Refund and Returns Policy
Refund & Returns Policy
Please read the following policy carefully. By placing an order with Exclusive Furniture, you acknowledge and agree to these terms.
Contact Us First — We're Here to Help
Before requesting a return, cancellation, exchange, reselection, or order change, please contact our Customer Service team first. We may be able to update your order, answer questions, resolve concerns, confirm eligibility, or provide a solution that works for you.
Return Policy Summary (United States)
This summary reflects the return policy information provided to our partners, including Google.
- Return Window: Returns must be initiated within 3 days of receiving your order.
- Eligible Returns: We accept returns for both defective and non-defective products that meet the condition requirements. Customers must contact Exclusive Furniture Customer Service first before returning any item. Returns may be eligible, but they must be reviewed, confirmed, and approved by Customer Service before any item is returned, exchanged, or dropped off.
- Condition Requirement: Products must be new only, unused, unassembled, and in original condition.
- Exchanges: We accept exchanges on eligible items after review and approval by Customer Service.
- Return Method: Approved returns are handled in-store at a designated drop-off location.
- Restocking Fee: Approved returns are subject to a 25% restocking fee of the product price.
- Refund Processing Time: Refunds are processed within 7 days after the item is received and inspected.
Important: Please do not return, exchange, or drop off any item without contacting Customer Service first.
In such cases, only a reselection at an Exclusive Furniture store may be permitted, and any additional delivery charges will be the customer’s responsibility.
Online Order Return Policy
If you have any issues with the item(s) you ordered online, please contact Customer Service as soon as possible before requesting a return, cancellation, exchange, reselection, or order change.
- Customers must contact Exclusive Furniture Customer Service first before returning any item. Returns may be eligible, but our team must first review the order, confirm the condition requirements, and provide the next steps before any return, exchange, or drop-off is accepted.
- Once Customer Service calls the customer, confirms the order details and delivery or pickup date, and the customer approves the order, no refund can be issued.
- Once you sign off on the item and take it home with you, no refund of any kind can be issued. Only a reselection at an Exclusive Furniture store may be available, and the customer will be responsible for any additional delivery costs.
All Sales Final: At Exclusive Furniture, once Customer Service has called the customer, confirmed the order details and delivery or pickup date, and the customer has approved the order, the sale is considered final. Under these conditions, there are no returns, exchanges, or refunds unless otherwise approved by management or required by applicable policy.
- Exclusive Furniture sells brand-new merchandise only; therefore, we are not able to take back any furniture that has been used.
- We are mindful of sanitary and health concerns and do not bring used merchandise back into our warehouse.
Cancellations: With approval of upper management, a 25% cancellation fee of the entire invoice amount may apply on canceled orders.
Special Orders: If a customer places a special order, the invoice must be paid in full before the merchandise can be ordered. There are no refunds on special orders.
Please note that cancellation or change requests received after an order has been processed, scheduled, customized, confirmed, approved, or delivered may be subject to applicable fees and restrictions.
Out of State Order Return Policy
If you live outside the state of Texas and have any issues with the item(s) you ordered online, please contact us as soon as possible.
- Customers must contact Exclusive Furniture Customer Service first before returning any out of state order.
- Once Customer Service calls the customer, confirms the order details and delivery or pickup date, and the customer approves the order, no refund can be issued.
- Once you sign off on the item and take it home with you, no refund of any kind can be issued. Only a reselection at an Exclusive Furniture store may be available, and the customer will be responsible for any additional delivery costs.
- For out of state orders, the customer may purchase Shipping Insurance at the current rate for their shipment.
- The customer may also purchase a protection plan to further insure the furniture purchased from Exclusive Furniture.
User Agreement Notice
This User Agreement, the Exclusive Furniture Privacy Policy, and all policies posted on our exclusivefurniture.com domain, including sub-domains, related sites, applications, APIs, and tools, describe the terms and conditions under which you may access and use our services.
By accepting these terms, you acknowledge that we may modify this User Agreement at any time in our sole discretion. We will notify you of changes via email and/or by posting the modified User Agreement on the Exclusive Furniture website and updating the Last Revised Date. Changes take effect immediately after posting or on the stated effective date. Continued use of the services constitutes acceptance of the modified terms.
Reminder: Once Customer Service has called the customer, confirmed the order details and delivery or pickup date, and the customer has approved the order, the sale may be considered final and may not be eligible for refund, return, exchange, or cancellation.
Once your invoice has been signed and/or initialed, cancellations cannot be made for any reason. Refunds are not given for any reason on any invoice unless otherwise approved by management or required by applicable policy.
“As Is” Items
- We periodically offer “as is” items that are going out of stock or being discontinued at an exclusively low price.
- For these items, our traditional one-year warranty is voided and no longer applicable to any items purchased from the store floor or website marked “as is.”
- No returns are allowed on all “as is” items.
- Extended warranty may be available at an additional cost and must be purchased at the time of sale.
- If an extended warranty is not purchased, Exclusive Furniture is not responsible for future malfunctions, damages, or defects.
Delivery Orders
Customers are responsible for the following:
- Ensure an adult 18 years or older is present to receive delivery.
- Have the room empty, clean, and ready for delivery. Our delivery team does not move existing furniture.
- Clear hallways and doorways for safe delivery.
- Have possession of the apartment or house before scheduling delivery. If the home is not ready, the customer is responsible for a re-delivery fee.
- Book freight elevators if necessary.
- If merchandise is left in another room or garage at the customer’s request, Exclusive Furniture is not responsible for damages if the customer moves it themselves.
- Keep your full day available. You are given an estimated 5-hour timeframe. Please allow 2–3 hours for unforeseen circumstances.
- If a damaged or incorrect item is delivered, do not accept it. Send it back and notate it on your delivery ticket.
- Report minor damage within 48 hours of receipt by calling 713-733-0606 option 6.
- To cancel or reschedule delivery, contact the store you purchased from at least 48 hours before delivery to avoid a $129 re-delivery fee.
Our Customer Service Department will schedule your delivery once items are available. After confirming your delivery date, we provide a 5-hour timeframe for arrival.
Pick-Up Orders
Customers are responsible for the following:
- Securing the product for transportation, including blankets, rope, tie-downs, and other needed materials.
- Any damage caused to the customer’s vehicle from loading or during transit.
- Force loading of product.
- Any damage to merchandise during transit or transportation.
- Inspection of furniture upon pick-up and before loading.
- Scheduling a pick-up appointment by calling 713-773-0606 option 4.
- Please allow 60–90 minutes of wait time when picking up furniture.
- Once merchandise has been picked up from the warehouse, Exclusive Furniture will not be held responsible for damages incurred during transit or assembly.
