WARRANTY INFORMATION

To file a warranty claim on purchases made at the stores below, please call 901-579-2328 or email customerservice@royalfurniture.com with the name, delivery address, and phone number from the order. Having your original contract is helpful, but not necessary at that time. Manufacturer warranty is void if the furniture has been moved to a different address than the one on file.

To file a warranty claim on purchases made at the stores below, please call the store directly with your contract number with the name, delivery address, and phone number from the order. Manufacturer warranty is void if the furniture has been moved to a different address than the one on file.

Order Cancellation

Most standard orders may be cancelled for a full refund within a defined timeframe prior to customer receipt of the merchandise, some exclusions apply. Please onlineorders@royalfurniture.com to request cancellation of online orders. Special Order merchandise is excluded from our standard cancellation policy. Will-Call Pickups may be cancelled at any time prior to customer taking possession of the merchandise. Scheduled White-Glove deliveries may be cancelled at least 48 hours in advance of the first confirmed appointment. If cancelled within this time frame, the delivery fee is eligible for refund. Delivery fees are nonrefundable once a confirmed delivery has been attempted. If an order is cancelled after the aforementioned time frames, an $159.99 handling fee will be charged. Special orders must be cancelled within 24 hours of purchase in order to be eligible for a full refund. Please call your purchase location or 901-346-1446 to cancel.

Returns & Exchanges

Royal Furniture may authorize returns or exchanges on eligible merchandise within 3 days of pickup or white-glove delivery. Please call customer service to inquire about return or exchange within three business days of your delivery or will-call pickup. Attempted returns and exchanges exceeding three days of possession will not be authorized. Special Order merchandise is not eligible for return. Additional exclusions apply, see policies for details. Eligible merchandise obtained at will-call pickup is subject to Royal Furniture’s standard return policy but must be transported in original condition back to the pick-up location within three business days. Please call customer service for arrangements regarding merchandise return. Royal Furniture will not make in-home appointments for pick up or exchange of will-call merchandise.

Exclusions to Standard Return Policy:

(A) Bedding Merchandise including mattresses, pillows and mattress protectors are excluded from Royal Furniture’s standard refund and exchange policy and are not eligible for exchange, reselection or refund. These sales are final once the merchandise has been received by the customer.

(B) Special orders are excluded from Royal Furniture’s standard cancellation and return policy. Special orders must be cancelled within 48 hours of purchase in order to be eligible for a full refund. Please call your purchase location or for online orders email onlineorders@royalfurniture.com to cancel. In the rare event that Royal Furniture approves a request for cancellation of special order merchandise after the 48-hour cancellation period but before receipt of the merchandise, the customer will incur a 20% restocking fee. Special Order merchandise is not eligible for return or exchange.

(C) Purchases delivered outside Royal’s standard operating area are excluded from the standard return policy. Requests may be made for return or exchange within three days of taking possession of the merchandise, and will require written consent and shipping instructions from Royal Furniture to proceed if authorized. Original shipping fees are nonrefundable. If accepted for return, a 20% restocking fee will be charged and the customer may be responsible for return shipping costs. Unauthorized returns made to Royal Furniture will be returned to the customer freight-collect.

(D) Items purchased online do not qualify for Return if a) The customer received delivery of an item(s) with a finish, color or texture that is different from what the customer saw at the Royal Furniture website, any website other than Royal Furniture, at a physical furniture store, or recommendations received from a furniture sales representative. Finishes and colors online may not accurately represent the true color or pattern. b) Closeout, Clearance, discontinued, and surplus merchandise may not be returned. c) Bedding and linens are also non-refundable and cannot be exchanged.

(E) Value-Added items when included with a purchase may impact or void our standard return policy. Promotional items presented as value-added with qualifying purchase are not eligible for exchange, cash value or store credit. Merchandise purchased as part of a promotional package will only be considered for return or exchange when the entirety of the promotional package is eligible for return, and received in original condition and original packaging if applicable. Omission of any part of a packaged purchase may result in denial of the return or a partial refund. Free Mattress promotions with purchase of qualifying bedrooms include a mattress model determined by Royal Furniture with the purchase of specified bedroom items. If any portion of the qualifying purchase is returned, the promotion eligibility is no longer met and the customer will be subject to a fee at Royal Furniture’s discretion to account for the value-added mattress which is not eligible for return or exchange per Royal Furniture’s standard return policy as it pertains to bedding merchandise.

Exchanges, Reselection and Store Credit

For authorized exchanges or reselections, Royal Furniture will issue a store credit in the amount of the returned merchandise purchase price including sales tax. A 20% restocking fee may be applied. The return item must be returned to Royal Furniture’s possession in original condition before a store credit can be issued. Exchanges or in-store credit must be used within 30 days of issue at the original purchase location, unless otherwise instructed by customer service or a store manager.

Merchandise Availability

Purchased Merchandise

Individual product units are not assigned to any purchase order until the customer physically takes possession of the merchandise. Royal Furniture does not guarantee availability of purchased merchandise at the customer’s request. In certain circumstances including but not limited to an order being placed and purchased but delivery or will-call pickup being deferred due to home renovations, relocation, etc., the inventory status of the purchased item or items is subject to change. Royal Furniture may postpone delivery or will-call availability of the item or items until they are back in stock. In the event that the purchased item has become discontinued and Royal Furniture can no longer fill the order, Royal Furniture will issue the customer a refund for the missing portion of his or her purchase, or authorize a reselection in the form of store credit for the equal value (purchase price plus sales tax) of the discontinued merchandise.

Layaway Merchandise

Individual product units are not assigned to any purchase order until the customer physically takes possession of the merchandise. Royal Furniture does not guarantee availability of layaway merchandise at the customer’s request. In certain circumstances, merchandise purchased on a layaway program may be impacted by changes in inventory status. Royal Furniture may postpone delivery or will-call availability of the item or items until they are back in stock. In the event that an item or items being purchased on layaway have become permanently unavailable or discontinued and Royal Furniture can no longer fill the order, Royal Furniture will issue the customer a refund for the missing portion of his or her purchase, or authorize a reselection in the form of store credit for the equal value (purchase price plus sales tax) of the discontinued merchandise. If payments have been made toward the layaway purchase but are not yet complete, the refund or store credit amount will not exceed the amount that has been paid toward the merchandise by the customer.

Back-Ordered Merchandise

Please see Purchased Merchandise policy above. When merchandise is back-ordered or delayed beyond the customer’s expectation, he or she may elect to cancel the order for a refund, or request store credit for the value of the unfilled order to reselect different merchandise. Any merchandise on the same purchase ticket that has already been received will be subject to our standard return policy. If white-glove delivery is purchased and some of the merchandise is on back-order, Royal Furniture may arrange at their discretion to make a partial delivery of the items that are immediately available. When a partial delivery is made, Royal Furniture will complete a courtesy delivery of the back-ordered items once they become available and the customer will not incur a second delivery charge. In the event that the customer receives a partial delivery but cancels the back-ordered items, the received items are subject to standard return policy and the delivery fee will be nonrefundable. If an order is impacted by back-ordered merchandise and no part of the order is delivered or received, the customer is eligible for a full refund upon cancellation of the complete order.