Refund policy

Massive Studio hopes that you will be satisfied with your order. However, we understand that in some cases items may need to be returned or exchanged. The guidelines below explain how refunds, exchanges, and custom order terms are handled.

1. Standard Refund & Exchange Policy (In-Stock Items Only)

Return Window

• Returns and exchanges must be requested within 30 days of receiving your order.

• To begin a return/exchange, email our customer service at massivestudiocali@gmail.com explaining the reason and requesting a Return Authorization (RA) number.

• Packages sent without an RA number may be refused.

Disclaimer

Address or Customer Error: If a package is returned due to an incorrect address or other error made by the customer, the customer is responsible for all shipping fees. A refund will be issued for merchandise only.
Violation of Laws: If a package is returned due to violation of a country’s laws, the customer is responsible for any related fees (quarantine, warehousing, shipping). Refund = order value minus freight.
Customer Refusal: If a package is refused due to duties, taxes, or other reasons, refund = order value minus freight & taxes (after inspection of returned goods).
Customs Seizure / Abandoned Shipments: No credit issued. If Massive Studio receives the package intact, refund = order value minus freight & taxes.
Lost Packages: Must be reported within 20 days of shipment confirmation. No refunds/replacements after 1 month. If return shipping exceeds item value, we may instruct carrier to abandon package (no refund issued).
Destroyed / Unreturned Packages: No refund can be issued.
Duties & Taxes: Always the customer’s responsibility.

Redelivery Fee & Missed Delivery

If reshipment is requested due to Returned to Sender, missed delivery, or refusal, the customer pays shipping unless error is by Massive Studio or carrier.

Defects, Damage, Wrong Item

Eligible for full refund or replacement if confirmed defective, damaged, or wrong item shipped.
Claims must be made within 72 hours of delivery, with photos/videos.
Replacement shipped free if available; otherwise full refund issued.
Retain packaging for inspection.

Damaged or Missing Items

Claims must be submitted within 72 hours of delivery.

Shipping Costs

Original shipping cost is non-refundable unless company error.
For “free shipping” promotions, the actual shipping cost will be deducted from any refund.
Customer pays return shipping unless company error.

Special Restrictions

No restocking fee, but customer pays return shipping.
Full refund only if Massive Studio is at fault.
Items must be returned unused, unaltered, undamaged, and with all tags/packaging.
Used/opened items cannot be returned unless defective.

Return Process

Within 30 days email customer service for RA number.
Securely package item(s) with original invoice.
Ship with tracking/insurance to the return address provided. Email us the tracking number.

Refunds are processed within 7–10 business days to the original payment method.

Refunds (if applicable)

We will email approval/rejection after inspection. Approved refunds are credited back automatically.

Late or Missing Refunds

Check bank/credit card first. Processing delays may occur. If unresolved, contact massivestudiocali@gmail.com.

Sale Items

Only regular-priced items may be refunded.

Exchanges

We only replace defective/damaged products. Email massivestudiocali@gmail.com for assistance.

Presents / Gifts

If marked as a gift, a gift credit will be issued. Otherwise, refunds are issued to the original purchaser.

Return Address

Massive Studio Warehouse

8181 Munster Dr, Huntington Beach, CA 92646

2. Custom Order Policy (Made-to-Order Tables)

Lead Time

8–12 weeks from final design approval and deposit.

Non-Returnable

Custom-made furniture is non-returnable and non-exchangeable, except in the case of verified manufacturing defects covered by warranty.

Deposit

A 50% deposit is required to reserve materials and a production slot.

Before materials are purchased/final design approval: cancellation allowed, deposit refunded minus payment processing fees.
After materials are purchased or final design approval: deposit is non-refundable.
After production has begun: cancellation possible, but customer is responsible for cost of materials and labor up to date (minimum deposit is non-refundable).

Balance

Remaining 50% due before delivery or pickup.

Design Changes

Any changes after design approval may incur additional charges and extend lead time.

Inspection on Delivery

Customers must inspect upon delivery. Report shipping damage or manufacturing defects with photos/video within 48 hours to obtain an RA for warranty service.

Limited Warranty (12 months)

Covers:

structural joinery failures
significant finish adhesion failures
clear workmanship defects under normal indoor residential use

Does not cover:

normal wear & tear, scratches, dents
water, heat, UV, outdoor use
wood movement due to humidity/temperature changes
misuse or improper maintenance
third-party modifications or installations

Care Conditions

Maintain indoor humidity (35–55%), avoid direct sunlight/water/heat. Use coasters & pads. Failure to follow care guidelines voids warranty.

Missed Delivery & Storage

Missed deliveries = redelivery fee. Completed orders not scheduled for delivery within 14 days may incur storage fees.

📧 Customer Service Contact:

massivestudiocali@gmail.com