Refund policy

At Willoughby, we understand that the purchase of home furnishings represents a significant investment of both time and resources and so strive to ensure a worry-free shopping experience for all customers. Should a product you purchase from our online shop not match your expectations or needs, our highly-trained sales team will be happy to assist you in locating an alternative option that better suits or, if none is available, assisting you with a return.

Return Policy

Most items can be returned within 30 days of delivery for site credit (see exceptions below). Returned items must be in their original condition and packaging in order to be accepted. They must not have been installed or modified and all additional parts, accessories, and instruction manuals must be included.

Items That Cannot Be Returned Include:

• Personalized/Custom/Made to Order Items (including but not limited to replacement cushions and mattresses)
• Clearance Items
• Open Box Items
• Gift Cards
• Samples
• Electrical Accessories
• Large quantities of the same product (6 or more)
• Items that have been assembled or installed
• Items marked as non-returnable
• Items without their original packaging
• Items postmarked 30 days or more after the date of delivery
• Items shipped outside of the continental United States

All returns are subject to any brand/item specific fees as well as return shipping costs; all items marked special order and/or any returns over $1,000 are also subject to a 25% restocking fee.

Any outbound shipping costs paid on the original order will not be refunded. This includes but is not limited to:

• Upgraded shipping (rooms of choice, expedited, express, white glove, etc.)
• Assembly services
• Address change fees

To initiate a return, please contact us with your order number via:

• willoughbyinteriors@gmail.com

A Willoughby team member will promptly review your order and assist you in beginning your return.

Damaged/Defective Items

We understand how frustrating a damaged or defective item can be. If your item has been damaged or is found to be defective, the Willoughby team is happy to use every reasonable effort to work with you and find the best solution. In order to do so, you must contact Willoughby within 5 days of the delivery date to qualify for resolution. To provide a resolution, we will require photos and may require the original item to be returned. If the required photos are not received by or, if required, the original item is not returned to our Returns and Claims team within 30 days of the delivery date, Willoughby reserves the right to deny a refund or replacement.

Refund Options

Refunds can be issued as site credit. Site credit refunds will be processed within one business day and can be used on willoughbyinteriors.com or in any of our retail locations. 

Cancellation Policy

Orders may be cancelled prior to processing, production, and/or shipment; some exceptions apply. Refunds for eligible cancellations will be processed after the Willoughby team confirms with the manufacturer that the order has not been processed, is not in production, and has not been shipped. Custom and built-to-order items are not eligible for cancellation.

Warranty Policy

Most items sold on Willouhby are backed by a manufacturer warranty. If you experience an issue with an item that offers a manufacturer warranty, please contact our customer service team and they will be happy to facilitate a resolution or connect you with the manufacturer to assist you directly. Please review the item detail page of the product for warranty details.