Need to improve your furniture return policy, but don’t know where to begin? This guide will help you understand best practices for furniture return policies, including how to manage them, suggested eligibility requirements, and how to account for the costs involved.
Key Points
- Furniture return policies vary greatly among retailers, including return timeframes from 30 to 365 days and eligibility based on item condition and packaging.
- Generally, customers should be encouraged to return asap, either online or in-store, to retain the most value, and to keep original receipts and documentation to make the process smoother.
- Clear return policies build customer trust and satisfaction, which leads to repeat business and lower return rates.
Understanding Furniture Return Policies
Understanding furniture return policies means consumers know time limits, eligibility conditions, and refund types. Knowing these details can prevent headaches. Key parts of these policies are timeframes for returns, conditions for eligibility, and refund options.
A clear return policy builds customer trust and satisfaction.
Timeframes for Returns
Return windows for furniture can vary widely among retailers, from 30 days to 365 days. Common return periods for furniture are 30 days to 120 days, depending on the retailer.
Furniture returns usually require the item to be unused, in original packaging, and with a receipt or proof of purchase for a gift sale.
For example, IKEA allows returns of unopened items within 365 days and opened items within 180 days for a full refund if proof of purchase is presented. Ashley Furniture has a 30-day return policy for most new and unused products in their original packaging, while Wayfair has a 30-day return policy for most items (except customized products), provided the item is in its original, undamaged condition, and the packaging is intact or can be replaced with similar packaging.
Refund Options
Refund options can be full cash refunds, store credits, or exchanges depending on the retailer’s policy. This gives consumers the option to choose what’s best for them.
How to Process a Return
Returning can be done online or in-store, depending on where you purchased. For example, The Home Depot allows customers to choose between online and in-store options depending on how they purchased. The return process should be started and approved as soon as possible to make the return smoother. The steps to initiate a return vary between online returns, in-store returns, and contacting a customer service center.
Online Returns
Best practice for returning an online furniture purchase is for customers to log into an online portal and select the item they want to return. After submitting a return request, retailers will get options to approve the request (or a series of defined rules can increase efficiency by approving returns automatically), and either a return shipping label or a mobile code is supplied for printing the label, and in some cases, arrangements can be made to pick up the furniture.
In-Store Returns
For in-store returns, customers should bring the original receipt and all product tags and accessories. Documents such as the packing slip, commercial invoice, or order confirmation details will make the process faster and smoother. Make sure to be clear about any restocking fees for in-store returns, if applicable.
Contacting Customer Service
It is recommended that customers should:
- Report damage within 24 hours of delivery
- Document the damage on the delivery receipt
- Take pictures of the damage right away
- Contact the retailer’s customer service as soon as possible to increase the chances of a successful resolution
Proper documentation and timely reporting will make the return process hassle-free for damaged items.
Shipping Fees and Costs
Knowing shipping-related costs is crucial for hassle-free furniture returns. Key points are:
- Orders over $49.99 qualify for free shipping within the continental US
- Many retailers cover return shipping costs for damaged or defective items or mistakes made during fulfillment
Knowing shipping fees and costs will help consumers avoid unexpected charges on their shipments.
Return Shipping Fees
Standard return shipping fees vary by retailer and type of item. For larger items, these fees can be higher. But customers can often get a full refund for defective products, which includes the initial shipping cost. Refunds for defective products are processed and issued back to the original payment method within about 4 weeks.
Wayfair’s return shipping fees vary by item, larger items often have higher fees.
Pickup Fees
Scheduling a pickup for returned items can have fees that vary by retailer. For example, mattress returns may have a $99 pickup fee.
Bed Bath & Beyond may charge a fee for scheduled pickups of returned items like other retailers.
Packaging Materials
Using original packaging when returning furniture is key, as it ensures the item is returned in the best possible condition. Customers are responsible for ensuring packaging is in good condition; if not, they may incur extra fees or the return may be denied.
If original packaging is not available, sturdy boxes and/or protective wraps should be used as packing materials to secure the furniture for return.
Special Cases: Damaged or Defective Items
For issues with damaged or defective products, customers should contact customer service for return options. The most common reason for returning furniture is that it arrived damaged or with missing parts.
Customers pay return shipping unless the return is due to retailer error or defective item(s). Bed Bath & Beyond, for example, sets this expectation with customers.
Reporting Damage
Reporting damage immediately makes the return process smoother. To do this, customers should:
- Inspect the furniture upon delivery to catch any damage early
- Contact the retailer’s customer service as soon as damage is discovered
- Make sure to report within the timeframe set by the retailer
Again, for defective items, customers are generally entitled to a full refund.
Replacement Parts
Instead of returning a damaged item, customers should be able to request replacement parts, if applicable. This is often a more convenient option for customers than returning the entire item. Requesting specific replacement parts can avoid the hassle of returning the whole item. And having service technicians ready to complete field visits for repairs is not uncommon for many furniture retailers.
Retailer-Specific Return Policies
Clear return policies build trust and loyalty with customers and confidence in their purchases. Customers are more likely to trust a business that displays its return policy openly, as it shows transparency and reliability.
Clear return policies increase consumer confidence and encourage repeat business.
IKEA Return Policy
IKEA allows returns within 365 days of purchase for unopened products and 1 year return window for discontinued items purchased after November 1, 2023. IKEA’s return policy is very generous.
Ashley Furniture Return Policy
Online purchases can be returned within 30 days of delivery, but a return shipping fee may apply. To get a full refund, customers should ensure:
- Items are new and unused
- All original packaging and accessories are included
- Damaged items are reported within 72 hours of delivery to initiate the return or replacement process
Some items, like final-sale and clearance products, cannot be returned unless defective.
Wayfair Return Policy
Wayfair’s return shipping fee varies based on the item size and weight. For larger items, pickup can be arranged but may incur an extra fee. Items over a certain weight threshold may have specific return instructions or restrictions.
Wayfair’s return policy generally allows returns within a certain period, subject to product category and terms and conditions.
Benefits of a Clear Return Policy
A clear return policy helps customers know their rights and options and prevents unexpected issues after purchase. Knowing the return policy also empowers customers to make informed purchase decisions and avoid complications for everyone. Knowing return policies gives them peace of mind and security.
Building Trust
A clear return policy benefits both customers and businesses by building trust. Knowing the return process makes customers feel more secure in their purchase and more likely to come back to businesses with a transparent policy.
A positive shopping experience reinforced by a clear return policy leads to repeat customers and referrals.
Reducing Returns
Inspecting furniture upon delivery helps to identify defects early and minimize future return risk. Keeping all purchase receipts and documentation, including the purchase date, makes the return process hassle-free.
Using original packaging or a suitable alternative avoids extra costs and charges for returns. Knowing the restocking fees also helps customers avoid extra costs and make informed decisions, leading to better outcomes if there is a problem with an order.
Customer Experience
A clear return policy ensures a positive shopping experience and makes customers feel secure in their purchase decision. A transparent return policy builds trust and encourages customers to buy from retailers who are open about their process.
Accurate product descriptions and quality control can help businesses minimize returns, ultimately improving the shopping experience. The confidence given by a good return policy not only enhances customer satisfaction but also encourages repeat business and brand loyalty.
Summary
Knowing furniture return policies is key to a smooth return process and a positive shopping experience. By knowing the timeframes for returns, conditions for eligibility, and various refund options, customers can return with confidence. Retailer-specific policies like IKEA, Ashley Furniture, and Wayfair show how different stores handle returns. A clear return policy not only builds trust but also enhances the overall shopping experience, making it easier for customers to make informed decisions. Now you can shop with peace of mind and return with ease.
Frequently Asked Questions
Can you return furniture after delivery?
Yes, you can typically return furniture after delivery, but be sure to check the specific return policy of the retailer, as timeframes and conditions may differ.
Which furniture store has the best return policy?
IKEA, Ashley Furniture, and Wayfair are highly regarded for their comprehensive return policies, making them solid choices depending on your specific needs. Consider what features matter most to you for a satisfactory return experience.
How do I return a bed or mattress?
To return a bed or mattress, you should contact customer service to arrange a pickup or follow the specific return instructions provided by the store. Make sure to have your order details handy for a smoother process.
Can I return furniture bought online in store?
You can often return furniture purchased online in-store, but you should verify the retailer's specific return policy beforehand. This ensures a smooth return process.
What happens to returned furniture?
Returned furniture is typically inspected and, if deemed suitable, is either resold or donated. This process helps reduce waste and gives the furniture a second life.