Refund policy

Return & Refund Policy

At Root + Residence, we carefully curate furniture and décor from a network of trusted manufacturers and fulfillment partners. Because our products are sourced and fulfilled through multiple vendors, return eligibility, return deadlines, restocking fees, packaging requirements, and shipping procedures may vary by item.

Please review this policy before placing your order and contact us with any questions regarding the return eligibility of a particular product.

30-Day Return Request Window

Unless a product is marked final sale or is otherwise subject to a shorter vendor-specific deadline, return requests must be submitted within 30 calendar days of delivery.

A return request submitted within 30 days is not automatically approved. All returns require prior review and written authorization from Root + Residence. Certain manufacturers, products, and delivery methods may have more restrictive requirements or shorter reporting and return periods.

The item must be shipped or tendered to the approved return carrier within the timeframe stated in the return authorization. Failure to follow the provided return instructions or meet the authorized shipping deadline may result in cancellation of the return approval.

How to Request a Return

To request a return, email info@rootresidence.com and include:

  • Your order number

  • The item you would like to return

  • The reason for the return

  • Current photographs of the item

  • Photographs of the original packaging, cartons, labels, and packing materials

  • Confirmation of whether the item has been opened, removed from its packaging, assembled, installed, used, or delivered through a white-glove service

Do not ship, move, disassemble, or return an item without written authorization and return instructions from Root + Residence.

Unauthorized returns, returns sent to the wrong warehouse, and deliveries refused without prior written authorization may not be accepted or refunded.

General Return Eligibility

To qualify for consideration, an item must generally be:

  • Unused, uninstalled, unmodified, and in resalable condition

  • Free from stains, odors, pet hair, scratches, damage, wear, or signs of use

  • Complete with all parts, hardware, manuals, accessories, and components

  • Returned in its original cartons and protective packaging

  • Properly packaged and secured for return transportation

  • Approved for return by both Root + Residence and, when applicable, the manufacturer or fulfillment partner

Root + Residence reserves the right to deny a return or reduce the refund when an item is incomplete, improperly packaged, damaged after delivery, altered, assembled contrary to the terms below, or otherwise not in resalable condition.

Natural variations in wood grain, stone, marble, travertine, leather, fabric, metal, glaze, finish, color, texture, veining, distressing, and other handcrafted or natural materials are not considered defects.

Minor differences between website images and the item received—including differences caused by lighting, screen settings, production runs, or the natural characteristics of materials—do not necessarily qualify an item as damaged, defective, or incorrect.

Furniture That Is Unopened and Still in Its Original Packaging

Furniture that remains unopened, unassembled, unused, and secured in its complete original factory packaging has the best likelihood of qualifying for return.

An eligible return remains subject to:

  • Prior written authorization

  • Applicable return shipping and freight charges

  • Original outbound shipping and delivery charges

  • Restocking, handling, inspection, repackaging, storage, or processing fees

  • Any additional requirements imposed by the applicable manufacturer or fulfillment partner

Customers should retain all cartons, pallets, foam, corner protectors, wrapping, hardware packaging, labels, and other packing materials until they are certain the item will be kept.

Opened but Unassembled Furniture

Furniture that has been opened or removed from its original packaging but has not been assembled, installed, used, or modified may be considered for return at our discretion.

Approval is not guaranteed. The item must be complete, undamaged, and capable of being safely restored to its original factory packaging.

Additional inspection, repackaging, handling, or restocking charges may apply. If the original packaging has been discarded, damaged, altered, or cannot safely support return transit, the return may be denied.

Customer-Assembled or Installed Furniture

Furniture that has been assembled, partially assembled, installed, mounted, attached to a wall, altered, modified, or used after delivery is generally considered final sale and non-returnable.

Beginning assembly constitutes acceptance of the item’s appearance, dimensions, finish, configuration, and general condition, except for concealed damage or a verified manufacturing defect that could not reasonably have been identified before assembly.

Customers are responsible for inspecting all pieces, components, finishes, and hardware before beginning assembly or installation.

Disassembling an item after it has been assembled does not restore its eligibility for return. Root + Residence may make an exception at its sole discretion when the applicable vendor authorizes the return, but additional deductions may apply for inspection, disassembly, repackaging, missing packaging, damage, labor, and reduced resale value.

Professional installation, assembly, mounting, removal, or disassembly expenses are not reimbursable.

White-Glove and Room-of-Choice Deliveries

White-glove and room-of-choice delivery services may include unpacking, placement, assembly, and removal of packaging. Because these services may result in the item being fully unpacked or assembled before the delivery is completed, special requirements apply.

Customers must inspect the item carefully during delivery and before the delivery team leaves. Any visible damage, incorrect merchandise, missing cartons, or packaging damage must be clearly written on the delivery receipt or bill of lading.

If significant visible damage is discovered, contact Root + Residence immediately for guidance before accepting or refusing the delivery whenever reasonably possible.

Acceptance of a white-glove or room-of-choice delivery without noting visible damage may limit our ability to file a freight claim or obtain a replacement, repair, or refund from the carrier or vendor.

Furniture unpacked or assembled as part of an authorized white-glove service is not automatically disqualified solely because the delivery team performed the service. However, preference-based returns—including concerns involving size, color, comfort, style, fit, or a change of mind—remain subject to vendor approval and may be denied once the item has been unpacked, assembled, placed, or packaging has been removed.

When a return is authorized, the customer may be responsible for professional pickup, disassembly, repackaging, white-glove return transportation, and all related service charges.

White-glove, room-of-choice, threshold, assembly, delivery, and packaging-removal service charges are non-refundable once performed.

Restocking and Return Processing Fees

Approved preference-based returns, buyer’s-remorse returns, and returns unrelated to verified damage, defect, or fulfillment error are generally subject to a minimum 25% restocking fee.

Depending on the item, manufacturer, condition, packaging, delivery method, and applicable fulfillment-partner requirements, the total restocking, handling, inspection, repackaging, or processing deduction may be up to 50% of the merchandise price.

The applicable deduction may vary because Root + Residence works with multiple manufacturers and fulfillment partners, including Meridian Furniture, Moe’s Home Collection, Noir Furniture, Surya, Global Views, Safavieh, and others; each of which may maintain its own return authorization procedures, restocking fees, return windows, condition standards, and product exclusions.

The final fee will be determined after the return request is reviewed and may be based on the vendor’s requirements in effect at the time of the return.

Restocking fees are generally waived when Root + Residence or the applicable vendor confirms that:

  • The incorrect item was shipped

  • The item has a covered manufacturing defect

  • The item sustained qualifying damage in transit and all claim requirements were followed

Restocking fees may still apply when damage occurs because of customer use, assembly, installation, movement, inadequate return packaging, failure to follow care instructions, or failure to inspect and document the item promptly.

Return Shipping and Freight Charges

Unless the return results from a verified fulfillment error, covered defect, or qualifying transit damage:

  • The customer is responsible for all return shipping, freight, pickup, handling, and delivery-service costs

  • Original shipping and delivery charges are non-refundable

  • White-glove, room-of-choice, threshold, assembly, expedited, and other upgraded service charges are non-refundable once performed

  • Actual outbound shipping or freight costs may be deducted from the refund, including when the order originally displayed free or included shipping

  • Additional carrier charges may be deducted for residential pickup, liftgate service, limited-access locations, storage, redelivery, appointment fees, reconsignment, packaging, or unsuccessful pickup attempts

Large furniture must be returned using the carrier, warehouse, and service level specified in the return authorization. Customers may not independently select a return destination or freight carrier without written approval.

Root + Residence is not responsible for loss or damage occurring during an unauthorized or independently arranged return.

Refused, Undeliverable, and Missed Deliveries

Refusing delivery does not cancel an order or automatically qualify it for a refund.

Except when Root + Residence has provided written instructions to refuse a materially damaged or incorrect shipment, refused deliveries may be treated as unauthorized returns.

The customer may be responsible for:

  • Original outbound shipping and delivery charges

  • Return freight charges

  • Carrier storage, redelivery, reconsignment, or handling fees

  • Applicable restocking and processing fees

  • Additional costs resulting from an incorrect address, missed appointment, inaccessible delivery location, or refusal

Customers are responsible for confirming that items will fit through all entryways, elevators, hallways, stairways, doors, and intended spaces before ordering. Returns resulting from an item not fitting in the residence or intended space are treated as preference-based returns and may be denied or subject to all applicable fees.

Vendor and Fulfillment-Partner Requirements

Root + Residence partners with multiple manufacturers and fulfillment sources, including Meridian Furniture, Moe’s Home Collection, Noir Furniture, Surya, Global Views, and Safavieh.

Returns may therefore be subject to the return policy, authorization process, deadlines, packaging requirements, freight procedures, restocking charges, and exclusions of the manufacturer or fulfillment partner that supplied the item.

Some vendors do not accept preference-based returns. Certain products supplied by Noir Furniture or other designated manufacturers may be final sale unless they arrive damaged, defective, or incorrect.

When a vendor’s requirements are more restrictive than the general terms stated in this policy, the vendor-specific requirements will control to the extent permitted by applicable law.

Root + Residence may communicate additional item-specific return terms on a product page, quote, invoice, order confirmation, or other written communication. Those item-specific terms form part of this Return & Refund Policy.

Final Sale and Non-Returnable Items

The following items are not eligible for preference-based return unless Root + Residence expressly agrees otherwise in writing:

  • Items marked final sale, clearance, closeout, or non-returnable

  • Custom, personalized, modified, made-to-order, or special-order items

  • Customer-assembled, installed, mounted, altered, or used furniture

  • Items missing original packaging, parts, hardware, or accessories

  • Items damaged after delivery or during customer-arranged return transportation

  • Fabric, leather, finish, rug, stone, wood, or material samples

  • Opened bedding, mattresses, pillows, linens, and other hygienic goods

  • Items purchased in bulk or in quantities designated as a project or commercial order

  • Products whose manufacturer does not permit preference-based returns

  • Gift cards, delivery services, assembly services, and other completed services

Pre-order and backorder items may be subject to separate cancellation and return restrictions stated on the product page or order confirmation.

Order Cancellations

Cancellation requests must be submitted as soon as possible. An order is not canceled until Root + Residence confirms the cancellation in writing.

Once an order has entered processing, been allocated, packed, transferred, released to a warehouse, scheduled for delivery, or shipped, it may no longer be cancelable. If cancellation is still possible, vendor cancellation fees, restocking fees, processing fees, storage fees, and shipping charges may apply.

Orders that cannot be canceled must be handled under the applicable return terms after delivery.

Custom, made-to-order, special-order, final-sale, and certain pre-order items may not be canceled once the order is placed or production begins.

Damaged, Defective, or Incorrect Items

Furniture and Large Freight Deliveries

Inspect the shipment, item, and packaging carefully at the time of delivery.

Visible carton damage, tears, punctures, crushing, missing cartons, or damage to the merchandise must be written on the delivery receipt or bill of lading before it is signed.

Contact info@rootresidence.com within 48 hours of delivery, and no later than any shorter deadline stated in your order documentation. Some freight and manufacturer claims must be initiated within a limited number of days, so prompt notice is essential.

Please provide:

  • Your order number

  • A description of the issue

  • Photographs of the complete item

  • Close-up photographs of the damage or defect

  • Photographs of every side of the cartons and packaging

  • Photographs of the shipping labels and product labels

  • A copy or photograph of the signed delivery receipt or bill of lading

  • Confirmation that all packaging has been retained

Do not discard packaging, assemble, install, repair, move, or return the item until Root + Residence provides instructions.

Failure to retain packaging, document the shipment, note visible freight damage, or report the issue promptly may prevent the carrier or vendor from approving the claim.

Small-Parcel Deliveries

Report damaged, defective, missing, or incorrect small-parcel items within 48 hours of delivery and retain the item and all original packaging while the claim is reviewed.

Remedies for Damage or Defects

Depending on the nature of the issue and the applicable vendor’s warranty or claim procedures, Root + Residence may arrange or offer:

  • Replacement parts

  • Repair or touch-up service

  • A replacement item

  • A partial refund or merchandise credit

  • A return for refund

Root + Residence and the applicable manufacturer reserve the right to determine the appropriate remedy. A minor repairable issue, replaceable component, or cosmetic variation may not qualify the entire item for return.

Do not hire a repair company, dispose of the item, or arrange return shipping without written authorization. Unauthorized expenses will not be reimbursed.

Refunds

Refunds are issued only after an authorized return has been received, inspected, and approved by the applicable warehouse or fulfillment partner.

The refund will be calculated from the eligible merchandise amount, less any applicable:

  • Restocking or processing fee

  • Original outbound shipping or delivery cost

  • Return shipping or freight cost

  • White-glove, assembly, pickup, storage, or handling charges

  • Repackaging, inspection, repair, missing-part, or damage deductions

  • Discounts or promotional adjustments associated with the returned item

Refunds are generally issued to the original form of payment. Depending on the vendor and circumstances, an approved accommodation may instead be issued as store credit.

Please allow approximately 5–10 business days after final return approval for Root + Residence to initiate the refund. Your bank or payment provider may require additional processing time.

Chargebacks and Return Authorization

Customers must contact Root + Residence and allow a reasonable opportunity to review and resolve delivery, damage, defect, cancellation, and return concerns.

Initiating a payment dispute does not waive the requirements of this policy. Root + Residence may provide the order record, delivery confirmation, signed delivery documents, correspondence, photographs, applicable product terms, and return-policy acceptance to the payment provider when responding to a dispute.

Right to Refuse or Limit Returns

Root + Residence reserves the right to refuse, limit, or condition a return when:

  • The item does not meet the applicable return requirements

  • The return was not authorized in advance

  • The return deadline has passed

  • The item was used, assembled, installed, altered, or damaged

  • The original packaging is missing or inadequate

  • The customer did not follow delivery inspection or damage-claim procedures

  • The manufacturer or fulfillment partner declines the return

  • There is evidence of return-policy abuse, fraud, or repeated excessive returns

Any exception made on one order does not require Root + Residence to make the same exception on another order.

Policy Updates

Root + Residence may revise, modify, or update this Return & Refund Policy at any time without prior notice, subject to applicable law.

The version in effect on the date an order is placed will generally apply to that order, together with any product-specific, vendor-specific, quote-specific, or order-specific terms disclosed at or before purchase.

Contact Us

For return questions or assistance, contact:

Root + Residence
info@rootresidence.com