Customer Responsibility During Delivery

Customer must note, in detail, the condition and any damage (holes, crushed corners, dents, worn tops, bottoms or edges, scraping, dirt etc.) to the packaging on the sheet the delivery agent asks you to sign.

Customers are encouraged to open freight items and inspect them thoroughly before signing the delivery release. Delivery must be refused if unacceptable levels of damage are witnessed.

Pictures must be taken to document the damage – notice of refusal must be made within 24hrs. Items signed off in good condition on the delivery slip are not eligible for damage claims.

A customer's agent (family member or friend) may sign for the package if they are at the residence.  A signature by a customer's agent at the same address is the same as the customer signing for the package.

Disclaimer

Any aid in the form of lifting, assembling, debris removal, or installation are done under the sole volition of the customer.

Any damages incurred by aiding the delivery agent while the delivery, assembly, debris removal, installation, or inspection is being conducted are the responsibility of the customer

Multiple item orders may be delivered at different times, please make note if all items have to be delivered simultaneously.

Customer should not, in any way, attempt to complete a paid service on their own if delivery, assembly, debris removal, installation, or inspection take longer than the allotted time and is rescheduled

Although we estimate a lead time of 8 - 12 weeks on out of stock items, there are instances where lead times can lengthen due to unforeseeable circumstances in the supply chain beyond our control, such as delayed production, delayed departure of shipment, third party shipping delays, warehouse backups, etc. 

 Emfurn shall not under any circumstances be liable for special, incidental or consequential damages such as, but not limited to, damage to or loss of other property or equipment, loss of profits or revenue, cost of capital, cost of purchased or replacement goods, or related claims. 

 Returns

In the event that you're not completely satisfied with your product, please contact us within 14 days for an exchange or credit of the purchase price less the costs of shipping and handling, unless otherwise noted. 

Furthermore, please be aware that a 30% restocking fee does apply on all returns. We will deduct any applicable restocking fees from the total refund amount should you wish to return these items. 

All returned products must be in its original condition and packaging, otherwise your return request may be denied or additional charges may apply. Furthermore, we cannot take returns of products that have already been assembled or modified. 

If a custom/special order is already in production and is cancelled for any reason, then a 30% restock/cancellation fee applies.

Cancelled custom orders before delivery are subject to a 30% restock fee.

Exchanges (if applicable)

Warranty

Damaged Item Policy

We take every step possible to ensure your orders arrive in the best condition possible. All shipments must be inspected by the customer upon delivery.

Sign-off should not happen if any signs of damage are noticed.

Damage claims or notice of product deficiency must be made within 48 hours of receipt of merchandise. 

Damaged goods must be reported to sales@emfurn.com within 48 hours to be eligible for an exchange. It is very important to note that if we do not receive notice of any damage on your shipment within 48 hours then we will not be taking any responsibility for the damage, which means no replacement or store credit will be issued.

If freight or small parcel items that require signature are signed off in good condition or not inspected, but signed for and accepted, they are exempt from any damage claims.

Claims are not considered filed unless pictures showing the damage are emailed and received within 48hrs of receiving the product.

If a replacement is available but refused due to any reason then the return would fall under our standard return policy.

Damages during Truck Freight Shipping

If your package appears to be slightly damaged, please make sure you write "Package Damaged" when you sign for delivery. This is very important.

If your package appears to be significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new replacement package. If you refuse the damaged package, please make sure you notify us so that we can expect the return shipment.

If you accept the package and later realize that parts are missing or damaged, please contact us immediately so that we can arrange for replacement parts to be shipped to you free of charge. It is very important that you notify us immediately as we will also be submitting a freight claim (which generally needs to be done within 48 hours of delivery).

If a damage claim is not made within 48 hours, then there will be no return,exchange or refund. If we are unable to provide replacement parts, we will arrange to have your defective shipment picked-up and we will send you a new replacement unit as soon as possible. Please make sure that your returned product is in its original packaging.

How to Return an Item

• Please review our Return Policy, our Damaged Item Policy, and our Non-returnable Item Policy to make sure the item is eligible for return
• After you have ensured the item is eligible for return please contact us at: sales@emfurn.com:
  • If the item is damaged/defective, at least 2 clear pictures supporting the damage/defect claim
  • The order number in the subject line of the email
• Within 1 business day we will respond to set up the next steps

Replacement Parts

• Orders that have missing or damaged parts will be shipped free of charge
• Replacement parts are subject to different availability than the item ordered
• Standard shipping terms apply to all replacement part orders
• Expedited shipping of replacement parts are subject to additional fees
• In the event that a suitable replacement is not available, a refund (including shipping) will be issued
• Replacement parts are delivered via small parcel (UPS/FedEx) or by curbside freight only
• Replacement parts such as cushion or straps are non-returnable

Custom Made Items

• Cancelled custom made items before delivery are subject to a 30% restock fee
• Since custom made items are made to order, these products are non-returnable and non-refundable after delivery

Defective Items

If a defect is discovered and confirmed, we will replace the defective part at no cost to the buyer, as long as the buyer contacts us within 48 hours.

In the event that a suitable replacement is not available, a return will be authorized, and after return is completed, a refund will be issued in the form of the original payment method or a company check.

Returns Due to Color

Returns of products due to the different shades of color are subject to the standard return policy.  Colors produced on a screen (monitors, laptops, tablets, cell phones, etc.) vary greatly from company to company and product to product. Ambient light, brightness, color settings, and the viewing angle of a display play a major role in color reproduction. Our vendors do their best to supply us proper colors but due these variables, we cannot guarantee the exact color of a product shown in the pictures.

Returns due to Material

Returns of products due to quality of the material are subject to the standard return policy.  Quality (i.e. softness, texture, etc.) of a material is subjective.   

Returns due to Dimensions

Returns of products due to the incorrect dimensions are subject to the standard refund policy if the actual dimensions lie within 5% of the dimensions listed.  

Returns due to a Lack of Photos

Photos are a certain representation of what the product sold by the supplier. Our suppliers do their best to supply the correct photos of the products with as many viewing angles as possible but issues pertaining to missing angle views of the photos or products not matching the exact photos listed are subject to the standard return policy.