NUMBER OF FREE RETURNS
We authorize ONE free return per item type, per household. Any subsequent returns of the same item type will have the cost of return shipping deducted from the refund.
(What does this mean?): This means, for example, that you may return your first sofa order completely free of charge! However, if you order and return one sofa, then place another sofa order and request to return the second order, then the cost of shipping will be deducted from the refund for your second return. We will always advise on estimated return shipping costs that may be deducted from your refund. This also means that you may order and return a DIFFERENT item type at no additional charge for a full refund. If you place one order for a sofa and decide to return it, and another order for dining chairs and choose to return those, then both returns will be due a full refund.
You can cancel anytime before an item ships. If you need to cancel an order, please contact our customer support team as soon as possible. If an item has already shipped, this will be considered a return.
*Our return policy states that every household is entitled to ONE free return per item type, with return shipping costs deducted from refunds for any subsequent returns of this product type.
RETAIN ALL PACKAGING
Your returns must be in like-new condition and must be returned in the original packaging in order to receive a FULL refund. A $99 repackaging fee will apply for all Truck Delivery items not returned in original packaging. Truck Delivery items cannot be picked up by the carrier without protective packaging (box, foam wrap, bubble wrap).
(What does this mean?): Your return will be due a full refund if it is packaged in the ORIGINAL packaging. When you're receiving your delivery, some delivery crews may offer to remove the packaging as a courtesy. Even if a delivery crew offers to do this for you, please remember to retain all packaging when you receive your item, and hold onto it for the duration of the return period. Carriers are unable to retrieve an unpackaged return. If you do need to make a return, any shipping carrier that may pick up the item from your home can only do so if your item is packaged. If you dispose of the original packaging and then need to make a return, we would require the item to be packaged before authorizing pickup. An example of an acceptable alternative is bubble wrap. Any Truck Delivery items returned without original packaging are subject to a repack fee of $99. This will include items that have been bubble-wrapped or otherwise repackaged without the original box.
CHECK FOR DAMAGE
Carefully inspect your item as soon as you receive it, and notify us of any damage or defect within 48 hours of receiving your item. We cannot honor any claims of damage after 48 hours after the time of delivery.
(What does this mean?): If your item has any shipping damage or manufacturing defects, we want to know as soon as possible so we can assist you! In the unlikely event of any damage or defects, we want you to know that we're happy to help you resolve the issue.
DEADLINE FOR FREE RETURNS
We will accept returns on any item WITHIN 100 DAYS of being delivered to you. We cannot authorize a return on an item after 100 days have passed.
(What does this mean?): This means you have 100 whole days to try the item out in your home! As long as the item is not damaged due to user error and all packaging has been retained, just let us know anytime before the 100-day mark if you do require a return on the item.
For truckload items (sofas, TV stands, dining tables etc.), we arrange for a freight carrier to pick up your item from your home. Once arranged, the carrier will work with you directly to schedule a date for pickup. For small-parcel returns (any item that ships via UPS or FedEx), we will generate the FREE return shipping labels for you to use. If you require FedEx to pick up from your home, we can arrange this service for you. Pickup requests have a $20 flat fee deducted from the refund due.
REFUND FOR RETURNS The refund for any return is due when the item has been returned to our warehouse.
(What does this mean?): For buyer's remorse returns, an item will need to be visually inspected upon arrival to our returns department. In instances of potential damage by the end user, we will provide you with photos of the condition of the item at the time the return was received. We cannot authorize a refund before an item has been received and inspected by our returns department.