If you’ve bought something from Value City Furniture and need to send it back, understanding the Value City Furniture 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, so you can handle your return or exchange smoothly and without stress.
We’ll cover the key differences between returning items you’ve picked up in-store versus those delivered to your home. You’ll learn about restocking fees, how to start the return process, and what to do if your furniture arrives damaged. Knowing these details upfront can save you time and ensure you have the right expectations.
Value City Furniture Return Policy
The core of the Value City Furniture return policy allows for returns and exchanges within a specific timeframe. Generally, you have 14 days from the date you receive your furniture to initiate a return. It’s crucial to note that this policy applies to items in new, unused, and unassembled condition, with all original packaging and tags intact.
For items purchased online and picked up at a store, the return timer typically starts on the day you collect your order. For home deliveries, the clock starts on the delivery date. Always keep your original sales receipt or order confirmation, as you will need it to process any return or exchange.
What Items Can Be Returned?
Most furniture and home decor items from Value City Furniture are eligible for return under the standard policy. This includes sofas, chairs, tables, bedroom sets, and accessories like lamps and rugs. However, the item must be in a resellable state.
This means:
- No signs of use, wear, or assembly.
- All parts, hardware, and instruction manuals are present.
- The original packaging is in good condition and used for the return.
What Items Cannot Be Returned?
Certain items have different rules or are final sale. It’s important to check your receipt or ask at the time of purchase. Typically, the following are non-returnable:
- Clearance, “as-is,” or specially discounted items.
- Custom-ordered furniture or special orders where you selected a specific fabric or finish.
- Mattresses, bed pillows, and other sleep items due to health regulations (unless defective).
- Items that have been assembled, used, or altered in any way.
Understanding Restocking Fees
A significant part of the Value City Furniture return policy is the restocking fee. If you are returning an item simply because you changed your mind, a restocking fee will usually apply. This fee is often a percentage of the item’s purchase price and helps cover the cost of processing and repackaging the furniture for resale.
The fee can vary, but it’s commonly around 15% to 20%. Some locations may wave this fee if you are exchanging for a different item of equal or greater value. Always confirm the exact restocking fee amount with your local store before initiating a return.
Step-by-Step Return Process
Following the correct steps makes the return process much easier. Here is a straightforward guide to returning an item to Value City Furniture.
Step 1: Gather Your Documents and Item
First, locate your original sales receipt or invoice. Make sure the item is in its original condition, with all packaging materials. If any parts are missing or the packaging is damaged, your return may be refused or subject to additional fees.
Step 2: Contact Your Local Store
You cannot just show up with a large piece of furniture. You need to call the Value City Furniture store where you made the purchase. Explain that you wish to make a return and provide them with your order number or receipt details. They will confirm the item is eligible and may provide you with a Return Authorization Number.
Step 3: Transport the Item Back
For in-store pickups, you are responsible for bringing the item back to the store. For home delivery items, you typically need to arrange and pay for the return shipping yourself. In some cases, for a fee, the store might be able to schedule a pickup from your home. This is something you must ask about when you call.
Step 4: Complete the Return at the Store
Bring the item, all packaging, and your receipt to the customer service desk. They will inspect the item and process your refund. If you paid with a credit card, the refund will usually be issued back to that card and can take several business days to appear on your statement. For cash or debit purchases, you may receive a store credit or check.
Special Cases: Damaged or Defective Furniture
The standard Value City Furniture return policy is for change-of-mind returns. But what if your furniture arrives with damage or has a manufacturing defect? This is handled through a separate claims process.
Inspect Delivery Immediately
When your furniture is delivered, inspect it thoroughly before the delivery team leaves. Check for any scratches, dents, broken parts, or fabric flaws. If you notice any damage, point it out to the delivery personnel immediately and note it on the delivery paperwork. Do not sign for the delivery as “accepted” without noting the issues.
Contact Customer Service Promptly
If you discover damage after the delivery team has left, contact Value City Furniture customer service right away. There is usually a specific timeframe (like 48 hours) to report hidden or discovered damage. Have your order number, photos of the damage, and a description of the problem ready.
Resolution Options for Defects
For damaged or defective items, Value City Furniture will typically offer one of three solutions:
- Repair: They may send a technician to your home to repair the damage.
- Replacement: They might send a replacement part or an entirely new piece of furniture.
- Return/Refund: If repair or replacement isn’t possible, they will arrange a return with no restocking fees and issue a full refund.
Exchange Policy: Swapping for a Different Item
If you like an item but want a different color, size, or style, an exchange might be the best option. The exchange process is similar to a return but often comes with benefits.
Benefits of an Exchange
Often, stores are more lenient with exchanges. The restocking fee might be waived if the new item you choose is of equal or higher value. It also simplifies the transaction, as it can sometimes be handled in one step if the new item is in stock.
How to Process an Exchange
Follow the same initial steps as a return: contact the store with your receipt. Let them know you want to exchange the item. You may need to return the original item first, or in some cases, you can bring it with you when you select the new item. Be prepared to pay any price difference, plus tax and delivery fees if applicable.
Online Purchases vs. In-Store Purchases
The return process can differ slightly depending on where you made your purchase. Here’s what to expect for each.
Returns for Items Bought Online
For items bought on the Value City Furniture website, you generally need to contact the online customer service team or the store that fulfilled the order. Returns usually must be shipped back at your expense, unless the item is defective. The 14-day window and condition requirements still strictly apply.
Returns for Items Bought In-Store
Items purchased directly at a physical store must be returned to a store location. You cannot return in-store purchases via mail. The store manager will have final say on the condition of the item and the eligibility for a refund or exchange.
Tips for a Hassle-Free Return Experience
A little preparation can make your return go much smoother. Here are some practical tips based on common customer experiences.
- Keep Everything: Do not throw away the original boxes, plastic wrap, or styrofoam protectors for at least the first two weeks. It’s much harder to return an item without its original packaging.
- Read the Fine Print: Your sales receipt often has specific return policy details printed on it. Take a moment to read it at the time of purchase.
- Ask Questions Before Buying: If you’re unsure about a piece, ask a sales associate to clarify the return policy for that specific item, especially if it’s a clearance or floor model.
- Take Photos: When unboxing and assembling, take photos. This provides a timestamp and proof of condition if an issue arises later.
- Act Quickly: Don’t wait until day 13 to decide. The sooner you initiate a return within the window, the better.
Frequently Asked Questions (FAQ)
How long do I have to return furniture to Value City Furniture?
You typically have 14 days from the date of delivery or in-store pickup to initiate a return for a full refund, subject to restocking fees and condition requirements.
Does Value City Furniture charge a restocking fee?
Yes, for non-defective returns, a restocking fee often applies. This fee is usually a percentage of the item price, so it’s best to ask your store for the exact amount before returning.
Can I return a custom order sofa?
No, custom orders or special orders where you selected a specific fabric, finish, or configuration are generally final sale and cannot be returned unless they arrive damaged or defective.
What if my furniture is delivered damaged?
Inspect it upon delivery and note any damage on the paperwork. Contact customer service immediately (often within 48 hours) to report the problem. They will arrange for repair, replacement, or return.
Can I return a mattress I bought?
Due to health and sanitary reasons, mattresses are normally not returnable unless they have a verified manufacturing defect. Check the warranty information that came with your mattress for details.
Do I need the original box to return an item?
Yes, you generally need all original packaging for a return. Items returned without the original boxes and packing materials may be subject to additional fees or may be refused.
How will I get my refund?
Refunds are typically issued to the original form of payment. Credit card refunds can take 5-10 business days to post. For cash or debit, you may receive a store credit or company check.
Can I exchange an item instead of returning it?
Yes, exchanges are usually possible within the return window. Often, restocking fees are waived if you exchange for an item of equal or greater value. You’ll need to pay any price difference.
Final Thoughts on Navigating Returns
Understanding the Value City Furniture return policy gives you confidence as a shopper. The key takeaways are the short 14-day window, the importance of keeping items in pristine, unassembled condition, and being aware of potential restocking fees. For damaged items, quick action and documentation are your best tools for a good resolution.
Before making a large furniture purchase, it’s always wise to measure your space carefully and review fabric samples if possible. This reduces the likelihood of needing a return. But if you do need to make a return or exchange, following the steps outlined here will help ensure the process is as straightforward as it can be. Remember, policies can sometimes vary slightly by location, so a quick call to your local store with any specific questions is always a recommended step.