RETURNS, EXCHANGES & CANCELLATIONS
When we say that you can buy in confidence at Smart Furniture, we really mean it. Our generous, transparent, and customer-first return policy proves it.
There are just a few things to keep in mind to be eligible for a return:
You must have the original packaging. In some cases, the shipper may offer to remove the packaging from the premises, especially for White Glove assembly services. If you think you might want to return the item, make sure you hold on to all packaging. If the shipper leaves with the packaging, the order cannot be returned.
The product must be in new and unused condition. We understand office chairs will be sat in, but we cannot accept returns for items with visible wear.
The return must be initiated within 45 days after it delivers. For example, if you received your order on July 1st, you would have until August 15th to initiate a return.
If you need to return something, please contact us here, and we’ll be happy to assist you.
What Are The Next Steps After Initiating A Return?
Once your return is authorized by our service team, we will email you the prepaid shipping label and return instructions. Please note the label will expire in 30 days, so be sure to ship your order back as soon as you can.
Once your order is received in by our warehouse team, we aim to process your credit within 48 hours. Please be patient with large freight returns, as they can take up to 2-3 weeks to reach our warehouse. We will refund your order in full, including your original shipping and delivery charges.*
Please note that your refund is subject to inspection by our warehouse team. We reserve the right to deduct up to 25% from the refund total if the item was not packaged with care, or if it arrives with visible usage or damage. This does not apply to returned items damaged by the shipper.
If your item arrives damaged or you decided the size or color won't work, you can initiate an exchange by contacting us here. If the item you'd like to replace it with is the same value, we will set up a $0 return and $0 replacement order. That means you don't have to receive a refund and be re-charged for that item.
To cancel your order, please fill out our Contact Us form and someone on our team will assist you shortly.
If you'd like to cancel your order due to lead time, please note we have a variety of in-stock chairs that can ship out the same day! Call us at (800) 260-8420 for more information.
Processing Fees, Special Order Cancelations, and Business Orders over $5,000
*Return Processing Fees
Orders over $1,500 will be assessed a flat 18% return processing fee. Although, in-stock task chairs can be returned for free, regardless of cost. We determine the order amount by adding up the products, not including shipping and taxes. That means that a $1,499 recliner will have free returns, even if tax pushed the order amount over $1,500. Shipping large orders, checking their condition, and storing them in our warehouse is expensive. This 18% fee covers some of those costs. We insure the return shipment, so you're not on the hook for any of the damages. It doesn't matter if it's a custom item, we'll still let you return it.
Late Cancelation Fees
For order cancelations and changes on orders greater than or equal to $1,500, we reserve the right to charge an 18% processing fee if the order is more than 48 hours old. Certain vendors have a timeline that does not allow us to cancel or revise the order after 48 hours because it is already in the manufacturing process. Because of this, there are various fees that incur including unpalleting, restocking, storing, or shipping fees to re-route to our warehouse. If you need to cancel or change an order, please help us help you by requesting it as soon as possible.
Special Order Cancelations
All special order cancelations will require an 18% fee from the customer. Custom-made items (a.k.a special orders) typically have special parts and materials allocated as soon as the order is placed as the initial phase of the special order product manufacturing cycle. Once this cycle begins, Smart Furniture does not have the ability to stop the custom manufacturing process or cancel the order. The 18% fee deducted from the return covers the shipping to our warehouse and handling upon receipt. Thank you in advance for your understanding.
Business Orders Over $5,000
As much as we would like to extend the 45-day consumer policy to Business Orders over $5,000, the cost and expense to us makes it impossible. Our 45-Day Return Policy is exclusively for consumers. Any business order over $5,000 (“Business Orders”) will not be eligible for cancelation or the 45-day return policy. In the event there is a manufacturing defect or the products arrive damaged on a Business Order, the manufacturer’s warranty will apply. If you intend to place a Business Order and have any questions about the color, materials, size or any related matters, please contact our sales team. We will work with you, but as a businessperson, we expect you to make an informed decision about any items you purchase. We will provide you with samples and swatches to help, but before placing your order, please be sure that you are purchasing the right size, color, etc. because your business will not be able to return the product for a refund if you make a mistake. We love business customers and we want your business. If we make a mistake, we will be the first to take responsibility and fix it.