Finding the perfect pieces for furnishing your home can sometimes be a challenge. That’s why understanding a store’s return policy is crucial before making any significant purchases. American Furniture Warehouse (AFW) offers a range of furniture and home decor items, and its return policy is designed to provide customers with peace of mind. In this detailed guide, we’ll explore AFW return policy, helping you shop confidently.
What is the AFW Return Policy?
AFW return policy allows customers to return regularly stocked items within a 30-day window. This policy ensures customer satisfaction while protecting the company from excessive returns. The policy covers various aspects of returns, including time limits, fees, and exceptions.
AFW Return Policy Time Limit
AFW offers a 30-day return window for regularly stocked items.This period begins from the date of pickup or delivery. This timeframe is relatively standard in the furniture industry, giving customers enough time to evaluate their purchases in their homes.
AFW Mattress Return Policy
AFW has a unique mattress policy. Customers are allowed a one-time exchange or reselection within a 90-day break-in period. This extended period recognizes that it can take time to determine if a mattress is the right fit for your sleep needs. However, it’s crucial to note that AS-IS or clearance mattresses are excluded from this policy.
AFW Terms and Conditions
To be eligible for a return, items must meet the following conditions:
- Be in “as-new” condition without damage or misuse
- Be disassembled and in original packaging
- Be returned within the 30-day window
Additionally:
- If AFW needs to pick up the item from your home, you’ll be charged a pickup fee
- Your initial delivery fee, if any, is non-refundable
- Special order items and items sold AS-IS are not eligible for return
AFW Policy Without Receipt
For furniture purchases and AFW system, they can likely locate your purchase in their records using other information such as your name, phone number, or order number.
AFW Return Policy After 30 days
AFW standard return policy only covers the first 30 days after pickup or delivery. After this period, returns are generally not accepted for regularly stocked items. However, warranty claims may still be valid for manufacturer defects.
AFW Exchange Policy
AFW exchange policy is most clearly defined for mattresses, allowing a one-time exchange within the 90-day break-in period. For other items, exchanges likely follow the same 30-day window as returns, but it’s best to contact AFW directly for specific exchange requests.
What Is AFW Return and Exchange Fee?
AFW charges a minimum 15% handling fee for returns on regularly stocked items. This fee helps cover the costs associated with restocking and processing returns. Customers are also responsible for all transportation fees if they need to return an item they picked up or shipped to their home.
AFW Warranty
AFW offers a 1-Year Limited Warranty on most items, starting when you receive your furniture. This warranty covers defects in artistry or materials, with some exclusions. After the first year, AFW follows the manufacturer’s warranty. There’s a 30-day warranty against manufacturing defects for floor models sold AS-IS.
AFW Tracking
Customers can track their scheduled deliveries by entering their phone or order numbers on AFW website after 1:30 pm the day before the expected delivery date.
AFW Customer Service
AFW offers multiple ways to get in touch with their customer service team:
Email: [email protected]
Additionally, AFW offers live chat support Monday through Friday, 9 am to 5 pm CT. You can access this by clicking the ‘Chat’ icon at the bottom of your screen on their website.
AFW Refund Policy
When a return is approved within the 30-day window, AFW will refund the purchase price minus the 15% handling fee. Customers are responsible for return shipping costs for items delivered via UPS or FedEx. After the merchandise has been returned, refunds may take up to 10 business days to process.
AFW Items That Are Not Refundable
The following items are not refundable or returnable:
- Special order items
- Items sold AS-IS
- Mattress bedding accessories (pillows, protectors, bedding)
- TVs that have been opened
Does AFW Have a Holiday Return Policy?
The standard 30-day return policy applies year-round unless otherwise stated on their website during holiday seasons.
AFW Authorized Returns
AFW must authorize all returns. Customers must contact customer service to initiate a return by filling out a form on AFW contact page. The customer service team will then provide instructions for returning the merchandise.
AFW Return Procedures for Authorized Returns
To return an item to AFW:
- Contact customer service within 30 days of pickup or delivery
- Provide your original sales order number
- Wait for instructions from the customer service team
- Disassemble the item and repackage it in its original packaging
- Ensure the item is in “as-new” condition
- Arrange for transportation back to AFW (customer’s responsibility if not originally delivered by AFW)
- Pay the 15% handling fee and any applicable transportation costs
AFW Reviews
“I recently purchased a living room set from AFW and couldn’t be happier with both the furniture and their customer service. When I realized one of the accent chairs didn’t quite fit my space, their return process was straightforward and hassle-free. The 30-day window gave me plenty of time to be sure about my decision, and although there was a handling fee, I appreciated the transparency of their policy. The quality of the furniture I kept is excellent, and I’ll be shopping at AFW again!” – Emily R., satisfied customer.
How to Return an Item to AFW
In-Store Returns
If you purchased an item in-store, you can return it to the exact location. Contact AFW customer service for specific instructions.
Online Returns
For items purchased online or shipped directly to you:
- Contact AFW customer service through their website
- Provide your order number and reason for return
- Receive return instructions from the customer service team
- Repackage the item in its original packaging
- Ship the item back to AFW at your expense, or bring it to a store if possible
- Wait for the refund to be processed (up to 10 business days after AFW receives the item)
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FAQs About AFW Return Policy
Q: How long do I have to return an item to AFW?
A: You have 30 days from the pickup or delivery date to return regularly stocked items.
Q: Can I return a mattress if I’m not satisfied?
A: AFW offers a one-time exchange or reselection for qualifying mattresses within a 90-day break-in period.
Q: Is there a fee for returning items to AFW?
A: AFW charges a minimum 15% handling fee for returns on regularly stocked items.
Q: Can I return an item I purchased on clearance or as-is?
A: No, items sold AS-IS or on clearance are not eligible for return.
Q: Who is responsible for return shipping costs?
A: Customers are responsible for all transportation fees if they need to return an item they picked up or had shipped to their home.
Q: How long does it take to receive a refund from AFW?
A: Once AFW receives the returned merchandise, refunds may take up to 10 business days to process.
Conclusion
AFW return policy strikes a balance between customer satisfaction and business practicality. With a 30-day window for most items and a particular 90-day policy for mattresses, customers have a reasonable timeframe to evaluate their purchases. While the 15% handling fee and customer responsibility for return shipping may seem strict, these policies help AFW maintain competitive prices. By understanding the details of AFW return policy, you can shop confidently, knowing exactly what to expect if you need to return or exchange an item.
