RETURN & REFUND POLICY

At Arbor & Lane, every piece in our collection is thoughtfully selected, and we want it to arrive exactly as expected. If your order arrives damaged, defective, incorrect, or incomplete, we're here to make it right.

Because of the size, handling requirements, and logistics involved in furniture delivery, we do not accept returns for change of mind or buyer's remorse. Please review product details, dimensions, materials, colors, and your space carefully before placing an order.

Eligible product issues must be reported within 7 days of delivery.

RETURNS AT A GLANCE

Situation	Return Eligible?	Return Cost
Item arrives damaged	Yes, if reported within 7 days	Arbor & Lane covers eligible return costs
Item arrives defective	Yes, if reported within 7 days	Arbor & Lane covers eligible return costs
Incorrect item received	Yes, if reported within 7 days	Arbor & Lane covers eligible return costs
Item arrives with missing parts	Yes, if reported within 7 days	Arbor & Lane covers eligible resolution costs
Changed your mind	No	—
Don't like the item in person	No	—
Ordered the wrong size	No	—
Item doesn't fit your room/doorway	No	—
Reasonable color, grain or texture variation	No	—
Customer-caused damage	No	—
Damage caused during assembly or installation	No	—
Refused undamaged delivery	No	—

Sale and promotional items receive the same protection against eligible damage, defects, incorrect items, and missing parts as regularly priced merchandise.

7-DAY REPORTING WINDOW

Please inspect your furniture as soon as possible after delivery.

Damage, defects, incorrect items, and missing parts must be reported to Arbor & Lane within 7 calendar days of the recorded delivery date.

The reporting period begins on the date carrier tracking shows that the order was delivered.

If you are purchasing furniture for a renovation, move, future project, or another situation in which you do not intend to use it immediately, please inspect the product before placing it into storage. Storing an unopened item does not extend the 7-day reporting period.

Claims submitted after the applicable reporting period may not be eligible for a return, replacement, or refund, except where otherwise required by applicable law.

DAMAGED ITEMS

Although furniture is packaged for transportation, damage can occasionally occur while an order is in transit. 

If your item arrives damaged:

1. Inspect the item and packaging as soon as possible.

2. Take clear photographs of the affected area from multiple angles.

3. Photograph the exterior and interior packaging where relevant.

4. Keep the product, all original packaging, hardware, and accessories.

5. Contact Arbor & Lane Customer Care within 7 days of delivery.

If substantial damage is clearly visible while the carrier is still present, document the condition of the shipment with photographs and, where possible, note the damage with the carrier.

Please do not discard damaged components or packaging until your claim has been reviewed and you have received further instructions from Arbor & Lane.

DEFECTIVE ITEMS

If you believe your furniture has a manufacturing or functional defect, contact us within 7 days of delivery.

Please provide photographs or video clearly demonstrating the issue wherever possible. Depending on the nature of the problem, we may request additional photographs, measurements, video, packaging information, or other reasonable documentation to help us verify the issue and determine the appropriate resolution.

Normal characteristics of materials and finishes are not considered defects.

INCORRECT ITEMS & MISSING PARTS

If you receive an item different from the product you ordered, or your shipment is missing components required for the product, please contact us within 7 days of delivery.

Do not assemble, modify, or use an incorrect product after discovering the error.

For missing components, we may arrange shipment of the missing part rather than requiring the complete product to be returned.

Arbor & Lane will cover reasonable shipping costs associated with resolving a verified fulfillment error.

HOW TO REPORT A PROBLEM

To request assistance with an eligible product issue, contact Arbor & Lane Customer Care using the information available on our Contact Us page.

Please provide:

• Your order number

• The name of the affected product

• A clear description of the issue

• Clear photographs of the affected area

• Photographs of the original packaging

• A photograph of the shipping label

• Video demonstrating the issue, where useful or requested

Additional information may be requested when reasonably necessary to verify the claim.

Providing complete documentation helps us review your request and determine the appropriate resolution as quickly as possible.

HOW ELIGIBLE ISSUES ARE RESOLVED

Once an eligible claim has been reviewed and verified, Arbor & Lane will determine an appropriate resolution based on the nature and severity of the issue.

Depending on the circumstances, this may include:

• Sending a replacement component or missing part

• Replacing the affected product

• Offering an agreed partial refund for a minor issue

• Issuing a full refund

For minor cosmetic issues that do not materially affect the product's functionality, Arbor & Lane may offer a partial refund as an optional resolution. A partial refund will only be issued if you agree to that resolution.

For substantial damage, significant defects, incorrect products, or other eligible issues that cannot reasonably be resolved through replacement parts or another appropriate remedy, a replacement or refund may be offered.

The appropriate remedy will depend on the circumstances of each verified claim and applicable law.

RETURN SHIPPING FOR ELIGIBLE CLAIMS

If Arbor & Lane determines that an eligible damaged, defective, or incorrect item needs to be returned, Arbor & Lane will cover the authorized return shipping cost.

Customers will not be charged a restocking fee for verified damaged, defective, or incorrect merchandise.

We will provide the appropriate return instructions after approving your request.

Do not arrange your own return shipment or send merchandise back without authorization from Arbor & Lane. Unauthorized returns may not be accepted or reimbursed.

RETURN ADDRESS

Arbor & Lane works with multiple fulfillment locations within the United States. As a result, the appropriate return destination can vary by product.

Do not return merchandise to the address printed on the original shipping label unless Arbor & Lane specifically instructs you to do so.

Once a return has been approved, we will provide the applicable return instructions and, where required, the authorized return destination.

Sending an item to an unauthorized address may delay or prevent processing of the return.

ORIGINAL PACKAGING

We strongly recommend keeping all original packaging until you have fully inspected your furniture and confirmed that it arrived in satisfactory condition.

If an item needs to be returned, its original packaging helps protect it during transportation and may be necessary for safe return shipment.

Please retain:

• Original boxes or cartons

• Protective foam and inserts

• Internal packaging materials

• Hardware

• Accessories

• Manuals or instructions included with the product

If you discover a legitimate product defect after disposing of some packaging but are still within the applicable reporting period, please contact us. The absence of original packaging does not automatically invalidate an otherwise legitimate claim, although it may affect how a return can safely be arranged.

CHANGE-OF-MIND RETURNS

Arbor & Lane does not accept returns for change of mind, buyer's remorse, or personal preference.

This includes, but is not limited to:

• Deciding you no longer want the product

• Not liking the style after delivery

• Preferring a different color or finish

• Ordering the wrong size

• Finding that the product is too large or too small for your intended space

• Finding that the product cannot pass through a doorway, hallway, staircase, elevator, or other access point

• Purchasing another product instead

• Changes to your decorating plans

Please carefully review all available product photographs, specifications, materials, dimensions, and other product information before completing your purchase.

If you are uncertain whether an item will fit, we strongly recommend measuring both the intended placement area and the complete delivery path before ordering.

NATURAL VARIATION & COLOR REPRESENTATION

Furniture materials and finishes can naturally vary from piece to piece.

Variations in wood grain, pattern, texture, knots, tone, surface character, and finish appearance may occur and can be part of the individual character of the product rather than evidence of a defect.

Additionally, photographs are displayed digitally, and colors can appear differently depending on screen type, brightness, display settings, lighting conditions, and the environment in which the furniture is viewed.

Reasonable variations of this nature are not considered defects and do not qualify for a return solely on that basis.

If you believe the product you received is materially different from its description or the product ordered, contact us within the 7-day reporting period so we can review the issue.

CUSTOMER-CAUSED DAMAGE

Products are not eligible for return or refund when damage results from circumstances occurring after delivery that are not attributable to an original product defect or shipping damage.

Examples include damage caused by:

• Incorrect assembly

• Improper installation

• Modification or alteration

• Drilling, cutting, painting, or refinishing

• Misuse or improper handling

• Failure to follow assembly or care instructions

• Accidents after delivery

• Improper storage

• Normal wear and tear

If an item arrives damaged or defective, we recommend contacting us before assembling or modifying it.

SALE & PROMOTIONAL ITEMS

Sale, discounted, and promotional merchandise receives the same protection against verified shipping damage, defects, incorrect items, and missing components as regularly priced merchandise.

Our change-of-mind policy applies regardless of whether an item was purchased at full price or at a discounted price.

EXCHANGES

We do not offer conventional exchanges for reasons such as changing the size, color, style, or product after purchase.

If your item has an eligible verified issue, a replacement may be provided as part of the resolution process where appropriate.

Otherwise, a different product must be purchased as a separate order.

ORDER CANCELLATIONS

Orders cannot be cancelled after they have been placed.

Our fulfillment process begins shortly after an order is received. Please carefully review your product selection, dimensions, quantity, shipping information, and payment details before completing checkout.

REFUSED DELIVERIES

Refusing delivery of an undamaged and correctly shipped item does not convert the order into an eligible return.

If you believe a shipment has arrived substantially damaged, document the condition of the shipment and contact Arbor & Lane as soon as possible.

Orders refused for reasons unrelated to verified damage, defect, or fulfillment error are not eligible for return under our change-of-mind policy, except where otherwise required by law.

INCORRECT SHIPPING INFORMATION

Customers are responsible for providing complete and accurate shipping information at checkout.

Orders returned because of an incorrect or incomplete customer-provided address, customer unavailability, failure to coordinate a required delivery, or other circumstances within the customer's control are not considered damaged or defective merchandise.

Please see our Shipping Policy for additional information regarding delivery and unsuccessful shipments.

PACKAGES MARKED DELIVERED BUT NOT RECEIVED

If carrier tracking shows that your order was delivered but you cannot locate it, please:

1. Check around your property, building entrance, garage, porch, reception area, mailroom, or other location where the carrier may have left the shipment.

2. Check with members of your household, neighbors, building staff, or reception where appropriate.

3. Review the carrier's tracking information for delivery notes or photographs.

4. Contact the carrier if additional delivery information is available through them.

5. Contact Arbor & Lane if the shipment still cannot be located.

We will review the available information and, where appropriate, work with the carrier or fulfillment partner to investigate.

A tracking status of "delivered" does not automatically determine the outcome of a claim. Each case will be reviewed based on the available delivery information and circumstances.

REFUNDS

When a full or partial refund has been approved, it will be issued to the original payment method used for the purchase.

Approved refunds will be initiated within 10 business days after the claim has been verified and the refund has been approved.

For returns requiring the merchandise to be shipped back, verification may require receipt and inspection of the returned item before the refund is approved.

Once Arbor & Lane initiates a refund, your bank, credit card issuer, or payment provider may require additional time to post the funds to your account. These processing times are controlled by the financial institution and are outside Arbor & Lane's control.

Shipping charges will not be deducted from the refund for a verified damaged, defective, or incorrect item for which Arbor & Lane is responsible.

PROOF OF PURCHASE

A valid Arbor & Lane order is required for all claims.

Your order number and the email address or contact information associated with the purchase may be used to verify your order.

We may request additional information when reasonably necessary to confirm the purchase or investigate a claim.

QUESTIONS ABOUT A RETURN OR REFUND?

If you believe your order arrived damaged, defective, incorrect, or incomplete, please contact Arbor & Lane Customer Care through the information provided on our Contact Us page.

Please include your order number and supporting photographs when contacting us about a product issue.

We will review your request and work toward an appropriate resolution in accordance with this policy.