We understand that returns can be tough, which is why our team does as much as we possibly can to provide you with enough information to help you along in your purchasing process! Our knowledgeable staff wants to help, and is always happy to answer any questions, offer suggestions, or help you determine the best options for your space. If for some reason you receive your product and are not 100% satisfied, no worries, because we're here to help!
All return and exchange authorizations must be requested within 14 days of delivery date. All items must be in original packaging or they are ineligible for a return/exchange. Although we offer a free shipping promotion, we still do have to pay the shipping. The actual original shipping charges are non-refundable. For small items, freight carriers typically charge us $20-$45 per item, and large shipments can be $150+ depending on the bulkiness, destination, and weight of the item. For several large items on one order, such as a bedroom, dining, or living room set, freight costs can be over $300+ (Free Shipping is a good deal for furniture!).
For a return authorization, please email firstname.lastname@example.org and we will issue you an RMA number, shipping labels, and additional return instructions.
With our customers in mind, we have created two options for returns:
Option 1 - Full Return
For orders that have already shipped or are in the customers' possession, both the original AND the return shipping costs, and a restocking fee will be incurred by the customer and deducted from the refund given once the item(s) has been returned and inspected at the supplier warehouse. You may contact us at anytime to get an estimate on your actual freight costs. You may also use our free returns option for store credit below.
Customers also have the option to ship the products back on their own shipping accounts. Only the original shipping costs would then be deducted once the item has been returned and received by the warehouse.
Note: For orders with quantity discounts, partial returns may revoke or adjust those discounts to retail pricing.
Any return can be subject up to an additional 25% restocking fee. This fee is put in place by our suppliers specifically for returns.
Considering Option 1? We'd be happy to put all return fees together before you make a decision!
Option 2 - Store Credit
Returns for store credit will not have to pay any fees! Neither the shipping charges and/or restocking fees will be deducted from the return. We will set up the return back to the warehouse with our shipping account, and once the item has been returned and received by the warehouse, we then will extend store credit in the full amount of the item.
Store credit does not expire and can be used at any time! Please note, the return request must still be made within the policy timeframe, and the item(s) must still be packaged in the original packaging. Requests that do not meet these requirements may not be authorized for return or exchange.
Please note: items must be returned in the original packaging in new condition and disassembled or they will not be eligible for a return/exchange. For all deliveries, including white glove deliveries, please be sure to keep the original packaging in order to be considered for a return/exchange.
Please note: once an item is in transit, it is no longer eligible to be cancelled. If a cancellation request is received for an order that has shipped, then the return policy applies to the order.
A hop, skip, step away from Option 2 above-- if you receive an item and are wanting to exchange it for a different model or design, we can definitely help as well! Following our returns policy, this exchange request must also be made within 14 days of the shipping delivery date. The item to be exchanged must be repackaged in and with all original packaging. Requests that do not meet these requirements may not be authorized for an exchange.
Small Item exchanges are free if the item is for equal value. For exchanges for items of greater value, we can charge the card placed with the original order or a new card. For lesser value items, a $25 exchange fee will be deducted from the return cost.
Large Item (freight shipment) exchanges will have a $150 fee for freight costs associated with returning and reshipping a new item. The item must be repackaged in its original packaging and onto a pallet to ensure a safe return. If a freight item is returned without a pallet, and the item is damaged in the transit, the item will not be eligible for an exchange or refund.
The last thing that we ever want our customers to go through is to receive a damaged item! We take these matters seriously, and have a claims team ready to take care of any dilemmas that may sprout up with deliveries.
Small Parcel (Ground) Shipments
If an item is shipped via small package and arrives damaged/defective, please take photos of the box and the product and email them to email@example.com. Our claims team will work with our warehouse to get a replacement item or part sent out immediately.
Large Item (Freight) Shipments
For large items, IT IS EXTREMELY IMPORTANT TO INSPECT AND SIGN FOR ITEMS AS DAMAGED ON THE SHIPPING PAPERWORK. We can not emphasize enough how important this to the delivery process. If there are any marks at all on the exterior packaging, please note that on the shipping paperwork.
If your shipment arrives completely damaged, refuse it and call us immediately. It is the customer's' responsibility to sign for items if they have arrived externally damaged.
For large items that have concealed damage, please take a photo of the exterior of the box and the damaged portion, and we will send you a replacement part, box, or product as applicable. If you do not want a replacement sent, the above returns and exchanges policy applies.
Please Note: Our Return Policy applies if you elect to not receive replacement parts/items because of damage during shipping, and you will be subject to the return fees indicated above.
Items that have been delivered and installed with White Glove or Assembly are not eligible for return.
This policy is subject to change at anytime.
For any questions about our returns/exchanges policy, please email us at firstname.lastname@example.org.