Returns & changes
Returns, cancellations and changes to an order
Review before committing
Changing your mind about a room
Write to cancel before the order goes into production or gets packed. After that, unused stock pieces can come back in their cartons for a 35% restocking fee.
The terms below govern changes and returns. Contact the team with the order reference and the item involved before taking action, and retain the written response with your order record.
Read ordering stepsFrom the furniture collection
Furnishing a house means changing your mind now and then. A chair that looked right on the screen looks wrong beside the paneling; the private room gets smaller in the final drawings. This page sets out what can change, when, and at what cost.
Cancelling before the work starts
Put a cancellation in writing and it holds as long as the order has not gone into production or been packed. Write as soon as you know; a day can decide which side of that line you land on. Past that point, the return terms below take over.
Custom pieces are final
Once the order is confirmed, a custom piece can neither be cancelled nor sent back. Custom here means three things: an upholstery that is not on the option list, a finish or stain made to order, or a size or shape beyond the standard range. Once such a line is being built, it cannot be altered either. It is the best reason to order samples before you confirm a room in a new color.
Returning stock items
Standard stock pieces can come back. We charge a restocking fee equal to 35% of their value, and stock pieces cancelled once packed, before they ship, carry the same fee. Freight both ways is your cost.
To see what that means on a real order: return 50 stock chairs bought at $120 each, $6,000 of furniture in all, and the fee comes to $2,100 before any freight.
What a return must look like
Send it back unused, in the cartons it came in. Packing and palletizing are on your side. A piece that reaches us damaged earns no credit, so wrap it the way it arrived.
Refusing a delivery
A shipment you refuse becomes a return, unless the carrier damaged it. The bill then covers both legs of freight, the restocking fee and any added carrier costs. If the cartons are damaged, accept and note it on the bill of lading instead; the delivery page covers that.
Changing an order after confirmation
Quantity, configuration or delivery details can change after confirmation only with our written agreement. A change may add freight and restocking charges, and we tell you the cost before you agree. Ten more chairs for the private room are usually simpler as a new line than as an edit to the old one.
Shortages and defects
A short count or a faulty piece has to be reported in writing, three days at most after delivery. Defects fall under the warranty and are not handled as returns; the FAQ has the short version of both, which sets out the periods by product type and what a claim needs.
How to ask
Write to sales@commercialhospitalityfurniture.com and give us the order reference, which site it went to, the lines and how many of each, and why. A note such as "six of the twelve stools, wrong height for the rail" is enough for us to start. Nothing is shipped back until you have a written reply from us with the next steps. Put ORDER and the project name in the subject so it reaches the right person the same day.