Cancellation & Return Policy
We understand that purchasing furniture can be a large investment and we want to make your decision as easy as possible. Please be assured that customer satisfaction is our top priority. ShopFactoryDirect will work diligently to resolve any issues with your order in accordance with the policy set forth below.
New orders may be cancelled at any time prior to shipping for a full refund. Once you order has been shipped, it can no longer be cancelled and is subject to the terms and conditions of our return policy.
If you are not 100% satisfied with your purchase for any reason, you can return or exchange it within 30 days of delivery subject to manufacturer approval.
Note: If your item is defective or damaged, see our damage policy section for instructions. Please notify us immediately if your item is missing parts so that we can have replacements shiped directly to you.
Returned items must be new and in unused condition. To return items for an exchange or refund you must contact us via email or phone within 30 business days of receipt of delivery for an RMA (Return Merchandise Authorization). Because we ship items from multiple warehouses across the United States, it is very important to contact us so we can provide the correct return warehouse address.
All returns are subject to round trip shipping charges. Although many of our items are advertised and sold with "Free Shipping" as part of a promotion, or a discounted shipping offer (whether or not the customer was made aware of the shipping discount at the time of purchase) the delivery costs are always incorporated in the final sale price of our items. If your item was purchased under such a "Free Shipping" promotion, the actual shipping costs plus the cost of return shipping will be deducted from any refund. All returns for any reason are subject to a 15% restocking fee. The restocking fee is only waived if there is an exchange for an item of equal or greater value, or store credit. Round trip shipping charges will still apply.
Returns are only accepted in their original packaging and in the exact same condition as received. Once an item has been removed from its original packaging and assembled it is no longer eligible for return or refund. Upholstered items removed from the packaging may not be returned under any circumstance. Some vendors may be excluded from our return policy.
Special order products such as items where fabrics can be selected as well as clearance items which have been discontinued by the manufacturer are non refundable and may not be returned.
All measurements and dimensions are provided in item descriptions. Please be sure to measure the area, as well as doorways, hallways and stairwells to ensure the items ordered will fit in your designated area. ShopFactoryDirect will not be responsible for shipping costs on items that are too large for your space.
Items damaged in transit will be restored to first quality condition or replaced in accordance with our Damage Policy and are not eligible for refund.
Every effort is made to provide high quality, accurate images to assist you in selecting your furniture. However, images may vary in color depending on a number of factors including but not limited to individual computer monitor color settings, photography, lighting and natural variations. Sometimes measurements in furniture size are rounded off and thus may vary slightly from the description. If you require precise dimensions or colors, please contact us by phone or email for further assistance. Please note: ShopFactoryDirect is not responsible for color variations or measurements that are slightly off (three inches or less). All returns will be subject to our return policy and all applicable fees. Please keep in mind that photography, computer monitor settings, wood staining process and fabric dye-lots on each individual piece may cause slight color variations. Therefore the item you receive may not be an exact match to what you see on your computer screen.