Return & Refund Policy

Return policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your items must fulfill the following conditions:

  - Within 14 days after delivery
  - Unassembled item in their original packaging
  - New condition and unused
  - The items have to be self-returned to our warehouse, or a pickup fee will be charged.

To start a return, you can contact us at contact@furnymatter.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please be reminded that returns with items that do not meet the above Return Eligibility conditions will be rejected.

Besides, voucher codes cannot be reissued if you return your order. This means that you will not be able to use the same voucher code for another order if the promotion has ended.

Under normal circumstances, we can only accept exchange of products if you return your items. The items you are exchanging must be the same or not less than your original item amount. If the new item costs more, you are required to top up the difference while setting up the exchange. 

Please take note that all returns will incur a return pickup fee and an administrative fee of 2.5% from the final paid amount. We will update you the pickup fee accordingly, as the price will be varied according to volumetric weight.

You can always contact us for any return question at contact@furnymatter.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If your order is significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. Please notify us via email/call by sending us a photo of the damaged package, so that we can expect the return shipment.

If you need to return an item because it is faulty or as a result of our fault, we will not charge you for the return pickup fee.

Exceptions / non-returnable items

After delivery of the furniture, you may find them to be unsuitable for your house. We regret to inform that we do not accept returns for these items which are in good condition when delivered to you.

Please be aware that some furniture finishes may tarnish overtime and it is a natural occurrence. This will not be considered as a manufacturing defect.

Leather, wood, stone & metal are natural materials and may vary. Knots, open grain and mineral deposits are natural.

Please be aware that some furniture have distressed finishes (such as distress/scratch marks, antiquing etc.) which are intended. This will not be considered as a manufacturing defect.

Please get in touch if you have questions or concerns about your specific item.

Refunds

Refunds will be given at the discretion of Furny Matter.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If it’s approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you have opted for self-returned to our warehouse, you will be refunded the following amount:

Refunded Amount = Final Paid Price – Administrative Fee

If you would like us to pick up the items, you will be refunded the following amount:

Refunded Amount = Final Paid Price – Administrative Fee – Pick-Up Fee