Returns & changes
Returns, cancellations and changes to a confirmed order
A return costs freight twice and a fee besides, so this page starts well before anything ships. It covers cancelling, then what changes once furniture is packed, and finally how to ask us for something.
Cancelling before production
Up to the moment an order enters production or is packed, you may cancel it. Do so in writing and give us the order reference and the lines you want dropped. Wait for our written reply before you assume the cancellation stands. Once production or packing has begun, the return terms below apply instead.
Stock items
A standard item from the catalog can be returned. We charge a restocking fee of 35% on the value of what comes back. Cancel a stock item after packing but before shipment, and the same fee is due.
Take fifty stock chairs at $120 each. The furniture comes to $6,000, and sending all fifty back costs a $2,100 restocking fee, counted before any freight.
The buyer pays the freight out and back, so the outbound charge is not refunded and the return charge is yours as well. What comes back must be unused and in its original cartons. You pack it and palletize it. We credit nothing that arrives damaged, so keep the packaging until the room is installed and accepted.
Custom items
A custom item cannot be cancelled or returned once it is confirmed. That covers three cases:
- Fabric or vinyl outside the listed upholstery options
- A finish or stain you special-order
- Dimensions or a shape beyond the standard range
These pieces are made to your instructions, which is why the confirmation is the moment to look hard at them. For a booth, which is built from the options you select, measure the wall again and check the dimensions and the upholstery against it. Ask for a free swatch if a color or stain needs a decision in daylight.
A refused shipment
Refusing a delivery leaves the order standing. Unless the reason is carrier damage, a refused shipment is handled as a return: we bill the outbound freight, the return freight, the restocking fee and any further charges the carrier adds. If cartons arrive damaged, take the delivery, note the carton on the bill of lading, then follow the steps on the delivery page.
Changing an order after confirmation
Altering the quantity, the configuration or the delivery after confirmation takes our written consent, and extra freight and restocking charges may follow. A custom line that has gone into production cannot be changed at all. Read the confirmation as the last easy chance to say what should be different.
How to ask
Email sales@restaurantfurniture.online. Say which order it concerns by its reference, name the delivery site and the lines and quantities involved, and give the reason. Partial returns are handled line by line. Nothing should go back on a truck until you have our written reply to that message.
A fault in a piece that has arrived belongs under the limited warranty, and freight damage is a carrier claim. If you are weighing a change before the order is confirmed, the ordering guide shows where each decision falls.