Understanding the City Furniture return policy is the first step to a stress-free shopping experience. Whether you’re buying a new sofa or a dining set, knowing the rules helps you shop with confidence. This guide explains everything you need to know about returns, exchanges, and warranties.
We’ll cover the timeframes, conditions, and steps for returning items. You’ll also learn about special rules for clearance items and custom orders. Our goal is to make this information clear and easy to follow.
City Furniture Return Policy
The core City Furniture return policy is designed to be straightforward. Most items can be returned within a specific period if they are in new condition. However, there are important exceptions and conditions you must be aware of.
Let’s break down the key components of the policy so you know exactly what to expect.
Standard Return Timeframe and Conditions
For regular, in-stock merchandise, City Furniture typically allows returns within 30 days of delivery. The item must be in its original, unused, and unassembled condition. All original packaging and tags should be intact.
Here are the main conditions for a standard return:
- Proof of Purchase: You must provide your original sales receipt or order confirmation.
- Original Condition: The item cannot show any signs of wear, damage, or assembly.
- Packaging: Having the original boxes and packing materials is highly recommended and sometimes required for larger pieces.
- Return Authorization: You usually need to contact customer service to initiate the return and get a Return Merchandise Authorization (RMA) number.
What Items Are Final Sale?
Not everything at City Furniture is eligible for return. Some items are marked as final sale at the time of purchase. This is a critical part of the City Furniture return policy to understand before you buy.
- Clearance Items: Products sold on clearance are almost always final sale.
- Custom Orders: Furniture that is customized for you, such as a special fabric or size, cannot be returned.
- Mattresses & Bedding: For hygiene reasons, these items are typically non-returnable unless defective. Always check the specific mattress warranty.
- Opened Electronics: Once an electronic accessory is opened, it may not be returnable.
- Gift Cards: These are non-returnable and cannot be redeemed for cash.
How to Start a Return or Exchange
If your item is eligible, follow these steps to begin the return process. Doing it correctly ensures a smoother and faster resolution.
- Contact Customer Service: Call or email City Furniture’s customer service team within the return window. Have your order number and receipt ready.
- Explain Your Reason: Clearly state why you are returning the item. This helps them assist you better.
- Get Instructions: The team will tell you if you need to bring the item to a store or if they will schedule a pickup. They will provide an RMA number.
- Prepare the Item: Carefully repackage the furniture using all original materials. Attach the RMA number to the outside of the box.
- Complete the Return: Either drop off the item at a designated location or be present for the scheduled pickup.
Return Pickups and Restocking Fees
For large furniture that was delivered, City Furniture will often schedule a pickup from your home. This is a convenient service, but it may come with a fee.
A common question is about restocking fees. City Furniture generally does not charge a restocking fee for standard returns that meet all conditions. However, if an item is returned incomplete, damaged, or outside the policy, a fee may be applied to cover handling. The fee, if applicable, is typically a percentage of the product’s price and will be deducted from your refund.
Refund Methods and Timing
Once your return is received and inspected, the refund process begins. The timing depends on your original payment method.
- Credit/Debit Card: Refunds are usually processed back to your card within 7-10 business days after the return is approved. It may then take your bank a few more days to post it.
- City Furniture Credit Card: Refunds will be credited to your store card account.
- Cash or Check: Refunds for these payments are often issued as a company check mailed to your address, which can take longer.
- Gift Receipts: Returns with a gift receipt will typically receive store credit.
The Exchange Process
If you want a different item instead of a refund, you can request an exchange. The process is similar to a return.
You will still need to initiate the return for the original item. Once the return is processed, you can purchase the new item. Sometimes, if the new item is more expensive, you can pay the difference during the exchange process to streamline things. It’s best to ask customer service about the easiest way to handle your specific exchange.
Damaged or Defective Item Policy
The City Furniture return policy has a specific procedure for items that arrive damaged or are defective. This is different from a standard return.
- Inspect Immediately: Check all items thoroughly as soon as they are delivered. Note any damage on the delivery paperwork before the driver leaves.
- Contact Customer Service Promptly: Report the damage or defect within 24-48 hours. Provide photos and a description of the issue.
- Resolution Options: City Furniture will usually offer to repair the item, replace it with the same model, or, if that’s not possible, provide a refund. They handle the logistics and costs for defective item replacements.
Special Orders and Custom Furniture
As mentioned, custom orders are a significant exception. When you order furniture with a specific fabric, finish, or dimension, it is made just for you. Therefore, it cannot be resold and is non-returnable.
Before confirming a custom order, double-check all selections. Make sure you understand that the sale is final. Sales associates should clearly explain this at the time of purchase.
Warranty Information vs. Return Policy
It’s important to distinguish between the return policy and the manufacturer’s warranty. The return policy covers a short period after purchase (like 30 days). A warranty covers defects in materials or workmanship for a much longer period, often 1, 5, or even 10 years.
If you discover a defect after the return window has closed, you must file a warranty claim. Contact City Furniture with your receipt and details, and they will guide you through the manufacturer’s warranty process, which may involve repair parts or a service technician visit.
Tips for a Smooth Return Experience
Following these tips can help ensure your return is accepted without any issues.
- Keep All Packaging: For at least the first 30 days, store the original boxes and packing materials in a garage or basement.
- Save Your Paperwork: File your receipt and order confirmation in a safe place immediately after purchase.
- Act Quickly: Don’t wait until day 29 to decide. Inspect and assemble furniture early to make sure it works for your space.
- Be Prepared for Pickup Fees: If you initiated the return because you simply changed your mind, be aware that a pickup fee might apply for large items.
- Read the Fine Print: Always ask if an item is final sale before buying, especially if it’s on clearance.
Frequently Asked Questions (FAQ)
How long do I have to return furniture to City Furniture?
For most standard, in-stock items, you have 30 days from the delivery date to initiate a return. The item must be in new, unassembled, and unused condition.
Can I return a custom sofa to City Furniture?
No. Custom ordered furniture, including sofas with special fabric or modifications, are final sale and cannot be returned under the City Furniture return policy. This is because they are made specifically for your order.
Does City Furniture charge a restocking fee?
Typically, no. City Furniture generally does not charge a restocking fee for returns that comply with their policy. However, fees may apply if items are returned damaged, incomplete, or outside the return window.
What if my City Furniture delivery is damaged?
Inspect items on delivery and note any damage on the driver’s paperwork. Then, contact City Furniture customer service within 24-48 hours with photos. They will arrange for a repair, replacement, or refund for the damaged piece.
How do I get a refund from City Furniture?
Refunds are issued to the original payment method once the return is received and inspected. Card refunds take 7-10 business days to process, plus bank posting time. Checks by mail take longer.
Can I exchange an item instead of returning it?
Yes, exchanges are possible for eligible items. You start the standard return process and then purchase the new item. In some cases, customer service can coordinate both transactions together.
Are mattresses returnable at City Furniture?
Due to health and hygiene reasons, mattresses are generally not returnable unless they have a manufacturing defect. Your purchase will be covered by the manufacturer’s warranty for defects. Always confirm the mattress return policy at the time of purchase.
Contacting Customer Service
If you have questions about your specific situation, the best course of action is to contact City Furniture directly. You can find the customer service phone number and contact form on their official website. Having your order number and receipt on hand will make the conversation much more efficient.
Remember, policies can be updated, so it’s always a good idea to verify the current City Furniture return policy details on their website or by asking a sales associate before you make a purchase. Knowing these guidelines helps protect your investment and ensures you feel good about your furniture choices.