Cancellations, Refunds & Returns

Changes

Order Change Deadline

If you have placed your order on our website within the last 24 hours, any changes or cancellations must be emailed to customer service immediately at customercare@maxwoodfurniture.com.

How to make an order change

Please send an email with your name, the order number and information pertaining to whether you wish to cancel or change the order to customercare@maxwoodfurniture.com. We will send you an email confirming receipt of your email, followed by another email confirming the change or cancellation request along with the disposition of the order.

If you do not receive a confirmation email from us within 1 hour of submitting this e-mail, your request was not received.

We will make every effort to honor the requested change(s) or cancellations to your order, but we may be unable to accommodate your request.

If products are shipped despite our best efforts to halt, change or cancel the shipment, any costs associated with the return of the shipment will be the responsibility of the customer.

If the shipping address provided at checkout needs to be changed for any reason after the item(s) has shipped (whether Ground, Residential Curbside Delivery or Premier In-Home Delivery), re-routing fees and/or administration fees may apply. These fees are the responsibility of the customer.

Returns

Return deadline

Please note that we will only consider a return if it has been filed with us within 48 hours of receipt of goods. Please also note that we do not accept buyers’ remorse, therefore make sure to order the correct items.

If a delivery encounters problems and it involves shipping damages, errors or shortages, please see “SHIPPING DAMAGES, ERRORS AND SHORTAGES”. We will consider this and stand ready to assist you with obtaining replacement parts or file a claim for parts that were delivered in error, or not delivered despite being on the order. Please note that we will do our best to expedite resolution of such matters, but that our staff need to obtain all proper documentation before authorizing replacements or shipping additional items.

If items in your shipment arrive with apparent damage such as crushed corners, nicks, dings, dents or breakage of any kind, this is considered freight related. Freight related damage claims will be honored if you note the damage on the delivery receipt at the time of your delivery. If an item is visibly damaged... DO NOT REFUSE THE ENTIRE DELIVERY. You may refuse only the specific item(s) that is damaged with a notation on the Delivery Receipt stating which item, type of damage and the condition of the carton/item. Please take pictures to provide proof of damage to us and the freight carrier before you send it back with the driver.

Returns shipped to, but not authorized by Maxwood Furniture, Inc. will be charged the cost of shipping from your residence and a 20% restocking fee + any additional fees per below.

Please be aware that most of our items are furniture, and furniture can easily be damaged or dented which will affect the re-sale value of the products. Therefore, the condition of the products, not only when shipped leaving your residence, but also the condition upon which it is received at our warehouse, will affect the value we are able to refund you. This value will be determined at the sole discretion of Maxwood Furniture, Inc.

In the event of manufacturer defect, Maxwood Furniture, Inc. will replace or repair your items at our discretion and is subject to our Warranty. Please read more about this in “GUARANTEES & WARRANTY”.

Return Procedure

We have two different return procedures depending on whether the items can be shipped by Ground (FedEx Ground, FedEx Home, UPS Ground, USPS Mail) OR by Residential Curbside/Premier In-Home Deliveries.

How to return products

We will require you to re-package the items you have purchased in order to process your credit.

Therefore it is very important that you retain the original packaging until you are completely satisfied with your item within the 48 hour window. In the event that the item needs to be returned, simply repackage the piece in the manner in which you received it, (in its original packaging, with hardware and instructions) and e-mail us at customercare@maxwoodfurniture.com to process a return authorization.

If you have thrown away your packaging and wish to return merchandise, it is your responsibility to procure new packaging. You must repackage the item in an expert fashion to reduce risk of shipping damage. Failure to re-package in an expert fashion, may result in your forfeit to a right for a refund if shipping damage occurs.

No returns will be accepted after 48 hours.

Ground Returns

This section addresses how to process the return in the event your order has arrived to you via standard small parcel ground shipping methods such as FedEx Ground, FedEx Home, UPS Ground or USPS Mail.

If a delivery encounters problems and it involves shipping damages, errors or shortages, please see “SHIPPING DAMAGES, ERRORS AND SHORTAGES”. We will consider this and stand ready to assist you in a refund, exchange of merchandise or a credit.

Refunds will not be issued for items that arrive in the following condition:

Dirty, damaged, used, assembled, installed, washed, modified, missing parts, assembly instructions or not returned in original packaging.

To initiate a merchandise return, please contact us by email customercare@maxwoodfurniture.com to obtain proper return instructions along with a Return Authorization Number (RA#) (which needs to be written on the outside of the package).

Returns need to be picked up within 10 days of receipt of your RA#.

Freight or Delivery Service retruns

This section addresses how to process the return in the event your order has arrived to you via a freight company or delivery service arranged by Maxwood Furniture, Inc.

If a delivery encounters problems and it involves shipping damages, errors or shortages, please see “SHIPPING DAMAGES, ERRORS AND SHORTAGES”. We will consider this and stand ready to assist you in a refund, exchange of merchandise or a credit.

Refunds will not be issued for items that arrive in the following condition:

Dirty, damaged, used, assembled, installed, washed, modified, missing parts, assembly instructions or not returned in original packaging.

Please note that furniture or bed combination parts that show dents, use or scratches from assembly will significantly reduce the refund we are able to offer even if they are perfectly packaged and returned.

To initiate a merchandise return, please contact us by email customercare@maxwoodfurniture.com to obtain proper return instructions along with a Return Authorization Number (RA#) (which needs to be written on the outside of the package).

Returns need to be picked up within 10 days of receipt of your RA#.

Should you refuse delivery scheduled via a freight or delivery service, and items need to be returned back to Maxwood from the shipper's warehouse, you will be responsible for the cost of shipping both to your residence and back to Maxwood's warehouse. Please note that the amount Maxwood is able to refund you will depend on the condition the product arrives at Maxwood's warehouse. A full credit can only be issued for un-damaged product in the original packaging. However if items are open, show signs of assembly, or are damaged in any other way, no refunds can be issued. As this situation almost always results in a refund that does not match the purchase price, we strongly encourage you not to refuse deliveries, but to work with Maxwood's customer service team to address any concerns you may have. Please remember that Maxwood will gladly replace any damaged items or help resolve any other issues that may occur with your delivery.

Furniture Extraction Service

If you are unwilling or unable to disassemble the furniture, repackage and prepare it for pickup according to our recommendations, please let us know in advance, so we can provide an extraction service to remove the items from your home (if this service is available).

Please note that extra fees are associated with this service. This service is only available for the US and may not be available in all areas in the US.

Simply email our Customer Care team at customercare@maxwoodfurniture.com within 48 hours of receipt of the item(s) with your name and order number, and we will assist you.

For more information, see “HOW TO RETURN PRODUCTS” and “REFUNDS”.

Returns outside the contiguous 48 states

Any customers located beyond the contiguous 48 states are subject to additional terms and conditions beyond the said stated terms and conditions for purchasing Maxwood Furniture, Inc.’s line of furniture.

In the event of manufacturer defect, Maxwood Furniture, Inc. will replace or repair your items at our discretion when reported within 48 hours of the delivery date. If goods are shipped from our US warehouse to Hawaii, Alaska, U.S. Territories or Canada, it is the responsibility of the consumer to pay all shipping expenses, including taxes, import duties, etc. associated with the receipt of replacement goods. Replacement pieces may be subject to a lead time depending on availability of the pieces.

In the event that shipping damage occurs, Maxwood Furniture, Inc. cannot be held responsible. We make every attempt to package the products adequately for shipment, however this may be no more than our standard packaging. New pieces can be purchased at full retail value.

Refunds

Processing time

Refunds will be processed within 30 days of order cancellation for unshipped orders. Refunds for returned items will be dispersed within 30 days of our receiving the merchandise, so long as the product is received in good condition as determined by Maxwood Furniture, Inc. Additional shipping and restocking fees may apply.

Refunds will not be issued for cancellations due to delivery or transportation delays.

“Final Sales” items cannot be refunded.

Final Sale Items

All FINAL SALE items are final sale. They will not qualify for a return or credit.

If you have any questions about returns and exchanges, please contact us by email at customercare@maxwoodfurniture.com.