Refund policy
TERMS AND CONDITIONS OF SALE California · Policy Applies Uniformly to Online and In-Store Purchases
Thank you for choosing 5th Furniture and Home online (the "Company"), operating online at www.5thfurnitureandhome.com and through our local store, Furniture and Household Centre. Please read the following Terms and Conditions of Sale (these "Terms") carefully. By completing a purchase, whether online or in-store, the customer ("Customer") acknowledges having read, understood, and agreed to be bound by these Terms in their entirety.
1. Furniture
Upon delivery, Customer shall carefully inspect each item of furniture and note any issues prior to the departure of the delivery personnel. In the event a defect, damage, or shipping error is discovered, Customer must contact Customer Service within seven (7) days of receipt. Customers who purchased in-store must return the item to the store in person for inspection; Customers who purchased online may contact the Company by email. Where the issue is verified to be attributable to the Company, a full refund shall be issued with no fees charged. Returns requested for reasons of personal preference (including, without limitation, dissatisfaction, change of mind, or insufficient space) submitted between seven (7) and thirty (30) days after receipt shall be subject to a fifteen percent (15%) restocking fee deducted from the merchandise price, as disclosed at the point of sale pursuant to California Civil Code Section 1723. The remaining balance shall be refunded to Customer's original payment card within seven (7) to fourteen (14) business days. No returns will be accepted after thirty (30) days from receipt. Returned merchandise must be in its complete, original packaging; returns lacking original packaging will not be accepted.
2. Online Purchases — Returns and Exchanges
Regardless of whether the underlying purchase was made online or in-store, Customer shall notify Customer Service by email upon discovering any product issue following delivery. Within seven (7) days of receipt, the Company shall arrange, at no cost to Customer, a replacement item and pickup of the original merchandise, with no restocking fee charged. For returns requested between seven (7) and thirty (30) days after receipt, Customer must submit a written explanation by email. Returns not attributable to the Company (including, without limitation, personal preference, incorrect sizing, or dissatisfaction) shall be subject to a twenty percent (20%) restocking fee deducted from the merchandise price, and Customer shall bear the cost of return shipping or shall return the item to a Company store, following which the remaining balance shall be refunded to the original payment account within seven (7) to fourteen (14) business days.
With respect to shipping costs and fees applicable to personal-reason returns made between seven (7) and thirty (30) days after receipt, online and in-store purchases are treated differently: For merchandise purchased online (through the Company's website or online platforms), all shipping and freight charges — whether for small-parcel return shipment or large-item pickup — shall be borne in full by Customer. For merchandise purchased in-store, because Customer has had the opportunity to inspect the physical item at the point of sale, returns made for reasons of personal preference shall be issued solely as store credit, and Customer shall additionally be responsible for a return pickup fee equal to the applicable delivery fee. No returns or exchanges of any kind will be accepted after thirty (30) days from receipt. For large items eligible for return or exchange under the foregoing provisions (including, without limitation, sofas and large cabinets), regardless of the point of purchase, the Company shall dispatch qualified personnel to collect such items from Customer's location within a fifty (50) mile radius; Customer shall not be required to arrange return shipment, and the applicable shipping or pickup fee shall be deducted directly from the refund.
3. Accessories and Small Items
Small accessories and standard-sized items must be returned within forty-eight (48) hours of purchase, in original and unused condition, to qualify for a full refund with no restocking fee. Returns made between forty-eight (48) hours and thirty (30) days after purchase shall be subject to a fifteen percent (15%) restocking fee. All returned merchandise must be new, unused, and unaltered, and must include all accompanying accessories and rugs. Original packaging must be complete and undamaged; returns with missing or damaged packaging will not be accepted. No returns will be accepted after thirty (30) days.
4. Special / Custom Orders
All special or custom orders — meaning furniture manufactured or modified to Customer's specifications — shall be deemed final upon confirmation and are non-returnable and non-exchangeable. Customer is advised to review all order details carefully prior to signing. While the Company endeavors to provide accurate estimated delivery dates, custom items such as solid-wood furniture typically require one (1) to two (2) months for delivery due to factors beyond the Company's control. Customer will be notified by email or telephone upon arrival of the item at the Company's warehouse. Requests to reschedule delivery must be submitted at least twenty-four (24) hours in advance. Certain orders may be subject to delay, and the Company shall not be liable to provide any price adjustment or discount on account of production or shipping delays.
5. Clearance and As-Is Merchandise
All clearance items, floor samples, and merchandise designated “Final Sale” or “As-Is” are sold on a final-sale basis. Customer should inspect such items carefully prior to signing the sales receipt. Customer assumes all risk as to the condition and performance of such merchandise. Such items are not eligible for refund, exchange, or price adjustment, and are not covered by any warranty.
6. Cancellations and Refunds
To be eligible for a full refund, a cancellation request must be submitted prior to the merchandise's departure from the Company's warehouse. Special/custom orders and final-sale merchandise are non-cancelable once confirmed. Approved refunds shall be issued to the original payment method used at purchase, with processing time of approximately seven (7) to fourteen (14) business days. Refunds for cash payments shall be issued in the form of a company check.
7. Online Delivery
Upon receipt and confirmation of payment in full, online orders shall be processed within twenty-four (24) to forty-eight (48) business hours and delivered to Customer's designated address within seventy-two (72) to ninety-six (96) hours thereafter. Orders placed on Saturday or Sunday shall begin processing the following Monday.
8. Delivery
The Company's delivery team shall contact Customer within one (1) to two (2) business days to schedule a delivery appointment. An adult must be present at the scheduled delivery time; if no adult is present, delivery cannot be completed and an additional redelivery fee shall apply. Customer shall ensure that all access routes (including entrances, hallways, and stairwells) are clear and that the intended room is empty and ready to receive delivery. If access routes are obstructed or the room is not prepared, the delivery team shall not unload the merchandise. Unless otherwise specified on the sales order, the delivery team shall not move, install, assemble, or remove any existing items. Delivery fees are as follows: within twenty-five (25) miles of the store — no charge; twenty-five (25) to one hundred (100) miles — $35.00; over one hundred (100) miles — $99.00.
9. Customer Pickup
Customer pickup requires an appointment scheduled at least twenty-four (24) hours in advance, and may be arranged at either the store or the warehouse. Customer must present the original purchase receipt at the time of pickup and is advised to inspect each item carefully at that time. Customer assumes sole responsibility for any damage resulting from the loading, securing, or transport of the merchandise. Merchandise must be picked up within seven (7) days of the arrival notification.
10. Undelivered Orders
With respect to orders that have been paid in full and are ready for shipment, if shipment is delayed due to reasons attributable to Customer and the remaining balance is not paid within one hundred twenty (120) days, the order shall be canceled. Deposits already paid shall be refunded in the form of an in-store cash card, less a twenty percent (20%) restocking fee and a five percent (5%) storage fee.
11. Missing Parts and Warranty
If merchandise is received with missing or damaged parts, Customer must notify Customer Service within twenty-four (24) hours of receipt, and the Company shall arrange a free replacement. Customer may elect, at no additional cost, to receive replacement parts, a full item exchange, or a return. For self-assembled items, any issue must be reported within twenty-four (24) hours of receipt to qualify for a free replacement; issues reported thereafter shall be subject to the Company's standard warranty procedures. Customer is encouraged to submit photographs of the item together with a description of the issue to expedite processing.
12. Natural Variation in Solid Wood
Variations in color and grain inherent to solid-wood furniture are natural characteristics of the material and do not constitute a product defect; such variations shall not serve as grounds for return. Requests to exchange for this reason must be submitted within seven (7) days of purchase, and Customer shall be responsible for returning the item to the Company's warehouse at Customer's own expense, together with a fifteen percent (15%) restocking fee.
13. In-Store Cash Card
In-store cash cards shall be issued by email within one (1) hour of refund approval. Such cash cards do not expire, may be redeemed both online and in-store, and are not redeemable for cash.