Effective date: July 29, 2026
We want customers to feel confident when purchasing from The Furniture Bank Shop. This policy explains which products may be returned, how to request a return, and how exchanges and refunds are handled.
1. Return Period
Eligible products may be returned within 30 days of delivery or customer pickup.
A return must be requested and approved before the product is brought back or shipped. Products returned without advance authorization may not be accepted.
2. Return Eligibility
To qualify for a return, the product must:
- Be in the same condition in which it was received;
- Be unused and unworn;
- Include all original parts and accessories;
- Include original packaging when applicable;
- Be accompanied by the receipt or order number; and
- Receive return authorization in advance.
Products that are damaged after delivery or pickup because of improper transportation, assembly, installation, handling, storage, modification, or use may not qualify for a return.
3. Non-Returnable Products
The following products are generally not eligible for return:
- Mattresses;
- Mattress toppers;
- Pillows;
- Bedding and other intimate goods;
- Products marked “As-Is”;
- Clearance or final-sale products;
- Customized or special-order products;
- Gift cards; and
- Assembled or installed products that cannot be returned to saleable condition.
The sale status or return restriction may be shown on the product page, receipt, or purchase documentation. Contact us before purchasing when you are unsure whether a product may be returned.
4. How to Request a Return
To begin a return, email:
Include:
- Your order number;
- The name of the product;
- The reason for the return;
- The date of delivery or pickup; and
- Photographs when the request involves damage, defects, missing parts, or an incorrect product.
Our team will review the request and provide approval and return instructions when the product is eligible.
Do not return a product before receiving instructions.
5. Return Location
Approved products may generally be returned to:
The Furniture Bank Shop
8220 Mosley Rd., Suite B
Houston, TX 77075
Returns must be completed during confirmed store or warehouse hours.
Bring the return approval, order number, and identification when requested.
6. Return Transportation
Customers are ordinarily responsible for transporting approved returned products to the return location.
When a product was originally delivered, we may be able to arrange return pickup for an additional fee based on:
- Distance;
- Product size and weight;
- Required personnel;
- Building access; and
- Scheduling availability.
Prepaid shipping labels are not normally provided for large furniture returns.
A return pickup or transportation fee becomes non-refundable after the service has been scheduled.
7. Damaged, Defective, or Incorrect Products
Inspect products promptly when they are delivered or picked up.
When a product is damaged, defective, incorrect, or missing components, contact us within 48 hours.
Provide:
- Your order number;
- A description of the issue;
- Photographs of the complete product;
- Close-up photographs of the damage or defect; and
- Photographs of packaging when relevant.
We will review the information and determine an appropriate resolution, which may include repair, replacement, exchange, return, or refund depending on the product and available inventory.
Normal variations in wood grain, stone, fabric, color, finish, distressing, and other natural materials are not necessarily defects.
Previously disclosed conditions and characteristics visible in the listing photographs are not considered undisclosed damage.
8. Exchanges
The fastest way to obtain a different product is usually to:
- Request and complete an approved return; and
- Place a new order for the replacement product.
When inventory and scheduling permit, we may help arrange a direct exchange through the warehouse or a scheduled delivery or pickup service.
Applicable delivery, pickup, and transportation fees may apply to exchanges.
9. Inspection of Returned Products
All returned products are inspected before a refund is approved.
We may evaluate:
- Product condition;
- Evidence of use or damage;
- Missing parts or accessories;
- Packaging condition;
- Assembly or installation;
- Cleanliness; and
- Whether the product can be resold.
A return may be refused or its refund reduced when the product does not meet the return conditions stated in this policy.
10. Restocking Fees
A restocking fee of up to 10% of the product price may apply when substantial handling, repackaging, repair, cleaning, or preparation is required before the product can be offered for sale again.
Any applicable restocking fee will be deducted from the approved refund.
11. Refunds
After an approved return is received and inspected:
- The refund will normally be issued to the original payment method;
- Approved refunds are generally processed within 10 business days;
- Processing time may vary by bank or payment provider; and
- Delivery, service, and scheduled transportation charges are non-refundable.
When more than 15 business days have passed since refund approval, contact:
12. Non-Refundable Charges
The following charges are generally non-refundable:
- Original delivery fees;
- Service charges;
- Scheduled pickup or return-transportation fees;
- Redelivery fees;
- Failed-delivery charges; and
- Other completed or scheduled service fees.
These charges compensate for transportation, personnel, scheduling, and services already arranged or completed.
13. Canceled Orders
Contact us promptly when you need to cancel an order.
An order may not be cancelable after:
- The product has been prepared for pickup;
- Delivery has been scheduled;
- The delivery vehicle has been dispatched;
- A special-order product has been ordered; or
- Services have already been performed.
Delivery and service fees may remain non-refundable after scheduling.
14. Access and Failed Pickup Attempts
When we arrange delivery, exchange, or return pickup, customers must provide:
- Safe and clear access;
- Accurate address and contact information;
- Advance notice of stairs, elevators, gates, or building restrictions;
- A clear pathway to the product; and
- An authorized person at the scheduled location.
Additional fees may apply when a scheduled service cannot be completed because of access restrictions, inaccurate information, unsafe conditions, or customer unavailability.
15. Manufacturer Warranties
Some new products may include a separate manufacturer warranty.
Manufacturer warranties are subject to the manufacturer’s terms, limitations, registration requirements, and claim procedures.
Contact us when you need available manufacturer information associated with your purchase.
16. Questions and Return Assistance
For return eligibility, damaged-product reports, exchanges, or refund questions, contact:
The Furniture Bank Shop
8220 Mosley Rd., Suite B
Houston, TX 77075
Email: shop@houstonfurniturebank.org
Phone: (713) 842-9771