At TOV Furniture Store, we believe your journey to a beautiful home should be filled with confidence and trust. Just as we meticulously craft each piece—from our Accent Chairs and Dining Tables to our Lighting and Rugs—to become a future heirloom, we stand behind the quality and design of every item. However, we understand that sometimes a piece may not perfectly fit your vision or space. Our Returns & Exchanges policy is designed with the same graceful simplicity and integrity that defines our collections, ensuring a resolution process that is as thoughtful as our design philosophy.

Our Return & Exchange Promise

We offer a straightforward and customer-centric returns and exchanges policy for most items within 15 days of your receipt of delivery. Our goal is to ensure you are completely satisfied with your selection for your Living Room, Bedroom, Entryway, or any other space you’re furnishing.

Key Conditions for Returns & Exchanges:

  • Timeframe: Returns or exchange requests must be initiated within 15 days of the delivery date.
  • Item Condition: Items must be returned in their original, unused, and unassembled condition, with all original packaging, tags, and documentation intact.
  • Proof of Purchase: Your order number or invoice is required.
  • Return Shipping: Customers are responsible for the cost of return shipping unless the return is due to our error or a defective item.
  • Non-Returnable Items: For the safety and hygiene of our global design community, the following items are final sale and cannot be returned or exchanged:
    • Ceiling Lamps & Floor Lamps: Due to the complexity of electrical components and international safety regulations.
    • Pet Beds: For hygiene reasons.
    • Custom or Made-to-Order Items: Specifically noted on the product page at the time of purchase.
    • Any item that is not in its original condition, is damaged, missing parts, or is assembled.

Step-by-Step Return or Exchange Process

Step 1: Initiate Your Request

Please contact our customer care team at [email protected] within the 15-day window. Use the email template below to ensure we have all necessary information to assist you promptly.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear TOV Furniture Customer Care, I would like to request a [Return / Exchange] for my recent purchase. Order Number: [Please provide your order number] Product Name(s): [e.g., Accent Chair, Dining Table] Reason for Request: [e.g., Size, Style, Defect (please describe)] For exchanges, my desired replacement item is: [Product Name & SKU if known] I confirm that the item(s) are in original, unused, and unassembled condition with all packaging intact. Please provide instructions for the next steps. Sincerely, [Your Full Name] [Your Phone Number associated with the order]

Step 2: Receive Authorization & Instructions

Within 1-2 business days, our team will review your request and email you a Return Merchandise Authorization (RMA) number along with detailed return shipping instructions and the applicable return address (based on your location). Please do not ship any items back without this authorization.

Step 3: Ship the Item(s) Back

Securely repack the item(s) in the original packaging. Include the RMA number clearly on the outside of the box. We highly recommend using a trackable and insured shipping service (such as DHL, FedEx, or your local postal service) and retaining your proof of postage. Ship the package to the address provided in your instructions.

Step 4: Inspection & Processing

Once we receive and inspect the returned item(s) at our warehouse (typically within 7-10 business days after you ship it), we will notify you via email regarding the status.

  • For Returns: Upon approval, your refund will be processed.
  • For Exchanges: Upon approval, we will process the shipment of your replacement item. If the desired item is out of stock, we will contact you to discuss alternatives or issue a refund.

Refunds: Timing & Method

We strive to process refunds as swiftly as our artisans craft our Benches & Ottomans and Chests & Dressers.

  • Timing: Refunds are processed within 5-7 business days after we approve your return. The total time for the funds to appear in your account depends on your original payment method and financial institution:
    • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after we process the refund.
    • PayPal: 3-5 business days after we process the refund.
  • Method: All refunds are issued to the original payment method used for the purchase. Please note that original shipping fees (Standard or Free Shipping) are non-refundable, unless the return is due to our error.

Note: For orders that qualified for Free Shipping on orders over $50, the outbound shipping cost will be deducted from your refund if the return brings the order total below $50.

Damaged or Incorrect Items

If your item arrives damaged or you receive an incorrect product, please contact us immediately at [email protected] within 48 hours of delivery. Provide your order number and photos of the damaged item or the incorrect product received. We will arrange for a replacement, return, or refund at no cost to you, including covering the return shipping.

We’re Here to Help
Your satisfaction is the cornerstone of our design community. If you have any questions about our policy or need assistance, please reach out. We are dedicated to ensuring your experience with TOV Furniture remains seamless and inspired.

TOV Furniture Store
Email: [email protected]
Website: tovfurnitures.com

This policy is subject to change. Last updated in alignment with our Privacy Policy ethos.