At Direct Furniture Modern Home, we want our customers to always have an enjoyable experience. From first glance to post-purchase, we are here to help. If you’re not happy with your purchase, we will do our best to make things right, which is why we offer a comprehensive exchange or return program for the first 5 days after delivery. Please be sure to familiarize yourself with the return and exchange policy before completing your order.
TO RETURN UNOPENED ITEMS
Please contact Customer Service at 404-477-0038 within 5 days of delivery to obtain a return authorization number.
OPENED ITEMS
For a full refund, the product must be returned in the original packaging. Customers will be responsible for all shipping costs related to the return of the order.
If assembly services have been requested, the customer is still responsible for retaining the original packaging in the event of a return. Save original packaging in case of a return.
UNOPENED ITEMS
Returns will only be accepted if the product is in new, unused condition. Products that have damages, scratches, assembly marks, or anything deemed as used by the sole discretion of, will not be eligible for return.
WHITE GLOVE DELIVERY
(Available within 70 miles of a showroom)
- The package is delivered directly to the selected room.
- Items are unwrapped and packaging is removed by the delivery team.
- Delivery up to two flights of stairs included.
- A customer signature is required. If refusing the order for return, please notify the delivery team at the time of delivery.
Free Standard Delivery
(Available on orders over $1,500 delivered within 70 miles of a showroom) Delivery to the front door.
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Apartment building orders will be delivered inside the entrance of the building. Flight of stairs not included.
- The customer must be present to receive the order.
- Assembly, unpacking, and removal of packaging not included.
SHIPPING (CURBSIDE)
All freight is delivered to the curb or end of the driveway outside the requested delivery address
- You will be responsible for transport beyond that point
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The customer must be present to receive the order.
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Assembly, unpacking, and removal of packaging not included
REFUND PROCESS
- Returned items will be inspected within 1 day of receiving the merchandise to ensure new condition.
- Any items returned in new condition with original packaging will incur a return shipping fee which will be deducted from the refund amount.
- Any items returned in new condition without the original packaging will incur up to a 35% restocking fee and a return shipping fee, which will be deducted from the refund amount.
- Damages incurred during return shipping due to insufficient packaging will not be eligible for a refund.
- Return shipping is the same rate as our basic shipping fee.
- The original shipping or delivery charges are non-refundable.
- Refunds generally take between 7 to 10 business days to be credited after the merchandise has been inspected.
- For any assistance, the Customer Service Department can be reached at 404-477-0038, Monday-Friday 9:30 am to 6 pm Eastern time.
IMPORTANT DETAILS FOR SCHEDULING YOUR DELIVERY APPOINTMENT
The carrier will call you 24-48 hours before delivery to arrange a delivery time that will vary depending on the freight carrier's schedule. Whatever information you can give during the phone call will be given to the driver to help the transport of your purchase.
- Delivery teams are only able to deliver Monday-Friday during standard business hours, and they provide a 2-hour delivery window.
- Inform a Direct Furniture representative if you have any circumstances that could affect the delivery (additional fees may apply):
- Very narrow driveway
- Dead-end street
- Ferry for island locations, etc. (fees may apply)
- The driver will need to park in a specific place
- Delivery to a side door or garage entrance
- Please make sure not to miss your delivery appointment or else you will incur additional delivery fees such as re-delivery, storage charges and/or return shipping costs
NON-REFUNDABLE / FINAL SALE ITEMS
All items purchased on clearance marked as Final Sale or marked as Floor/ Showroom Samples, cannot be returned.
REPORTING ORDER DAMAGES:
We package our products to remain intact during transit, however, unexpected incidents may happen resulting in damage. If in the unlikely event items arrive in less than perfect condition, please call 404-477-0038 or email [email protected] within 1 day of delivery. Customer service will be able to provide assistance.