RETURNS, REFUNDS AND REPLACEMENTS

If you would like to return an item that is new and in unused, unopened unassembled condition with original packaging, you may file in any written form the request for return of the product within 24 hours of receipt. Any portions of shipment of goods that you retain for a period of 24 hours shall constitute an irrevocable acceptance of the merchandise.

To return items for an exchange or refund please contact us via contact us page and we will start a return process with you.

Restocking fees of 30% will be applied.

If your item was shipped with "Free Shipping" option, we will charge our "actual" outbound shipping charges.

Q: How it works?

Two simple steps:

Step 1. Acquire authorization number and instructions. Any return without a Return Authorization number will not be accepted.

Step 2. Shipping product back within 48 hours after notifying us about return. All returned products must be in original condition (not used and not installed, with all original packaging material included). Once an item has been assembled it is no longer returnable.

Q: What are the keys to a successful return?

• Good packaging: Re-pack products for return in the original box with original packaging material.
• Next, ship the product to the warehouse address provided, using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered, please do not ship USPS because they cannot provide these guarantees. If we are unable to confirm delivery of your item, this may result in the denial of the refund.

Tracking Number: We recommend using a carrier that will provide you with the return tracking number as this will speed up your return process. Retain your tracking number and e-mail it to us so that we can check on the progress of your return. If you have not received credit within 14 days from the date of delivery to the warehouse, please contact customer service and provide them with the tracking number so that we can expedite the credit process for you.

All returns are subject to shipping charges. If you decide to return an item that was part of our free shipping, our initial shipping and handling costs will be deducted from the refund.

Customers who place orders online are responsible for the accuracy of their product selection and information entered. Customers who placed orders by phone or chat must review their receipt for accuracy within 24 hours.

Q: What products are non-returnable?

• Custom orders ( i.e. products that are built to order or any item labeled non-returnable )
• Special purchases, including: clearance items, inventory sales items, custom quotes, special discounts, etc.
• Any item that has been assembled, installed, modified or used in any way.
• Any item that is not in resalable condition.
• Any item not accompanied by a Return Merchandise Authorization Number issued by FURNILLION.
• Any item that is not in the original box with sufficient packaging materials.
• Any item not purchased from FURNILLION.

Q: How can I get a refund for the returned item?

Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin.

Customers will be refunded via the same method in which the item was purchased or via check from FURNILLION. Refunds via check are typically issued within 14 business days of final approval.

Items returned without the proper RA # or sent to the wrong location are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.

Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.

Q: What is your claims policy?

Our products are well-packaged to withstand damage during shipping. We double box many items, have extra quality control in the factories we work with and refuse to carry products that are easily damaged during shipping.

While cases are extremely rare, damages do happen once in a while. We request that you inspect your items upon delivery. If items are damaged or suspected to be damaged, it must be documented "Damaged upon arrival" where you sign for the items. The delivery driver must wait while you inspect. If the driver does not agree to wait, note "Possible damage" on the bill of delivery. It is important to be as detailed and descriptive as possible on the delivery slip before you sign for your items. If a signature indicates acceptance without inspecting the boxes, you are accepting the shipment "as is" and will be fully responsible for any replacements (including freight) or repair costs if transit related.

For damages unnoticed at the time of delivery, we require that you notify us in writing and send us photographs via e-mail within 24 hours following the receipt of your order. If the damages are not promptly and fully noted and reported, we cannot cover your replacements free of charge. We will work with you to best remedy the situation at our discretion. This can consist of replacing the defective item or repair. Most manufacturer defects are very minor in nature and can be easily fixed by a professional furniture medic using the same quality control solutions inducted at the factory. Customer satisfaction is our top priority.

We reserve the right to repair and/or replace items in question on a case by case scenario.

PLEASE NOTE: if you do not contact us within 24 hours of delivery that a product is damaged or has missing pieces, your claim will be null and void. Any returns, repairs, or replacements after this time shall be at the buyer's expense.

FURNILLION is not responsible for the furniture assembly, when this service level is requested. Please contact these agents directly if you require licenses and insurance certificates for delivery. These delivery agents have the required certification to perform residential furniture delivery and assembly. As a result you agree that any legal action will be directed towards such company and FURNILLION will not be liable for any damages incurred to the premises.

Due to variations in photography, monitors, and lighting, FURNILLION cannot guarantee that the finish of the order will be exactly as pictured. Imperfections or variations in the grain, color, or sheen may occur naturally in wood as well the dying/tanning process of leather. As a result, these naturally occurring characteristics are not viewed as damages or defects.