Rooms To Go Return Policy

If you’ve recently bought furniture and need to make a change, understanding the Rooms To Go return policy is your first step. This guide breaks down everything you need to know, from time limits to the condition your items must be in for a successful return or exchange.

Knowing the rules before you start the process can save you time and frustration. We’ll cover the key details for standard purchases, clearance items, and even what happens with damaged deliveries. Let’s get into the specifics so you can handle your return with confidence.

The standard Rooms To Go return policy allows for returns and exchanges within 30 days of your purchase or delivery date. This applies to items that are in new, unused, and resalable condition, with all original tags and packaging intact. It’s a fairly standard window for large furniture retailers.

However, there are several important exceptions and conditions that can affect your eligibility. The policy differs significantly for clearance merchandise, custom orders, and items bought through different sales channels. Always check your original sales receipt or invoice for the specific terms that apply to your purchase.

Key Conditions for Returns

To have a smooth return experience, your item must meet these criteria:

30-Day Window: The clock starts on the day you receive the item, not necessarily the day you bought it in the store.
Original Condition: Furniture must be unassembled, unused, and show no signs of wear. It needs to look exactly as it did when it arrived.
All Parts Included: Every piece of hardware, cushion, and the manual must be present. Don’t throw away the box until you’re sure you’re keeping the item.
Proof of Purchase: You must provide your original receipt, order confirmation email, or your order number. They can look it up with your phone number in some cases too.

What Items Are Final Sale?

Some purchases are explicitly non-returnable. Pay close attention to these categories:

Clearance Items: These are typically marked “As-Is” or “Final Sale.” They are sold with all sales being final, so no returns or exchanges are accepted.
Custom Orders: Furniture made to your specific fabric, finish, or size choices cannot be returned unless they are defective.
Mattresses & Bedding: For hygiene reasons, these items are almost always final sale unless there is a manufacturing defect.
Opened Electronics: Any lamps or accessories with electronics that have been removed from their packaging may not be eligible.

The Return Process: Step-by-Step

Follow these steps to initiate a return with Rooms To Go:

Gather Your Documents: Find your receipt, order number, and a valid photo ID. Your ID is often required for processing.
Contact Customer Service: Call the store where you made the purchase or the main customer service line. Do not just show up at the store with the item, as they may need to prepare for the return.
Explain Your Reason: Clearly state whether you want a refund, exchange, or store credit. Having a clear reason helps them assist you faster.
Schedule Pickup or Drop-off: For large furniture, Rooms To Go will usually schedule a pickup from your home. For smaller items, you may need to bring them to a store or distribution center.
Inspect the Item: When the pickup team arrives, they will do a quick inspection to verify the condition before loading it.
Receive Your Refund: Once the return is processed at the warehouse, your refund will be issued to your original payment method. This can take 7-10 business days.

Understanding Restocking Fees

One of the most common surprises is a restocking fee. Rooms To Go may charge a restocking fee for returns, especially for large items or if the return is not due to a defect or error on their part. The fee is typically a percentage of the purchase price.

Always ask the customer service representative if a restocking fee will apply to your specific return. This fee covers the cost of inspecting, repackaging, and restocking the furniture, as it can no longer be sold as brand new. Getting this information upfront prevents unexpected deductions from your refund amount.

Exchanges vs. Returns

If you like an item but it’s the wrong color or size, an exchange might be a better option than a full return. The process is similar, but instead of a refund, you’ll be getting a replacement item.

You will still need to meet the 30-day and condition requirements. Often, the exchange is handled as a return of the old item and a new purchase for the replacement. You may be responsible for a second delivery fee unless the initial delivery was incorrect or defective. Be sure to clarify all costs before confirming the exchange.

Damaged or Defective Items Upon Delivery

If your furniture arrives with damage or a clear manufacturing defect, the process is different. You should not accept the delivery if the damage is visible and severe. For damage discovered after assembly, contact Rooms To Go immediately.

They will usually send a technician to assess the damage and attempt a repair first. If the item cannot be repaired satisfactorily, they will arrange for a replacement or, as a last resort, a return with no restocking fees. Document the damage with photos and notes as soon as you see it.

Special Orders and Custom Furniture

As mentioned, custom orders have very strict rules. Because these pieces are made specifically for you, they cannot be resold to another customer. Therefore, returns are only accepted if the item is defective or if Rooms To Go made an error in the order.

Double-check all specifications and fabric samples before finalizing a custom order. Once production begins, you are committed to the purchase. There’s no easy way around this policy, so be certain about your choices.

Returning Online Purchases

Returns for items bought on the Rooms To Go website follow the same core policy but with a few nuances. You must initiate the return through your online account or by calling the online customer service line, not necessarily through a physical store.

You are responsible for the return shipping costs unless the return is due to an error on their part. These costs can be significant for furniture, so factor that into your decision. The online team will guide you on whether to ship the item back or if a local pickup can be arranged.

Using the Rooms To Go Protection Plan

Rooms To Go offers extended protection plans on many items. These plans are not return policies, but they do cover repairs for accidental damage, stains, and mechanical breakdowns after the manufacturer’s warranty expires.

If you have a protection plan and need to use it, you’ll contact the plan administrator directly, not necessarily the store. Keep your protection plan documents in a safe place, as they are separate from your receipt. It’s a good idea to understand what your plan covers before you need it.

Tips for a Hassle-Free Return

Act Quickly: Don’t wait until day 29 to decide. Start the process as soon as you know you want to return.
Keep Everything: Store all packaging, plastic covers, and tags in a safe place until you’re sure.
Take Pictures: If you’re returning due to damage or a defect, photograph the issue from multiple angles.
Know Your Rights: Your state may have specific consumer protection laws that affect return policies for large purchases.
Be Polite but Persistent: Customer service agents are more likely to help find a solution if you’re calm and clear about the problem.

Common Reasons Returns Get Denied

Avoid these pitfalls to ensure your return is accepted:

Missing Tags or Packaging: Removed tags are a clear sign the item was used.
Assembly: If you’ve fully assembled a piece, it’s much harder to return. Check parts in the box first.
Pet Hair or Odors: Even if unused, if an item smells like smoke or has pet hair, it will be rejected.
Past the 30-Day Mark: The deadline is firm, with very few exceptions.
No Proof of Purchase: Always keep your receipt until you are completely satisfied with the purchase.

Alternatives to a Full Return

If a return isn’t possible, you still have options:

Store Credit: Sometimes, they may offer store credit even if a cash refund is off the table. This can be a good compromise.
In-Store Repair: For minor defects, a repair might solve the problem without the hassle of a return.
Sell It Yourself: For custom or final sale items, selling the piece on a local marketplace might help you recoup some cost.
Ask for a Discount: If you’re willing to keep a slightly damaged item, you can ask for a partial refund or discount instead of a full return.

Frequently Asked Questions (FAQ)

How long do I have to return furniture to Rooms To Go?

You generally have 30 days from the date of delivery to initiate a return for items in new and unused condition. Always confirm the exact return window on your sales receipt.

Does Rooms To Go charge a restocking fee?

They may charge a restocking fee for non-defective returns. The amount can vary, so it’s crucial to ask about any potential fees before you start the return process to avoid surprises.

Can I return clearance items at Rooms To Go?

No, clearance items are almost always marked as final sale. This means all sales are final, and returns or exchanges are not accepted for these discounted pieces.

What if my Rooms To Go furniture arrives damaged?

Contact Rooms To Go customer service immediately. Do not refuse delivery unless the damage is extreme, as this can complicate the process. They will typically send a repair technician or arrange for a replacement.

How do I return something I bought online?

Start by calling the online customer service number or using the online portal. You will be responsible for return shipping costs unless the return is due to an error on their part, such as sending the wrong item.

Can I exchange an item for a different color?

Yes, exchanges are possible within the 30-day window if the item is in new condition. You will likely need to process it as a return and a new purchase, and additional delivery charges may apply.

What items cannot be returned to Rooms To Go?

Custom orders, clearance items, mattresses, and opened electronics are typically non-returnable. Always verify the return eligibility of specific items before you buy, especially during sales events.

In summary, the Rooms To Go return policy is centered on a 30-day window for items in pristine condition. The key to success is acting fast, keeping all original materials, and understanding the exceptions for custom and clearance goods. By following the steps outlined here and asking the right questions, you can navigate your return or exchange effectively. Remember, clear communication with their customer service team is the best way to resolve any issues and find a solution that works for your situation.