Refund and Return Policy - Glenwood Office Furniture

We want you to be happy with your furniture. If something isn’t right, here’s how returns, damage claims and refunds work.

The short version

You have 7 days from delivery to return an unused stock item in its original packaging.
Special order, made to order and clearance items can’t be returned.
Check your delivery before you sign for it. This is the step that protects you.
If an item arrives damaged, faulty, or isn’t what you ordered, you pay nothing.
Refunds are issued within 30 business days of your return reaching us.

What you can return

Not every item works the same way. A chair we keep in stock and a desk built to your finish are different commitments. Every product page tells you which type an item is.

Item type	Can you return it?
Stock	Yes — within 7 days, unused and in its original box.
Quickship	Yes — same as stock.
Special Order	No. These are made to your specification after you order, so we can’t take them back.
Discontinued	No. Clearance items are sold as-is.
Already assembled	Talk to us first. Once an item is built we usually can’t resell it.

To return something, it needs to be unused, complete, and back in its original box with the packing material and fixings.

Opening the box to check for shipping damage is fine — we want you to do that. Just keep the packaging so the item can travel back safely.

Check your delivery before you sign

Most furniture arrives on a pallet by freight carrier. When you sign the delivery receipt, you’re confirming the shipment arrived in good condition — so take two minutes to look it over first.

Count the boxes against the delivery paperwork.
Look for crushed corners, torn wrap, holes or re-taped cartons.
If anything looks damaged, write it on the delivery receipt before you sign. Be specific: “box 2 of 4, corner crushed” is much better than “damaged”.
Take photos of the pallet, the box, and the item once you open it.
Call or email us within 24 hours and we’ll take it from there.

If you sign without noting the damage, the carrier’s position is that everything arrived fine — and that makes a claim very hard to win. If a shipment looks badly damaged, you can refuse it: write the reason on the receipt and call us the same day.

Damaged, faulty or wrong items

If we or the manufacturer got it wrong, it costs you nothing. No restocking fee, no return shipping, and we arrange collection.

Damage you find later. If you unpack an item and find hidden damage, tell us within 1 business day and send photos of the item and the box it came in. Please keep the packaging — the carrier often asks to inspect it, and claims without it usually get denied.

Faulty items. A manufacturing fault is a warranty matter, and it isn’t limited to the 7-day return window. Send us your order number, a description and a few photos.

How to return something

Call or email us with your order number, the item, and why you’re returning it.
We’ll give you a return authorization (RA) number and the address to send it to.
Pack the item in its original box and write the RA number clearly on the outside.
Ship it back, or wait for collection if we’re arranging it.
Once it arrives and we’ve checked it, we issue your refund within 30 business days.

Please don’t ship anything back before you have an RA number — we won’t be able to identify it when it arrives.

Restocking and shipping costs

Why it’s coming back	Restocking fee	Who pays shipping
Damaged in transit	None	We do
Faulty item	None	We do
We sent the wrong thing	None	We do
Changed your mind	25% restocking fee	You do

The restocking fee covers what it actually costs us to take furniture back: freight, inspection, repacking, and the lower price a returned carton sells for. Original delivery charges aren’t refunded when you change your mind.

Canceling an order

Stock and Quickship — free to cancel until the item leaves the warehouse. These move fast, so please call rather than email.
Special Order — free to cancel until we release the order to the manufacturer. After that it’s in production and can’t be canceled.
Backorders — cancel any time before they ship, unless made to order products.

Refunds

Refunds go back to the way you paid, within 30 business days of your return arriving and passing inspection. Your bank may take a few days more to show it.

If an item comes back used, incomplete, or damaged because it wasn’t packed well, we’ll call you before doing anything — we may need to reduce the refund or send the item back to you.