Valyou Furniture aims to ensure complete satisfaction with all purchases. If any item fails to meet expectations, please review our return and refund policies below.
We stand behind the quality of our furniture and will address any manufacturing defects. In addition to defects, furniture may also be returned if major attributes like size, color, design, etc. were inaccurately displayed during the online ordering process.
Please carefully review this policy regarding:
- Return Requirements and Timeframes
- Refund Processing Timelines
- Transportation Responsibilities
- Items Ineligible for Return
- Quality Inspection Criteria
- Furniture Preparation and Packaging
- White Glove Delivery Services
- Special Order Returns
- Clearance and As-Is Returns
Don’t hesitate to contact our Customer Care team with any questions about returns and exchanges.
Return Requirements and Timeframes
Valyou Furniture approves returns and issues refunds within 30 days of delivery for most non-custom furnishings in new unused condition. The items must be returned in full resalable condition, containing all original parts, packaging, manuals, etc. Must also include original sales order information and reason for return.
For White Glove delivery customers, the 30 day window begins the day items are delivered and assembled in your home per arranged installation appointments.
If purchases arrive defective or with shipping damage, please notify us within 48 hours of delivery as noted in our Shipping Policy procedures.
Refund Processing Timelines
Once items have been inspected upon return to our warehouse(s) and meet condition requirements, refunds are typically issued within 3-5 business days. Refunds go back to the original form of payment.
Here is the full timeline:
- Request return within 30 days of delivery
- Receive and schedule freight carrier pickup
- Return items arrive at the warehouse (up to 2 weeks transit)
- Inspection team reviews condition (24-48 hours)
- Refund is processed (3-5 days)
For defective items being replaced instead of refunded, replacement furniture typically goes out 2-3 days after the return request has been submitted.
Customers are responsible for properly packaging items, bringing furniture to their closest curbside, and alerting our support team to arrange freight carrier transportation. Do not attempt returning large furniture pieces without coordinated pickup. Inventory levels and dedicated shipment options must be pre-arranged.
If orders qualify for free White Glove delivery services included with all purchases, Valyou Furniture will schedule carrier pickups and cover return shipping costs back to the warehouse. Purchases outside the 30 day post delivery timeframe and most special order items do not qualify for free return freight.
Items Ineligible for Return
Most furnishings can be returned when following the policies outlined here. Some exclusions include:
Special Order & Custom Furniture – Due to their custom-manufactured nature using specific buyer selections, special order items including unique fabrics/finishes, non-standard woods, or customized dimensions are produced as Made-to-Order. They cannot be returned unless severely defective. See the Special Order Returns section for details.
Clearance and As-Is Items – Given their already discounted prices and sold as-is condition, clearance merchandise is not eligible for returns unless damaged or defective.
Mattresses – Per health regulations, mattress returns cannot be resold and are ineligible once opened and used unless they arrived with manufacturing flaws. Mattress protectors are also excluded.
Quality Inspection Criteria
All returned furniture goes through a quality inspection process before refunds are issued. Items must be in full resalable condition – including all original packaging, parts, hardware, instructions manuals, manufacturer tags/IDs, etc.
Here is an overview of what our inspection teams check:
- Original condition without damages, stains, tears, marks, pet hair, etc
- Structurally sound – no wobbling, cracks, dents, or scratches
- All accessories and hardware/parts still secured
- Packages and labels intact
- Electronics fully functional without any user data remaining
Note: some markers, dents, scratches may be considered reasonable wear and tear if beyond the return timeframe when pieces were more actively used. Those would not cause a return denial but may impact resale value leading to partial refunds.
Furniture Preparation and Packaging
To avoid transit damage, furniture must be properly packed using original or comparable replacement packaging. Please follow any disassembly instructions and secure all hardware to prevent shifting, rubbing, or lost components. Use furniture pads, moving blankets, bubble wrap as needed to protect surfaces.
Leave all labels, tags, protective film in place. Cover upholstery and cushions to keep clean. Our support team can recommend packing best practices for certain furniture types if guidance is needed.
Note: Additional deductions may be taken from refunds if inadequate packing leads to damage occurring during the return shipment.
White Glove Delivery Services
Complimentary White Glove delivery is offered on all Valyou Furniture orders. For customers utilizing professional in-home assembly, the 30 day return window begins the day items are delivered and set up by our installation teams.
White Glove will also handle picking up and packaging returned items properly to avoid damages en route back to Valyou Furniture. Please call customer service to schedule return carrier transportation for White Glove customers.
If White Glove delivery services are declined for self assembly preference, standard return freight policies and packaging guidance apply. Reach out with any questions.
Special Order Returns
Due to their customized manufacturing, special order furniture pieces are generally non-returnable. This includes:
- Upholstery designed with unique/non-standard fabrics
- Dining tables or beds made in custom lengths and widths
- Finishes mixed and matched beyond our standard combinations
- Premium wood types rarely kept in stock
We cannot accept returns or offer refunds on these Made-to-Order furnishings unless severe defects exist due to production flaws. Manufacturing lead times also mean special order pieces cannot be cancelled without prorated fees after 3 days post order confirmation.
Review and Approval Process
If quality issues arise with special order items, please send our Customer Care team detailed images and descriptions regarding the exact defects within 48 hours of White Glove delivery and assembly. Examples of true manufacturing flaws include:
- Wood surfaces with large chips, gouges, cracks
- Decorative trim detaching or crumbling
- Legs/frames with breakages or splits
- Cushions, springs, filling with immediate impressions or irregularities
- Fabrics tearing at seams shortly after arrival
Our team will review documentation of any severe defects. If product problems are due to workmanship or production mistakes, refunds or replacements may be issued as an exception given the custom nature. Some selection errors like upholstery color or wood finish changes cannot be accommodated if the piece matches original buyer decisions.
Get in touch with our support staff to start the special order return process. We are here to help make things right if any such quality issues emerge.
Clearance and As-Is Returns
Furnishings purchased from the Valyou Clearance section or otherwise marked final sale/as-is at checkout cannot be returned – with exceptions only for damaged and defective items received in that condition.
As-Is items may have cosmetic blemishes, surface scratches, irregularities, missing hardware, etc. so be sure to closely review all product photos and descriptions first. Clearance merchandise is sold at heavily discounted prices given their imperfect nature without option for returns based on condition.
Return Due to Damage
If clearance or as-is marked pieces arrive with physical damage like broken frames, cracked panels, torn upholstery, or missing major components – please notify Customer Care within 48 hours of delivery. Be prepared to provide photos clearly showing issues present upon arrival that are beyond the known cosmetic defects.
Each report is reviewed individually based on initial product listings. Refunds or replacements will be offered if pieces are found to have extensive unseen damage during inspection. Excessive new damage obviously occurring during shipping or delivery may also warrant return or repair accommodations.
Review clearance and final sale items thoroughly upon ordering, and inspect deliveries as soon as possible. Reach out right away if goods arrive with undisclosed flaws or breakages – our team is ready to help!
We hope this outline sets helpful expectations for the Valyou Furniture return process. Please ask us any other questions about refunds, replacements, exclusives, packaging and transportation requirements. We make every effort to ensure your complete satisfaction with each purchase!