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CUSTOMER SERVICE, WARRANTIES & POLICIES

CUSTOMER SERVICE

Royal is proud of the quality we offer our customers. However, if there's a problem, the manufacturer typically warranties its product for one year from the date of purchase. To request service on damaged or defective merchandise, please contact customer service department at 901-346-1446, option 4. Customer service office hours are Tuesday through Saturday, from 8 am to 5 pm.

WARRANTY AND SERVICE POLICIES

Bedroom, Occasional Pieces, and Dining: One year on veneer and laminated finishes, hardware, rails, and wood construction, mirror or glass damage reported within three days of delivery.

Upholstery and Leather: One year on reclining and sleeper mechanisms, swivel chair bases, wood frame, cover seam slippage, cracking, and fraying. All seat cushion cores will soften with normal use and will conform to the shape of the user. This shall be considered normal wear, and not be considered a loss of resiliency or a material manufacturing defect.

Bedding: We will strictly adhere to manufacturer's warranty.

Accessories: Thirty-day warranty against manufacturer's defects.

Rugs: We will strictly adhere to manufacturer's warranty.

If your Royal Furniture items have a manufacturer defect within the warranty period, we will:

  • Schedule a service call on the specific day(s) that have been designated for your town
    • Upholstery items requiring service may be scheduled and repaired by a third party
  • Inspect damaged or defective merchandise in your home
    • The service technician will photograph and report damages
    • If the merchandise cannot be repaired at that time, the technician will report back to the customer service representative
  • Merchandise will be repaired or replaced at Royal Furniture’s discretion

Warranties are valid from the original date of purchase, by the original purchaser, and at the original delivery address. For warranties to apply, all accounts with Royal must be current to receive service. All warranties are for normal usage. Furniture rated for residential use has a warranty for residential use only. If Royal determines that damage is due to customer abuse, the warranty is nullified.

FREQUENTLY ASKED QUESTIONS

Can I return my merchandise?

There are times when furniture you see in the store just isn’t right or doesn’t fit your space. At Royal Furniture, we understand this, and we want to make such returns as easy as possible.

If you return your purchase within 3 days of pickup or refuse due to size or color at the time of delivery, we will authorize a reselection for something you prefer or issue a refund. The refund may be subject to a restocking fee of up to 20%.

Royal Furniture does not authorize reselection or refund for:

  • Bedding (including pillows and mattress protectors)
  • Special Order Merchandise
  • Delivery Charges

Why is my bedding warranty void because of a stain?

Due to Southerland and Serta’s policy, the warranty is void when the sleep set, even if defective, is in an unsanitary condition (due to blood or fluid, stains or soiling, infestation or other abuse), when the sleep set has evidence of damage from liquid penetration, cleaning or the use of cleaning fluids, or whenever the product failure is caused by factors other than defective workmanship or materials.


Why am I responsible for damage merchandise I pick up and take home?

When you chose to pick up your own merchandise, you assume responsibility for that merchandise. Damage from merchandise picked up must be reported within three business days and will be repaired or replaced at our discretion. When we deliver, our trained delivery crews know how to inspect the merchandise, assemble the parts, and protect it while we make deliveries. Our delivery associates are responsible for loading the truck correctly and getting it into your house with no damage to the merchandise. In the rare cases where damage occurs, then we are responsible for repairing or replacing the merchandise we delivered.


If I have a problem with my appliance or electronic purchase, what do I do?

Appliances and Electronics are warranted and serviced by the manufacturer. Please refer to the information booklet that was packaged with the merchandise.


If I have a problem with my appliance or electronic purchase and I purchased the Extended Warranty Plan, what do I do?

The extended warranty provider for electronics and appliances can be reached at 1-800-966-5574. Please have your model and serial number ready.

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