Understanding the Lazy Boy return policy is essential before making a big purchase. Knowing the rules can save you time, money, and a lot of stress if your new furniture isn’t quite right. This guide breaks down everything you need to know, from time limits to condition requirements, in simple, clear steps.
Furniture shopping is a big decision. You want to be confident that your investment is protected. Whether you’re concerned about comfort, size, or a change of heart, a solid return policy is your safety net. We’ll walk you through La-Z-Boy’s specific procedures so you can shop with peace of mind.
Lazy Boy Return Policy
The core La-Z-Boy return and exchange policy is designed to be customer-friendly, but it has specific conditions. It’s not a one-size-fits-all rule and varies depending on what you bought, where you bought it, and why you’re returning it. The most important factor is usually whether the item is in-stock or custom-order.
Generally, La-Z-Boy allows returns and exchanges within a specified period. However, custom furniture—anything made with your chosen fabric, finish, or configuration—is typically not eligible for return unless there is a defect or damage. Always double-check your sales receipt for the exact terms that apply to your purchase.
Key Timeframes for Returns
You need to act within certain deadlines. Here’s a basic outline:
* In-Stock Items: These are items available for immediate takeaway or quick delivery from store inventory. You usually have 30 days from the delivery date to initiate a return or exchange.
* Special Order/Custom Items: These are built to your specifications. These are generally final sale and cannot be returned simply because you changed your mind. Returns are only considered for manufacturing defects or shipping damage.
* Clearance or “As-Is” Items: These are almost always final sale with no returns accepted.
It’s crucial to note that timeframes can vary slightly by store, especially for franchise locations. The clock starts ticking on the day your item is delivered to your home, not the day you bought it in the store.
Condition Requirements for a Successful Return
To return an eligible item, it must be in like-new, resalable condition. This means:
* The item must be completely assembled (if it was delivered assembled).
* There must be no stains, odors, scratches, or damage of any kind.
* All original tags, manuals, and parts must be present.
* It should be in its original packaging if possible, though this can be difficult for large furniture.
If the item shows any signs of use or is not in pristine condition, the store may refuse the return or charge a significant restocking fee. They have to be able to sell it to another customer.
Step-by-Step: How to Process Your Return
Follow these steps to make your return go smoothly.
1. Locate Your Documentation. Find your original sales receipt or invoice. You will need the order number and proof of purchase. If you can’t find it, contact the store with your name and phone number used for the purchase.
2. Contact the Store. Call the specific La-Z-Boy store where you made the purchase. Do not call the general corporate number first, as they will direct you back to the store. Explain your situation and have your receipt ready.
3. Schedule a Pickup or Drop-Off. For large items, La-Z-Boy will usually schedule a pickup from your home. There may be a pickup fee involved, so ask about any charges. For smaller accessories, you might be able to bring them back to the store yourself.
4. Inspect the Item. When the drivers arrive to pick up the item, they will do a brief inspection for obvious damage. The final inspection happens back at the warehouse.
5. Receive Your Refund. Once the item is received and inspected, your refund will be processed. Refunds are typically issued to the original form of payment and can take 7-10 business days to appear on your statement.
Understanding Restocking Fees
One of the most common surprises is the restocking fee. For eligible returns that are not due to a La-Z-Boy error (like a wrong or defective item), you may be charged a restocking fee. This fee can range from 15% to 30% of the purchase price.
This fee covers the cost of inspecting, handling, and repackaging the furniture for resale. It’s applied because the item is no longer brand-new and has left the store. Always ask the store manager to confirm the exact restocking fee percentage before you start the return process.
Exchanges vs. Returns
If you like the quality of La-Z-Boy but need a different size, style, or fabric, an exchange is often simpler than a return. The process is similar, but instead of a refund, you will be credited for the value of the returned item (minus any fees) toward a new purchase. Exchanges for custom orders are very complex and may not be possible, so discuss all your options with the store.
What About Defective or Damaged Delivery?
This is a different situation entirely. If your La-Z-Boy furniture arrives with a manufacturing defect (like a broken mechanism, torn seam, or structural issue) or is damaged during delivery, you should not initiate a standard return.
Instead, you must report it immediately. Contact the store within 48 hours of delivery. They will start a warranty claim or damage inspection. La-Z-Boy will usually repair the item in your home or, if necessary, replace it. There are no fees for this service if the problem is verified as their fault.
The Role of the La-Z-Boy Warranty
The return policy is separate from the product warranty. La-Z-Boy furniture comes with a strong warranty that covers frames, springs, mechanisms, and recliner components for many years. The warranty is for repairs, not returns. If a problem arises after the return period has expired, the warranty is your next point of protection. Keep your warranty information in a safe place.
Many people confuse warranty service with the return policy. Remember: returns are for short-term dissatisfaction, warranties are for long-term product failures.
Navigating Common Return Scenarios
Let’s look at some specific situations you might encounter.
Returning a Recliner or Sofa
Large upholstered items are the most common returns. The biggest hurdle is the condition. If you’ve used the recliner for a month and decide it’s uncomfortable, but it’s in perfect condition, you may be able to return it within 30 days with a restocking fee. If it’s a custom fabric, you likely cannot return it. Always test floor models extensively and ask detailed questions before ordering custom.
Returning Furniture Bought Online
The policy for items bought on the La-Z-Boy website is similar to in-store purchases. You’ll need to contact Customer Service online or by phone to initiate a return. The main difference is that shipping costs for returns are often the customer’s responsibility, and these can be substantial for furniture. Be prepared for higher deductions due to shipping and handling.
Hassle-Free Return Tips
To make any potential return as easy as possible, follow these tips:
* Keep the plastic on. If you’re unsure, leave the plastic protective wrap on the cushions and fabric until you’re sure you’re keeping it. This prevents accidental stains and keeps it new.
* Avoid assembly if possible. If the item requires some assembly, hold off until you’re certain. An assembled item is harder to return.
* Take pictures upon delivery. Document the condition of the furniture as soon as it’s in your home. This provides proof if there’s a dispute about damage later.
* Ask questions before you buy. Clearly ask the sales associate, “What is the return policy for this specific item?” Get any special promises in writing.
Remember, the store manager has some discretion. If you’re polite and have a genuine reason, they may be more willing to work with you on a solution, even if it’s slightly outside the official policy.
Frequently Asked Questions (FAQ)
How long do I have to return a La-Z-Boy item?
For in-stock, non-custom items, you typically have 30 days from the delivery date. Custom orders are generally final sale.
Can I return a custom order La-Z-Boy sofa?
No, custom order furniture cannot be returned for a refund simply due to a change of mind. Returns are only approved for verified defects or damage occured during delivery.
Is there a restocking fee for returns?
Yes, most eligible returns are subject to a restocking fee, often between 15% and 30% of the product’s price. This fee is waived if the return is due to an error on La-Z-Boy’s part.
What if my furniture is delivered damaged?
Contact the store immediately, within 48 hours. Do not accept a damaged delivery without noting it. La-Z-Boy will arrange for repair or replacement at no cost to you.
Can I exchange my item for a different color?
Exchanges are possible for in-stock items, but for custom orders, exchanging the fabric is usually not possible once production has began. You would be essentially ordering a new piece.
Where do I start the return process?
Always start by contacting the specific La-Z-Boy store where you made the purchase. Have your receipt and order number ready.
How long does a refund take?
After the item is received and inspected at the warehouse, refunds to your original payment method usually take 7 to 10 business days to process.
In conclusion, the Lazy Boy return policy is structured to protect both the company and the customer. The key to a stress-free experience is understanding the difference between in-stock and custom orders, acting quickly within the time limits, and keeping your furniture in pristine condition if you have doubts. Always communicate directly with your local store and get clarification in writing if needed. Being an informed shopper is the best way to ensure you love your La-Z-Boy furniture for years to come.