Returns and exchanges at SmartFurniture.com
Returns + Exchanges
As the impact of the COVID-19 crisis continues to evolve, we are doing our best to ensure the health and safety of our customers, employees and partners.
If you have questions about an order you’ve already placed, please contact us at email@example.com. If you have any questions about lead times or need help finding an in stock chair that can ship today, please contact us at firstname.lastname@example.org or call us at 800-260-8420.
We appreciate your support during these challenging times. We’ll do everything in our power to ensure your order is fulfilled as soon as it can be. We extend our sincere thanks to Smart Furniture customers and employees for their ongoing support and loyal dedication amidst it all.
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.
Smart Furniture's Brilliant Returns
Up to $1500*
Free Return Shipping:
Return Custom Items:
Refund Original Shipping Cost:
*In stock task chairs over $1,500 can be returned totally free
**Business orders over $5000 not covered under standard policy. Click Here for more info.
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.
*Smart Cash is not refunded in the case of returns.
Smart Fixtures Easy Returns
Smart Fixtures works a little differently than Smart Furniture. Since these products are made for commercial purposes, the return policy is also a little bit different. We still make the return policy easy to understand, and we still want you to be happy with your purchase. Here's how the Smart Fixtures policy works:
- In order to return a product, it must be in new condition. Your order must be unused, unassembled, and it must have the original packaging.
- Return must be requested within 14 days from delivery.
- Return shipping cost will deducted from your refund.
Damages + Manufacturing Issues
If your order arrives damaged or it has manufacturing issues, we'll help you right away. We want to make sure that you get what you pay for. If your order arrives damaged or isn't assembling properly, please note the damage on the proof of delivery. Then, snap a couple of photos to our super helpful customer service team, and we'll get your parts replaced or repaired--whichever is easiest for you. We recommend that you open and inspect your entire order as soon as it delivers to ensure that everything is in good shape. While we don't expect shipping damage, sometimes it happens. When it does, we'll take care of you.
Cancellations + Changes
All cancellations and changes must be received within 12 hours of your order being placed. Anything after 12 hours may incur rerouting or reconsignment fees. We don't inflate the costs. We just pass along those shipping fees to you.
We don't like having fine print, but we do have a few rules to note:
- Orders going to trade shows are ineligible for returns.
- Orders past 14 days from delivery are ineligible for returns.
- The returned product must be in new and unused condition.
- Every return will be inspected to ensure that it has all parts and is in pristine condition.
- Damages must be noted at the time of delivery. For freight shipments, the POD must be signed as damaged.
- We allow returns on any product, even if it's customized. No other furniture company can say that.