Refund policy

Effective Date: September 2, 2026

We want you to feel confident shopping with Direct Furniture USA. If your purchase does not work out, eligible merchandise may be returned within 30 days of delivery.

Direct Furniture USA provides free authorized return shipping or pickup on eligible returns. A 20% restocking fee applies to buyer’s-remorse returns.

Please review the requirements below before requesting a return.

1. 30-Day Return Period

You may request a return of eligible merchandise within 30 calendar days after delivery.

All returns require prior authorization from Direct Furniture USA. Please do not ship or return merchandise to a manufacturer, distributor, warehouse, showroom, or other location without receiving return instructions from us.

The return request must be submitted within the 30-day period. Once approved, we will coordinate the return or pickup with you.

2. Return Eligibility

To qualify for a return, merchandise must generally:

  • Be unused and in resalable condition;

  • Be free from stains, odors, smoke, pet hair, damage, misuse, or excessive wear;

  • Include all parts, hardware, accessories, remotes, cords, and other components originally provided;

  • Not have been altered, modified, permanently installed, mounted, refinished, or repaired by the customer or an unauthorized third party; and

  • Be accompanied by the order number or other reasonable proof of purchase.

Standard assembly or setup performed by Direct Furniture USA or an authorized delivery provider does not make otherwise eligible merchandise nonreturnable.

If our white-glove delivery team removed the original packaging, you will not be required to provide that packaging simply to qualify for a return.

Returned merchandise may be inspected before a refund is issued.

3. Free Return Shipping

Eligible returns include free authorized return shipping or pickup from the original delivery address within our service area.

Direct Furniture USA will arrange or authorize the return transportation.

Please do not independently arrange a moving company, freight carrier, courier, storage service, or other return transportation unless we approve it in writing beforehand. Unauthorized transportation expenses will not be reimbursed.

Free return shipping means that we cover the standard transportation cost of an eligible return. It does not eliminate the applicable 20% restocking fee.

Additional charges may apply if extra costs result from:

  • A missed or refused pickup appointment;

  • Merchandise being unavailable or inaccessible for pickup;

  • Moving the merchandise to another address without approval;

  • Undisclosed access restrictions;

  • Customer-caused damage; or

  • Additional handling required because the merchandise was altered, improperly assembled, installed, or moved after delivery.

4. 20% Restocking Fee

Approved buyer’s-remorse returns are subject to a 20% restocking fee.

Buyer’s remorse includes situations where you:

  • Change your mind;

  • No longer want or need the merchandise;

  • Prefer another product;

  • Select the wrong size, color, finish, material, style, or configuration;

  • Decide the furniture is not comfortable;

  • Find that the furniture does not fit your room or delivery path; or

  • Find a lower price elsewhere.

The restocking fee is calculated from the amount actually paid for the returned merchandise before sales tax.

Example

If eligible merchandise was purchased for $2,000:

  • Purchase price: $2,000

  • 20% restocking fee: $400

  • Authorized return pickup: $0

  • Refund before applicable tax or other adjustments: $1,600

A restocking fee will not apply when a return is required because Direct Furniture USA verifies that the merchandise was delivered materially damaged, materially defective, or incorrect.

5. Nonreturnable Merchandise

The following items are generally not eligible for buyer’s-remorse returns:

  • Custom-made, personalized, custom-finished, or modified merchandise;

  • Merchandise produced using customer-selected nonstandard specifications;

  • Merchandise clearly identified before purchase as final sale or nonreturnable;

  • Clearance, closeout, liquidation, floor-model, display, or “as-is” merchandise when identified as final sale or nonreturnable;

  • Mattresses, foundations, adjustable bases, bedding, pillows, mattress protectors, linens, and similar hygiene-sensitive merchandise after protective packaging has been opened or removed;

  • Merchandise permanently installed, mounted, altered, modified, refinished, or reupholstered after delivery;

  • Merchandise damaged through misuse, neglect, improper cleaning, improper maintenance, or unauthorized repair;

  • Gift cards, except where required by law; and

  • Replacement parts ordered specifically for the customer.

A product is not automatically final sale simply because it is discounted.

Likewise, merchandise is not automatically nonreturnable merely because we ordered or transferred it from a manufacturer or distributor after your order was placed. Any material return restriction applicable to an item will be disclosed before purchase.

6. Damaged, Defective or Incorrect Merchandise

Please inspect your furniture when it is delivered.

Visible damage, missing pieces, or incorrect merchandise should be reported to the delivery team and noted on the delivery documentation whenever reasonably possible.

Concealed damage, defects, missing components, or incorrect merchandise should be reported to Direct Furniture USA within 5 days, preferably within 48 hours of delivery.

Please provide:

  • Your order number;

  • A description of the issue;

  • Photos showing the complete item;

  • Close-up photos of the damage, defect, or discrepancy; and

  • Photos of product labels and packaging when available.

Please do not discard damaged merchandise, components, labels, or packaging until we have reviewed the claim and provided instructions.

The 48-hour reporting request helps us document transportation and manufacturer claims quickly. It does not eliminate any rights that cannot legally be waived.

7. Resolving Damaged or Defective Merchandise

Depending on the nature of the issue, an appropriate resolution may include:

  • Replacement parts;

  • Professional repair or service;

  • Manufacturer warranty service;

  • Replacement of an affected component;

  • Replacement merchandise;

  • Exchange;

  • Partial refund; or

  • Return and refund.

A minor or reasonably repairable condition does not necessarily require replacement of the entire product or order.

If a return is required because we verify that merchandise was delivered materially damaged, materially defective, or incorrect, no 20% restocking fee or standard return transportation charge will apply.

8. Furniture Size, Fit, Comfort & Natural Variations

Before ordering, please carefully review product dimensions and measure your:

  • Room;

  • Doorways;

  • Hallways;

  • Stairways;

  • Elevators; and

  • Complete delivery path.

Manufacturer dimensions may be approximate and reasonable manufacturing tolerances may occur.

If merchandise substantially matches the product and dimensions ordered but does not fit your home or intended space, an approved return will be considered a buyer’s-remorse return and the 20% restocking fee will apply.

Comfort is also subjective. Differences in firmness, softness, seat depth, height, cushion feel, or similar personal preferences are not considered defects unless there is a verified product defect.

Furniture made from wood, marble, stone, leather, fabric, metal, or other natural or handcrafted materials may also have reasonable variations in color, grain, veining, texture, pattern, distressing, or finish.

Screen settings, photography, lighting, dye lots, and production batches may also cause reasonable differences between website images and delivered merchandise.

Normal material and manufacturing variations are not considered defects.

9. Refused Deliveries

Refusing delivery does not automatically cancel an order or qualify it for a full refund.

If otherwise correct and undamaged merchandise is refused because of a change of mind, fit problem, access problem, comfort preference, or another buyer’s-remorse reason, an approved return will be subject to the 20% restocking fee.

Additional charges may apply when a failed delivery, storage, redelivery, or extraordinary handling expense results from circumstances within the customer’s reasonable control.

If merchandise arrives materially damaged or incorrect, please notify the delivery team and Direct Furniture USA.

10. Condition of Returned Merchandise

Returned merchandise will be inspected.

A return may be denied or the refund reasonably adjusted if merchandise:

  • Has been damaged after delivery;

  • Shows evidence of use beyond reasonable inspection;

  • Has stains, odors, smoke exposure, pet hair, moisture damage, infestation, or contamination;

  • Is missing parts, hardware, or accessories;

  • Has been altered, modified, installed, refinished, or repaired; or

  • Is materially different from the condition represented when the return was approved.

Any deduction will reflect the reasonably documented loss in value or additional costs caused by the condition of the merchandise.

11. Refunds

Approved refunds will generally equal the amount paid for the returned merchandise, less:

  • The applicable 20% restocking fee;

  • Customer-caused damage or missing-component deductions;

  • Applicable failed-pickup or extraordinary handling charges;

  • Nonrefundable completed services; and

  • Applicable promotional, set, package, or bundle adjustments.

The standard authorized return shipping or pickup cost will not be deducted from an eligible return.

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

After the returned merchandise has been received and inspected, approved refunds are generally submitted within 7 to 10 business days.

Your bank, card issuer, financing provider, or payment service may require additional time to post the refund.

12. Sets, Bundles & Promotions

If merchandise was purchased as part of a set, package, bundle, or promotion, returning part of the purchase may affect the original discount.

When applicable, the refund may be adjusted to reflect:

  • The regular price of merchandise you keep;

  • The loss of a package or bundle discount;

  • The loss of a promotional discount; or

  • The value of a promotional item that is not returned.

Individual pieces from a set may not be independently returnable unless they were separately offered for sale or we approve the partial return.

13. Exchanges

Direct exchanges are not guaranteed.

When an exchange is approved, we may process the original merchandise as a return and create a separate order for the replacement product.

Buyer’s-remorse exchanges may be subject to the same 20% restocking fee that applies to returns.

14. Refunds, Replacements & Payment Disputes

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

However, a refund, chargeback, provisional credit, financing adjustment, replacement, exchange, insurance payment, or similar recovery does not create a right to receive duplicate compensation for the same purchase.

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

If a full refund or replacement is provided, you may be required to make the original merchandise available for authorized pickup.

Unless we agree otherwise in writing, a customer is not entitled to simultaneously:

  • Keep the original merchandise;

  • Receive replacement merchandise; and

  • Receive a full refund for the same merchandise.

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

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

15. Fraud & Abuse

Direct Furniture USA may deny a return or refund involving fraud or abuse, including:

  • False or fabricated damage claims;

  • Altered or misleading photographic evidence;

  • Substitution of merchandise;

  • Altered product labels or serial numbers;

  • Merchandise not purchased from Direct Furniture USA;

  • Intentional damage; or

  • Other deceptive activity.

We may request reasonable documentation needed to investigate a return or claim.

Direct Furniture USA may also restrict future purchases or return privileges in cases involving documented fraudulent or abusive activity, subject to applicable law.

16. Order Cancellations

This policy primarily applies after merchandise has been delivered.

Requests to cancel an order before delivery are governed by our separate Order Cancellations policy, including our 72-hour free-cancellation period.

17. Contact Us

To request a return, contact Direct Furniture USA through our Contact Us page.

Please include:

  • Your name;

  • Order number;

  • Delivery address;

  • Telephone number;

  • Email address; and

  • A brief description of your request.

Direct Furniture USA
DirectFurnitureUSA.com

18. 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.