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What if My Shipment Arrives Damaged?
As you can see from our delivery standards, we take many precautions to avoid delivery of any damaged goods. In the rare case that something arrives damaged there are two ways to handle the situation: Simply refuse the defective/damaged piece. We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the freight bill of lading. If you are unable to inspect the contents at the time of delivery, make a notation on the freight bill of lading / waybill that there appears to be some damage. We have a large nationwide network of repair people that easily can make most repairs in home.
It is the customer’s responsibility to inspect a delivered product within 24 hours of receipt. If superficial damage is discovered, Home Furniture Direct must be notified by phone 800.370.9917 or email (info@HomeFurniture-Direct.com). Additionally, this damage claim must carry accompanying digital photographic images displaying the said damage. If this damage claim is not filed within 24 hours of receipt, the customer will be responsible for the price of the part and variable shipping rate. 24 hours represents the standard period to file concealed damage claims with LTL and specialty shipping companies used by Home Furniture Direct.
Parts are shipped Monday-Friday during regular shipping hours (10am-3pm PST). If the customer chooses to expedite the shipment of an in-stock part, he or she is responsible for the associated variable fee. If a part is on backorder, it will not re-enter stock for 2.5-8 weeks.
If you are certain that the piece is able to be repaired and you want to keep the piece in your possession, simply sign for the unit(s) as received damaged (indicate what is damaged) and we will have an experienced furniture medic come out and fix the issue at your home. This is sometimes the quickest route. We are here for you either way!
What is the Cancellation Policy?
You are able to cancel your order within 48 hours of order placement without a cancellation fee. If your item is on backorder, you can cancel until the backorder date. If your order is canceled after it has been shipped, we have a fair flat rate of 35% plus the cost of return shipping (covering some of the restocking and initial shipping fees). Cancellations or returns must be authorized in advance. Please contact us and we will assess the situation for you.
What is the Return Policy?
HomeFurnitureDirect.com has a transparent return policy. If within 7 days of your purchase being delivered you are dissatisfied with any part of your order, we will issue you a full refund less our fair flat rate of 35% plus the cost of return shipping . That 35% fee doesn't cover the costs of initial shipping/packaging/restocking/administration costs. HomeFurniture-Direct.com stands by its products and believes in its customers, so we are willing to help curb the actual cost of a return should a return need to happen. Shop around and you will find that the normal return policy within furniture industry is: that the customer pays actual shipping both ways + up to 40% restocking fees.
Our return policy is simple, fair and easy to understand. If you are not happy with your purchase, for any reason, call us within 7 days and we will have our carriers pick-up your furniture and issue you a full refund less 35% plus the cost of return shipping. Your item must be packaged in its original packaging to be returned. Pictures must be provided of the item if it was unpackaged, and after it is repackaged. This must be done to ensure the piece arrives to us in the same condition it was sent out in. We will refund your money once we receive and fully inspect the item that upon return.
Returns from Canada, Alaska and Hawaii are not accepted.