Returns & Damage Policy

Because furniture is large, costly to ship, and handled specifically for each order, we maintain a strict return policy. Please review this policy carefully before placing an order.

Optional Pre-Purchase Product Viewings

We offer optional product viewings via FaceTime prior to purchase. This allows customers to view the product, ask questions, and verify details such as color, dimensions, materials, and overall condition before ordering.

Product viewings are provided as a courtesy and must be scheduled before purchase. Choosing not to request a viewing does not modify this policy. By completing a purchase, you acknowledge that you had the opportunity to verify the product prior to ordering.

All Sales Are Final

All furniture purchases are final sale. We do not accept cancellations, returns, or exchanges for reasons including, but not limited to:

  • Change of mind

  • Color, size, or style preference

  • Fit or space issues

  • Incorrect measurements

  • Buyer’s remorse

Once an order has been placed, it cannot be canceled or refunded.

Free Shipping Disclaimer

We offer free shipping on all orders. Because shipping costs are absorbed by us, returns for non-damage-related reasons are not accepted as a standard practice.

Damaged Items During Shipping

We only accept claims for items that arrive damaged due to shipping.

To be eligible for a damage claim:

  • You must notify us within 48 hours of delivery

  • You must provide clear photos of:

    • The damaged area

    • The full product

    • The original packaging and box

  • Damage must be clearly caused by shipping or carrier handling

Failure to report damage within 48 hours or failure to provide proper documentation will void eligibility for any resolution.

Resolution for Approved Damage Claims

If a damage claim is approved, we reserve the right, at our sole discretion, to:

  • Repair the item

  • Replace the damaged component

  • Replace the item entirely

Refunds are not guaranteed. Repair or replacement is the primary resolution method.

Limited Exceptions

In rare circumstances, and at our sole discretion, we may review return requests outside of shipping damage. Approval is not guaranteed and is determined on a case-by-case basis.

If a return is approved:

  • The customer is responsible for all return shipping costs

  • A significant restocking fee may apply

  • Original shipping costs are non-refundable

  • Items must be unused and in original packaging

  • Refunds, if issued, are processed only after inspection

Non-Returnable & Non-Damage Conditions

The following do not qualify as damage or grounds for a return:

  • Minor color or texture variations

  • Natural fabric, wood, or material characteristics

  • Cushion compression or settling

  • Minor cosmetic imperfections that do not affect functionality

  • Damage caused after delivery

  • Improper assembly, misuse, or normal wear and tear

Chargebacks & Policy Enforcement

By completing a purchase, you agree to this policy in full. Any chargebacks filed in violation of this policy will be disputed using order documentation, delivery confirmation, photos, and this policy as evidence.

Contact Information

For shipping damage claims only, contact us at:

sales@cottrellfurniture.com

Please include your order number, photos, and a brief description of the issue.