Joss And Main Return Policy

If you’re shopping for furniture or home decor, understanding the Joss and Main return policy is key to a confident purchase. This guide explains everything you need to know about returns, exchanges, and what to expect.

Joss and Main offers a return policy designed with the online furniture shopper in mind. Since you can’t see items in person before buying, they provide a window to return eligible items that don’t work for your space. It’s important to note that their policy has specific timeframes, conditions, and some notable exceptions for large or custom items.

Key Details of the Return Policy

Before initiating a return, you should review these core components. Missing a detail could result in a restocking fee or a non-returnable item.

Return Window: You have 30 days from the date of delivery to initiate a return for most eligible items.
Condition Requirement: Items must be in their original, unused, and unassembled condition with all tags and packaging intact.
Return Fees: A 20% restocking fee is deducted from your refund for most returns. Return shipping costs are also typically the customer’s responsibility.
Non-Returnable Items: This is a critical category. It includes final sale items, monogrammed/customized products, used or assembled furniture, and certain large items as noted on the product page.

Step-by-Step Return Process

Follow these steps to ensure your return is processed smoothly and without unnecessary delays.

Log into Your Account: Go to the Joss and Main website and log into the account you used to place the order.
Navigate to Your Orders: Find the “Your Orders” section to view your recent purchases.
Select the Item: Choose the specific item you wish to return from the order list.
Initiate the Return: Click the “Return Item” button and follow the on-screen prompts. You’ll need to select a reason for the return.
Review Fees & Instructions: The system will display any applicable restocking fees and provide you with return shipping instructions and a return authorization (RA) number. You must use this RA number.
Package the Item Securely: Repack the item in its original packaging with all included parts and manuals. Attach the provided return label.
Ship the Package: Drop off the package with the designated carrier. Keep your tracking number safe.
Await Processing: Once the warehouse receives and inspects your return, your refund will be processed. This can take several business days after arrival.

Understanding Refunds and Restocking Fees

Refunds are issued to the original form of payment. The 20% restocking fee is applied before the refund amount is calculated. For example, if you return a $500 item, a $100 restocking fee is deducted. You would receive a $400 refund, minus any return shipping costs you paid upfront.

Please allow 10-14 business days for the refund to appear on your credit card or bank statement after it’s processed. The timing depends on your financial institution.

Exchanges vs. Returns

Joss and Main does not offer direct exchanges. If you want a different item, you must process a return for the original item and then place a new order for the item you want. This is important to plan for, as you will need funds available for the new purchase before the refund for the first item is complete.

What If the Item is Damaged or Defective?

If your item arrives damaged, defective, or with missing parts, you must contact Joss and Main Customer Service within 48 hours of delivery. Do not initiate a standard return. They will likely request photos of the damage or issue and will then guide you through a replacement or repair process, often at no cost to you.

Special Rules for Large and Oversized Items

This is one of the most important parts of the policy. Many large furniture items, like sofas, sectionals, beds, and dining tables, are marked as “Non-Returnable” or “Final Sale” on their product page. You must check this before purchasing.

White Glove Delivery Items: Items delivered with in-home service may have different return procedures. The delivery team can sometimes note damage at the time of delivery, which is crucial for claims.
Clearance & Final Sale: All clearance items are typically final sale and cannot be returned for any reason.

Tips for a Hassle-Free Return Experience

A little preparation can make the return process much simpler.

Save All Packaging: Keep the original boxes and packing materials for at least the first 30 days. It’s nearly impossible to return an item without them.
Inspect Immediately: Unpack and inspect your item as soon as possible after delivery. This gives you time to decide and to report any shipping damage quickly.
Take Photos: If there’s any issue, take clear, well-lit photos before you contact customer service.
Read Product Descriptions Carefully: Always look for the “Returnable” or “Non-Returnable” tag on the product page before you click “Add to Cart.”

What About Cancelling an Order?

You can cancel an order if it hasn’t entered the shipping process. To check, go to “Your Orders” and see if a cancellation option is available. If the “Cancel” button is gone, the order is likely preparing for shipment and cannot be cancelled. In that case, you would need to wait for delivery and then process a return.

Contacting Customer Service

For issues beyond a standard return—like damage, wrong item received, or missing parts—you’ll need to contact customer service directly. The best method is through the “Contact Us” page on their website. Have your order number, product details, and photos ready.

How This Policy Compares to Other Retailers

Joss and Main’s policy is fairly standard for online furniture retailers. The 30-day window is common, and restocking fees for large items are industry-standard. The key difference is the prominence of non-returnable, final sale furniture. Some competitors may offer a longer window or lower fees on certain items, but many have similar restrictions on customized or oversized goods.

Frequently Asked Questions (FAQ)

How long do I have to return an item to Joss and Main?

You have 30 days from the delivery date to initiate a return for eligible items.

Does Joss and Main have a restocking fee?

Yes, a 20% restocking fee is applied to most returns. This is deducted from your refund amount.

What items are non-returnable at Joss and Main?

Final sale items, customized or monogrammed products, used/assembled furniture, and many large furniture pieces (as marked on the product page) cannot be returned.

Can I exchange an item for a different one?

Joss and Main does not do direct exchanges. You need to return the original item and place a separate order for the new item.

Who pays for return shipping?

The customer is typically responsible for the cost of return shipping, which is often deducted from the refund or paid upfront when you generate the label.

How are refunds processed?

Refunds are issued to your original payment method after the returned item is received and inspected. It can take 10-14 business days to appear on your statement.

What if my item arrived damaged?

Contact Joss and Main Customer Service within 48 hours of delivery with photos of the damage. They will arrange a repair, replacement, or return at no cost to you.

Can I cancel my Joss and Main order?

You can cancel an order if it hasn’t started processing for shipment. Check your order status online for a cancellation option.

Do I need the original box to return an item?

Yes, items must be returned in their original, undamaged packaging with all parts and manuals to be accepted.

What is the return policy for Joss and Main outlet items?

All outlet or clearance items are considered final sale and are not eligible for return under any circumstances.

Making Informed Purchases

The Joss and Main return policy is structured to protect both the company and the customer, but it requires you to be an informed shopper. Always double-check the returnability of an item, especially for large investments like sofas or beds. Read reviews, examine product dimensions carefully, and consider the fabric or material samples if available.

By understanding the 30-day window, the 20% restocking fee, and the significant list of non-returnable items, you can shop with greater confidence. Remember to inspect deliveries promptly and save all packaging. If you follow these guidelines, you’ll be well-prepared in case a item doesn’t work out in your home. Knowing the policy details helps ensure that your experience with Joss and Main is a positive one, even if a return becomes necessary.