Returns, warranty and replacement parts: what happens when something isn't right

Buying furniture you have not sat on or climbed is a leap of faith, so it helps to know exactly what happens if something is not right. Here are the three situations and how each one works.

You changed your mind

Before an order ships, changes and cancellations are an email away: a different finish, a different size or cancelling altogether. Once it has shipped it can no longer be changed, but it can be returned.

New, unused, unassembled and undamaged items can be returned within 30 days of delivery. Email us for a return authorization with a quick phone photo of the item, write the authorization number on the label, and ship it back with the same carrier and service it arrived with. Return shipping is at your expense, a 20 percent restocking fee may apply, and the refund is issued once the item arrives back in re-sellable condition. Original packaging is preferred, so hold onto the boxes until you are sure.

It arrived damaged, defective or wrong

This one is on us. Send photos, and we cover the return shipping, waive the restocking fee and arrange a replacement or a full refund, whichever you prefer. Missing a bolt bag or a panel? Email your order number and we will get replacement parts moving. Claims for missing or damaged parts should reach us within 30 days of delivery.

Something fails later

Our furniture carries a 5-year limited warranty against defects in materials and workmanship under normal use. That covers structural defects in the solid wood components, manufacturing defects in the hardware and premature wear of the finish. It does not cover misuse, accidents, normal wear, damage from improper assembly or modifications.

To make a claim, contact us with your order number, photos of the issue and a short description. We review it and come back with a resolution within 5 to 7 business days. Replacement parts, whether a slat, a bolt bag or a panel, are sent out on request.

The full wording is on the returns and warranty pages. We answer email within 24 hours, Monday to Friday, and the phone is (647) 527-2110.