Customer satisfaction is our top priority. If you are unsatisfied for any reason with your purchase, you can return or exchange it within 5 days of delivery. Returned or exchanged items must be new and in unused condition. A few of our vendors may be excluded from our return policy. Any exceptions are noted on the page of the item. Special orders where custom fabrics or colors are selected are non-refundable. Mattresses, Bedding and linens are also non-refundable and cannot be exchanged. To return items for an exchange, or refund, please contact us via email for an RMA (Return Merchandise Authorization). We ship items from multiple warehouses across the United States; therefore, it is very important to contact us so we can provide the correct return warehouse address. All returns and exchanges are subject to round trip shipping charges. If your item was shipped with our "Free Shipping," we will charge our "actual" outbound shipping charges as the shipping charges are included in the price but customer will still be charged the round trip shipping costs incurred by Home Gallery Stores. All returns and exchanges are subject to a 15% restocking fee. Returns are only accepted in their original boxes, and should be unassembled. Once an item has been assembled it is no longer returnable unless written exemption was provided by Home Gallery Stores. Your will be refunded once Home Gallery Stores receives the returned merchandise. Always measure the space you plan on placing the furniture to make sure it will fit prior to making an order.
Cancellation & Return Policy:
Home Gallery, Inc. special orders all items from the manufacturer directly. Special orders are subject to a restocking fee, and in some cases, cannot be returned to the manufacturer. For these reasons, Home Gallery, Inc. developed the following policy to address canceled and/or returned orders.
All requests to cancel or return an order must be submitted in writing, via e-mail.
Requests to Cancel an order within 24 hours of purchase must be e-mailed to [email protected]. Home Gallery will provide a full refund as long as the order has not shipped from the manufacturer. Cancellation is not complete until confirmed via e-mail by a Salesperson.
Requests to Cancel an order more than 24 hours after purchase must be e-mailed to [email protected]. Home Gallery will deduct a 15% restocking fee and any outbound shipping fees from the retail price to determine the refund amount. Shipping charges paid by the customer will be refunded. The outbound shipping fee is the shipping expense that Home Gallery Stores paid to provide delivery to the customer. The restocking fee is calculated on the retail price.
Requests to Cancel/Return an order at delivery must be noted on the delivery paperwork, and the customer must also e-mail [email protected]. Home Gallery will deduct a 15% restocking fee and outbound shipping fees from the refund amount. Shipping charges paid by the customer are non-refundable. The outbound shipping fee is the shipping expense that Home Gallery Stores paid to provide delivery to the customer. The restocking fee is calculated on the retail price. Orders returned due to damage or defect will be restored or replaced at no charge to the customer.
Requests to Cancel/Return an order after delivery and within 7 days of delivery must be authorized by Home Gallery Stores, and the customer must e-mail [email protected] or submit a request via the form at http://homegallerystores.com/contact by selecting "Hassle-Free Returns" from the "Topic" menu and completing the required information. A Home Gallery Stores Customer Service Representative must authorize the return and will provide a Return Authorization Number and the return shipping address to the customer via e-mail. The customer will return any item at his/her expense via a carrier that provides the same level of shipping service as specified for the returning item on the original order. All returned items will be inspected. Home Gallery will deduct a 15% restocking fee and outbound shipping fees from the retail price to determine the refund amount. Shipping charges paid by the customer are non-refundable. The outbound shipping fee is the shipping expense that Home Gallery Stores paid to provide delivery to the customer. The restocking fee is calculated on the retail price. If items are returned in "used" condition, an additional 15% usage fee will be deducted from the refund amount.
Unauthorized returns will not be accepted and no credit/refund will be given.
Returns for items with "Ground" shipping or "Curbside" delivery service will only be accepted in the original packaging.
Home Gallery Stores will refund the Montage Protection Plan in full for orders canceled/returned in full. If not all items are canceled/returned on the order, Home Gallery will issue a prorated credit for the Montage Protection Plan. The prorated amount will be based upon the subtotal of the goods kept by the purchaser.
PLEASE NOTE, restoration or replacement is the sole remedy for items that arrive incorrectly or with damage or defect. Requests to Cancel Orders arriving incorrect, damaged, or defective will be honored in accordance with our "Cancellation & Return Policy".
All sales are final for Bedding; Custom Upholstery; Made-to-Order Casegoods, Outdoor Furniture, and Upholstery; Mattresses; Clearance and Closeout items. Final Sale items cannot be canceled and will not be accepted for return. If your Final Sale order arrives with damage or defect, please follow instructions as provided in our "Limited Warranty for Damage or Defect".
If an item is determined by Home Gallery Stores, or the manufacturer, to be free of defect or damage, however, customer is not 100% satisfied with the product and desires to return the order; customer may return the item(s) they purchased from Home Gallery Stores by following the steps outlined below:
Customer must e-mail Home Gallery Stores a request for a Return Authorization Number within five (5) calendar days from receiving the delivery.
Returned items must be received by Home Gallery Stores within twenty (20) days from the date the return authorization is issued.
Home Gallery Stores will calculate and provide to you in writing or email, applicable restocking fees and actual delivery charges. A Return Authorization number will not be issued until Home Gallery Stores receives written acceptance from the customer of all return fees via email or fax.
Refunds, if applicable, will not be issued until item(s) are inspected by Home Gallery Stores, manufacturer or an authorized 3rd party agent of Home Gallery Stores.
Item(s) do NOT qualify as Non-damaged or Non-defective Return if: a) YOU received delivery of an item(s) with a finish, color or texture that is different from what YOU saw at the Home Gallery Stores website, any website other than Home Gallery Stores, at a physical furniture store, or recommendations YOU received from a Home Gallery Stores sales representative. Finishes and colors online may not accurately represent the true color or pattern. YOU accept liability for YOUR purchase. b) You or a Home Gallery Stores representative on your behalf places an order through the Home Gallery Stores website and the item(s) listed in the order confirmation are incorrect, YOU are responsible for (1) reviewing the email order confirmation details; (2) notifying Home Gallery Stores within 24-hours if YOU did NOT receive the order confirmation email; (3) any errors, typos or inaccuracies in the order confirmation email so that Home Gallery Stores may revise the order details to reflect what YOU want to order and where YOU want the order shipped to. c) Should customer refuse delivery because the purchased item(s) cannot fit into home or room(s) by the customer or delivery agents, then the customer is responsible for any/all return costs in accordance with our return policy.
FOR ALL ELIGIBLE RETURNS:
a) Item(s) must be unused and free from damage, pet hairs, soil, or stains.
b) Item(s) must be returned in its original packaging or equivalent with a Return Authorization Number affixed to the outside of the package.
c) If RA approved, we will arrange for a carrier pickup date and have the carrier contact the customer directly to schedule a pickup date.
d) Item(s) will not be picked up unless properly packaged by the customer including patching any holes or re-securing corners, box top and bottom.
e) If customer discards the original packaging, or it was removed from the premises by the Home Gallery Stores delivery agent, it will be the customer's responsibility to source the similar packing materials and re-packing the unit(s) the same way that it was delivered. The customer will be financially responsible for any item(s) damaged due to inadequate packing materials and/or packing unless Home Gallery Stores can document the returned item(s) were mishandled by the carrier on the return delivery including but not limited to holes and tears in the packaging. Home Gallery Stores will provide you with photos of the packaging and re-calculate your refund less the costs to repair or replace the damaged item(s) if applicable.
Full Refunds May Not Be Issued If:
1. The item(s) is determined by Home Gallery Stores or the manufacturer to have been used, damaged by the customer.
2. If the item(s) was returned C.O.D.
3. If the item(s) is not returned in its original packaging or equivalent.
4. If the item(s) does not have a Return Authorization Number affixed to the outside of the package.
5. If the item(s) are returned with damage and cause of damage is determined to be a result of shipper's mishandling.
We work closely with our vendors and strive to make 100% certain that all product colors, dimensions, and angles are exact; however, there are sometimes small discrepancies. Home Gallery Stores will not responsible if any of these are slightly different from what was advertised. All of our information is provided to us by our vendors. Any questions or hesitations based on color or dimensions must be discussed before placing your order, and if not fully addressed, Home Gallery Stores will not be held responsible. Always measure the space you plan on placing your new furniture to make sure it will fit prior to placing an order. If an item does not fit in a customers home and needs to be returned, the customer will be charged a 15% restocking fee as well as round trip actual shipping fees incurred by Home Gallery Stores. Additionally, mattresses, bedding and linens are non-refundable and cannot be exchanged.