Order Cancellations

Effective Date: September 2, 2026

We understand that plans can change. Direct Furniture USA provides a 72-hour free-cancellation window on eligible orders.

After that period, cancellation may still be free if the order has not been released for fulfillment. Once an order has been released, an approved customer-requested cancellation may be subject to a 20% cancellation fee.

Please review the terms below before requesting cancellation.

1. 72-Hour Free Cancellation

You may cancel an eligible order for a full refund with no cancellation fee within 72 consecutive hours after placing the order.

The 48-hour period:

  • Begins at the order time shown in your order confirmation;

  • Is measured in Eastern Time; and

  • Includes weekends and holidays.

For example, an order placed Monday at 3:00 p.m. may be cancelled without a cancellation fee until Wednesday at 3:00 p.m.

A cancellation request submitted within the 72-hour period qualifies for free cancellation even if ordinary order processing, inventory reservation, or supplier communication has already begun.

2. How to Request a Cancellation

Submit your cancellation request as soon as possible through our Contact Us page or customer-service email.

Please include:

  • Your name;

  • Order number;

  • Billing or delivery address;

  • Telephone number;

  • Email address associated with the order; and

  • The item or items you want to cancel.

The timestamp of your successfully submitted written request determines whether you qualify for the 72-hour free-cancellation window.

We recommend keeping a copy or screenshot of your cancellation request.

An order is considered cancelled after Direct Furniture USA confirms the cancellation in writing.

3. Cancellation After 72 Hours

After the 72-hour free-cancellation period expires, an order may still be cancelled without a cancellation fee if it has not yet been released for fulfillment.

Once the order has been released for fulfillment, an approved cancellation is generally subject to a 20% cancellation fee.

4. When an Order Is Considered Released

An order may be considered released for fulfillment when one or more of the following has occurred:

  • A purchase order has been submitted to or accepted by a manufacturer, distributor, or supplier;

  • Inventory has been reserved or allocated;

  • A warehouse transfer has begun;

  • Product preparation, inspection, packaging, finishing, or assembly has begun;

  • Production or customization has started;

  • Freight transportation has been scheduled or initiated;

  • Merchandise has been transferred to a local warehouse or delivery facility; or

  • Delivery preparation, staging, routing, or scheduling has begun.

Your online order status may not immediately reflect actions performed by a manufacturer, supplier, warehouse, freight carrier, or delivery provider.

5. 20% Cancellation Fee

If both of the following apply:

  1. The 72-hour free-cancellation window has expired; and

  2. The order has been released for fulfillment,

an approved customer-requested cancellation is subject to a 20% cancellation fee.

The fee is calculated using the amount actually paid for the cancelled merchandise before sales tax.

Example

For merchandise purchased for $2,000:

  • Purchase price: $2,000

  • 20% cancellation fee: $400

  • Refund before applicable tax adjustment: $1,600

No cancellation fee applies when Direct Furniture USA or applicable law requires a full refund.

6. Orders That Have Shipped

If merchandise has already shipped but has not yet been delivered, Direct Furniture USA will determine whether the shipment can be stopped, redirected, or recovered.

An approved cancellation at this stage may be subject to the 20% cancellation fee.

Direct Furniture USA will arrange any authorized shipment recovery. Please do not independently arrange freight, storage, redirection, or return transportation without prior approval.

Additional charges may apply if extra costs result from:

  • An incorrect delivery address;

  • Unauthorized shipment redirection;

  • Failure to cooperate with authorized recovery;

  • Use, assembly, installation, moving, or damage after cancellation confirmation; or

  • Failure to surrender merchandise delivered after a confirmed cancellation.

7. Delivered Orders

Once merchandise has been delivered, a request to send it back is generally governed by our Returns & Refunds policy rather than this cancellation policy.

Eligible buyer’s-remorse returns may be subject to a 20% restocking fee.

Direct Furniture USA will not charge both a 20% cancellation fee and a 20% restocking fee for the same merchandise.

8. Refused Deliveries

Refusing delivery does not automatically cancel an order or guarantee a full refund.

If correct and undamaged merchandise is refused because of a change of mind, fit problem, access problem, scheduling issue, or another buyer’s-remorse reason, the order may be treated as:

  • A post-release cancellation; or

  • A buyer’s-remorse return.

The applicable 20% cancellation fee or 20% restocking fee may apply, but both will not be charged for the same merchandise.

Additional failed-delivery, redelivery, or storage charges may apply when the costs result from circumstances within the customer’s reasonable control.

9. Custom, Personalized & Made-to-Order Merchandise

Custom-made, custom-finished, personalized, modified, or customer-configured merchandise generally qualifies for the standard 72-hour free-cancellation window unless a different restriction was clearly disclosed and accepted before purchase.

After the 72-hour period, custom merchandise may become noncancellable once:

  • The manufacturer or supplier accepts the order;

  • Materials have been ordered or cut;

  • Production or customization has begun; or

  • The merchandise can no longer reasonably be returned to regular inventory.

Examples may include:

  • Custom fabrics or leather;

  • Custom finishes;

  • Custom dimensions;

  • Personalized designs;

  • Nonstandard configurations; and

  • Customer-requested modifications.

If a manufacturer permits cancellation after production has begun, documented nonrecoverable charges may apply.

10. Special-Order, Clearance & Final-Sale Merchandise

Merchandise is not automatically noncancellable simply because it was ordered from a manufacturer or distributor after your purchase.

Unless otherwise disclosed before purchase, standard special-order merchandise follows the normal cancellation rules:

  • Free cancellation within 72 hours;

  • Free cancellation after 72 hours if the order has not been released; and

  • A 20% cancellation fee after 72 hours if the order has been released.

Merchandise clearly identified before purchase as final sale, noncancellable, custom, clearance, liquidation, floor model, display model, or “as-is” may have additional restrictions.

A discounted price alone does not automatically make an item final sale.

11. Order Changes & Partial Cancellations

A request to change a product, size, color, finish, fabric, configuration, quantity, or other major order detail may be treated as:

  1. A cancellation of the original merchandise; and

  2. A new order for the replacement merchandise.

Changes requested within the 72-hour free-cancellation period will not incur a cancellation fee.

After 72 hours, a 20% cancellation fee may apply if the original merchandise has already been released.

Partial cancellations may also affect:

  • Set pricing;

  • Bundle pricing;

  • Package discounts;

  • Quantity discounts;

  • Promotional merchandise; or

  • Other order-based incentives.

Any applicable adjustment will be explained before the partial cancellation is finalized.

12. Delivery Delays

If Direct Furniture USA cannot deliver merchandise within the promised delivery date or period stated in your order documents, you may be offered the choice of:

  1. Cancelling the affected merchandise for a full refund; or

  2. Accepting delivery on a specified later date.

No cancellation fee or restocking fee will apply when you cancel because Direct Furniture USA cannot meet the promised delivery obligation and you do not accept the revised date.

If only part of the order is delayed, you may be able to cancel the undelivered portion for a full refund.

13. Product Unavailability or Merchant Cancellation

Direct Furniture USA may cancel an order if:

  • Merchandise is discontinued;

  • A manufacturer or supplier cannot fulfill the order;

  • Inventory information was materially inaccurate;

  • A selected configuration is unavailable;

  • The product cannot be supplied within the promised delivery period;

  • The product cannot legally or safely be supplied; or

  • Another fulfillment issue prevents completion.

If Direct Furniture USA cancels for one of these reasons, you will receive a full refund for the cancelled merchandise and any related services that were not performed.

No cancellation fee will apply.

We may offer an alternative product, but you are not required to accept a substitution.

14. Pricing or Listing Errors

We make reasonable efforts to keep product information, pricing, promotions, specifications, and availability accurate.

If an order is affected by a material pricing, product, quantity, configuration, promotion, or availability error, Direct Furniture USA may cancel the affected merchandise and issue a full refund.

You may be offered an opportunity to place a corrected order, but you will not be required to do so.

15. Fraud, Payment Verification & Customer Information

Direct Furniture USA may place an order on hold, decline it, or cancel it when reasonably necessary to investigate:

  • Suspected fraud;

  • Unauthorized payment use;

  • Failed payment authorization;

  • Identity-verification concerns;

  • Billing or delivery address discrepancies;

  • Financing denial; or

  • Other payment or security concerns.

We may also place an order on hold if information needed for fulfillment is incomplete or inaccurate.

If the customer’s failure to provide accurate information causes cancellation after the 72-hour period and after the order has been released, the applicable 20% cancellation fee may apply.

Merchant-initiated cancellation based solely on payment-verification concerns will not incur a cancellation fee.

16. Refunds

For a fee-free cancellation, the refund generally includes:

  • The amount paid for the cancelled merchandise;

  • Applicable sales tax; and

  • Charges for related services that were not performed.

For a cancellation subject to the 20% fee, the refund generally equals:

Amount paid for the cancelled merchandise minus the 20% cancellation fee.

Approved refunds will ordinarily be issued to the original payment method.

Cancellation refunds are generally submitted within 7 to 10 business days after cancellation is finalized.

Banks, card issuers, financing providers, and other payment services may require additional processing time.

17. Financing & Installment Purchases

If an order was paid through a financing company or installment provider, an approved refund will be submitted through that provider.

Cancelling the merchandise does not necessarily close a separate financing account.

You may need to contact the financing provider regarding:

  • Pending statements;

  • Payment schedules;

  • Interest;

  • Promotional financing; or

  • Account closure.

18. Payment Disputes & Duplicate Recovery

Nothing in this policy prevents a customer from exercising a lawful right to dispute a payment.

However, a chargeback, provisional credit, final charge reversal, financing adjustment, cancellation refund, replacement, insurance payment, or other reimbursement does not create a right to receive duplicate compensation for the same transaction.

While a payment dispute is pending, Direct Furniture USA may temporarily pause an overlapping refund, replacement, store credit, exchange, or additional shipment while the transaction is reviewed.

Any provisional credit, final charge reversal, refund, replacement, or other recovery already received may be considered when determining whether any additional amount remains due.

Direct Furniture USA will not intentionally issue duplicate refunds for the same purchase.

Nothing in this section limits rights that cannot legally be limited or waived.

19. Confirmed Cancellations

Once Direct Furniture USA confirms an order cancellation:

  • The cancelled merchandise should not be accepted, used, assembled, installed, or retained if it is delivered by mistake;

  • Promotional benefits associated with the cancelled merchandise may be adjusted;

  • Replacement merchandise may require a new order; and

  • Future pricing and availability are not guaranteed.

If cancelled merchandise is delivered by mistake, please contact us and make it reasonably available for authorized pickup.

Standard pickup costs will not be charged for merchandise delivered after a confirmed cancellation.

20. Contact Us

To request an order cancellation, contact Direct Furniture USA through our Contact Us page.

Please include:

  • Your name;

  • Order number;

  • Billing or delivery address;

  • Telephone number;

  • Email address; and

  • The item or items you want to cancel.

Direct Furniture USA
DirectFurnitureUSA.com

21. Your Legal Rights

Nothing in this policy limits or waives any consumer right or remedy that cannot legally be limited or waived under applicable federal, state, or local law.

If any provision of this policy conflicts with applicable law, applicable law will control.