Understanding the American furniture return policy before you buy can save you a lot of hassle and money. This guide breaks down everything you need to know, from time limits to restocking fees, so you can shop with confidence.
American Furniture Return Policy
Most major American furniture retailers have a return policy, but the details vary widely. It’s not like returning a shirt or a small appliance. Furniture is big, expensive, and often customized. Knowing the specifics of the American furniture return policy for the store you’re buying from is the single most important step you can take.
This article will walk you through the common elements of these policies. We’ll cover what to look for, questions to ask, and how to avoid common pitfalls. Let’s get started.
Why Furniture Return Policies Are So Strict
Furniture retailers have strict policies for a few key reasons. First, the sheer size and weight of items makes shipping them back incredibly costly. Second, furniture is easily damaged during transit, making resale difficult. Finally, many pieces are made-to-order or assembled, which removes them from standard inventory.
Because of this, most stores will not offer a full refund for simply changing your mind. They are designed to protect the business while offering a fair solution for defective or damaged goods.
The 7 Key Components of a Return Policy
When you’re reviewing a store’s policy, look for these seven critical parts. Missing information on any of these is a red flag.
1. Time Frame for Returns
This is the most common limit. Standard return windows for furniture can be anywhere from 24 hours to 90 days. The industry average is often 30 days from delivery. Some stores have different rules for different items, like 48 hours for clearance or 7 days for special orders.
- Short Window (3-7 days): Common for custom orders, clearance, or “as-is” items.
- Standard Window (30 days): The most typical timeframe for standard stock items.
- Extended Window (60-90+ days): Often a promotional perk or a signature of customer-friendly brands.
2. Condition Requirements
The item usually must be in its original, sellable condition. This means:
- All original packaging and manuals are present.
- No scratches, dents, stains, or assembly damage.
- It has not been used or altered in any way.
Even a small stain from assembly can void your return eligibility. It’s crucial to inspect items immediately upon delivery.
3. Original Proof of Purchase
You will always need your receipt, invoice, or order number. For credit card purchases, some stores can look it up. For cash or gift receipts, the paper trail is essential. Keep all documents in a safe place until you are certain you’re keeping the furniture.
4. Restocking Fees
This is a fee charged by the retailer to process your return and attempt to resell the item. It’s very common in furniture and can range from 10% to 50% of the purchase price.
- 15-20%: A typical restocking fee for standard returns.
- 25-50%: Common for special orders, custom fabrics, or opened mattresses.
- 0%: A customer-friendly policy, sometimes during sales promotions.
Always ask, “Is there a restocking fee?” before you finalize your purchase.
5. Return Shipping and Pickup Costs
This is a major cost factor. Who pays to get the large item back to the warehouse?
- Customer-Paid: You arrange and pay for shipping, which can be hundreds of dollars.
- Store-Pickup (with fee): The store schedules a pickup but charges you a flat fee (e.g., $99).
- Free Pickup/Return: The best-case scenario, often for defective items or the retailer’s error.
6. Refund Method
How and when do you get your money back? Refunds are rarely instant.
- Original Payment Method: Most common. It can take 5-10 business days to appear on your card.
- Store Credit: Often issued faster and sometimes without a restocking fee.
- Check by Mail: Less common and adds more processing time.
7. Exceptions and Non-Returnable Items
Some items are almost always final sale. Be extra careful with these:
- Custom or made-to-order furniture (specific fabric, size, finish).
- Clearance, floor models, or “as-is” items.
- Mattresses (once the plastic wrap is removed, for health reasons).
- Items assembled or installed by the store (may require a service call to uninstall).
Step-by-Step Guide to Returning Furniture
Follow these steps to ensure a smooth return process.
Step 1: Review the Policy (Before You Buy)
Don’t wait until you want to return something. Find the policy on the retailer’s website, usually in the footer. Read it thoroughly and save a copy. If it’s unclear, call customer service and ask specific questions.
Step 2: Inspect Immediately Upon Delivery
The moment your furniture arrives, inspect it carefully. Check for damage, color accuracy, and function. Take timestamped photos of any issues. If there is clear damage or a defect, refuse delivery or note it on the driver’s bill of lading. This creates an immediate record.
Step 3: Initiate the Return Promptly
If you decide to return, don’t wait. Contact the store within the return window. Delaying can cost you your eligibility. Have your order number, item details, and reason for return ready.
Step 4: Understand the Costs
Ask the representative to outline all potential costs: restocking fee, pickup fee, and any original delivery charges that may not be refundable. Get this quote in writing via email if possible.
Step 5: Prepare the Item for Pickup
Disassemble the furniture if you can, following the instructions in reverse. Place all parts, hardware, and manuals back into the original packaging. If the packaging is gone, protect the item thoroughly with moving blankets or plastic wrap to prevent damage during transit.
Step 6: Be Present for Pickup
Be home during the scheduled pickup window. The driver will usually inspect the item briefly. Get a receipt or confirmation number from the driver proving they collected it.
Step 7: Track Your Refund
Note the promised refund timeline. If your refund hasn’t appeared after that period, contact the store with your pickup confirmation number. Keep all communication until the refund is complete.
Special Considerations: Mattresses, Custom Orders, and Floor Models
Mattress Return Policies
Mattress returns are a world of their own. Most companies offer a “sleep trial” (e.g., 100 nights) instead of a traditional return. However, there are usually conditions:
- You must keep the mattress for a mandatory break-in period (often 30 days).
- A donation pick-up is arranged instead of returning the used mattress.
- You are refunded after the charity verifies pickup.
- There may be a trial fee deducted from your refund.
Always, always read the fine print on mattress trials.
Custom and Made-to-Order Furniture
These items are built specifically for you and are almost always non-returnable. Exceptions are only made for major defects in workmanship. Be 100% sure of fabric swatches, finish samples, and dimensions before ordering. Some stores have a no-cancellation policy once production begins (often 24-48 hours after order).
Floor Models and Clearance Items
Buying a floor model can mean great savings, but it’s typically “final sale” or “as-is.” Inspect it meticulously in the store. Note any scratches or flaws on your receipt before you leave. There is usually no return option once it leaves the store.
How to Dispute a Problem or Denied Return
If you believe your return is valid (e.g., for a defect) and the store is refusing, you have options.
- Escalate: Ask to speak to a manager or the customer service supervisor.
- Document: Provide your photos, communication records, and receipt.
- Credit Card Chargeback: If you paid by credit card, you can dispute the charge with your bank. Provide them all your documentation. This should be a last resort.
- Better Business Bureau (BBB) or Review: Filing a complaint with the BBB or leaving a detailed, factual review can sometimes prompt a response from corporate.
Tips for a Hassle-Free Furniture Shopping Experience
- Measure Twice, Buy Once: Ensure the piece fits your space and doorways.
- Get Samples: Order fabric, finish, or paint samples to see them in your home’s lighting.
- Read Reviews: Look for reviews that specifically mention the return experience.
- Consider Delivery Insurance: Some retailers offer it for accidental damage during assembly.
- Keep Everything: Store all boxes, packing materials, and documents until you’re sure.
FAQ: American Furniture Return Policies
What is a typical furniture return policy?
A typical policy lasts 30 days, requires the item to be in new condition, and often includes a restocking fee of 15-20%. Custom items and mattresses have much stricter rules.
Can I return assembled furniture?
Usually, yes, but you are responsible for disassembling it and packing it safely for return. Some stores charge a higher fee for assembled returns due to the extra handling required.
Do furniture stores offer exchanges?
Most do, and an exchange for a different item can sometimes waive the restocking fee. You will still be responsible for any price difference and additional delivery charges.
What if my furniture arrives damaged?
This is considered a shipping or manufacturer defect. Contact the store immediately. They should cover the cost of repair, replacement, or return. Take clear photos as soon as you discover the damage.
Are there any stores with a good return policy?
Some larger retailers are known for more flexible policies, often offering 60-90 day returns or low restocking fees. However, these policies can change, so always verify the current terms before purchasing.
In conclusion, the key to navigating any American furniture return policy is knowledge. By understanding the common rules, asking the right questions before you buy, and acting quickly if there’s a problem, you can protect your investment. Always prioritize stores with clear, fair policies and remember that the cheapest price might come with the most restrictive return terms. Taking these steps will give you peace of mind and help you furnish your home with confidence.