Terms & Conditions
OVERVIEW
This website is operated by Rested Limited. Throughout the site, the terms “we”, “us” and “our” refer to rested.com/hk. Rested Limited offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools that are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our store is hosted on Wix.com Ltd. They provide us with an online e-commerce platform that allows us to sell our products and services to you.
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SECTION 1 - REFUND & EXCHANGE POLICY
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You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but you have to pay for the return or exchange cost if no quality issues are involved.
To be eligible for a return, all returned items must be in brand-new condition, uninstalled and/or non-assembled, unused, with no pieces missing, and with original tags and packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at aftersale@rested.com/hk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.
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Item missing shall be reported within 3 days after receiving, failing which, Rested Limited is not liable for compensation or replacement and reserves all the right for the final explanation for any item reported beyond the 3 days. You can always contact us for any return questions at aftersale@rested.com/hk or simply visit www.rested.com/hk and contact us through chat.
Damages in transit
If an item arrives and the packaging or the item itself is clearly and significantly damaged, please take photos or video showing the damage. In case of product defect or damage, we will work collaboratively with you to guarantee the functional use of the product.
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Suggest a self-repair (with an offer of compensation to you)
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Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
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Offer a partial or full store credit voucher
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Replace the product (subject to availability)
To qualify for a defective return, one of the following must apply:
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-Item has a defect or is faulty or malfunctions
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-Incorrect item was received
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-Missing part(s)
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-Damaged
We recommend you check the items within 48 hours of receipt and report to our customer service as soon as possible. Please offer a copy of your original order confirmation, confirm the item number and QTY of the defective item(s), photographs, or video clearly showing the defect(s). To expedite the response, please provide pictures of the shipping label, package, product, and damaged part(s). Depending on the situation, we will be responsible for refunds, exchanges, or replacements according to your preference within 30 days of receipt. After 30 days, rested.com/hk will make every attempt to rectify, But manufacturer defects found after 30 days of receipt are directed to the manufacturer’s warranty.
Exceptions / non-returnable items
Non-returnable items excluded from all change-of-mind returns include:
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While all products have to go through a quality check before shipping, product damage might be occasionally caused due to delivery. Rested Limited wants to save you assembly headaches therefore some of our products are semi-assembled straight out of the box. This unfortunately also increases risks for minor damage over the long shipping. For minor damages(damage diameter is smaller than 2cm) that don't affect functional use, Rested Limited won't cover return and exchange costs.
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Due to the sundry nature of furniture materials such as wood and marble, every product will have its very own unique texture and color. Slight changes in color and lighter spots are to be expected, which is a part of the material experience and advertised as such, therefore won't be considered to be a product defect.
Although the shape and size of the product are precisely defined by digital design and robotic fabrication methods, the manual finishing and the general material behavior may result in slight geometric differences. The dimensions in the product description are therefore not guaranteed and can sometimes differ by an insignificant range, e.g. few millimeters.
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For leather products, occasionally there are tiny spots or slight color unevenness caused during the dyeing process, which will not be regarded as product defects.
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To save shipping costs to provide you with the best deal, certain products will be rolled, folded, or compressed for shipping and this might leave minor ink or marks on the surface. This issue won't be considered as product defect but we are happy to provide cleaning tips or cleanser.
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Products described as "made to order" or "customization"
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Items with hold-on service. While we are happy to provide order hold-on service, it also significantly adds operation costs. So in case the hold-on service is longer than one month, we won't be able to provide 30 Days No Hassle Return Service. In case of product damage or item missing, we will still provide standard post-sale service.
Exchanges
The fastest way to ensure you get what you need is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Rested Limited has carefully checked each item before shipping it out. In case of damage due to delivery, we will offer a 1-time replacement for free.
Cancellation
You can cancel your order within 3 days after the order is confirmed, counting from order confirmation day, and get a 90% refund. The 10% of the order value will be applied as a restocking fee. For made-to-order products or products requiring extra shipping lead time-- Please note that production or customization has already been initialized within 3 days of placing the order, therefore cancellation won't be approved in general. In case of cancellation, we will charge to cover actual manufacturing or customization loss.
Refunds
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We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
SECTION 2 - SHIPPING & DELIVERY
Rested Limited currently offers to ship locally to Hong Kong and Macau, then internationally to the United Kingdom, Germany, France, and the United States.
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Express Shipping Delivery Time
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Standard Shipping Delivery Time
Hong Kong/Macau N/A5-15 workdays
United Kingdom 10-25 workdays 9-13 weeks
Germany & France 10-25 workdays 9-13 weeks
United States10-25 workdays 9-13 weeks
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Parcel Tracking
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Before dispatch, Rested Limited will carefully check and pack your product, and this process might take up to 2 weeks. Dispatch is included in delivery lead time, and once it is handed over to Rested Limited's delivery partners, your order will become trackable and a tracking link will be sent by email or SMS. Therefore please don't worry if you only receive an order confirmation email since we are preparing your parcel for dispatch.
SECTION 3 - DELIVERY METHODS & CHARGE
We work with several delivery partners and courier companies to deliver internationally. Due to differences in each country's industry standards, our delivery policy varies accordingly:
1. For the US & the United Kingdom. Delivery is to a ground floor; if the delivery is in a multi-story building the delivery company will not travel past the ground floor front door. You may be required to assist the delivery company in carrying the item(s) from the curbside to your front door. If you live in an apartment building, the delivery will be to the front door of your building. For large items, the couriers will contact you to arrange a suitable delivery date.
2. For Hong Kong & Macao. Delivery is to door, this includes a multi-story building with a lift.
3. For France & Germany. Delivery is to door, this includes a multi-story building with a lift. Delivery partners will contact you before visiting, so please make sure you leave the right contact information. While the shipping cost is included in yours, there might be an extra charge in the below situations: In the case of stairs without a lift, our delivery partner might charge extra according to local standards. Occasionally due to a shortage of staff, delivery companies might not travel past the ground floor if there are stairs. In the case of using equipment for delivery assistance, shipping companies might charge extra according to local standards. For example, it is considered to be industry standard to charge for offloading or uploading service. While the above handling charge is subject to industry standards for each country and region, and beyond Rested Limited's commitment to delivery cost coverage, we are more than happy to offer you compensation on demand. With proof of payment, such as a receipt or invoice, Rested Limited will offer reimbursement with no more than 10% of the order value, in the format of store credit.
SECTION 4 - SPECIAL REQUEST
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We understand your order can be a gift, reward, or treatment. Here are a few complementary services we provide:
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1. Hold your order service
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You place an order to reserve inventory first and we will hold your order until further notification. (While this service is free of charge, our standard service protocol won't apply for a hold-on order if it is longer than 1 month. For details, please refer to the Shipping & Returns Policy.)
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2. Write a greeting card
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If it's a gift, we can provide a handwritten greeting card. This service is only available in English and you need to provide the content.
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3. Customisation
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For certain products, we provide customization services, such as to provide variance of color and material. This service is addressed on the product detail page.
To request the above services, kindly contact us by email: enterprise@rested.com/hk, or note "feature" at checkout.
SECTION 5 - ASSEMBLY INFORMATION
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To minimize the hassle, Rested Limited will fully assemble or assemble the main part at dispatch. We do this in order to offer the lowest prices possible, and so that your furniture arrives damage-free. Some of the items available at rested.com/hk will require assembly of different levels. Assembly requirements have been addressed in the description of each product detail page. There are in total six levels of assembly.
No Assembly Required
Generally "No Assembly Required" means that the product comes fully assembled in the box-- products with this notation may require very light assembly such as screwing in legs on a sofa or dresser or installing drawer pulls that are left off for safety during transport. Most items require some level of unboxing, including rolled rugs and mattresses that may need time to expand. Items with this notation should not require more than one simple step.
Minimal Assembly Required
Items with a "Minimal" assembly notation typically require light assembly of a few parts, or in some cases, full assembly that is only a few easy steps. Minimal assembly would normally take less than 15 minutes to perform.
Partial Assembly Required
Items denoted as assembly "Required" typically need more extensive assembly, often requiring the use of tools. Most items for which a special tool is needed, such as a wrench, L key, and or screwdriver. These items may take the average customer anywhere from 15 minutes to an hour to assemble, depending on your experience.
Full Assembly Required
Products labeled with "Full Assembly Required" will be delivered flat-packed and will require complete assembly. An average customer with minimal furniture assembly experience can expect to spend 30 minutes or longer to assemble these pieces. Specialized tools (such as a cordless screwdriver), while not necessary, may be very helpful.
Assembly Service On Demand(Hong Kong and Singapore Only)
Rested Limited partners with experienced assemblers and offers furniture assembly services in Hong Kong and Singapore.
Hong Kong: Assembly fee for the first item is fixed at 300 HKD. Extra 50 HKD will be charged for every additional piece.
United Kingdom: The Assembly fee for the first item is fixed at 50 GBP. An extra 10 GBP will be charged for every additional piece.
Please contact us at: wecare@rested.com/hk for scheduling.
Kindly note that the assembler is not directly employed by Rested Limited, his option or action out of assembly service is not authorized by Rested Limited. In case of any product damage due to assembly, please come to our customer service directly.
SECTION 6 - PACK WITH CARE
Our general approach is that we always use the most cost-efficient and sustainable packaging solution, without jeopardizing functionality. For small items such as utensils, soft furnishing, or replacement parts, we use recyclable packaging bags. For big items(ranging from 10-40KG) such as chairs, side tables, and shoe racks, we use cardboard made out of recycled paper.
For extra heavy or large items(40KG+), such as sideboards, sofas, cabinets, we use cardboard with nailed wood frames. While this might require extra effort in removing packaging, it does reduce product damage by 35% during transportation.
GOVERNING LAW
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These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws.