Return Policies and Restocking Fees

Furniture return policies are set by each store, and they differ more than most shoppers expect. A sofa that can be returned within a set period at one retailer may be final sale at another, and a return that looks free may come with pickup and restocking charges. The answers below cover the questions people ask most, so you know what to check before you pay.

The basics

Is there a general legal right to return furniture?

In the United States there is no general federal law that gives you the right to return furniture simply because you changed your mind. Returns of that kind depend on the store's own policy, which is why reading it before you buy matters so much. Separate rules may apply in specific situations, such as when an online seller fails to ship on time, or under state laws on refunds, sales made at your home, and how return policies must be displayed. Your state attorney general's consumer protection office can tell you which state rules apply where you live.

Where do I find a store's return policy?

Look for it on the store's website, on signs near the checkout and on the back of the sales order or receipt. Ask the salesperson to show you the policy that applies to the specific item you are buying, since many stores have different terms for stock items, special orders, clearance and floor models. If the salesperson tells you something that is not in the printed policy, such as an extended return period or a waived fee, ask for it to be written on the sales order and initialled. A spoken promise is hard to prove later.

Special cases

What does final sale mean?

Final sale means the store will not accept a return or exchange for a change of mind. It often applies to clearance items, floor models, items marked "as is" and custom orders. A final sale tag does not usually affect a written warranty that covers defects, though some stores sell "as is" items with no warranty at all. Read both the tag and the warranty, and inspect a final sale piece carefully before you buy, since you will be keeping it.

Can I return a custom or special-order piece?

Often not. When you choose a frame and then pick the fabric, finish, size or configuration, the piece may be built or ordered just for you, and many stores treat those orders as non-returnable or accept them only with a large fee. Before you place a special order, sit on the exact frame in the store, look at a large sample of the fabric in daylight, and confirm the dimensions against your room and your delivery route. Ask what happens if the finished piece arrives and does not match the sample.

Are floor models returnable?

Floor models are usually sold at a discount and often as final sale. They may show wear from being sat on, handled and moved in the showroom. For returns, the key point is that the discount usually buys away your right to change your mind, so the return policy on the regular price tag does not apply. Get the words final sale or as is written on the receipt only if that is what you agreed, and have every visible flaw listed beside them. Our guide to buying floor models and used furniture covers what to inspect before you accept those terms.

Fees and logistics

What is a restocking fee?

A restocking fee is a charge some stores deduct from your refund when you return an item, usually expressed as a percentage of the price. Stores say it covers inspecting, repackaging and reselling the item. Whether a fee applies, and how much, depends entirely on the store's policy. Ask for the exact amount or percentage, whether it applies to every return or only some, and whether it is waived for damaged or defective items.

Who pays for pickup and return shipping?

Large items cost money to collect. Many stores charge a pickup fee for returns of delivered furniture, and online sellers may require you to pay return shipping or deduct the original delivery charge from your refund. Some require the item to be in its original packaging, which matters if you have already thrown the boxes away. Ask about all of these charges together so you can see the true cost of a return before you buy.

What if the piece will not fit through my door?

Check the store's policy on this before you buy. Some retailers treat a piece that cannot be delivered because of the route as a return, with the usual fees. Others will take it back without charge if their crew made the fit decision. Measure your route first with the Will it fit calculator, and ask the store what happens if the delivery crew cannot get the piece inside.

What if the piece arrives damaged?

Damage on arrival is usually handled differently from a change-of-mind return. Inspect the piece before the crew leaves, photograph any damage, and write it on the delivery receipt before you sign. Contact the seller in writing promptly, since many policies set a short deadline for reporting damage. Our delivery guide explains the steps in detail.

Getting it in writing

What should I ask to have written on my order?

Ask for the return period, any restocking or pickup fee, whether the item is stock, special order, floor model or as is, the delivery window and the delivery charge. Ask the salesperson to write any non-standard promise on the order and initial it. Keep the order, the receipt and the printed policy together until you are sure you are keeping the piece. If a dispute arises, contact the seller in writing, then your card issuer if you paid by card, and your state attorney general or the FTC if you cannot resolve it. This page explains general practice, not legal advice for a specific dispute.