Smart Furniture's Easy 45 Day Returns
Not all things are created equal. Our return policy is easier to understand, more straightforward, and more customer-friendly than anyone else's in the furniture industry. If you buy something and don't like it, you can return it. It's that easy.
Some companies saddle you with exorbitant restocking fees, make you pay for the return shipping, and deduct tons of other charges. Not us. Our return policy is easy to understand. We know that sometimes things might seem perfect until you get them set up in your house. We've been there. That's why we make it easy for you to return stuff if you don't like it.
We know that we have the best return policy in the business because we did the research. When we say that you can buy in confidence at Smart Furniture, we really mean it. Our generous, customer-first return policy proves it.
We let you return custom furniture, special order items, and even closeout items. We don't think it's right to tell you what you can and can't return.
There are a couple of things you need to remember in order 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. If you think you might want to return the item, make sure you hold on to all packaging. Opt for a deluxe delivery? White glove shippers will remove packaging by default. You are responsible for ensuring the shipper leaves the packaging, even if the drivers bring item inside without it they will need to retrieve it from the truck. If the shipper leaves with the packaging the order cannot be returned. The product must be in new and unused condition. You must contact us within 45 days of receiving your order. If you meet those three criteria, you can return your order.
Then what? Once your return is authorized by our service team, we will email out your prepaid shipping label. It will expire in 14 days. Once your item is received in our warehouse your credit will be processed within 48 hours. Please be patient with large freight returns, they can take up to 2-3 weeks to reach our warehouse. We will also refund your order's original shipping/delivery charge. Unfortunately, we cannot refund the amounts you paid for shipping upgrades. Your refund is subject to inspection by our warehouse team. We reserve the right to deduct up to 25% from the refund total if item was not packed with care, arrives damaged and must be discarded. This does not apply to returned items damaged by the shipper.
Orders over $1,500 will be assessed a flat 18% return processing fee. Although, in stock task chairs can be returned totally free. We determine the order amount by adding up the products--not shipping and taxes. That means that a $1499 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.
For order cancellations 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. This includes but is not limited to address changes, order cancellations, custom product revisions, and undeliverable items. If you need to cancel or change an order, please help us help you by requesting it as soon as possible.
*Special Order Cancellations - All special order cancellations 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 cancellation 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.