As a helpful resource for our customers, we've included our policies all in one place. If you have any questions about Royal Furniture's policies and service terms, your sales associate will be happy to help. You may also email customerservice@royalfurniture.com with additional questions.
Cancellation & Return Policies
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.
Delivery Policies
Cancelled or Missed Delivery Appointments
If you need to cancel or reschedule your appointment, Royal Furniture requests 48 hours’ notice in order to properly pack and re-route our trucks. On the day of delivery, our drivers typically call ahead (to the number listed on the order) an estimated 15-30 minutes before their arrival, and are permitted to wait for up to 15 minutes at the customer residence if the customer cannot be reached. If the delivery team is still unable to reach the customer or gain access to the property with someone present 18 years or older, the delivery is considered a Not-At-Home and will be flagged for reschedule on the next available delivery date. Please note, the next available date may not be the next consecutive day, and may be further delayed by seasonal influxes or holidays. Our delivery team will attempt two confirmed delivery appointments to a customer location, if both attempts are unsuccessful due to customer Not-At-Home then the delivery fee is forfeited by the customer and the merchandise will be made available for customer pick-up at our Memphis warehouse, or at the regional will-call location nearest the customer. (Please see will-call policies and call ahead one hour prior to pick up.) If the customer wishes to attempt a third delivery appointment, Royal will charge either a 20% handling fee, or a new delivery fee (whichever is lesser and therefore in the customer’s favor) and the regular scheduling procedure will ensue, as outlined above.
Delivery Waiver:
If Royal’s delivery team attempts delivery and discovers that any purchased item does not fit into the space requested by the customer, or does not fit through doors, windows or passage ways necessary to move the furniture into the space requested, a delivery waiver will be required if the customer wishes for the delivery to be completed against our team’s recommendation. The waiver states that Royal Furniture is completing the delivery at the customer’s explicit instruction and clears Royal Furniture Company and crew from liability for any damages caused. This includes any perceived damages to home, furniture or other belongings. Royal Furniture is not liable for the inability to deliver furniture due to size or space restrictions in, or leading into the customer’s home. Should the delivery be aborted or refused due to space concerns, the customer can exchange or return the furniture for refund but may be subject to a 20% restocking fee. Delivery fees are nonrefundable.
Damages
Merchandise is thoroughly inspected by our warehouse prior to delivery and is released to delivery teams in good condition. Royal Furniture requires that someone 18 years or older is home at the time of delivery, and is authorized to sign for the receipt and good condition of the items purchased. Customers reserve the right to refuse delivery of any item due to damages caused in transit. Damaged furniture refused at time of delivery will not be subjected to a restocking fee, nor additional delivery charge for replacement. Customers also may opt to accept delivery of the damaged furniture until an even exchange can be made by our delivery team. However, damages of any nature should be clearly recorded on the delivery ticket before the crew leaves the premises so that photos can be documented for claim records. Photos and other documentation made by our crew does not imply nor admit fault, but is strictly for review by our claims department. In the rare event that damages are realized after the delivery team’s departure, the damage must be reported to Royal Furniture Customer Care 901-579-2328 or customerservice@royalfurniture.com within 3 business days. Royal Furniture is not responsible for any damages reported outside of this time frame and such instances will not be considered for any type of compensation including repair, replacement, refund, discount, reimbursement or settlement.
Will-Call Policies
Customer must have the pink copy of their Royal Contract or Online Purchase receipt and a valid government identification in order to take possession of purchased merchandise. Our experienced staff will help load your items and have twine available to secure them. Please note that with free Will-Call pickup, the customer is responsible for any required assembly of the merchandise. Delivery is available for purchase in select areas. Will-Call merchandise must be thoroughly inspected by the customer prior to loading into the vehicle. A signature is required by the customer or eligible representative of the customer to complete the will-call pickup and confirms that the merchandise was received to completion and in good condition. Though our staff is available to help with the loading process, it is the customer’s responsibility to properly load and secure will-call merchandise onto their vehicle. Once the merchandise leaves the warehouse, it is in the sole care of the customer or customer’s representative. Royal Furniture is not liable for damages or loss in transit.
Service and Warranty
In rare cases when parts or hardware are discovered to be missing after leaving the Will-Call pickup location, or prior damages are found to have penetrated the protective packaging of boxed items picked up from Will-Call pickup location, these missing parts or damages must be reported within 3 business days of the pick-up by calling Royal Furniture Customer Service 901-346-1446 or emailing customerservice@royalfurniture.com. The customer is responsible for returning to the pick-up location to exchange the damaged items or obtain the missing parts. Royal Furniture will not make home deliveries to replace, repair or service merchandise nor supply missing or damaged parts for a Will-Call pickup. Should a customer file a warranty claim on merchandise that has been picked up at a Will-Call location, an assessment may be conducted at the customer’s home by a third-party repair company at the warranty department’s discretion. If it is determined that the damage is indeed covered by the manufacturer’s warranty, repairs will be made in accordance with the manufacturer’s warranty guidelines. If the damage is covered under the warranty but is beyond repair and therefore eligible for exchange or reselection, the customer is responsible for transporting the damaged merchandise back to their Will-Call pickup location and obtaining their new merchandise. If the customer would prefer home delivery, Royal Furniture’s Delivery service is available for a fee of $159.99 within our standard service area, and will include delivery and installation of the customer’s replacement merchandise to the exact room of their choosing, as well as removal of the damaged merchandise in the same visit. Customers outside our standard service area may be eligible to purchase delivery service for an increased fee. Please see our Delivery policies for additional information, or contact your sales associate for more details.
Special Order Policies
Warranty
Most special-order merchandise will include a standard manufacturer limited warranty. Customers also have the option to buy an extended warranty for an additional fee at the time of purchase. Please see warranty policies for a complete understanding of coverage details and restrictions.
Down Payment
Special Orders purchased with financing will be subject to a twenty percent down-payment. The down-payment is nonrefundable if order is cancelled after the 24-hour cancellation period.
Cancellation
Special orders may be cancelled for a full refund within 24 hours of purchase. Please call your purchase location or 901-348-9184 to cancel. In the rare event that Royal Furniture approves a request for cancellation of special order merchandise after the 24-hour cancellation period but before receipt of the merchandise, the customer will incur a 20% restocking fee or forfeit their twenty percent down-payment if financed.
Returns
Special Orders are excluded from Royal Furniture’s standard refund and exchange policy. Special Orders are not eligible for return or exchange.
Warranty Policies
Standard Warranty
Royal is proud of the quality we offer our customers. However, if there is a problem, the manufacturer typically covers its product for one year from the date of purchase. To request service on damaged or defective merchandise, please contact the customer service department for your location. Royal Furniture warrants to the original purchaser that merchandise will be free from defects in materials and workmanship under normal use for a period of one (1) year following the date of original delivery or pick-up. Damage must be reported within five (5) days of occurrence at the original delivery address to be considered eligible under the warranty guidelines. If Royal Furniture determines that merchandise is defective under manufacture guidelines, Royal Furniture will repair or replace, at its discretion, the affected item only (not the set, suite or collection). If the affected item cannot be repaired or replaced, as determined by the manufacture guidelines, Royal Furniture may issue the reselection of a new item of equal or lesser value to the original purchase price of the defective item. Furniture rated for residential use has a warranty for residential use only. If Royal determines that damage is due to customer abuse, the warranty is nullified. For warranties to apply, all accounts with Royal Furniture must be current to receive service. Items requiring service may be scheduled and repaired by a third party.
Extended Warranty
Extended Warranties are offered through third-party companies which provide supplemental coverage outside of the item's manufacturer warranty. Refer to your service agreement for specific coverage and exclusions. For extended warranty claims, Royal Furniture will strictly adhere to the coverage policies and guidelines of the third-party extended warranty provider.
Royal Credit Account Policies
Delivery Appointments
Please note that purchases on a Royal Credit account may require up to 5 business days for processing before delivery can be scheduled. Appointment requests, even those notated on a purchase ticket, are not guaranteed until the credit application is fully processed; this includes contacting references and confirming proof of income.