Damages and issues
Please inspect your order upon receiving and contact us by email immediately if the item is defective, damaged or if you receive the wrong item. We will evaluate the issue and make it right. We will provide support if the damage or issue is notified within 48 hours of delivery. If you receive the wrong item advise us within 5 days from delivery so we can correct the issue. Customers are responsible for ensuring the items ordered will fit inside their home. If an item does not fit then the typical restocking fee applies and funds will be in-store credit only.
Returns and Refunds
Please contact us via email (firstname.lastname@example.org) as soon as possible with a detailed description of the issue along with a photo. Also, include your order number, the date your order was delivered while requesting a return. To be eligible for a return, your item must be in the same condition that you received it, unassembled and unused, in its original packaging. You’ll also need the receipt or proof of purchase.
Any mattresses and customized items are FINAL SALE.
- You have 5 calendar days to return an item from the date you received it.
- Items have to be un-assembled (never assembled) and in original packaging and without any damages
- There will be a charge of restocking fee of 25% of the final price of the product.
- We underline that the buyer is responsible for the return shipping costs.
- All mattresses are final sale items due to hygiene reasons.
- Custom and Made-To-Order items cannot be returned, exchanged or refunded.
We are always glad to help our customers in the best way possible. We do allow cancellations for FULL refunds for our customers as long as all of the following criteria is satisfied:
- The item(s) that you have purchased is not in our possession
- The item(s) are not in transit to us from the supplier
- We can cancel the order with the supplier
There is a 35% cancellation fee to cancel an order that does not satisfy the above listed criteria.
If a piece of an item is in our possession or in transit the cancellation fee applies to the whole item (e.g. for an order of a dining table, the legs arrive and the top does not, the fee applies to the whole dining table).
If you would like to remove an item from your order, we can remove a single items as well. The item has to satisfy the above listed criteria to be eligible for a full refund or the cancellation fee of 35% applies.
Refund policy is subject to change without notice.
THERE IS NO CANCELLATIONS OR RETURNS ON CUSTOM OR MADE-TO-ORDER ITEMS.
STEPHEN'S FURNITURE LTD. DOES NOT REFUND THE DIFFERENCE IN PRICE IF THE PRICE CHANGES AFTER PURCHASE.