Welcome to FURNITURE R US. The following outlines our official return, exchange, and refund policy. This policy applies to all orders within the United States and governs post-sales procedures for our entire product range—including furniture, wicker/rattan items, lighting, storage solutions, decorative mirrors, and rugs—to safeguard consumer rights in compliance with local U.S. e-commerce standards.
1. Eligible Scenarios for Returns and Exchanges
We accept return and exchange requests within the designated post-sales period for the following situations: damage, cracking, or deformation occurring during transit; quality issues such as material flaws, manufacturing defects, or structural instability; discrepancies between the received item (model, style, or quantity) and the order details; and order inaccuracies caused by shipping errors (e.g., wrong items sent or missing items).
2. Conditions and Exclusions
Basic Conditions: All items submitted for return or exchange must be in brand-new, unused condition, free from man-made wear, scratches, stains, moisture damage, unauthorized modifications, or impact damage. Original packaging, accessories, and manuals must be complete and intact, ensuring the item remains suitable for resale. Natural characteristics—such as standard wood grain, color variations, or subtle texture differences in natural solid wood and woven rattan/grass products—are inherent to the materials and do not constitute quality defects; therefore, returns or exchanges based on these characteristics are not accepted.
Exclusions: Damage caused by misuse, unauthorized disassembly or modification, or product aging/deterioration due to prolonged exposure to moisture or direct sunlight; orders exceeding the post-sales application deadline; normal wear and tear or inherent material variations (color/texture); and requests based on subjective reasons (such as personal preference or misjudgment of size) where the product has already been used.
3. Validity Period for Returns and Exchanges
Post-sales requests are accepted for all products within 30 days of the order delivery date. Customers must submit their request and complete the necessary coordination within this 30-day window; requests made after this period will not be eligible for returns, exchanges, or full refunds. 4. Detailed Return Process
Step 1: After confirming eligibility for a return, the customer contacts customer service to submit a return request, stating the reason and providing photographic proof of the product.
Step 2: Once customer service approves the request, the official return address is provided.
Step 3: The customer packs the complete product and all accessories securely and ships the item.
Step 4: Upon confirmation of delivery via the logistics tracking system, we verify the product's condition and proceed with the refund process.
Official Return Address: 224 Main St, City of Orange, NJ 07050
5. Detailed Exchange Process
Step 1: The customer contacts customer service within the 30-day post-sales eligibility period to submit an exchange request, stating the reason and uploading proof of the product issue.
Step 2: After customer service verifies eligibility, they provide details regarding the exchange and shipping instructions.
Step 3: The customer packs the product—ensuring it is undamaged and includes all accessories—and ships it to the designated address.
Step 4: Upon receipt and verification of the returned item, we arrange for the shipment of a brand-new, authentic replacement product.
Official Exchange Return Address: 224 Main St, City of Orange, NJ 07050
6. Detailed Refund Process
We will initiate the refund process within 1–3 business days after successfully receiving the returned item and verifying its condition. All refunds will be issued to the customer's original payment account. While the banking system typically processes these transactions within 1–3 business days, actual receipt times may vary; the final timing depends on the settlement schedule of the customer's issuing bank.
7. Shipping Cost Responsibility
Shipping costs covered by the merchant: We cover all round-trip shipping costs for returns or exchanges resulting from issues attributable to us—such as product quality defects, manufacturing flaws, damage during transit, or incorrect/missing items. Customers are not required to pay any logistics fees in these cases.
Shipping costs covered by the customer: For returns or exchanges unrelated to quality issues—such as "no-reason" returns, personal preference, or incorrect sizing—the customer is responsible for the return shipping costs. Our store does not cover the cost of return logistics in these instances.
8. Order Cancellation Rules
If an order has not yet been shipped, the customer may contact customer service immediately to request a cancellation. We do not charge any processing fees and will issue a full refund directly. Once an order has left the warehouse and officially shipped, direct cancellation is no longer possible; all post-sales requests must strictly follow the site's standard procedures for returns, refunds, and exchanges.
Contact Us
If you have any questions or require assistance regarding returns, exchanges, refunds, or order cancellations, please feel free to contact the FURNITURE R US customer service team at any time. We will promptly follow up and assist you.
Shop Name: FURNITURE R US
Phone: +(973) 250-6411
Email: info@furniturerus.store
Shop Address: 224 Main St, City of Orange, NJ 07050
Opening Hours:
Monday–Saturday: 9:00 AM – 8:00 PM
Sunday: 9:30 AM – 7:00 PM
(GMT -8:00, Eastern Standard Time)
Response Time: We respond within 24 hours.