Standard Return Policy
It is our top priority to provide you with the highest level of satisfaction when it comes to delivering your new furniture. We have taken the time to put in place contracts with FedEx, UPS, USPS and for larger furniture items we utilize professional furniture carriers that are the best in our industry. In the unlikely event that your order arrives damaged, we will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you.
During the delivery of your item, please ensure that you fully inspect all packages.
Should you notice any damage to the packaging (no matter how minor), please take a moment to open the packaging and inspect the product(s). In the event the product(s) is also damaged, please note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons. If the packaging is damaged, but the items inside are in good condition, we ask that you accept delivery as normal.
Should you notice any damage to the packaging and the carrier will not allow you to open and inspect the product, in the carrier’s presence, please note the packaging damage on the carrier’s paperwork and the carrier’s refusal to wait and accept the item. Upon inspection, if the product is also damaged, please contact us within 24 business hours of receipt. We suggest taking pictures of damaged packages and products during the delivery and while you open the packaging.
For items shipped by truck, noting damage is essential. It is this notation that will allow us to provide the proper free replacements to you. Below is a sample of the correct way to sign for damage for our truck freight carriers.
Once damage is noted, or if an item is found to be defective, next steps should be initiated by logging into the "My Account" section of our website, or by contacting our customer care team at 800-910-3490. Both of these options will allow you to file a replacement request.
When dealing with damage or defect issues, photos are essential. Photos assist us with clarity of communication to the carrier and manufacturer, which ensures replacements are sent to you as quickly as possible.
In some cases, you will be asked to identify the damaged parts by identifying the part number and description in the assembly instructions. All replacement requests are submitted directly to the manufacturer and depending on the severity of the damage they will determine if parts can correct the issue or if a new unit will need to be shipped.
We accept returns of merchandise for up to 30 days from the date you received your order. Once the return authorization is given and the item(s) have been received and inspected, you will receive your refund minus round trip shipping costs and a 20% restocking fee. Items being returned must be in new condition and original packaging. A few of our vendors may be excluded from our return policy, but these will be clearly displayed on the item page. Please note when an order is placed for a custom fabric, custom finish, or custom size, the item(s) will be considered a Custom Order and cannot be returned or refunded. Although our products are offered with free shipping, please be aware that if you return one of these products the actual shipping costs will be deducted from your refund.
You can cancel your order with us at any time prior to it being shipped and receive a full refund. Once the item has shipped, you will be subject to our Standard Return Policy. If you place an order for a Custom Order item cannot be canceled after 24 hours of placing the order. If you are canceling an order due to backorder, please contact our customer service department to confirm the backorder date before making your final decision. If the item is discontinued, we would be happy to provide alternatives.
Refusal of orders:
A refusal of the item at delivery will be considered a return and credit will be issued back to your original payment method minus restocking fees and round-trip shipping charges (see our Standard Return Policy)
In the case that our carrier was not able to deliver your item and the carrier needs to hold your item in storage for one of (but not limited to) the following reasons:
- Wrong address and/or contact information provided to Bramare
- Customer is away from ship to address and/or is not able to accept delivery
You will have three business days to respond to the carrier or contact us to reschedule delivery - keep in mind some fees may apply. If no delivery has been scheduled within these three days, the order will be returned and refunded under our Standard Return Policy.
To submit a request, please contact our customer care team at 800-910-3490 within ten days of receiving your order. Once the request has been submitted, you can expect to receive an email from our Replacements team within 5-7 business days. If you decide not to pursue replacements, your order can still be returned as outlined in our Standard Return Policy noted above.
If you prefer not to receive replacements, and we have determined that the damage that resulted was carrier related, and the damage was noted upon receipt, you can request a full refund. This process will take a little longer as we will need to retrieve the delivery documents to confirm it was correctly notated.