Return and Refund Policy

Last Updated: October 24, 2026

1. Overview

At Find Furniture Online, we want you to shop with confidence. Our marketplace connects customers with furniture suppliers, and we aim to ensure that issues involving damaged, defective, or incomplete orders are handled fairly and efficiently.

This Return and Refund Policy applies to orders placed through Find Furniture Online for delivery within the United States.

Because furniture is supplied and fulfilled by our supplier partners, return eligibility, collection arrangements, and available remedies may depend on the product, supplier, and circumstances of the claim.

Please review this policy before placing an order. Nothing in this policy limits any rights you may have under applicable consumer protection laws.

2. Return Eligibility

Returns may be considered in the following circumstances:

The product arrives damaged during shipping.
The product has a verified manufacturing defect.
Parts or components are missing from the order.
A shipment is confirmed lost.
A product has a verified pest infestation covered under this policy.

All claims are subject to review and verification. Approval may require photographs, videos, order details, and additional information about the issue.

Please contact us before returning any item. Products returned without prior authorization may be refused by the supplier or fulfilment centre.

3. Damaged or Defective Items

Please inspect your furniture as soon as it arrives.

If your order arrives damaged or has a manufacturing defect, contact us within 2 business days of delivery.

Your claim should include:

Your order number.
The product name or SKU, if available.
Clear photographs or videos showing the damage or defect.
Photographs of the original packaging, including any visible shipping damage.
A brief description of the problem.

Please retain the original packaging until your claim has been reviewed, as it may be required for inspection or collection.

Once the claim has been assessed, available resolutions may include:

Repairing the product.
Sending replacement parts.
Replacing the affected product, subject to availability.
Providing a partial refund if you agree to keep the item.
Providing a full refund when appropriate.

The appropriate resolution will depend on the nature of the issue, product availability, supplier arrangements, and applicable law.

4. Missing Parts or Components

If your furniture arrives with missing parts, hardware, or components, please notify us within 2 business days of delivery.

Include your order number, a description of the missing items, and photographs of the delivered product and packaging where possible.

Where approved, replacement parts may be arranged at no additional charge. If the missing components prevent the product from being used as intended, we will review the issue and determine an appropriate resolution.

5. Lost Shipments

If your order has been marked as dispatched but has not arrived, please contact us within 5 calendar days of the dispatch notification.

We will work with the relevant supplier and shipping provider to investigate the shipment.

If the shipment is confirmed lost, an appropriate resolution may include a replacement, subject to availability, or a refund.

Carrier investigations and delivery records may be required before a claim can be finalized. These procedures do not limit any remedies required by applicable law.

6. Pest Infestation

Furniture affected by a suspected wood-pest infestation may qualify for review under a 90-calendar-day coverage period from delivery.

If you suspect an infestation, contact us promptly and provide:

Your order number.
Clear photographs or videos of the suspected pests, boreholes, or wood residue.
A brief description of the issue.
Relevant information about the product’s storage and surrounding environment.

Claims will be reviewed with the supplier to determine whether the infestation is covered.

Where a claim is verified and covered, an appropriate remedy may include a replacement, refund, or alternative product of comparable value. Collection arrangements will be coordinated where required.

This coverage does not apply to infestations introduced after delivery or caused by improper storage, misuse, or environmental conditions outside the applicable coverage terms, subject to consumer rights under applicable law.

7. Change-of-Mind Returns

Please choose your furniture carefully before placing an order.

Change-of-mind returns are not automatically available for every product. Eligibility depends on the supplier’s return arrangements and the terms disclosed for the product or order.

Where a return is permitted, the item may need to meet the following conditions:

The return request is submitted within the applicable return period.
The item is unused, unopened, and in brand-new condition.
The original packaging is intact.
The return has been approved before shipment or collection.

Restocking fees and return shipping costs may apply where permitted by law and disclosed before the return is accepted.

If a product is not eligible for a change-of-mind return, we will communicate that restriction where applicable. This section does not exclude any cancellation, return, or refund rights that cannot legally be waived.

8. Handmade Furniture and Natural Variations

Furniture made from natural materials or finished by hand may have small variations in appearance. These differences are not necessarily defects.

Examples include:

Variations in natural wood grain, colour, and texture.
Minor differences in finish, sheen, or surface appearance.
Small filled knots and natural wood characteristics.
Minor variations in dimensions or handcrafted details within stated tolerances.
Slight differences between product photographs and the delivered item due to lighting, photography, or screen settings.
Minor variations in upholstery colour, texture, or pattern placement.

These characteristics are part of the natural and handcrafted nature of certain furniture products.

However, significant damage, a material departure from the product description, or a genuine manufacturing defect will be assessed separately.

9. Return Authorization and Collection

All returns must be approved before an item is sent back.

To request a return, contact our customer service team using the contact details below and provide your order number and the reason for the request.

If the return is approved, we will provide instructions regarding the return authorization, collection arrangements, and any applicable costs.

Please follow these instructions carefully:

Do not arrange your own return shipment unless instructed.
Keep the item in its original packaging where possible.
Do not dispose of or materially alter a damaged product before the claim is reviewed.
Make the item available for collection at the agreed delivery address when required.

Return shipping and collection arrangements will depend on the reason for the return and the approved resolution. For eligible damage or defect claims, we will coordinate the appropriate arrangements with the supplier.

10. Refunds

Refunds are issued after the claim or return has been reviewed and approved, subject to applicable law.

Where possible, refunds will be issued to the original payment method.

Processing times may vary depending on the payment provider, financial institution, supplier review, and return circumstances. Once a refund is processed, additional time may be required for the funds to appear in your account.

If a replacement, repair, or partial refund is offered instead of a full refund, we will communicate the available options to you.

11. Order Cancellations

Orders may begin processing shortly after purchase. As a result, cancellation requests cannot always be accommodated once an order has entered fulfilment or shipment.

If you need to cancel an order, contact us as soon as possible with your order number.

We will check whether the order can be cancelled and explain the available options. Orders that have already shipped may be subject to the applicable return terms.

Nothing in this section limits cancellation rights provided by applicable law.

12. Contact Us

For questions about returns, refunds, damaged products, or order issues, please contact:

Find Furniture Online

Email: [Insert customer service email]

Website: [Insert website URL]

Please include your order number in all correspondence to help us review your request efficiently.

We will work with the relevant supplier or fulfilment partner to investigate your claim and communicate the next steps.