Returns & changes
Cancelling or sending a piece back
Review before committing
Check the list before it goes in.
Count the stools against the ledge and the chairs against the tables one last time. A stock piece can come back unused in its carton, less a 35% restocking fee, but custom work is yours once confirmed.
The terms below govern changes and returns. Contact the team with the order reference and the item involved before taking action, and retain the written response with your order record.
Read ordering stepsFrom the furniture collection
Mistakes happen in a busy week. Here is how to undo one, and what it costs.
Cancel before it is made or packed
Email us while the order is still waiting for production and packing, and it can be cancelled. Put ORDER and your order reference in the subject. Once the order is in production or packed, the return terms below take over.
Custom work is final
Some lines are made just for you: a seat cover from outside the listed options, a finish or stain by special order, a size or a shape beyond the standard range. Once confirmed, custom items cannot be cancelled or returned. Check the confirmation line by line before you approve it, and ask for a free sample of the finish first if there is any doubt.
Read the confirmation before you approve it
Most returns start with a line nobody checked. Before you approve, hold the confirmation against your plan: the finish name, the seat, the height, the count. Then stand at the counter with a tape and measure the ledge once more. A question asked now costs nothing. The same question after packing costs a restocking fee.
Stock items: the fee and the freight
Standard stock items can come back. A 35% restocking fee is taken from the value of what you return. Cancel a stock item once it's packed but still on our side of the truck, and the same 35% applies.
Freight runs both ways at your cost: the trip to you and the trip back. Here is how it adds up. A cafe returns 24 stock stools at $150 each. That is $3,600 worth of stools. The fee comes to $1,260, and both legs of freight are added.
What a return must look like
Unused, in the original cartons. Packing and palletizing are your job. Nothing that arrives back damaged is credited, so strap the pallet well.
A refused shipment counts as a return
Send the truck away, unless it's for carrier damage, and we handle the shipment as a return. That means an invoice for trucking in both directions, the 35% fee and whatever the carrier adds for the trouble. If a pallet is damaged, take the delivery, mark the damage on the bill of lading, then work through the receiving steps on the delivery page.
Changes after we confirm
Once we have confirmed, a change to quantity, options or the delivery address needs our written agreement. It can add freight, a restocking charge, or both. Once a custom line has gone into production, it is locked.
Asking for a return
Write to sales@commercialcafefurniture.com giving the order reference, which shop, the lines and quantities involved, and why. Wait for our written reply before you ship anything back: nothing should leave your shop until you have it. Freight damage, short counts and defects are claims, not returns; see the warranty page for those, or read how to order to see where a change is still cheap.