RETURNS & REFUNDS
(click on (+) to expand each section)
Order Cancellation (+)
Change of heart? Find it priced lower somewhere else?
We realize there is a lot of competition for your business, and while many prices appear to be the same, not all prices are equal. We offer superior customer
service, knowledgeable staff, and free shipping. If you find a lower price, submit the competitor's website, identical item from legitimate seller, and published
price to the Price Beater, and we will match or beat that price. The Price Beater thoroughly investigates all offers and services included, and issues our best
price based on all information. You can find the Price Beater located on every listing, as well as at the top of every page.
Due to our commitment to process orders quickly, there is a limited period of time in which your order can be canceled. Once an order is processed, we
are obligated to purchase the item from the manufacturer. Please contact us within 24
hours from purchase date and request your order to be canceled. After the 24 hours, a cancellation fee will be charged (20% of purchase price). We cannot
cancel an order under the following circumstances: the order has arrived to our warehouse to be shipped out, order is in transit to the customer, order has
been delivered to the customer. The order can still be returned in accordance with our Return Policy. Items that have been shipped and are refused for
delivery for any reason other then packaging damage will be considered a cancellation and will be subject to the return policy.
Received a Damaged Item (+)
We can fix it on site, replace it, or offer you a refund
All items are fully insured with the Freight Carrier against damage in transit with the notation of such damage on the delivery receipt. Options are
limited in cases when the delivery receipt is not notated with all issues. In the rare event that you receive a damaged item the following steps must be
- Notate all damage to packaging and products on the delivery receipt before the driver leaves - they are obligated to wait so you can properly
inspect your order
- Accept delivery of your complete order if you would like us to repair the item in your home. Having the damaged furniture in your home allows us to
remedy the issue quicker and also provides you with furniture to use in the meantime. MBW Furniture will repair to first quality or replace your
damaged furniture. If the item is beyond repair please DENY the shipment and have it returned due to damage. Any damage must be reported to us within 48
hrs of delivery.
- Contact us within 48 hours of delivery so that we can remedy the
issue. If we feel the issue cannot be repaired on site, a replacement product or refund will be issued.
- Document and photograph all cartons, packages, etc in clear, precise, detailed pictures
If you choose to return an order with damage it can be returned using our 30 Day Money Back Guarantee.
30 DAY MONEY BACK GUARANTEE
At MBW Furniture, we strive to work with our customers to ensure that every purchase is a positive experience. If you are unhappy with your purchase
for any reason, you can return it within 30 days. The 30 days starts once you have received your item, and your return must be in transit to us by the 30th day.
Customer is responsible for return shipping costs back to our warehouse and may be subject to a restocking fee. For sanitary reasons, we cannot accept
returns on mattresses or bedding.
How to Make a Return (+)
Returns and/or refunds; steps to take to make your return
HOW TO RETURN
- Contact us to obtain your Return Authorization Number (RAN) and fill out the Return
- Repackage the item in the original packaging and ship it back to us. If freight pick up is required, Buyer is responsible for getting the item outside.
- After the item is completely packed, please call 404.696.2399 to receive the completed Bill of Lading required by the driver picking up.
4777 Fulton Industrial Blvd
Atlanta, GA 30336 | USA
- Receive refund amount less return shipping costs, customs fees, and restocking fee.
- Any additional costs incurred during the preparation and delivery of return items (packing materials, putting items on pallet, hiring extra delivery person)
Reasons for Return/Refund (+)
Our return and refund policy on all purchases
- Returns must be made within 30 days of receipt of item in order for us to process your refund in a timely manner.
- Prior to returning item, Customer must contact us for Return Authorization Number and fill out the Return Form.
- Customer is responsible for return shipping costs to our warehouse.
- Items that have been shipped and are refused for delivery will be considered a cancellation and will be subject to the return policy.
- Returned item must be in original packaging and condition, along with any accompanying parts, hardware, and/or accessories.
- Customer is responsible for properly packing the item; large items must be strapped to a pallet to meet our carrier safety requirements. We strongly
recommend using a carrier with tracking and insurance. We cannot be responsible for any loss of the returned shipment.
- Customer is responsible for any additional costs incurred during the preparation and delivery of return items (packing materials, putting items on pallet,
hiring extra delivery person).
- If your initial order incurred additional shipping fees, (due to remote areas, islands, congested cities) there will be a fee for return shipping.
- In the event the return item arrives damaged due to assembly or improper packing, we will deduct the repair amount from your refund.
- After inspecting returned item, we will refund the purchase price, less return shipping costs and restocking fee.
- All returns will be charged a restocking fee (25% for purchases over $750, 30% for purchases under $750) OR customers can opt to receive a 50% of
purchase price as store credit, good toward future purchases from us up to 6 months from refund date.
- Refund will be made in the original form of tender.
- Refunds/Store Credits are issued to original Customer and are non-transferable.
- For Platinum White Glove orders, an additional 10% repackaging fee will be charged.
- Expedited shipping fees are non-refundable.
- Additional insurance is non-refundable.
- Wood and Fabric swatch samples are non-refundable.
- We cannot accept returns or grant refunds on any opened and/or used furniture care items, which includes but is not limited to; polish, wax, touch-up
markers, cleaners, care kits, table pads, and furniture care accessories
- MBW Furniture cannot accept returns due to color mismatches - it is the customer's responsibility to match color(s) before ordering
- Products labeled as Clearance or Final Sale are non-returnable
- For sanitary reasons, we cannot accept returns/exchanges on mattresses or bedding.
- ALL INTERNATIONAL SALES ARE FINAL - NO REFUNDS OR RETURNS ARE ALLOWED
Please understand that our Custom Orders are made to order, specifically for each Customer. Once production has begun on a custom piece, we cannot
cancel the order.
- Partial payments or deposits on a Custom Order are non-refundable.
- Swatch samples are non-refundable.
- We will issue a store credit on returned Custom Orders, less 50% restocking fee based on purchase price, valid up to 6 months from issue date.
- If the Custom Order has been shipped, the Customer is responsible for return shipping charges to ship it back to us.
- See Return Policy above for other restrictions.