Refund policy

Return & Refund Policy

Last updated: May 30, 2026

This policy governs all furniture purchases made via urbanfurncoq.com. We offer a 14-day return window for eligible items and clarify furniture-specific return limitations, shipping costs and refund procedures.

1. Return Eligibility Window

We accept valid return requests within 14 calendar days counted from the delivery signature date of your furniture order. Once the 14-day window expires, we cannot approve return, exchange or full refund requests, except for confirmed manufacturing defects.

2. Furniture Return Qualification Criteria

Furniture items qualify for return only if all below requirements are met:

Item is unused, unassembled, complete with all original factory packaging, foam inserts, assembly hardware, instruction manuals and product labels; assembled furniture without factory packaging is non-refundable.
No scratches, dents, water stains, discoloration, pet damage or self-modification made to solid wood surfaces, leather upholstery or metal frames.
Valid order number, delivery confirmation photo and complete item condition photos are submitted to support before sending goods back.
Custom-made, personalized engraved or size-modified furniture pieces are non-returnable and non-refundable under any circumstances.

3. Step-by-Step Return Process

Submit a return request to support@urbanfurncoq.com with your order ID, full name, delivery address, return reason and clear photos showing the furniture full condition.
Our team reviews your application within 2 business days; if approved, we issue a pre-paid return shipping label and detailed repacking instructions for large furniture.
Securely re-pack the furniture in its original outer carton, attach the provided return label and drop off the package at the designated carrier location.
Our Texas warehouse receives, inspects and verifies the returned furniture within 3–5 business days after arrival.

4. Return Shipping & Restocking Fee Rules

Damaged / Defective / Wrong Item Shipped: We fully cover round-trip shipping cost, no restocking fee charged.
Customer Remorse (no quality issue): Customer is responsible for outbound & return freight cost for large furniture; we do not charge additional restocking fees.
Missing original packaging, detached hardware or damaged furniture during customer return transit will lead to partial refund deduction proportional to damage severity.

5. Approved Refund Timeline

Once returned furniture passes full warehouse inspection, we initiate a full or partial refund to your original payment method within 10 business days. Bank and credit card providers may take extra processing time to post funds back to your account, which is outside our control.

6. Exchanges

We do not support direct exchanges. To receive a different furniture model or size, submit a standard return request for your existing item, then place a brand-new separate order on our website once the return is confirmed.