Refund policy
At Isladessa, we want you to feel confident when shopping for furniture and home furnishings. This Return and Refund Policy explains how to request an order cancellation, return an eligible item, or obtain a refund for an order placed through isladessa.com and delivered within the United States.
Our standard return policy allows eligible returns to be requested within 14 days of delivery. Different procedures may apply to items that arrive damaged, defective, or incorrect, and nothing in this policy limits any rights or remedies available to you under applicable law.
1. Order Cancellations
Orders That Have Not Shipped
If your order has not yet shipped, please email us as soon as possible at assist@isladessa.com to request cancellation. Once we confirm that the order has not shipped, we will cancel it and issue a full refund of the amount paid for the order.
Cancellation requests are subject to confirmation of the order's fulfillment status. We will not require you to return an item that has not been shipped.
Orders That Have Already Shipped
Once an order has shipped, we generally cannot cancel it directly. However, you may contact us to discuss the available options and request a return under this policy, if eligible.
The inability to cancel a shipped order does not waive or limit any cancellation, return, refund, or other rights that may apply under applicable law. If an order cannot be stopped in transit, we will explain the appropriate next steps.
2. Return Eligibility and Return Window
For standard returns, you must contact us by email within 14 days after delivery to request a return authorization. Please do not ship an item back before receiving our return instructions.
To qualify for a standard return, an item should generally meet the following conditions:
- It is in unused condition and has not been subjected to damage beyond reasonable inspection.
- It is free from abnormal wear, alterations, or damage caused by improper handling, assembly, or use.
- All included parts, accessories, hardware, and documentation are returned, where applicable.
- The original packaging is retained and used where reasonably possible to protect the item during return shipping.
We understand that inspecting furniture may require opening packaging and examining the item. Reasonable inspection alone will not automatically disqualify a return. Although original packaging is strongly recommended, its absence will not, by itself, override any rights or remedies provided by applicable law.
Standard returns are intended for situations such as a change of mind, a preference for a different style, or an item that no longer meets your needs. Eligibility and any applicable deductions will be assessed under the terms disclosed in this policy and applicable law.
If an item is damaged, defective, or inconsistent with your order, please refer to Section 3. Such issues will be handled separately from ordinary change-of-mind returns.
The 14-day standard return window does not limit any longer period, remedy, or other protection required by applicable law. If you believe a legal exception applies to your situation, please contact us so we can review your request.
3. Items That Arrive Damaged, Defective, or Incorrect
We want you to receive the items you ordered in the condition reasonably expected. If your furniture arrives damaged, has a manufacturing defect, is missing essential components, or differs from the item you ordered, please contact us promptly at assist@isladessa.com.
To help us assess the issue, please provide:
- Your order number and the name of the affected item.
- A description of the problem and when you first noticed it.
- Clear photographs of the affected area, the overall item, and the packaging, if available.
- Any other information reasonably necessary to understand the issue.
Please retain the item and its packaging, where practical, until we provide further instructions. If you cannot safely retain or handle a damaged item, let us know. We will not require unnecessary documentation or photographs when they are not reasonably available or when applicable law requires another form of assistance.
Depending on the circumstances, the nature of the issue, and applicable law, we may offer an appropriate remedy, which may include repair, replacement, shipment of missing or correct components, a full refund, or a mutually agreed partial refund where appropriate.
We do not offer a standard direct exchange service, but this does not eliminate any repair, replacement, refund, or other remedy that we are legally required to provide.
For issues attributable to a product defect, shipping damage, or an incorrect shipment, we will cover reasonable return shipping costs and applicable return handling fees. We will provide an appropriate return label or alternative return arrangements where necessary.
If only part of an item is affected, we may discuss a partial refund if that is appropriate and you agree to it. You are not required to accept a partial refund as a condition of receiving another remedy to which you are entitled under applicable law.
Please notify us as soon as reasonably possible after discovering a problem so we can help resolve it efficiently. Any request will be evaluated in accordance with the applicable legal requirements, regardless of whether the standard 14-day return window has expired.
4. Exchanges
We currently do not offer direct exchanges.
Furniture inventory, product specifications, available models, and shipping arrangements may change over time, making a direct exchange difficult to coordinate reliably. This operational limitation does not affect any remedies required by applicable law for damaged, defective, or incorrect items.
If you would like a different item, color, size, or style, you may request a return for the original item if it qualifies under our return policy. Once your refund has been processed, you may place a new order for the item you prefer, subject to availability.
If your original item is damaged, defective, or incorrect, please contact us before placing a new order so we can determine the appropriate resolution.
5. Return Authorization and Shipping Instructions
All standard return requests must be submitted by email. To help us process your request, please follow these steps:
Step 1: Submit Your Request
Email assist@isladessa.com with your order number, the item you wish to return, the reason for the return, and any relevant supporting information.
Step 2: Review and Confirmation
We will review your order status, the reason for the request, and the applicable return conditions. For a standard return, this review is intended to confirm order details, eligibility, and the appropriate return procedure. For a damaged, defective, or incorrect item, we may request reasonable supporting information to help determine the appropriate remedy.
Step 3: Receive Your Return Instructions
If your return is approved, we will provide an electronic return shipping label for you to download and print, along with instructions for packaging and sending the item back.
For large or bulky furniture, we will explain the applicable return method and any known or reasonably estimable return shipping costs before you commit to the return. If special pickup or freight arrangements are necessary, we will communicate the available options and relevant costs before proceeding.
Step 4: Prepare and Ship the Item
Pack the item securely, including applicable parts and accessories, and follow the instructions provided with your return label. Use the designated label and shipping method unless we authorize an alternative arrangement.
Please retain your shipping receipt and tracking information, if available, until the return and any applicable refund have been resolved.
Step 5: Inspection and Resolution
Once the returned item arrives, we will conduct a reasonable inspection when an inspection is necessary to determine eligibility or the appropriate refund amount. If the return qualifies for a refund, we will initiate it within the timeframe described in Section 7.
An item does not need to be physically returned before a refund can be issued when a return is waived, a return is not reasonably necessary, or applicable law requires or permits another process.
If we determine that a standard return does not meet the disclosed eligibility conditions, we will explain the reason and discuss any available options. This review process will not be used to unreasonably delay or deny a remedy required by applicable law.
6. Return Shipping Costs and Fees
Standard Returns
For eligible returns made for personal reasons, such as a change of mind or a preference for another product, the customer is generally responsible for reasonable return shipping costs.
We will provide an electronic return label when the return is approved. Providing the label does not necessarily mean that return shipping is free. If the label's cost will be charged to you or deducted from your refund, we will disclose the applicable amount or a reasonable estimate and the calculation method before you commit to the return.
Because furniture may require oversized-package shipping, freight service, or special pickup, return costs can vary depending on the item's size, weight, destination, and shipping method. Any applicable return handling fee will be disclosed in advance, including its amount or calculation method. We will not impose undisclosed or arbitrary return fees.
If the applicable return shipping cost cannot be reasonably determined in advance, we will explain the available options and obtain your agreement to the applicable arrangement before proceeding with a chargeable return.
Damaged, Defective, or Incorrect Items
If a return is necessary because an item arrived damaged, is defective, or was incorrectly shipped, we will cover reasonable return shipping costs and will not charge a return handling fee for that issue.
We will provide an appropriate electronic return label or coordinate another reasonable return method, including special arrangements for bulky furniture when needed.
Damage Caused After Delivery
If an item is damaged through misuse, improper assembly, unauthorized modification, or other handling beyond reasonable inspection after delivery, that damage may affect eligibility for a standard return or the amount of any refund, where permitted by applicable law.
However, we will consider the circumstances, including any pre-existing defect, reasonable inspection, and the cause and extent of the damage. We will not automatically deny a refund solely because an item shows signs of handling, nor will we treat pre-existing product defects as customer-caused damage without a reasonable basis.
Any deduction must be permitted by applicable law, supported by the circumstances, and disclosed or explained as appropriate.
7. Refund Processing and Timing
Refunds are processed after the applicable cancellation or return conditions have been satisfied.
Unshipped Order Cancellations
Once we confirm that an order has not shipped and approve its cancellation, we will initiate a full refund of the amount paid for that order. No return shipment is required.
Standard Returns
For an eligible return that requires the item to be sent back, we will initiate the applicable refund within 1–3 business days after receiving the returned item and completing a reasonable inspection, unless applicable law requires an earlier refund or another process applies.
We will not automatically delay a refund until the item arrives if a return is waived, the item does not need to be returned, or applicable law requires or permits an earlier resolution.
Damaged, Defective, or Incorrect Items
The timing and amount of a refund or other remedy will depend on the nature of the issue, the agreed resolution, and applicable law. If a refund is the appropriate remedy, we will initiate it within the timeframe required by applicable law or, where no earlier deadline applies, within a reasonable period after the relevant refund conditions have been satisfied.
Where appropriate and legally permitted, a partial refund may be agreed upon to address a limited issue. Any such partial refund must be mutually agreed upon and will not replace another remedy that applicable law requires us to provide.
Refund Amounts
- For an eligible cancellation before shipment, the refund will cover the full amount paid for the order.
- For an eligible standard return, the refund will generally cover the amount paid for the returned item, subject only to return shipping costs or other fees that were properly disclosed, are reasonable, and may lawfully be charged.
- For a damaged, defective, or incorrect item, the refund or other remedy will be determined based on the circumstances and applicable law. Reasonable return shipping costs and applicable return handling fees for these issues will not be charged to the customer.
Any deductions must comply with applicable law. We will not use a standard return fee or deduction to avoid providing a remedy required for a defective, damaged, or incorrectly supplied item.
8. Original Payment Method
Refunds will generally be issued to the original payment method used at checkout. If that method is no longer available or a different method is necessary, we will work with you to determine an appropriate alternative consistent with applicable payment rules and law.
The refund initiation date is the date we submit the refund for processing, not necessarily the date the funds appear in your account.
After we initiate a refund, your bank, card issuer, payment service provider, or other financial institution may need additional time to post the credit. The time required can vary depending on the payment method and the institution involved.
If your refund has not appeared within a reasonable period after we confirm that it was initiated, please contact us. We will help verify the refund status and provide any available transaction details. Financial institution processing times are outside our direct control, but they do not extend any legal deadline that applies to our refund obligations.
9. Applicable Law and Consumer Rights
This policy is intended for orders placed by consumers in the United States and will be applied consistently with applicable federal, state, and local laws, including relevant consumer protection requirements.
Return and refund rights can vary depending on the circumstances, the product, the location of the transaction, and the law that applies. Nothing in this policy is intended to waive, exclude, or restrict a consumer right or remedy that cannot legally be waived or restricted.
If any provision of this policy conflicts with a requirement of applicable law, the applicable legal requirement will control to the extent of the conflict.
10. Contact Us
If you have questions about an order cancellation, return, refund, damaged item, or other after-sales issue, please contact us using the details below. Email is our preferred method for return and refund requests because it allows us to review your order information and provide written instructions.
Email: assist@isladessa.com
Phone: +1 (951) 482-6739
Mailing Address: 3779 Farnham Pl, Riverside, CA 92503, United States
Customer Service Hours: Monday through Friday, 9:00 AM–6:00 PM, local time.
When contacting us, please include your order number and a brief description of your request so we can assist you as efficiently as possible.