appropriate solution based on the circumstances. This may include replacement parts, a replacement item, an exchange, or a refund for the affected item. If the problem is confirmed to be our fault or our fulfilment partner’s, we will cover the applicable replacement or authorised return shipping costs.
Please do not discard the item or its packaging while your request is being reviewed unless our customer service team tells you otherwise.
6. Return Shipping
For merchant-responsible returns involving damaged, defective, incorrect, or incomplete items, we will provide return instructions and cover reasonable authorised return shipping costs when a return is required.
For change-of-mind returns, including dissatisfaction with the style or colour, ordering the wrong item or variation, or no longer wanting the item, you are responsible for the return shipping costs.
Original shipping fees are non-refundable for change-of-mind returns unless otherwise required by law. Any customs duties, import taxes, brokerage fees, or similar charges paid directly to customs authorities, carriers, or other third parties generally cannot be refunded by us.
We recommend using a trackable shipping method for change-of-mind returns. We are not responsible for items lost or damaged in transit before they reach the authorised return address.
Please do not send returns using cash-on-delivery or similar services.
We do not charge a restocking fee for approved returns.
7. Return Address
Always contact us at gfychdzx@126.com or support@xacxh.com for return authorisation and instructions before sending any item back.
Once your return request has been reviewed and approved, we will send you an approval email containing the applicable return address and detailed return instructions for your order. The return location may vary depending on the product, order, and customer location.
Our registered business address is not a return address. Please do not send any item to the address printed on the original parcel or to our registered business address unless our customer service team expressly instructs you to do so in writing.
Items sent without prior approval or to an unauthorised address may be refused, delayed, lost, or returned to the sender.
8. Exchanges
Exchanges are subject to product availability and review of your request.
Depending on the product, issue, order, and customer location, we may require the original item to be returned before sending a replacement. Please do not return the original item unless our customer service team instructs you to do so.
If a return is required, the approval email will provide the applicable return address and detailed instructions. If the requested replacement is unavailable, we may offer another appropriate solution, such as a refund or the option to place a new order.
9. Refunds
After we receive and inspect an authorised return, where a return is required, we will notify you whether your refund has been approved. In cases where we confirm that a physical return is not required, we will notify you of the refund decision after reviewing the supporting information.
Approved refunds will cover the purchase price of the eligible returned or affected item(s). Any sales tax originally collected by us on the refunded item will also be refunded where required by applicable law.
Original shipping fees are refundable only if the return is due to our error, such as a wrong, damaged, defective, or incomplete item, or where otherwise required by law. For change-of-mind returns, original shipping costs are non-refundable.
Customs duties, import taxes, brokerage fees, or other non-refundable charges imposed by government authorities, carriers, or other third parties are not refundable by us.
If the return is due to a damaged, defective, incorrect, or incomplete item, we will also reimburse reasonable authorised return shipping costs you incurred in accordance with our written return instructions. We may request a valid shipping receipt or other proof of payment.
Approved refunds will normally be issued to your original payment method within 5–10 business days after approval. Your bank, card issuer, or payment provider may take additional time to reflect the refund in your account.
We generally do not issue refunds to a payment method different from the one used for the original purchase.
10. Late or Missing Refunds
If an approved refund has not appeared after the expected time:
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Check your bank or payment account;
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Contact your card issuer, bank, or payment provider; and
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Contact our customer service team if you still need help.
11. Incorrect Addresses and Undeliverable Orders
You are responsible for providing a complete and accurate delivery address.
If an order is returned or cannot be delivered due to an incorrect or incomplete address, failure to collect after multiple delivery attempts, refusal of delivery, or unpaid customs charges:
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Actual return shipping and customs costs may be deducted from any eligible refund where permitted by law;
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The original shipping fee, if any, is generally non-refundable;
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If you request redelivery to a corrected address, you will be responsible for the additional shipping costs; and
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Refund eligibility will be assessed after the returned package is received and inspected.
These provisions do not apply where the delivery problem was caused by an error on our part.
12. Contact and Company Information
If you have any questions about an order cancellation, return, exchange, or refund, please contact us at gfychdzx@126.com or support@xacxh.com.
For return-related issues, please do not send returns to our registered address unless instructed by our team. Always contact us first for return instructions, and we will provide the latest return warehouse address. If the phone line is busy, please contact us by email or through the store backend. We will reply as soon as possible. Customer service hours: Monday to Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM.
Current return warehouse address:
Attn: Returns / Ticket NV-88Q-2
Warehouse: Silver State Reverse Center – Bay 18
8307 Desert Willow Ln, Bldg B
Las Vegas, NV 89113-4156
United States
Thank you for visiting Faycharm. We hope you find something beautiful that brings warmth and joy to the moments that matter.
Company Information
Brand:
Faycharm
Website:
gfychdzx.com
Faycharm is the trading brand used on gfychdzx.com.
Telephone number:
+86 130-8500-6896
Store Operator:
Hefei Jiaheng Furniture Co., Ltd.
Legal Entity:
Hefei Jiaheng Furniture Co., Ltd.
Unified Social Credit Code:
91340104MAERYKN114
Registered Business Address:
Room 1611, Zhongchen Holiday Plaza, No. 157-1 Jinzhai South Road, Heye Di Street, Shushan District, Hefei City, Anhui Province
Customer Service Emails:
gfychdzx@126.com
support@xacxh.com
Faycharm is operated by Hefei Jiaheng Furniture Co., Ltd., which is responsible for the operation of the online store gfychdzx.com, order processing, customer service, and related ecommerce activities.