Returns & changes
Return, Cancellation and Change Order Policy
This policy covers cancellations, returns, refused shipments, and changes to confirmed orders. Please route it to whoever approves purchases, since several of these terms carry costs.
Cancellation window
An order may be cancelled until it enters production or is packed for shipment. Cancellation requests must be made in writing by email, identifying the order and the lines to cancel. A written confirmation follows. Production and packing can begin soon after payment, so send any cancellation request as early as possible. Requests received after production or packing has begun are handled under the return terms below.
Non-returnable items
Custom items can't be cancelled or returned. That covers:
- Upholstery in a material that isn't one of the listed options
- A stain or finish made to special order
- Sizes or shapes outside the standard range
These are produced to your specification and can't be resold. Confirm colors with physical swatches, and confirm dimensions against site measurements, before approving the order confirmation.
Stock items: fees and freight
Standard catalog products, referred to as stock items, can be returned. A restocking fee of 30% of the returned items' value applies. The same fee applies to stock items cancelled after packing but before shipment. For example, returning 50 stock chairs priced at $120 each carries a $1,800 restocking fee before either freight charge is counted.
Freight is the buyer's cost in both directions. Outbound freight isn't refunded, and return freight is paid by the buyer. Where fit or comfort is uncertain on a large quantity, order a sample quantity before the full run.
Before approving the confirmation
Most return costs can be avoided at the confirmation stage. Check each line against the approved specification: model, finish name, seat material and color, dimensions, and quantity per site. Confirm seat heights against the actual counter and table heights on site, not only the drawings. For finish-critical projects, get swatch sign-off from the owner or designer in writing. Once you approve and pay, the order moves toward production and these terms apply.
Condition of returns
Returned items must be unused and in the original cartons and packing materials. The buyer packs and palletizes the return and bears that cost. Items are inspected on arrival. Damaged returns aren't credited. Retain original packaging until the order has been installed and accepted.
Refused shipments
Refusing a delivery doesn't cancel the order. A shipment refused for any reason other than carrier damage is processed as a return, and the buyer is billed for outbound and return freight, the restocking fee, and any additional carrier charges. Where cartons arrive damaged, accept the shipment with exceptions noted on the bill of lading, then notify us the same day.
Change orders
Changes before the order is confirmed are straightforward. After confirmation, any change to quantity, configuration, or delivery requires our written agreement and may incur additional freight and restocking charges. Custom lines in production can't be changed.
Request procedure
Email sales with the order reference, delivery site, affected lines and quantities, and the reason for the request. Partial returns are handled the same way, line by line. We'll respond in writing with the options available, any fees, and return shipping instructions. Don't ship anything back before receiving that response. Defects fall under the limited warranty; freight damage follows the receiving procedure.