At Othe Furniture Store, we want you to be completely satisfied with your premium furniture purchase. Should you need to return or exchange an item, our streamlined process ensures a hassle-free experience.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in original, unused condition with all tags and packaging intact
  • Request must be initiated within 15 days of delivery
  • Original proof of purchase (order number) is required
Non-Returnable Items: Due to hygiene and safety reasons, all accent chairs, office chairs, recliners & rockers are final sale and cannot be returned unless defective. Custom or special order items are also non-returnable.

Return & Exchange Process

Step 1: Initiate Your Request

Email our customer service team at [email protected] with your return/exchange request within 15 days of delivery. Please include:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return/exchange
  • Photos of any damaged/defective items (if applicable)
Return/Exchange Request Template:

Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Othe Furniture Store Team,

I would like to request a [return/exchange] for my order #[Your Order Number].
Item Name: [Product Name] Reason: [Reason for return/exchange] [If defective/damaged, please attach photos]
Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name] [Your Contact Number]

Step 2: Receive Authorization

Within 2 business days, our team will:

  • Authorize your return/exchange if eligible
  • Provide a Return Merchandise Authorization (RMA) number
  • Send prepaid return shipping labels (for defective items only)
  • For exchanges: confirm availability of replacement item

Step 3: Prepare Your Return

For authorized returns:

  • Repackage item securely in original packaging
  • Include all original tags, manuals, and accessories
  • Attach the RMA number clearly on the outside of the package
  • For non-defective returns: ship using your preferred carrier (we recommend insured shipping with tracking)

Step 4: Refund or Exchange Processing

Once we receive and inspect your return:

  • Refunds: Processed within 5 business days to your original payment method
  • Exchanges: Shipped within 3 business days after return approval
  • You’ll receive email confirmation at each stage

Return Shipping Costs

  • Defective/Damaged Items: Free return shipping via prepaid label
  • Non-Defective Returns: Customer pays return shipping
  • Exchanges: Customer pays return shipping; we cover new item shipping

Refund Details

Refunds will be issued to your original payment method:

  • Credit/Debit Cards: 5-10 business days after processing (depending on your bank)
  • PayPal: 3-5 business days after processing

Note: Original shipping fees are non-refundable except for defective/damaged items.

Damaged or Defective Items

If your item arrives damaged or defective:

  1. Document the damage with clear photos
  2. Contact us within 48 hours of delivery
  3. We’ll arrange for free return shipping and expedite your replacement

International Returns

For customers outside the United States:

  • All customs/duties fees for returns are the customer’s responsibility
  • Return shipping must include tracking and insurance
  • Refunds will be issued minus original shipping costs (unless defective)
Designer Tip: Unsure if a piece will work in your space? Order fabric swatches or request additional product photos before purchasing to ensure it matches your vision.

For any questions about our returns policy, please contact our customer care team at [email protected] or +1 (904) 555-0192.