If you’ve ever bought something from Restoration Hardware, you might have questions about their return process. Understanding the Restoration Hardware return policy is key to a smooth experience if your item isn’t quite right.
This guide will walk you through everything. We’ll cover time limits, condition rules, and how to start a return. You’ll know exactly what to expect, whether you bought online or in a store.
Restoration Hardware Return Policy
The core policy is designed to be fairly comprehensive, but it has important details you need to follow. The general rule is that most new, unused items in their original packaging can be returned within 30 days of receipt. It’s a good idea to always keep your original packing materials until you’re sure you’re keeping an item.
However, RH has several brands and product categories. Each can have its own specific rules. These exceptions are crucial to understand before you make a purchase, especially for big-ticket items.
Key Timeframes for Returns
The standard return window is 30 days. This count starts from the day you receive the item, not the day you ordered it. For in-store purchases, the 30 days starts from the purchase date.
- 30-Day Standard Return: Applies to most furniture, lighting, decor, and textiles.
- Final Sale Items: These cannot be returned or exchanged. They are clearly marked at the time of sale.
- Custom and Made-to-Order: These items are typically non-returnable and non-refundable unless there is a defect. Always double-check before ordering.
Condition and Packaging Requirements
To be eligible for a return, items must be in new, unused, and resalable condition. They also need to be in the original packaging. The packaging itself must also be in good shape.
- All tags, labels, and protective covers must be attached.
- Furniture cannot have any assembly, scratches, or marks.
- For upholstery, there must be no stains, odors, or wrinkles from trial use.
What Happens If the Box Is Damaged?
If the original shipping box is damaged, you should still keep it. Contact RH immediately for guidance. They may provide a replacement box or specific return instructions. Do not try to repackage a large item in a different box without their approval, as this can void the return eligibility.
How to Initiate a Return
The process differs slightly depending on where you made your purchase. Here are the step-by-step methods.
For Online Purchases
- Go to the Restoration Hardware website and log into your account.
- Navigate to “Order History” or “My Orders.”
- Find the order containing the item you wish to return and select “Return Item.”
- Follow the prompts to select the reason and generate a return authorization and shipping label.
- Repackage the item securely in its original packaging, affix the label, and schedule a pickup or drop it off at the designated carrier.
For In-Store Purchases
You can return items bought in a store to any Restoration Hardware gallery. Bring the item, the original packaging, your sales receipt, and the credit card used for purchase. The staff will process the return for you. This is often the fastest way to get a refund.
Return Shipping and Associated Fees
This is a common area of confusion. RH does charge a return shipping fee for items returned via pickup or drop-off. The fee varies based on the size and weight of the item.
- The fee is deducted from your refund total.
- In-store returns usually do not incur this fee.
- For defective or incorrect items, these fees are typically waived. You’ll need to contact customer service to resolve this.
Refund Methods and Timing
Once your return is received and inspected at the warehouse, processing begins. Refunds are issued to the original form of payment.
- Credit/Debit Cards: Refunds can take 7-10 business days to appear on your statement after processing.
- Check or Wire Payments: Refunds are issued by company check, which can take up to 14 business days to mail.
- You will receive an email confirmation once the refund has been initiated.
Special Category Exceptions and Rules
Not everything at RH follows the standard 30-day rule. Here are the critical exceptions you must know.
Furniture and Upholstery
Large furniture and sofas, chairs, and sectionals have the 30-day return window. However, due to their size, the return shipping process is more involved. RH will often arrange for a professional pickup. The return shipping fees for these items are substantial, sometimes hundreds of dollars, so it’s important to factor this in.
Rugs and Carpets
Rugs must be returned unused, unvacuumed, and without any pad marks. They must be rolled and secured exactly as they arrived. Special care is needed to avoid folds or creases that can damage the rug. The return shipping fee for large rugs is also significant.
Lighting and Bath Fixtures
Lighting and bath items are generally returnable within 30 days. All parts, bulbs, and mounting hardware must be included and untouched. For electrical items, they must not be installed or wired.
Custom, Made-to-Order, and Clearance Items
This is the most restrictive category. Because these products are made specifically for you, they are almost always final sale.
- Custom furniture, fabrics, or finishes are non-returnable.
- Made-to-order items are typically final sale.
- Clearance or “As-Is” items are sold with all sales final.
Always confirm the return status before completing your order for any customized product.
Outdoor and Garden
Outdoor furniture follows the standard policy but must be returned clean and free of weather exposure. Cushions must be unstained and dry. Any signs of use outdoors will likely result in the return being rejected.
Handling Damaged or Defective Items
If your item arrives damaged, defective, or is the wrong item, the process is different. You should not initiate a standard return. Instead, you need to report the issue immediately.
- Contact RH within 48 hours of delivery. Use the “Contact Us” page online or call customer service. Have your order number and photos ready.
- Document everything. Take clear, well-lit photos of the damage, the packaging, and the shipping label on the box.
- Do not discard any packaging. RH may need to inspect it or arrange a pickup.
- RH will then guide you through the next steps, which usually involve a replacement, repair, or a special return with all fees waived.
International Returns and Considerations
If you are ordering from outside the United States, the return policy may not apply. International sales are often handled through specific distributors and may be final sale. It is essential to contact RH or your local distributor before placing an international order to understand the return and warranty terms that apply to your region. Shipping costs for international returns are almost always the responsibility of the customer and can be prohibitively expensive.
Tips for a Hassle-Free Return Experience
Following these tips can save you time, money, and frustration.
- Read product descriptions carefully before buying, especially for custom items.
- Keep all packaging and documentation for at least the first 30 days.
- Inspect items immediately upon delivery. Don’t wait until day 29 to unbox a sofa.
- Consider in-store pickup if you live near a gallery, as returns might be easier.
- Be aware of the return shipping costs for large items; it can affect your decision.
- If you’re unsure about a piece, ask a design associate in-store or online about the specific return rules before you commit.
Frequently Asked Questions (FAQ)
Can I return a Restoration Hardware item without a receipt?
It is very difficult. If you paid with a credit card, they may be able to look up the purchase in-store. For online orders, you’ll need your order number. Without any proof of purchase, RH is unlikely to process a return or exchange.
What is RH’s exchange policy?
Exchanges follow the same rules as returns. You would process a return for the unwanted item and then place a new order for the item you want. This is because of inventory and pricing fluctuations. There is no direct “swap” process.
How long do RH refunds take?
After the warehouse receives and inspects your return, it takes about 7-10 business days for the refund to post to your original payment method. The initial processing at the warehouse can take a few days as well.
Does Restoration Hardware offer return pickup?
Yes, for large items that cannot be easily shipped back, RH will schedule a pickup from your home. You must initiate the return through your online account or customer service to arrange this. Remember, pickup fees apply for standard returns.
Are RH outlet purchases returnable?
Items purchased at a Restoration Hardware Outlet are typically final sale. This should be clearly stated at the time of purchase. Always ask an associate to confirm the policy for your specific item before buying at an outlet.
What if I miss the 30-day return window?
After 30 days, returns are generally not accepted. In very rare cases, you can contact customer service to explain your situation, but they are not obligated to accept the return. It’s best not to rely on an exception.
Can I return an item that was a gift?
If you have the gift receipt, you can process a return. The refund will usually be issued as store credit or a merchandise credit. Without a gift receipt, it is unlikely you can return the item.
Knowing the details of the Restoration Hardware return policy empowers you to shop with confidence. Always check the rules for your specific item, keep your packaging, and act quickly within the 30-day window. By following the steps outlined here, you can navigate any necessary returns smoothly and efficiently.