Refund policy

Returns, refunds and cancellations

The short version: Standard pieces can be returned within 30 days of delivery (US and Canada). Custom pieces (anything we change for you from what's listed) can't be returned for a change of mind. Damage and our mistakes are on us, on every piece.

Standard pieces: 30 days

A standard piece is any product exactly as listed on our website (one of the listed sizes, woods, finishes and leg options), even if we build it after you order.

  • Box not opened: we refund the full price of the item.
  • Opened or assembled: take it apart and pack it safely, in the original packaging where you can. We accept it in like-new condition, with a 15% restocking fee for inspection and repacking.
  • Used, damaged or with parts missing: we can't accept it, or we agree a reduced refund with you before you send it.
  • For a change of mind you pay the return shipping. We send you a quote first.
  • The white glove delivery fee isn't refunded once the delivery has been made. The Expedite fee (+$199 per item) isn't refunded once the faster build has started.
  • Clearance items, floor samples and items sold "as is" are final sale.

Custom pieces

A custom piece is any piece we change for you from what's listed: your own size, leg size or height, wood, finish, shape or design, from a quote by us or a custom checkout link. Because we couldn't sell it to anyone else, it can't be returned for a change of mind.

  • That includes colour preference and fit, and it can't be exchanged either. Please check every measurement before we start; we confirm the specification with you in writing.
  • We send you photos of your finished piece before it ships. If you're not happy with it, tell us before it ships and we refund your payment.
  • If it arrives damaged, has a defect, or isn't made to the specification we agreed, we repair it, replace it or refund you, and we pay the shipping.

Damage in delivery, wrong items and missing parts

Check the boxes and the piece when they arrive. If the packaging is visibly damaged, note it on the delivery receipt (for example "box damaged") and take photos before the driver leaves. Only refuse the delivery if the piece itself is clearly broken, and tell us the same day. If you find damage after unpacking, tell us within 7 days of delivery, with photos of the piece and the packaging, at support@upphomestore.com. We replace the damaged parts or the whole piece at our cost, including shipping.

If a part is missing or we sent the wrong item, tell us: we send the part, or collect the item and send the right one, at our cost.

Natural wood

Solid wood has its own grain, knots and colour, so small differences from the photos aren't a defect. A standard piece can still be returned within 30 days under the rules above. For custom pieces, colour and grain differences aren't a reason for a return.

Cancelling an order

  • Before production starts: free of charge.
  • Standard piece after production has started: a 10% fee.
  • Custom piece after production has started: it can't be cancelled.
  • If we can't ship by the date we gave you, we tell you and give you a new date, and you can cancel for a full refund.

Refunds

We refund within 5 business days of receiving and checking a return, and within 7 business days of a cancellation. Refunds go back to the payment method you used; for a pay-later plan the refund goes through that provider.

Deliveries we can't complete

If a delivery fails because nobody was there or the contact details were wrong, or the parcel is refused without a reason, and the goods come back to us, we refund the item minus the actual shipping costs. We tell you the amount first.

Outside the US and Canada

In the United Kingdom you can cancel an order for a standard piece within 14 days of delivery and return it within 14 days after that; we refund within 14 days. Custom pieces made to your specification are excluded, as UK law allows. In other countries your local consumer law applies.

How to start a return

  1. Email support@upphomestore.com with your order number, what you'd like to return, and photos.
  2. We reply within 2 business days. Once we approve the return, we send you the return address and a shipping label or quote.
  3. Pack the piece safely and send it within 14 days of approval.

You can ask us for a written copy of this policy at any time.