Return Policy
Returns & Cancellations
At American Factory Direct we want you to feel like every item you purchase from us is the perfect match for your home. If it is not the right piece, we'll help you get it right! If a return is necessary, your sales associate can help facilitate the return. Policies and procedures for obtaining a return vary based on the reason for return.
Damaged Products
Please be sure to inspect all merchandise when taking possession of a product. For delivered merchandise, please report any delivery damage at the time of delivery. If the damage is noted prior to our delivery team leaving your home, you have the right to refuse delivery. Any damage claim made after delivery must be submitted via our online claim form on the homepage of our website. You may be required to provide pictures of the damaged merchandise. AFD reserves the right to repair any damaged furniture. AFD will offer to send a technician to your home free of charge if you purchased the full service delivery option on the damaged merchandise. Items that are boxed to door or customer pickup, repairs must be scheduled to be repaired at our distribution center. AFD is not responsible for any damage resulting from merchandise that is picked up. You must inspect your merchandise for damage at the time of pick-up. If exchange is offered, you may elect to pay for delivery or exchange in your vehicle. For more information regarding damaged merchandise being returned please contact your closest store location.
Defective Products
Most merchandise includes a one year manufacturer warranty on parts and labor. If your product is defective at the time of possession, please contact your sales associate immediately. A service call or photos may be required.
The Product Does Not Meet Expectations
A restocking fee/cancellation charge of 25% of the sales price applies to all returned or canceled merchandise within 3 days to cover processing, handling, storage, and delivery expenses. The remaining balance due will be issued as a store credit. Upholstered furniture, bedding, and rugs may NOT be returned due to the absorbent nature of fabrics. Merchandise is not delivered on an approval basis. Delivery fees are non-refundable. Customers are responsible for new delivery fees if an item is being returned. Special Order merchandise is non-refundable and non-returnable for any reason.
Mattress Returns
We offer our customers a 30-90 Night Sleep Guarantee that starts on your delivery date or pick up date. A mattress protector MUST be purchased in order to qualify for the mattress sleep guarantee reselection policy. You are required to keep your mattress for a minimum of 30 days. This is industry standard to give you time to adjust to your beds expected comfort level. If after 30-90 days, you are not happy with the comfort you may reselect to a different mattress that is equal or a greater value. This one-time mattress guarantee applies to your original mattress purchase only; this does not include the foundation or adjustable base. Foundations, frames, adjustable bases, pillows, and mattress protectors are all non-returnable and are not part of a Mattress Sleep Guarantee Reselection Policy. All mattress reselections are subject to a $99.95 fee that covers handling, inspection and pick up of your original mattress and delivery of your new mattress. Special orders, floor models and closeouts do not qualify for the reselect policy. These mattresses are sold as is.
It is important for you to inspect your delivery carefully. If damage is noted, do not assemble the product. Instead, notify us immediately (within 1 day of delivery). If the item is assembled, it may result in the denial of a replacement piece.
All items returned must be in new condition, unused, unassembled, unmodified and in the original packaging material. Items returned under this policy are eligible for a store credit. (Please note: Made-to-order, personalized or custom-made items are not eligible for a refund.) The full purchase price minus our actual shipping and handling costs will be refunded as a store credit. It is your responsibility to pay for the shipping cost to return the item to us.
Many of our products have small shipping rates. Please take note that if you return one of these products, our actual outbound shipping costs will be deducted from your refund.
If your order has shipped, it cannot be canceled. If you refuse an order, it will then fall under our standard return policy where round trip shipping costs and applicable fees will be deducted from your refund if applicable.