- Return Policy
Return & Exchange Policy
You may return the eligible product back within 14 days of receipt. A Return Authorization number and a valid Invoice are required for all returns, exchanges or refunds. Merchandise must be in new condition and in original package; all the parts and packaging materials should be included. All refunds are subject to 25% restocking fee and return shipping fees, or we can credit these fees towards an item or equal or greater value only.
Buyer takes full responsibility to measure their space and make sure that the furniture will fit and will clear all doorways, stairways or elevator. Customer takes full responsibility for ordering the correct configuration, size, material and color.
Shade, texture and grain variations can occur in natural products, such as leather, stone and wood. Color representations may be vary based on computer settings and display technologies and cannot be disputed by the customer.
Buyer assumes responsibility for return shipping fees, as well as any restocking fees incurred.
How to Make a Return
Returns must be made within 14 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, contact us to initiate your return.
To fill out the Return Form Sign into your account. Navigate to the Completed Orders section and click on the Return Item(s) button to obtain your Return Authorization Number (RAN) and fill out the Return Form.
Repackage the item in the original packaging and ship it back to us. We cannot accept returns if the original packaging is not included. Do not discard of the skids your order arrived on, as you will need them if your order arrived on skids. If freight pick up is required, Buyer is responsible for getting the item(s) secured to the skids and set outside in an open space for carrier pick up. Please be available when the driver arrives to pick up. Additional charges for repackaging will not be covered or reimbursed by MBW Furniture
Returns should be sent to:
4777 Fulton Industrial Blvd
Atlanta, GA 30336 | USA
Receive refund amount less restocking fee & return shipping fees or we can credit these fees towards another purchase
If an order is refused because it would not fit through buyer’s entrance or simply did not compliment the buyer’s design style, return shipping fees and a restocking fee will apply. Please ask as many questions as possible. All returns are subject to 25% restocking fee. The cost of return shipping will also be deducted from your refund.
Once the returned item has been received, verified and also confirmed to be free of damage, modification or wear, the refund will be processed.
The refund will be given in the original form of payment. Cash and check payments will be refunded via company check and will only be issued regular postal service.
Items returned without the proper RA number may delay the refund process. Please read your return instructions carefully to avoid delays and unnecessary expenses.
Please be patient during this period as it may be a lengthy process, due to transportation management and circumstances that are out of the reach of both parties. Please refrain from submitting a charge-back with your card company as this will affect the refund process due to possibly taking up to 180 days to complete meditation.
In an effort to process and ship orders as quickly as possible, order cancellations must be received within 48 hours of purchase. After 48 hours, a 10% cancellation fee will apply to all orders. If the order has already shipped, then a restocking fee will apply.
Once an order has already shipped, it cannot be cancelled, rerouted or redirected.
If you would like to return the item, you will need to follow our "Standard Return Policy." Please do not refuse the delivery of non-damaged goods. A delivery refusal may complicate the return and refund process.
Special Orders are not returnable, no exceptions. If the Special Order is cancelled by the customer during the production or transportation - the customer's deposit of such order may be forfeited.
Damage Claim Filing
Items prior to being shipped out are thoroughly inspected by our quality control team. Because of this, furniture deliveries are received in good condition UNLESS damaged in transit.
You have both a right AND a responsibility to inspect all items carefully during the delivery.
Customers who sign for delivery and do not notate "Damage upon delivery" assume responsibility if merchandise is damaged. If the product itself appears severely damaged or it’s the wrong item you must take pictures of the packaging when being unloaded or while in the truck, you should submit the pictures and you may refuse the delivery. Please notify us of refusal so we can anticipate the return and send out a new item.
Please make arrangements to prepare yourself and have help upon delivery of your merchandise as most deliveries consist of large and heavy items. At the time of delivery, open the items out of the packaging to check for damages in presence of the driver. If the truck driver is not willing to wait for you to inspect the actual item, you MUST write: "TRUCK DRIVER REFUSED TO WAIT" and “DAMAGED UPON ARRIVAL” on the delivery receipt.
If the packaging or product has any damage or if there is any reason you are concerned with the delivery:
If it is damaged, you MUST write “Product Damaged” on the tracking company's receipt called proof of delivery or the Bill Of Lading (BOL) prior to signing off.
If anything is missing, you MUST list the missing items on the delivery receipt.
You MUST retain applicable packaging materials, and notify us immediately.
Take pictures of the damaged items immediately.
In the event that damage is not noted on the BOL when signed "received in good condition", on the delivery receipt or the applicable packaging materials are not retained, would make it impossible to file a claim with the trucking company. In this case, it will be impossible for us to help out with any claim filed.
Damaged items must be noted on the freight/delivery receipt at the time of delivery acceptance. We recommend having a camera handy in-case you need to photograph packaging as well as the item(s). You must then contact us immediately so we can remedy the situation. Any damage must be reported to us within 24 hours.
ITEMS MUST BE RETURNED IN ORIGINAL PACKAGING - WE CANNOT ACCEPT ANY RETURN NOT IN THE ORIGINAL PACKAGING.
If an item is repairable, we will attempt to send out a repair tech to initiate the necessary repairs, if we feel the item(s) can be restored to new condition.
Please allow us 7-10 business days to arrange for this service.
Customer is responsible for:
CANCELLATION FEE: 10%
RETURNS/RESTOCKING FEES: 25% OR CREDIT OF THIS AMOUNT TOWARDS THE PURCHASE OF ANOTHER ITEM
RECONSIGNMENT FEE: $95
EXPEDITED SHIPPING: SEE FEE SCHEDULE
PROTECTION PLANS: SEE FEE SCHEDULE
UPGRADES TO SHIPPING/DELIVERY: SEE FEE SCHEDULE
All items must be returned in original packaging, additional costs for packaging for returns will not be covered or reimbursed by MBW Furniture.
Expedited shipping fees are non-refundable
Additional insurance is 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
For sanitary reasons, we cannot accept returns/exchanges on mattresses or bedding.
Special purchases, including: special orders, custom orders, specials of the week, clearance items, closeout items, floor models, etc.
Any item that has been modified or used in any way, or that has been assembled or installed.
Any item that is not in resalable condition.
Any personal use products, such as mattresses, pillows and bedding.
Any item not accompanied by a Return Authorization Number issued by MBW Furniture
Any item that has been altered, painted or fixed
Any item that is not in the original box with sufficient packaging materials.
ALL INTERNATIONAL SALES ARE FINAL - NO REFUNDS OR RETURNS ARE ALLOWED
Please note that returned items found to be in working condition or shipped as ordered may not be eligible for a full refund and return shipping will be deducted from the refunded amount.