If you’ve recently bought something from Rooms To Go and have questions, understanding the Rooms To Go furniture return policy is key. This guide breaks down everything you need to know about returns, exchanges, and what to expect, making the process as smooth as possible for you.
Furniture shopping is exciting, but sometimes an item just doesn’t work out in your home. Maybe the color looks different in your lighting, the size isn’t quite right, or there’s a manufacturing flaw. Knowing the return policy before you buy gives you peace of mind. We’ll cover the timeframes, conditions, and steps so you can shop with confidence.
Rooms To Go Furniture Return Policy
The core of the Rooms To Go furniture return policy centers on a 30-day window for most items. This means you have 30 days from the date your furniture is delivered to your home to initiate a return or exchange. It’s important to mark your calendar because this deadline is firm for standard purchases.
However, there’s a major exception that offers much more flexibility. If you made your purchase using a Rooms To Go credit card, you qualify for an extended 365-day return policy. That’s a full year to decide if your furniture is the perfect fit for your space. This is a significant benefit for cardholders.
What Items Can Be Returned?
Most new, in-stock furniture and decor can be returned within the applicable policy period. This includes:
- Sofas, sectionals, and loveseats
- Chairs, recliners, and accent chairs
- Dining tables and chairs sets
- Bedroom furniture (beds, dressers, nightstands)
- Mattresses and adjustable bases
- Area rugs and home accessories
Note: Mattress returns often have special rules, including required trial periods and potential fees. Always check the specific mattress warranty and return details at the time of purchase.
What Items Are Final Sale?
Some items are explicitly marked as non-returnable. These typically include:
- Clearance, “as-is,” or specially discounted items.
- Custom orders, including special-order fabrics, finishes, or configurations.
- Personalized or monogrammed items.
- Items purchased from their outlet stores may have final sale terms.
Always double-check your sales receipt or order confirmation, as it will note if an item is final sale. The sales associate should also inform you at the time of purchase.
Condition Requirements for Returns
To be eligible for a return, the item must be in its original, like-new condition. This is crucial. Here’s what that means:
- Unassembled: If the item came in a box, it should be repackaged in its original packaging if possible.
- No Damage: There must be no stains, scratches, tears, or any other damage caused after delivery.
- All Parts Included: Every single part, cushion, pillow, screw, and instruction manual must be returned.
- Clean: The item must be free of dirt, odors, or any signs of use.
If an item is returned in used or damaged condition, Rooms To Go may refuse the return or charge a refurbishing fee, which can be a significant percentage of the item’s cost.
Return and Exchange Fees to Expect
Unlike some retailers with completely free returns, Rooms To Go does charge fees for returns and exchanges, which helps cover the cost of transportation and restocking. Here’s a breakdown:
- Pickup/Transportation Fee: This is the most common fee. Rooms To Go will schedule a pickup from your home, and the fee varies but is often around $99 to $199 per item, depending on your location and the size of the furniture.
- Restocking Fee: A percentage of the item’s price (often 10-20%) may be charged for returns, especially for large or bulky items. This fee is sometimes waived for exchanges.
- Mattress Return Fee: If allowed after the trial period, mattress returns usually incur a substantial fee.
The exact fees will be confirmed when you initiate the return. Always ask for a full fee breakdown before proceeding.
How to Start a Return or Exchange
You cannot simply take furniture back to a Rooms To Go store. Returns are coordinated through their customer service and involve a home pickup. Follow these steps:
- Contact Customer Service: Call Rooms To Go customer service at 1-800-991-1991. Have your sales receipt or order number ready.
- Explain Your Reason: Let them know if you want a return for refund, an exchange for a different item, or if there is a defect.
- Get Fee Details: The representative will explain all applicable pickup and restocking fees for your specific situation.
- Schedule the Pickup: If you agree to the fees, they will schedule a time for a truck team to come to your home to retrieve the item.
- Prepare the Item: Have the item ready and accessible at the scheduled pickup time. Ensure it meets the condition requirements.
What About Damaged or Defective Items?
The process is different if your furniture arrives damaged or you discover a manufacturing defect. In this case, you should not initiate a standard return.
- Inspect Immediately: Inspect all pieces thoroughly within 24 hours of delivery. Note any damage on the delivery paperwork if possible.
- Contact Customer Service: Call customer service right away to report the damage or defect. Provide photos and a description.
- Request a Repair or Replacement: Rooms To Go will typically offer to repair the item in your home through their service team or, if repair isn’t possible, replace the damaged piece(s). There is usually no fee for this service for legitimate defects.
Refund Timeline and Method
Once your return is received and inspected at the warehouse, your refund will be processed. Here’s what to expect:
- Timeline: Refunds typically take 7 to 14 business days to process after the item is received.
- Method: The refund will be issued back to the original form of payment. If you used a Rooms To Go credit card, it goes back to that account. If you used a gift card, you’ll receive a new gift card.
- Deductions: Remember, all applicable pickup and restocking fees will be deducted from your refund total.
For exchanges, the process involves returning the original item and then placing a new order for the replacement. You’ll pay for the new item, and once the return is processed, you’ll receive a refund for the original, minus any fees. Sometimes they can coordinate this as a single transaction.
Tips for a Hassle-Free Return Experience
- Keep All Packaging: If you think you might return an item, keep the original boxes and packaging materials for at least the first 30 days.
- Save Your Paperwork: File your sales receipt and delivery paperwork in a safe place. You’ll need the order number.
- Act Quickly: Don’t wait until day 29 to decide. Start the process well before your deadline to ensure you get a pickup scheduled in time.
- Take Photos: If you’re reporting damage, take clear, well-lit photos from multiple angles before you call.
- Ask Questions: Before you approve the pickup, confirm the exact total of all fees and the expected refund amount in writing if possible.
Rooms To Go Protection Plans
Rooms To Go offers extended protection plans that cover accidental stains, rips, and burns. It’s important to note that these are repair plans, not return policies. If you spill red wine on your sofa, the plan may cover the cost of a professional cleaner or repair. It does not allow you to return the sofa for a new one after an accident. Always understand the distinction between a return policy and a protection plan.
Online vs. In-Store Purchase Returns
The return policy is generally the same whether you buy online or in a physical Rooms To Go store. The 30-day (or 365-day with card) window and the home pickup process apply. The main difference is that if you buy an in-stock, non-custom item from a store, you could theoretically exchange it in that same store if you can transport it yourself. However, due to the size of furniture, most returns and exchanges are handled via the centralized pickup system described above. Always call customer service first to confirm the best procedure.
Frequently Asked Questions (FAQ)
How long do I have to return furniture to Rooms To Go?
You have 30 days from the delivery date for a standard return. If you used a Rooms To Go credit card for the purchase, you have an extended 365 days to return.
Can I return a Rooms To Go item to the store?
Generally, no. Most returns, especially for large furniture, are handled through a scheduled in-home pickup. You must start the process by calling customer service.
Does Rooms To Go charge a fee for returns?
Yes. There is typically a pickup/transportation fee (often $99-$199) and sometimes a restocking fee. These are deducted from your refund total.
What if my Rooms To Go furniture is damaged?
Contact customer service immediately to report damage or defects. They will usually arrange for a repair in your home or a replacement of the damaged part at no cost to you, as long as it’s a manufacturing issue.
Can I exchange my furniture for a different color?
Yes, exchanges are possible within the return period. You will need to initiate a return for the original item and place a new order for the different color. Fees may apply for the pickup of the original item.
Are mattress purchases from Rooms To Go returnable?
Mattresses have a separate trial and return policy, which often includes a mandatory trial period (like 120 nights) and a significant return fee if you proceed. The details vary by mattress brand, so review the terms carefully at purchase.
How long does a Rooms To Go refund take?
After the returned item is received and inspected, please allow 7 to 14 business days for the refund to post to your original payment method.
Understanding the Rooms To Go furniture return policy helps you make informed decisions. The key takeaways are the 30-day window (or 365 with their card), the in-home pickup process, and the associated fees. Always inspect your furniture promptly upon delivery and keep your paperwork. By following the guidelines and starting the process early if needed, you can navigate a return or exchange with minimal stress, ensuring you end up with furniture you truly love in your home.