Returns & changes
Cancelling, changing or returning an order
Review before committing
Check the count before the doors open.
Unused stock pieces can come back in their original cartons, less a 35% restocking fee and the freight both ways. Once we confirm a custom piece, it cannot be cancelled or returned.
The terms below govern changes and returns. Contact the team with the order reference and the item involved before taking action, and retain the written response with your order record.
Read ordering stepsFrom the furniture collection
Plans change. The wedding season comes in smaller than forecast, or the terrace is redrawn after the order went in. Here is what can still move, and what it costs.
While the order is still on paper
Write to us before production starts on your order or anyone begins packing it, and it can be cancelled. That is the clean window. Once it closes, the return terms take over.
Stock pieces
Unused pieces from standard stock may come back. We keep 35% of their returned value as a restocking fee. Stock pieces cancelled once packed, but before they leave, carry that same 35%. Freight, going out and coming back, is yours to pay.
Say a property sends back 30 stock dining chairs at $150 each. That is $4,500 of furniture, and $1,575 of it stays with us as the fee, with freight out and back on top.
The condition they come back in
Every returned piece must be unused, packed in the very cartons it arrived in. Your team wraps them and builds the pallets. A damaged return is credited nothing, so pack the chairs the way they were packed for you.
That matters most on a big banquet order. Two hundred chairs restacked into loose cartons will not travel well.
Custom pieces
Custom covers upholstery beyond the listed choices, finishes or stains made to special order, and sizes or shapes past the standard range. Once we confirm such a piece, it can be neither cancelled nor sent back, and a custom line already in production stays exactly as ordered. That includes a dining chair stained to match the lobby paneling. Order a free sample and settle the color before you confirm.
Before you approve the confirmation
The cheapest return is the one nobody makes. When the confirmation email lands, read it against your plan: the frame finish, the seat color, the count for each room, the size of each top beside the base it will sit on. If a finish must match chairs the property already owns, a free swatch settles the question in a few days, long before 200 chairs are packed.
Refused deliveries
Turn a truck away for anything but carrier damage and we treat the load as a return. The bill then covers freight both ways, the 35% fee, and whatever extra the carrier charges.
Changes after confirmation
Once confirmed, an order changes in quantity, build or delivery only with our written agreement. Extra freight or restocking charges can come with the change. Ask early, before the truck is booked, while the load can still be adjusted.
How to ask
Email sales@hotelandresortfurniture.com. Give the order reference, the property, each line and its quantity, and your reason. Hold every carton until our written answer reaches you, which takes no more than one business day. For damage on the road, use the receiving routine on our delivery page; a defect is handled under the warranty. For the stages before confirmation, see how to order.