Returns & changes
What it costs to cancel, return or change an order
Plans change. A chair looked right on screen and looks wrong beside the counter, or the second shop slips a quarter. What a change costs depends on how far the order has traveled, so this page runs from earliest to latest.
Stage one: before production or packing
This is the simplest exit. Cancellation has to be in writing, so email us before production starts or the order is packed, naming the order and the lines to drop. Do it early. Once either has happened, the stages below apply.
Stage two: packed, but not shipped
A stock item cancelled at this point carries a 35% restocking fee on its value. Stock items are the standard catalog pieces, as opposed to custom ones.
Stage three: delivered
Stock items can be returned. The fee is again 35% of the value of what goes back, and freight is yours in both directions. Fifty stock chairs at $120 apiece add up to $6,000, so the restocking fee on that return is $2,100, with freight on top.
Sent-back pieces have to be unused and still boxed in their original cartons. You pack and palletize the shipment. If a piece arrives back damaged, it isn't credited. Toss nothing and flatten nothing: keep every carton until the room is set up and you're happy with it.
Custom items are final
Some lines are built to your order: upholstery off the list, a special-order finish or stain, or sizes and shapes that the standard line doesn't include. Once confirmed, these lines cannot be cancelled or returned. They are made for one room and cannot go back on the shelf.
Catch it at confirmation
The cheapest return is the one that never ships. When the confirmation email arrives, read each line against your cafe plan: finish, color, size, count. Check seat heights against your actual counter and tables, not the drawing. The finish and upholstery lists move on over time, so when you reorder, or add chairs to a room that's already open, ask for a swatch of the current color and approve it before you order. Free samples are one request away.
Refused deliveries
Sending the truck away isn't the same as cancelling. Unless the refusal is for carrier damage, the shipment is handled as a return. The bill covers freight out, freight back, the restocking fee, and whatever extra the carrier adds. If cartons come off the truck damaged, accept the delivery with exceptions listed on the bill of lading and tell us. The delivery page has the steps.
Changes after confirmation
After an order is confirmed, changing the quantity, a configuration or a delivery detail takes our written agreement, and extra freight or restocking charges can follow. Once a custom line is in production, it stays as ordered.
How to ask
Send an email to sales@restaurantfurniture.shop (the contact page explains the subject lines). Name the order, the delivery site, which lines are affected, how many pieces, and why. Include only the lines affected. Nothing goes back on a truck until we've replied in writing. If a piece arrived faulty, that's a warranty matter, so start there instead.