Refund policy

At Retreat Home Furniture, we want you to love your purchase. Our policies are designed to make your experience as smooth and reassuring as possible. 

We offer a 30-day "Rest Assured Guarantee" on most furniture and decor items. If you're not completely satisfied with your purchase, you can return it within 30 days of delivery for a refund, less the original delivery fees. Return shipping is your responsibility. For Local Delivery orders, you may bring the item back to our store, or we can pick it up for a pickup fee equal to your original delivery fee. Your refund will be less the original delivery fee and, if we pick it up, the pickup fee.

To qualify for a refund, the merchandise must be accompanied by the original receipt and be in its original, unused condition. We reserve the right to inspect all returned items before issuing credit and may refuse returns for items damaged or misused by the client.

Exclusions to this guarantee include:

• Items marked "As-Is," "Final Sale," or "Clearance"
• Special order items (see special order terms below)

Clearance and "As-Is" items are final sale once possession is taken, with no refunds or exchanges.

Special order merchandise, defined as items we order from the manufacturer for you (including custom-ordered items and items in stock at the manufacturer's factory rather than at our Hayward store), may be returned or exchanged within 30 days of delivery, less a 50% restocking fee on the product price and less the original delivery fees we charged you. You are responsible for packing and shipping the return. All other return conditions above apply. Cancellations before delivery are covered under Order Cancellations below.

 

Order Cancellations

Before your delivery is booked

• In-stock items may be canceled for a full refund.
• Special order items are subject to a 50% cancellation fee.

When we book your delivery

• Doorstep and White Glove Delivery are booked within one business day of your order being ready to ship. For in-stock items, this is usually within one business day of your order.
• Specialty Delivery is booked within two weeks of your order being ready to ship.
• Local Delivery (by our own delivery team, shown as "Local delivery" at checkout): the charges under "After your delivery is booked" do not apply. You may cancel any time before your delivery day for a full refund, including your delivery fee. Special order items remain subject to the 50% cancellation fee.

You'll receive an email from us as soon as your delivery is booked.

After your delivery is booked

• Delivery fees are non-refundable. On orders that received free delivery, the delivery cost we paid will be deducted from your refund.
• If your order is already in transit, you are responsible for return shipping, which will also be deducted from your refund.
• Special order items are subject to the 50% cancellation fee in addition to the above.

Refusing a delivery is treated as a cancellation after your delivery is booked.

These charges do not apply if we are unable to ship your order within the timeframe we provided.

 

 

Receiving Your Merchandise

Retreat Home Furniture offers In Store Pick Up and Home Delivery. Click here to learn more.

Handling Damage (At Time Of Delivery)

We ask that you inspect your home and product carefully at the time of delivery. Any damage to your home or product must be reported to Retreat Home Furniture within 5 days of delivery.

If you find damage at delivery, please accept the delivery. Do not refuse it. Note all damage on the delivery receipt (Bill of Lading) before you sign, and take photos of the damage and packaging while the driver is still at your home. If the item needs to come back, we will schedule pickup from your home.

We reserve the right to inspect any reported damage. Service may be denied if it's discovered that the damage occurred after delivery. Retreat Home Furniture will either repair or replace the damaged item or component at our discretion.

Missing Parts & Manufacturer Defects (Product Warranty Claims)

We carefully inspect all items before shipment. In the rare instance that your furniture arrives with a missing part or a manufacturer defect, please notify us within 5 days of delivery.

• Missing Parts: For items arriving with missing components, we're committed to a swift resolution. We will ship the necessary replacement parts to you promptly, and all shipping costs for these replacement parts will be covered by Retreat Home Furniture. Our goal is to ensure you receive your complete order without unnecessary delays. However, should you choose to return an item that is missing parts instead of waiting for the replacement components, the cost of return shipping will be your responsibility.

• Manufacturer Defects: Should a manufacturer defect be identified, we will help facilitate service based on the terms and conditions of the manufacturer’s warranty. Retreat Home Furniture reserves the right to inspect all warranty claims and will decide to repair or replace defective merchandise at our discretion – no refunds are typically provided for manufacturer defects.

Retreat Home Furniture will provide service for missing parts and manufacturer defects within our delivery areas. For the first 90 days, this service is provided at no charge. After 90 days of the product being in your home, inspection fees, delivery fees, and technician labor costs may apply.

For items outside of the manufacturer’s warranty, Retreat will provide a technician referral in your area if we are not able to service.

Please note: All “As-Is” merchandise sales are final, and manufacturer warranties do not apply to these items. We encourage you to refer to any manufacturer’s documentation pertaining to their warranty, care instructions, and terms of use.