Severe quality issues have been reported in the furniture industry, raising concerns among consumers. While many well-known furniture brands are attentive to quality control and will replace products even for minor issues upon consumer request, some retailers still maintain that only serious defects qualify for returns or exchanges.
In 1998, Beijing issued the "Beijing Furniture Product Repair, Replacement, and Return Liability Regulations" (commonly known as the "Furniture Three Guarantees") to define what constitutes serious quality problems. According to the regulation, serious issues include broken joints or materials in wooden furniture, structural looseness, or insect infestation; weld breaks in metal furniture; spring punctures or severe sagging in soft spring mattresses; and structural instability or broken components in sofas. However, this regulation has not been updated in over a decade, and it excludes furniture made from materials like leather, particleboard, glass, plastic, stone, or paper.
The regulations also specify time limits for returns and exchanges. Within 90 days of delivery, consumers can return, exchange, or repair a product with serious quality issues, and they are entitled to a full refund. If the problem is discovered within three months, the same rules apply. For issues identified between 90 and 180 days, consumers may opt for an exchange rather than a return.
Some furniture stores in Beijing, such as Actual House and Lanjing Lijia, have extended their warranty periods beyond the original "Three Guarantees." Non-custom furniture now comes with a 90-day return window and 180-day exchange period, while free repairs are available for up to three years after purchase.
Environmental concerns have become more prominent in recent years, but the "Three Guarantees" do not specifically address cases where furniture exceeds environmental standards. In such situations, consumers must send the product to an authorized testing agency. If the test confirms a violation of environmental standards, the retailer is responsible for all associated costs, including testing, transportation, and lost time.
According to the 2009 revised "Beijing Furniture Sales Contract," if hazardous substances in the furniture exceed national or local standards, the buyer has the right to return the product without conditions and seek compensation for testing fees, transportation, and other related expenses.
Despite these provisions, delays in processing returns or exchanges still occur. The Beijing Implementation Measures of the Consumer Rights Protection Law state that if a merchant causes delays due to disputes or repairs, they must compensate the consumer based on the city's average wage figures. This provides consumers with legal grounds to demand compensation if their return process is unnecessarily prolonged.
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