Warranty & Exchange Policy
Warranty & Policies
Exclusive Furniture understands that your new furniture is an investment. Once it’s set up in your home, you want to keep it there for a long time to come. That’s why we only stock the best furniture the world has to offer — and we stand behind it.
Warranty
We provide a free one-year in-house warranty limited to manufacturer’s defects only. This does not include accidental damages such as spills, rips, tears, scratches, cracks, water damage, or damages caused by everyday use.
- Extended Warranty: We offer a 5-year extended warranty that must be purchased at the time of purchase.
- Leather Care: Leather furniture must NOT be cleaned with chemical products. Damages caused by customer negligence are not covered.
- Mattress Warranty: Federal law requires the tag to remain intact and the mattress must have no stains; otherwise, the warranty may be voided. Mattress protectors are recommended.
- TVs & Electronics: TVs are covered for 1 year under the manufacturer warranty for manufacturer defects only. If you do not report defects within 24 hours of delivery, you must contact the manufacturer directly.
Returns & Exchanges
All sales are final. We have a no returns or exchanges policy because we sell brand-new merchandise only, and we do not bring used merchandise back into our warehouse due to sanitary/health considerations.
- No refunds for any reason on any invoice.
- Once an invoice has been signed and/or initialed, cancellations cannot be made for any reason.
- Cancellation Fee: With approval of upper management, canceled orders are subject to a 25% cancellation fee of the entire invoice amount.
- Special Orders: Must be paid in full before ordering. No refunds on special orders.
“As-Is” Items
“As-is” items may be out of stock, discontinued, open-box, or offered at an exceptionally low price. For these items, the traditional one-year warranty is voided and no longer applicable.
- No returns allowed on all “as-is” items.
- Extended warranty may be available at an additional cost — ask your sales associate about the 5-year plan before purchasing.
- If an extended warranty is not purchased, Exclusive Furniture is not responsible for future malfunctions, damages, or defects.
Delivery Policies
We deliver between 9:00am and 5:00pm, excluding Wednesdays and Sundays. (Our warehouse is closed on Wednesdays and Sundays and no deliveries are made on those days.)
Using delivery routing software, we route the night before and contact you with an estimated 3-hour delivery window. Drivers provide a courtesy call ~30 minutes before arrival.
Delivery FAQs
What will occur before my delivery?
A delivery team member will call the night before your scheduled delivery to confirm availability. Once confirmed, you will receive a call with a 3-hour estimated delivery window. Please note we are an all-day delivery service and circumstances beyond our control may cause early/late arrival.
What if I am unable to be home during the scheduled time of delivery?
Anyone 18+ may be present to accept delivery (neighbor, family member, friend, etc.). If needed, we can provide a call on the day of delivery to let you know the team is on the way. If those options don’t work, you may reschedule. Please note a re-delivery fee may apply.
What can I do to help ensure a successful delivery?
- Keep walkways outside your home clear of debris for safe access.
- Clear a path from the entryway to the delivery room and keep the room clean and open for assembly.
- If you live in an apartment/condo/office building, confirm any requirements (delivery hours, freight elevator, COI, etc.).
- Ensure an adult (18+) is present since we are an all-day delivery service.
Will the Exclusive Furniture delivery team disassemble and/or remove my old furniture?
Unfortunately, we do not disassemble or remove old furniture. We suggest contacting your city/town for disposal options or a local charity that may be able to pick up your furniture.
May I request that the delivery team remove their shoes before entering my home or business?
Our delivery personnel are not allowed to remove footwear for safety and OSHA compliance. For your convenience, our drivers can use protective booties over their footwear in inclement weather.
Why do I have to pay for delivery when other furniture retailers offer free delivery?
“Free delivery” is often built into the product price. We prefer to keep pricing straightforward and give you the choice between delivery or customer pick-up, with delivery charged separately.
If I decline delivery, may I pick up my furniture?
Yes. Merchandise can be picked up at our Central Distribution Center in Southwest Houston (11011 Westbrae Parkway, Houston, TX 77031), Monday–Saturday from 9am–5pm, excluding Wednesdays and Sundays.
If I opt to pick up my furniture, what will I need to bring with me?
- Full payment must be completed at one of our stores before pick-up can be scheduled.
- Bring valid ID (driver’s license, passport, or military ID) and a copy of your sales order.
- Bring a vehicle large enough for safe transport, plus rope/padding to secure the items.
- Warehouse staff will assist with inspection and loading; you are responsible for securing the load.
Please note: we cannot accept payments at the distribution center.
How long does Exclusive Furniture warranty furniture?
We offer a 1-year guarantee against factory defects on all new merchandise.
What is the difference between Protection 1st warranty and Exclusive Furniture guarantee?
The Exclusive Furniture guarantee covers factory defects for 1 year from delivery or pick-up. Protection 1st extends coverage to 5 years and may cover certain accidental damages, stains, and more (exclusions may apply). Please refer to the Protection 1st coverage sheet for details.
