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Refund and Returns Policy

Online Purchase Return Policy

At Park Road Custom Furniture & Decor, we are dedicated to ensuring customer satisfaction and transparency in all transactions. This policy outlines our terms for returns, exchanges, and refunds for purchases completed online, with specific sections addressing shipping and buy online, pick up in-store items. Please read carefully before completing your purchase.

General Terms for Online Purchases

  1. Eligibility for Returns:
    • Items must be in new, unused condition, free of damage, wear, or alterations, and returned with all original packaging, labels, and documentation.
    • Custom-made, personalized, or clearance items are final sale and cannot be returned or refunded.
  2. Timeframe for Returns:
    • Non-custom items may be returned within 7 calendar days of delivery or in-store pickup.
    • Returns initiated after this period will not be accepted.
  3. Restocking Fee:
    • A 15% restocking fee applies to all eligible returns unless the return is due to a defect or error by Park Road Furniture.
    • All prices are agreed upon on the date of purchase, and can not be changed after the date of purchase.
  4. Refund Processing:
    • Refunds are processed within 10 business days of receiving the returned item in acceptable condition.
    • Refunds are issued to the original payment method, minus applicable fees (restocking or shipping).
  5. Moving larger furniture items:
    • It is the customer’s responsibility for the purchased item measurements to fit in the selected area and all moving situations. Park Road Furniture will not issue a refund or return for a product that doesn’t fit.
    • We use an outside Delivery Service. There is a fee that is based on location and size of delivery. You can add this to your order now, or at any time before you receive your order. The delivery team and Park Road Furniture are responsible for the order until the furniture is set up in your home.
    • If you choose to pick up your order, Park Road Furniture and the manufacturer of the product purchased are not responsible for any damages, or malfunctions due to set up after the furniture leaves Park Road Furniture premises.* All floor model purchases fall under the same statute above and are final sale. The customer agrees below that they are choosing to pick up this order, and agrees that they are fully responsible for any damages or malfunctions during setup & transportation.

Shipping Return Policy

Shipping refers to items shipped directly to your address from our manufacturers or partners.

  1. Eligibility for Returns:
    • Returns for shipped items must be initiated within 7 days of delivery.
    • Items must remain in original packaging, with no signs of assembly or use.
  2. Damaged or Defective Items:
    • If your drop-shipped item arrives damaged or defective, notify us within 48 hours of delivery.
    • Provide photographs and a detailed description to facilitate a repair, replacement, or refund.
  3. Return Shipping Costs:
    • Customers are responsible for return shipping costs unless the item arrived damaged or was incorrect.
  4. Non-Returnable Items:
    • Customized, oversized, or made-to-order drop-shipped items are final sale.

Buy Online, Pick Up In-Store Return Policy

This section applies to items purchased online and picked up at our physical location.

  1. Order Inspection:
    • Inspect all items at the time of pickup. If there are any concerns, notify a Sales Associate immediately.
    • Once the item leaves our premises, all liability for transportation and handling passes to the customer.
  2. Return Conditions:
    • Items must be returned to the store within 7 days of pickup.
    • Items must be in original condition with packaging intact.
  3. Non-Returnable Items:
    • Custom orders, clearance, and final sale items are non-returnable.
  4. Storage Policy for Uncollected Orders:
    • Orders not picked up within 7 calendar days of notification will incur a $25 daily storage fee.

Damaged or Defective Items

  1. Inspection:
    • Customers must inspect all items immediately upon delivery or pickup.
    • Damage or defect claims must be submitted within 48 hours, including photographs and a detailed description.
  2. Resolution Options:
    • Depending on the issue, we will offer a repair, replacement, or refund at no additional cost.

Non-Returnable Items

  1. Items not eligible for return include:
    • Custom-made or personalized furniture.
    • Clearance, final sale, or heavily discounted items.
    • Assembled or modified items.

Cancellations

  1. Order Cancellations:
    • Orders may be canceled within 3 business days of purchase for a full refund.
    • Custom orders cannot be canceled after the initial 3-day window.

Additional Notes

  1. Shipping Fees:
    • Original shipping and delivery fees are non-refundable unless the item arrives damaged or incorrect.
  2. Responsibility for Returns:
    • For both shipped and pick-up items, the customer is responsible for securely packaging the return and covering any associated shipping costs unless otherwise stated.

Contact Us

For questions about this return policy or assistance with your order:

Thank you for shopping with Park Road Custom Furniture & Decor. We value your business and are committed to providing high-quality furniture and exceptional service.