Returns, Exchanges, and Cancelations


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.


We understand that sometimes you may need to return an item, and we want to make the process as easy as possible. That's why we offer free* returns within 45 days of delivery. Simply contact us here to initiate the return process. Once authorized by our service team, we'll send you a prepaid shipping label and return instructions via email. Please note that the label will expire in 30 days, so it's important to ship your order back as soon as possible.

Once we receive your order at our warehouse, we aim to process your credit within 48 hours. While most returns are processed quickly, please keep in mind that larger freight returns may take up to 2-3 weeks to reach us. 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. To be eligible for a return, you must have the original packaging and the product must be in new and unused condition. If an item arrives with visible usage or damage, we reserve the right to deduct up to 25% from the refund total.

So if you're not completely satisfied with your purchase, don't worry - we've got you covered with free returns within 45 days. Just make sure to keep the original packaging and initiate the return process within the eligible time frame.


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.

If your item arrived damaged, please be sure to provide us with photos of the product and packaging, as both are needed to file a damage claim.


To cancel your order, please contact us here 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 Cancellations, and Business Orders over $5,000

*Return Processing Fees

We want to make sure you're completely satisfied with your purchase. While in-stock task chairs can be returned for free, we do charge a flat 18% return processing fee for orders over $1,500. We calculate the order amount based on the product cost alone, without including shipping and taxes. So even if the tax pushes your order amount over $1,500, as long as the product cost is under $1,500, you can still enjoy free returns.

Returning large orders can be expensive, as we need to ship them back, check their condition, and store them in our warehouse. That's why we charge a processing fee to help cover some of those costs. However, we want to assure you that we insure the return shipment, so you're not responsible for any damages that may occur during the return process.

Even if it's a custom-made item, we still allow you to return it. We're committed to making the return process as easy and stress-free as possible, and we appreciate your understanding that larger orders do come with additional expenses. If you have any questions or concerns about our return policy, please don't hesitate to contact us.

Late Cancellation Fees

We understand that sometimes plans change, and you may need to cancel or make changes to your order. However, please keep in mind that for orders of $1,500 or more, we may need to charge an 18% processing fee if the order is more than 48 hours old. This is because certain vendors have strict timelines that do not allow us to cancel or revise the order after 48 hours, as it may already be in the manufacturing process.

We want to be as transparent as possible about the fees that may incur if you need to cancel or change your order. These fees can include unpalleting, restocking, storing, or shipping fees to re-route the order back to our warehouse. However, we're here to help you, and we encourage you to request any changes or cancellations as soon as possible to avoid any additional fees.

Special Order Cancellations

We understand that sometimes plans change, and you may need to cancel your custom order. However, we want to make you aware that all special order cancellations will require an 18% fee from the customer.

When you place a custom-made item order, the manufacturer allocates special parts and materials specifically for your order. This initial phase of the manufacturing cycle cannot be stopped once it has begun. Due to this, we are unable to cancel or stop the custom manufacturing process once it has started. The 18% fee that is deducted from the order covers shipping the item to our warehouse and handling upon receipt. Thank you in advance for your understanding.

Business Orders Over $5,000

We understand that as a business customer, you have different needs than our consumer customers. Due to the high cost and expense associated with business orders over $5,000, we cannot extend our 45-Day Return Policy to these orders. However, we want to assure you that if there is a manufacturing defect or if your products arrive damaged, the manufacturer's warranty will apply.

We take pride in helping our business customers make informed decisions about their purchases. If you have any questions about the color, materials, size, or any related matters, our sales team is here to assist you. We can provide you with samples and swatches to help you make the right choice for your business needs. Please keep in mind that once you place your order, it cannot be cancelled or returned for a refund.

At Smart Furniture, we value our business customers and want to earn your business. If we make a mistake, we will take full responsibility and work to make it right. Thank you for considering us for your business needs.

Parts Returns

Please be aware that we cannot process returns for small parts like arm pads, lumbar supports, or casters. Our website offers various parts that come in different sizes, colors, and models. Please note that parts for Classic Aeron and Remastered Aeron chairs are not interchangeable. If you are unsure about the compatibility of your part, please contact us for assistance. Check out our Knowledge Base for more information on commonly used parts. Thank you for your understanding!