Rh Return Policy

If you’ve made a purchase from RH and need to make a return, understanding the RH return policy is your first step. This guide breaks down everything you need to know, from timeframes to condition requirements, to make the process smooth.

We’ll cover the standard policy for most items, the important exceptions for custom orders, and the practical steps to start a return. You’ll also find details on refund methods, return shipping costs, and how to handle larger furniture pieces. Our goal is to give you clear, actionable information so you can manage your return with confidence.

The core RH return policy is designed to be straightforward for standard, in-stock items. Here’s the essential framework you should be aware of.

Standard Return Timeframe and Condition

For items that are not custom-made, RH generally allows returns within 30 days from the date of delivery. It’s crucial to initiate the return process within this window. The clock starts ticking the day your item arrives, not when you placed the order.

The item must be in its original, unused, and resalable condition. This means:

All original packaging, tags, and documentation must be included.
The item cannot show any signs of wear, installation, or damage.
For textiles like bedding or rugs, they should be unstained and unfaded.

Key Exceptions and Non-Returnable Items

Not everything can be sent back. The most significant exceptions involve customization and final sale items. Knowing these upfront can save you time and hassle.

Custom and Made-to-Order Items: This is the biggest exception. Furniture, lighting, and other products configured with your choice of fabric, finish, size, or other modifications are typically final sale. They are made specifically for you and cannot be resold.
Clearance and Final Sale Items: Any item marked as “final sale,” “clearance,” or “as-is” at the time of purchase is not eligible for return or exchange.
Monogrammed or Personalized Goods: Products that have been monogrammed, engraved, or otherwise personalized are considered final sale.
Gift Cards: These are non-returnable and cannot be redeemed for cash.
Used or Damaged Items: Items that are not in new condition will not be accepted.

How to Start a Return (Step-by-Step)

RH has moved primarily to a process where you must contact them to initiate a return. Here’s how to do it.

Gather Your Information: Have your order number and the specific item(s) you wish to return ready. It’s also helpful to have your original sales receipt or packing slip.
Contact RH Customer Service: You cannot start a return through your online account alone. You need to call RH or use the contact form on their website. The direct phone line for returns and service is the best route.
Receive Your Return Authorization: After discussing the return with an associate, they will provide you with a Return Merchandise Authorization (RMA) number and specific instructions. Do not ship anything back without this authorization.
Pack the Item Securely: Repack the item in its original packaging, including all fillers, boxes, and tags. If the original packaging is damaged, use a sturdy box with ample padding. Include a copy of the RMA instructions inside the box.
Ship the Package: Follow the shipping instructions provided by the RH associate. This usually involves using a specific carrier or service. Be sure to get and keep your tracking number.

What About Returns to a RH Gallery?

You can often return eligible items directly to an RH Gallery, Design Studio, or Outlet. Calling ahead to confirm is highly recommended, as not all locations may accept returns for items purchased online or from other galleries. Bring your order confirmation, ID, and the item in its original packaging.

Understanding Refunds and Restocking Fees

Once your return is received and inspected by RH, they will process your refund. Here’s what to expect.

Refund Method: Refunds are generally issued to the original form of payment. If you paid by credit card, it can take 5-10 business days for the refund to appear on your statement after RH processes it. For cash or check purchases, a company check will be mailed.
Restocking Fees: RH may charge a restocking fee for certain large or bulky items, such as some furniture or rugs. This fee, often a percentage of the item’s price, covers the cost of handling and refurbishing the product for resale. Always ask the customer service representative if any restocking fees apply to your specific return.
Deductions for Shipping: Original shipping charges are often non-refundable. Additionally, for returns not due to an RH error, you are typically responsible for the cost of return shipping. These charges may be deducted from your refund total.

Special Considerations for Large Furniture and Rugs

Returning a sofa, bed, or large area rug involves extra steps. Due to their size and weight, these items usually require special pickup arrangements.

Contact RH for Pickup Authorization: You cannot simply drop these off. You must call RH to schedule a pickup. They will coordinate with their white-glove delivery team or a designated carrier.
Prepare the Item: Ensure the item is fully disassembled (if applicable) and all parts are gathered. It should be in the same protective packaging it arrived in, if possible.
Be Present for Pickup: Someone must be present at the scheduled time to allow the crew access to the item. They will handle the loading and transportation.

Be aware that return shipping and pickup fees for large items can be substantial, sometimes exceeding $100 or more depending on your location and the item’s size. This is a critical factor to consider when deciding to return a bulky product.

The RH Outlet Return Policy

RH Outlets operate under a different, more restrictive policy than the main RH galleries and website.

All Sales Are Final: As a general rule, all purchases from an RH Outlet are final sale. This includes furniture, lighting, decor, and textiles.
No Returns or Exchanges: Outlet items are sold at a significant discount precisely because they are discontinued, overstocked, or have minor imperfections. Therefore, they do not accept returns or offer exchanges.
Inspect Before You Buy: It is imperative that you thoroughly inspect any Outlet item in person before completing the purchase. Check for any flaws, damages, or missing parts, as you will be taking the item “as-is.”

Tips for a Smooth Return Experience

A little preparation can make the return process much easier.

Keep Original Packaging: For at least the first 30 days, try to keep the original boxes and packaging materials for high-value items. This is especially important for electronics, fragile decor, and anything with many parts.
Act Quickly: Don’t wait until day 29 to decide. Initiate the return as soon as you know you won’t be keeping the item to ensure you’re within the window.
Document Everything: Take photos of the item as you pack it, showing its condition and that it’s securely packed. Keep your RMA number, tracking number, and the name of any customer service reps you speak with.
Read Your Order Confirmation: The fine print on your sales receipt or order confirmation email will reiterate the return policy and note if any items are final sale.

Frequently Asked Questions (FAQ)

How long do I have to return something to RH?

For standard, in-stock items, you have 30 days from the delivery date to initiate a return. Custom and final sale items are not returnable.

Can I return custom furniture from RH?

No. All custom, made-to-order, and monogrammed items are final sale under the RH return and exchange policy. This is because they are manufactured specifically to your specifications.

Does RH offer exchanges?

Yes, for eligible items. You need to contact customer service to arrange an exchange. The process often involves returning the original item and placing a new order for the replacement. Availability for the new item will need to be confirmed.

Who pays for return shipping to RH?

If the return is due to your change of mind or a non-defective issue, you are responsible for the return shipping costs, which may be deducted from your refund. If the return is due to an error on RH’s part (wrong item shipped, defective item), they will typically cover the return shipping.

What is the RH outlet return policy?

All sales at RH Outlets are final. They do not accept returns or exchanges. Customers are advised to inspect all outlet merchandise carefully before purchasing.

How long does an RH refund take?

After RH receives and inspects your return, it can take up to 10 business days to process the refund. The credit to your original payment method may then take an additional 3-5 business days to appear, depending on your bank or card issuer.

Can I return an online order to a RH store?

In many cases, yes, you can return eligible online purchases to a physical RH Gallery or Design Studio. It is strongly recommended that you call the specific location first to confirm they accept online returns and to understand any procedures they have.

Handling Damaged or Incorrect Shipments

If your item arrives damaged or is not what you ordered, the process is different from a standard return.

Inspect Immediately: Check all items as soon as they are delivered. Note any visible damage to the packaging or the product itself.
Document the Issue: Take clear, well-lit photographs of the damage, the packaging, and the shipping label.
Contact RH Right Away: Call customer service immediately—do not wait. Report the damage or error and provide the photos. They will often file a claim with the carrier and arrange for a replacement, repair, or pickup of the damaged item at no cost to you.

In these situations, RH typically covers all associated shipping costs and works to resolve the issue promptly. The 30-day window is less critical here, but prompt reporting is still essential.

Final Thoughts on Navigating Returns

The RH return policy is clear but has important nuances, especially regarding custom orders and large items. The key to a successful return is understanding these rules before you buy, particularly for big-ticket furniture. Always double-check if an item is customizable, as that makes it final sale.

When in doubt, the best course of action is to call RH customer service directly with your order details. They can give you the most accurate, up-to-date information for your specific situation. Keeping your paperwork organized and acting within the 30-day period will give you the best chance for a straightforward resolution. Remember, a smooth return often depends on following the initial steps correctly and maintaining clear communication with the company.