Returns & changes
Cancellations, returns and changes to a confirmed order
Plans change, especially with a patio on a deadline. Here is what happens to your order when they do.
Cancelling
Cancel by email, in writing, until the order goes into production or is packed. Name the order and the lines you're dropping. After either of those moments, the return terms below take over, so write as early as you can.
Custom pieces are final
Three kinds of work are made to order: a fabric or vinyl beyond the listed choices, a finish or stain mixed for you, and a size or shape the standard range lacks. Once a custom order is confirmed, it can't be cancelled or returned. Order free samples of the color or stain before you approve, and measure the space itself rather than trusting the drawings.
Sending stock items back
Pieces from the standard range are returnable. Returning stock costs 35% of what the returned pieces are worth. A stock item cancelled after it's packed but before it ships carries the same 35%.
Take fifty stock chairs at $120 each, which come to $6,000. Send them back and the fee is $2,100. Freight goes on top, and you pay it in both directions.
Pieces return unused, boxed in their original cartons. Packing and palletizing the return is your job. Anything that arrives damaged earns no credit, so hold on to the cartons until the furniture is installed and you're happy with it.
Refusing a delivery
Turning the truck away doesn't cancel the order. Refuse a shipment for any reason except carrier damage and we treat it as a return: you're billed for freight both ways, the 35% fee, and any extra carrier charges that piled up. If the carrier damaged the load, follow the checks on the delivery page and tell us right away.
Changing a confirmed order
Once the confirmation goes out, swapping a finish, adding or dropping chairs, or moving the delivery needs our written okay, and it can bring freight or restocking charges. Custom lines already in production are locked.
Check before you approve
The cheapest mistake is the one caught on the confirmation email. Read it against your patio plan line by line. Look at finish names, counts per space, and heights: dining tables run about 29 to 30 inches tall, and the gap from seat to tabletop should be 10 to 12 inches. Measure the real counter or table on site if the drawings leave any doubt.
Outdoors, check that each piece is listed for patio use. An indoor chair left out in the weather fades, swells, or rusts, and that exposure isn't covered by the warranty.
Adding to a room you already furnished, or reordering? The color lists shift over time, so get a new swatch in hand and check the shade before you order.
Not sure whether a piece is stock or custom? Ask before you order. Write to us, or see how choosing options works in the ordering guide.
How to ask
Email sales@restaurantfurniture.store. Give us the order number, the address it went to, the lines in question with their counts, and your reason for asking. Hold off on shipping anything back until we answer in writing. Defects fall under the warranty, and freight damage follows the delivery checks.