Your satisfaction is our number one priority. We at Rooms And Things want to ensure that our customers have a great shopping experience and enjoy their purchase for many years to come. As a result, we have set up a hassle-free returns and exchange process. Please read the below policies and contact our Customer Service Representatives at 1-800-335-1505 if you have any questions.
RETURN POLICY
If the merchandise you ordered does not match your décor or is simply not as you expected you may return it within 30 days of your receipt. If for whatever reason you are not fully satisfied with your purchase please notify us by logging into your account and your order. Please click on the button next to the item(s) in the order which you have decided to return. This will notify our Customer Service Representatives of your intent to initiate a return. Alternatively, please send us an e-mail request to returns@roomsandthings.com and specify your name, the Order Number, item(s) being returned as well as the reason for the return. Once our Customer Service Representative reviews and approves your return request you will be issued a Return Material Authorization (RMA) number within your account and your order as well as be notified via e-mail. You will also be supplied with all the necessary instructions in order to ship the merchandise back. Our merchandise ships from various warehouses so it is very important that the merchandise is shipped back to the address we specify. Merchandise that is returned without an approved RMA number or is returned to an address other than the one instructed by Rooms And Things will be subject to additional fees. Please be sure to carefully follow the return instructions that we send to you in order to avoid additional fees and prolonging the process.
Note: In order for Rooms And Things to process your return request it must be submitted in writing and an authorized RMA must be assigned to begin the process.
You may return your purchase within 30 calendar days from the receipt of your merchandise in order to receive a refund. Please note that the original shipping and handling fees are not refundable and restocking fees of up to 30% of the purchase price may apply. The amount of the restocking fees withheld will be evaluated on a case by case basis and will be at the discretion of Rooms And Things' management.
If the return is being initiated as a result of an error on our part the full item or order amount, as applicable, will be refunded. It is the customer's responsibility to ensure that the order they have placed (whether online or via the phone) are accurate and are for the correct merchandise. Please be sure to check all details and all information you have entered. Returns that occur due to an error on the customer's part will be subject to the shipping and handling as well as restocking fees.
If you return items that are featured with a "Free Shipping" promotion, our initial, outbound shipping and handling costs and a restocking fee, if applicable, will be deducted from the refund. In order to facilitate the returns process please ensure to keep all original packaging. Items being returned must be in like-new, original condition and in original packaging. In the event that a White Glove delivery was performed, a repackaging fee will apply. Please note that items that are not in original packaging, in used condition, or are assembled cannot be returned.
Once you have received an authorized RMA Number and our instructions on where to ship the merchandise please ensure to wrap the package being sent back with care. Please ship the merchandise back using your carrier of choice to the address we will provide you. We suggest that you insure the shipment with the carrier to cover any damage or loss that may occur while the merchandise is in transit. Rooms And Things will not be able to process a refund in the event that the merchandise is damaged or lost while in transit to our warehouse.
Please request a tracking number from the shipper so that you are able to check the status and location of the merchandise while it is en route. Please send us the tracking number as well in order to assist us in the receiving process of your shipment. Please do not write directly on the packages and ensure that the return address is the same as specified by Rooms And Things.
As an alternative, Rooms And Things can coordinate the return shipping process on your behalf. In such a case we would contact the carrier to arrange for a pickup and a delivery to our address of choice. The customer is still responsible for the preparation and packaging of the merchandise. For curb-side deliveries, the freight needs to be packed and ready at the curb (where it was originally delivered) for pickup by the carrier. The driver will not be able to enter your residence to retrieve the items. Return shipping charges are still the customer's responsibility in this scenario and will be deducted from the overall refund in addition to processing fees, original shipping costs and any applicable restocking fees.
Please note that all shipping and handling charges are the responsibility of the customer. If the return is being initiated due to our error, shipping and handling will be refunded. For returns of item(s) that arrived damaged or defective please see our Damages and Defects Policy below. It is the customer's responsibility to ensure that all components such as hardware, assembly instructions and furniture pieces are present and properly packed in original packaging. Any exception of this may result in additional fees being charged.
Once the returned merchandise has arrived in our warehouse it will be fully inspected. Once we have determined that the merchandise meets the requirements listed below and thus qualifies for a return we will issue a full refund, less shipping, handling charges as well as any applicable restocking fees, within 8-14 days from our receipt of the shipment. The refund will be issued via original method of payment or via a check issued by Selegy, Inc. (d.b.a. Rooms And Things)
In order to be processed, all returns need to have an authorized RMA Number issued by a Rooms And Things Customer Service Representative. Please note that an RMA number is valid for 30 days following its creation. Rooms And Things is not able to process returns once an RMA has expired. Below is a list of items and/or circumstances that will not qualify for a return:
• Merchandise that has been assembled, used or modified from its original new and resalable condition
• Merchandise that is not in its original packaging and does not have sufficient packaging material
• Special, built-to-order or custom orders as well as orders being stored in our warehouse for a future delivery date
• Special items purchased as clearance items or under a special quote or discount
• Merchandise with missing components such as parts, hardware, and assembly instructions
• Large orders consisting of a large quantity of the same item
• Items without an authorized RMA number which has been issued by a Rooms And Things Customer Service Representative
• Items with an expired RMA number (one that was issued more than 30 days prior)
DAMAGES AND DEFECTS POLICY
Rooms And Things carefully picks the manufacturers whose products we offer to our customers. We also ensure that whoever ships your order is an expert at caring for the merchandise while it's in transit. We do so because of our commitment of providing you the highest level of customer service possible. As a result, the merchandise we sell has gone through intense quality assurance testing to ensure that you, the customer, receive good quality and defect free merchandise. In addition, our manufacturers spend a lot of their resources to create packaging that will prevent damage to the merchandise while it is on its way to you. Rooms And Things makes sure that your purchase is protected with the proper packaging techniques and only works with reputable carriers that handle the product with care while in transit.
Despite all of our proactive efforts to prevent damage and defects, on a rare occasion transit damage or defect due to a manufacturer's process may occur. In the event that you receive merchandise that has been damaged during the shipping process or has a manufacturer's defect, Rooms And Things will be there every step of the way during the resolution of this situation. Our goal is for you to enjoy your new purchase as quickly as possible with the least amount of inconvenience to you. However, in order for us to be able to take care of the situation we ask for your assistance in the process. Following the below steps will be extremely helpful in resolving the claim in the quickest, hassle-free and most efficient way.
Transit Damage:
As described in our Shipping Policy, Rooms And Things may ship your order using 3 different methods - Small Package Delivery, Freight Curb-side Delivery (LTL), and White Glove Delivery. In all cases and delivery types it is Extremely Important that you inspect all items at the time of delivery and note any damage to the cartons and merchandise on the Bill of Lading or delivery slip. This is especially true when you receive large items, whether via curb-side or White Glove delivery.
Please be sure, especially in the case of large / freight items, to ask the driver for a delivery slip. The driver should give you the opportunity to inspect the boxes and the contents. It is critical that you note any damage to the boxes or their contents, however slight it may seem, on the delivery slip prior to the driver leaving. The merchandise that is shipped to you is insured with the Shipping Company to protect it from damage that may occur in transit. In the event that transit damage occurs and is not noted on the delivery slip, options for a resolution become limited.
IMPORTANT: By signing the delivery slip during a delivery you are accepting the merchandise "in good and satisfactory condition" and thus assume the responsibility if the merchandise is later found damaged. In order to avoid this please be sure to inspect the merchandise prior to signing the delivery slip. If you do discover any damage during your inspection please be sure to note ALL damages on the delivery slip. Failure to do so may make it difficult for us to resolve your claim.
In the rare case that you receive merchandise that is damaged please contact us immediately and no later than 48 hours after the delivery is completed. In order for us to be successful in filing our claim with the carrier we need to act as quickly as possible and within their required timeline (48 hours). The sooner you notify us the sooner we can begin working on a resolution. Please notify us via e-mail at cs@roomsandthings.com. Please include your name, order number, specific item(s) damaged and the extent of the damage, item's manufacturer's serial number (if available), whether the merchandise was refused or not and whether the damage was noted on the delivery receipt. We must have the claim submitted in writing in order to process the request. In order to assist us in evaluating the situation and resolving your claim please send us photographs depicting the damage. Please take photographs from a distance as well as from up close (if applicable) so that we are able to see the extent of the damage.
Note: Rooms And Things reserves the right to choose the method by which the claim is resolved. We review any damage claim with great attention and care and resolve each case on an individual basis. As a result, our actions toward a resolution will be at the discretion of our management. A delay in notifying us of the damage within the specified 48 hours after delivery as well as the lack of notation of the damage on the delivery receipt will limit our options of resolution.
Once we receive the necessary information in regards to your claim in a timely fashion, we will submit the necessary claim to the carrier who handled the merchandise at the time the damage occurred. We evaluate each situation on an individual basis and may choose, if applicable, to coordinate for the repair of the damage, replace parts or replace the item at no cost to you. Once we have reviewed the situation we will notify you of the next steps and will coordinate with all the involved parties to bring the case to a conclusion. We will do everything in our power to ensure that this process is as quick and convenient as possible and is of no charge to you.
Should you decide that you do not want to have the item repaired, or replaced in part or in total, you can certainly return it under our Return Policy. Please note that all aspects of the Return Policy will apply. Upon the return of the item to our warehouse, the merchandise will be inspected to determine the amount of the refund that is to be given. If it is determined that the items shipped back are in good condition and are shipped as they were ordered, shipping and handling charges as well as restocking fees will apply.
Manufacturer's Defect:
In the rare case that you receive merchandise with a manufacturer's defect please notify us of the issue within 48 hours after the delivery occurs. The quicker you notify us the sooner we are able to begin the resolution of your claim. Please notify us via e-mail at cs@roomsandthings.com. Please include your name, order number, item(s) with the defect and the extent of the defect, item's manufacturer's serial number (if available), whether the merchandise was refused or not and whether the defect was noted on the delivery receipt (if noticed at the time of delivery). We must have the claim submitted in writing in order to process the request. In order to assist us in evaluating the situation and resolving your claim please send us photographs depicting the defect. Please take photographs from a distance as well as from up close (if applicable) so that we are able to see the extent of the defect. Once we receive this information we will submit the claim to the manufacturer of the merchandise.
We carefully choose manufacturers that stand by their product and offer a 1-year limited warranty against product defect. Therefore, once we receive the above details from you depicting the defect, we will submit the claim to the manufacturer and will work closely with them to resolve the situation. Please note that manufacturers reserve the right to choose the method of correction for a particular situation. Manufacturer's defects that have passed the quality control process are usually minor and typically easy to remedy by a replacement of parts or repairs by an expert in furniture repair. Rest assured that Rooms And Things will work closely with the manufacturer of the item in question and any repair expert in order to resolve your claim at no cost to you.
Should you decide that you do not want to have the item repaired, or replaced in part or in total, you can certainly return it under our Return Policy. If it is determined that the items shipped back are in good condition and are shipped as they were ordered, shipping and handling charges as well as restocking fees will apply.
Note: Rooms And Things reserves the right to choose the method by which the claim is resolved. We review any defect claim with great attention and care and resolve each case on an individual basis. As a result, our actions toward a resolution will be at the discretion of our management.
EXCHANGE POLICY
If you decide to exchange an item(s) which you have received please notify us in writing at cs@roomsandthings.com. Please send us an e-mail with your Name, Order Number, merchandise which you would like to exchange and the reason for your request. Our Exchange Policy works similar to our Returns Policy. Shipping and handling are not refundable and a restocking fee of up to 30% may apply. We may be able to waive a part of the restocking fee if your replacement order is of equal or greater value of the original item(s). The fee structure will be evaluated by our Management on a case by case basis. Please note that our initial outbound shipping and handling charges will not be refundable even if the item(s) were featured under our "Free Shipping" special.
Rooms And Things cannot process exchanges for special, built-to-order or custom orders.
CANCELLATION POLICY
We do everything in our power to process your order as quickly as possible. Once we receive your order we allow 24 hours for you to complete your review of the order details to ensure that it accurately captures all your information. Please be sure to log into your account and review your order within this 24 hour window. If you notice any discrepancy please notify us as soon as possible so that we may correct the discrepancy. In the event that you choose to cancel your order, you will be able to do so while logged into your account and the order in question by clicking on the "Cancel Order" button. This button will be available for 24 hours after the order has been placed. By clicking this button you will notify us that you no longer choose to proceed with processing the order. Alternatively, please notify us in writing at cs@roomsandthings.com. At this point your credit card will not yet be charged outside of a normal pre-authorization which will expire within a few days, depending on your bank. As a result, we will not need to issue you a refund and will cancel your order in our system at absolutely no cost to you. We have set up this system in order to ensure that all customer orders are indeed required by the customer and are accurate. Please be sure to carefully review all order details such as your Name, Billing Address, Shipping Address, Phone Number(s), and specific item detail (such as bed size, color etc.).
Please note that it is the customer's responsibility to login and verify that all order information is as desired. We ensure to give you the 24-hour window so that you can go through this review process. At this point any corrections necessary will not result in any additional cost to the customer. If Rooms And Things is not notified of any discrepancies or changes within 24 hours after an order is placed, we will assume that no discrepancies exist and will process your order according to the information specified. You will not be able to cancel your order once the 24 hour window has passed. Cancellations that occur after 24 hours will be subject to a cancellation fee of up to 30% of the purchase price. In addition, the customer will also be responsible for any shipping costs that Rooms And Things may incur as a result of the cancellation. If you refuse an order at the time of delivery the order will then fall under our Return Policy.
Although rare, it is possible that the merchandise you have ordered is on backorder with the manufacturer. We apologize for any inconvenience this may cause you. Once we are notified of a potential delay and expected availability of the merchandise we will contact you immediately. At this point you will be able to decide whether you would like to continue to wait for the original merchandise, choose alternatives or cancel your order altogether. Before you cancel your order please contact us so that we can ensure the merchandise is indeed on backorder with the manufacturer. If it is indeed on backorder your order can certainly be canceled at no charge to you. In order for us to process your request please notify us in writing at cs@roomsandthings.com.
Rooms And Things is only able to honor written cancellation requests. We will not be able to cancel any order over the phone. In order to cancel your order within the 24-hour window you may choose to do so within your account login screen or by sending us an e-mail at cs@roomsandthings.com. Please note that the cancellation button within your account will only be active for 24 hours after you place your order. After that time any cancellation requests will need to be submitted via e-mail and will be evaluated on a case by case basis by Rooms And Things. Cancellations after the 24 hour window passes are solely at the discretion of Rooms And Things' Management with fees described above applying.
Rooms And Things will not accept order cancellations or returns for special, built-to-order or custom orders.
