Return Policy

Introduction
At Sphinx Furniture, we are committed to providing our customers with high-quality furniture and exceptional service. We understand that sometimes a return or exchange is necessary. This return policy outlines the terms and conditions under which returns and exchanges can be made.

Please be aware: Due to the handmade nature of our products, some items may have slight variations and imperfections. We believe these unique characteristics enhance the beauty and charm of having a handmade piece.

Eligibility for Returns

- Timeframe: Returns must be initiated within 3 days of delivery.
- Condition: Items must be in new, unused condition and in their original packaging.
- Proof of Purchase: A valid receipt or proof of purchase is required for all returns.

Non-Returnable Items
- Handmade items& Custom Orders: Custom-made or personalized items are not eligible for return.
- Final Sale Items: Clearance and final sale items cannot be returned or exchanged.
- Assembled Items: Furniture that has been assembled or modified in any way.

Please note:

• Exchanges or returns will not be accepted for any used or assembled merchandise.
  - Claims for merchandise damaged during transit must be made through the freight carrier. Inspect all boxes for damages before signing the freight bill and ensure the carrier acknowledges any damage by signing the freight bill.
  - No cash refunds are available. Only exchanges or store credit will be provided.
  - Exchanges for defective merchandise will be shipped once the returned item is restocked and replacement items are available in stock.

Order Cancellation Policy:

• All Canceled Orders will be charged 2.7% card processing fee.
• All Cancelled Orders may take up to 14 business days to be processed.
• If customer refuse delivery after item is shipped OR Item not fit due to false measurements supplied by Customer, Double way Shipping and extra handling cost will be charged before refund.

Return Process
1. Initiate Return: Contact our customer service team at info@sphinxfurniture.com to initiate a return. Provide your order number and reason for return.
2. Return Authorization: Once your return is approved, you will receive a Return Authorization Number (RAN) and instructions for shipping the item back to us.
3. Shipping: Pack the item securely in its original packaging and include the RAN. Ship the item to the address provided by our customer service team. Customers are responsible for return shipping costs.
4. Inspection and Refund: Once we receive the returned item, it will be inspected. If the item meets our return criteria, a refund will be processed to your original method of payment within 10 business days.

 

Customized & Special Orders – Non-Refundable Policy

Any order that includes customizations made specifically at the client’s request is classified as a Special Order and is strictly non-refundable in full.

In the event of cancellation prior to delivery, a non-negotiable 15% deduction from the total order value will be applied.

This percentage represents production commitment, customization labor, material sourcing, factory allocation, and administrative costs that are incurred immediately once the order is confirmed.

Confirmation of the order and/or payment of any deposit constitutes full acceptance of these terms and conditions.

Example:

For an order totaling $6,500, the 15% non-refundable customization fee would be $975.

 

Failed Delivery & Client Responsibility Policy

If a scheduled delivery attempt fails due to reasons attributable to the client — including but not limited to incorrect or incomplete information, restricted access, narrow entryways, refusal to accept delivery without reasonable cause, absence at the scheduled time, or any site-related limitations — the client shall be fully responsible for the transportation costs incurred for that delivery attempt.

Delivery attempt charges will be calculated at a rate ranging between $1.00 – $1.75 per mile, based on the total travel distance from our warehouse or dispatch location to the delivery address.

These charges are mandatory and payable regardless of whether the order is rescheduled, returned, or canceled.

By completing the purchase, the client acknowledges and agrees to this policy as a binding condition of sale.

Contact Information
For any questions or concerns regarding returns, please contact our customer service team:
- Phone: 336-296-1910
- Email: info@sphinxfurniture.com

Policy Updates
This return policy is subject to change without notice. Please review it periodically for updates.

By making a purchase, you agree to this return policy.