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  Home » Furniture XO information pages » Returns & Cancellations
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Returns & Cancellations

RETURNS & CANCELLATIONS POLICY

We special order all items from the manufacturer directly.  Special orders are subject to a restocking fee, and in some cases, cannot be returned to the manufacturer.  For this reason, we developed the following policy to address cancelled and/or returned orders. 

Requests for Cancellation are not complete until confirmed in writing (via e-mail) by your Salesperson.  Orders cancelled within 24 hours of purchase are not subject to a restocking fee unless the manufacturer has shipped the order.  Orders cancelled after 24 hours of purchase and before contact from the Shipper are subject to a 25% restocking fee.  The 25% Restocking Fee is calculated based upon the product subtotal less any discounts.  We will calculate the refund amount by subtracting the 25% Restocking Fee from the Order Total with Sales Tax.

We will accept cancellations/returns with a 50% restocking fee on orders cancelled after the shipper contacts the purchaser, at delivery, or within 7 days of delivery.  The 50% restocking fee is calculated based upon the product subtotal less any discounts.  We will calculate the refund amount by subtracting the 50% Restocking Fee from the Order Subtotal with Sales Tax (the shipping fees paid by the purchaser, if any, will not be refunded).

The restocking fee covers administrative, shipping, storage, and all associated fees incurred during the processing and shipping of your order. 

We will refund the Montage Protection Plan in full for orders cancelled or returned in full.  If not all items are cancelled or returned on an order, We will issue a prorated credit for the Montage Protection Plan.  The prorated amount will be based upon the subtotal of the goods kept by the purchaser. 

 Cancellation & Return Schedule

 Fee

 Orders Cancelled within 24 hours of purchase*

 No Fee

 Orders Cancelled after 24 hours of purchase and before Shipper contact

 25% Restocking fee

 Orders Cancelled after Shipper Contact, at Delivery, or after Delivery

 50% Restocking fee

*If order shipped from the manufacturer within 24 hours of your purchase, we will collect a 25% restock fee.

Returns for items with “Standard” shipping will only be accepted in the original packaging.  Goods purchased with “Standard” shipping are subject to a 25% Restocking fee after 24 hours of purchase and a 50% Restocking fee at Delivery or after Delivery.  The purchaser may or may not receive contact from the carrier before delivery.

All sales are final for Bedding; Custom Upholstery; Made-to-Order Casegoods, Outdoor Furniture, and Upholstery; Mattresses; Clearance and Closeout items.  Final Sale items will not be accepted for return.

Returns requested for items in the home may take 4 – 6 weeks to process.  This timeframe includes scheduling of pick-up, routing, and return to our delivery partner.  We will issue the refund once returned goods are received and inspected.  If items are picked up with damage, we will adjust the refund amount to restore the goods to 100%.  We apologize for any inconvenience experienced to process a return.

Call Customer Service during regular business hours 9:00 a.m. to 6:00 p.m. Monday –Friday.  We require the purchaser to authorize the return by agreeing to the restocking fee and refund amount via e-mail.

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