Navigating furniture returns can feel stressful, especially when strict timelines and restocking fees catch you off guard. If you recently purchased a sofa, bedroom set, or accent piece from Rooms To Go, you need to act quickly. Unlike many retailers that offer generous 30-day or 90-day return windows, this furniture chain enforces a tight turnaround for online orders and maintains strict final-sale rules for showroom purchases.
Understanding how the system works before you request a refund or exchange will save you time, money, and frustration. This guide breaks down the exact windows, non-refundable costs, cancellation rules, and practical steps required to handle your transaction smoothly.
The Core Return Window: Online Versus Showroom Purchases
The rules change dramatically depending on whether you ordered your items online or walked into a physical showroom. Knowing which category your purchase falls under prevents costly miscalculations.
- Online Purchases: Items bought through the website come with a 48-hour return window starting from the exact time of delivery. If the merchandise isn't what you expected, you must contact customer support within this brief period.
- Showroom Purchases: Furniture bought inside a physical retail store is generally considered final sale once delivered. Showrooms do not allow standard buyers' remorse returns after the items drop off at your home.
Because the online window closes in just two days, you must inspect every piece of furniture the moment the delivery crew leaves. Check for tears in fabric, wobbling legs, mismatched finishes, or structural defects immediately.
Understanding Cancellation Rules Before Delivery
If you experience buyer's remorse before your furniture arrives, your ability to cancel depends entirely on how far along the fulfillment process is.
For online sales, you can typically cancel your order up until the merchandise gets loaded onto the delivery truck, which usually happens about three days prior to your scheduled drop-off date. Keep in mind that Express or Next Day Delivery orders cannot be canceled once placed.
For showroom sales, if you cancel within 48 hours of your original purchase date and no delivery has occurred, you qualify for a full refund. If you cancel after those initial 48 hours but before delivery happens, you face an 20% cancellation penalty, meaning you only receive an 80% refund of your purchase price.
Financial Implications: Fees and Non-Refundable Costs
Returns are rarely free when dealing with large-scale furniture logistics. If your return gets approved, expect several deductions from your total refund amount:
- Original Delivery Fees: The delivery charges you paid upfront are completely non-refundable.
- Return Shipping Fees: For approved online returns, you may be assessed a return freight fee that equals the original delivery charge. If you bought smaller accent items delivered via UPS, you are responsible for shipping them back at your own expense.
- Long-Distance Surcharges: Customers living outside standard delivery zones may face additional return surcharges.
- Processing Times: Once the items clear inspection at the warehouse, approved refunds take up to 10 business days to post back to your original form of payment.
Special Categories: Mattresses, Clearance, and Defects
Certain product categories operate under entirely separate guidelines that override standard policies.
Mattresses often feature specialized trial periods, such as a 120-night sleep trial, which allows for a one-time exchange or return if comfort expectations aren't met, provided the mattress remains clean and unsoiled. Conversely, clearance items, floor samples, and custom-ordered furniture are treated as final sale. They cannot be returned unless they arrive with a verified manufacturing defect or damage sustained during transit.
If an item arrives damaged, document the flaws with clear photographs before contacting support. Manufacturing defects discovered later fall under the manufacturer's limited warranty rather than standard return channels.
Step-by-Step Guide to Initiating a Return
If your online purchase meets the 48-hour criteria and you want to proceed, follow these steps to secure your refund:
- Locate your sales order number: Gather your confirmation email or digital receipt, as customer service requires this number immediately.
- Contact Internet Sales Support: Call the dedicated internet sales support line at 1-888-709-5380 to log your return request within the 48-hour window.
- Prepare the merchandise: Keep the items in the exact condition they arrived in. For smaller items, pack them securely in their original packaging.
- Arrange pickup or shipping: Coordinate with the support team for large furniture freight pickups, or print and apply the designated UPS shipping label for smaller parcel items.
Frequently Asked Questions
Can I return an online purchase to a local showroom?
No, physical retail locations generally do not accept returns for items bought through the website. All online return requests must go through Internet Sales Support.
What happens if I paid using cryptocurrency or alternative payment methods?
If you completed your purchase using BitPay, any approved refund is issued via a check sent by mail in U.S. dollars, minus applicable delivery fees.
Are assembly fees refundable if I return an item?
No. Any assembly services or associated charges completed during delivery are non-refundable alongside the initial delivery fees.
What if my furniture has a structural defect after two weeks?
The initial 48-hour return window only applies to items that are "not as expected" or unwanted. If a structural flaw emerges later, you should reference the Rooms To Go Warranty terms or protection plans to request repair or replacement.
