CB2 Return Policy Returns Refunds and Exchanges Guide

CB2 Return Policy: Rules, Fees, & Step-by-Step Instructions

Buying high-end modern furniture and decor is an exciting investment in your home, but what happens when that sleek new sectional doesn't fit through the door, or the accent vase clashes with your living room? Navigating returns for large, expensive items can be stressful, which is why understanding the CB2 return policy before you buy is essential.

Because CB2 deals with everything from small tableware to massive made-to-order sofas, their rules are broken down into a strict, two-tiered system. You will face different deadlines, different shipping methods, and potentially significant restocking fees depending on what you are returning.

This comprehensive guide covers everything you need to know about the CB2 return process. We will walk you through the exact return window, how to avoid surprise fees, the rules for returning large furniture, and step-by-step instructions for getting your money back.

(Note: Return policies can change and may vary slightly by region. This information is based on the latest available policy and has been verified for 2026.)

Overview of CB2 Return Policy

At a glance, CB2 allows customers to return most brand-new, unused items for a refund or exchange, provided they have a valid proof of purchase. However, the rules differ drastically based on the size and category of your item.

Here is a quick summary table of the CB2 return guidelines:

Return Window & Eligibility

To ensure your return is approved without unnecessary delays, you must meet CB2's strict timeline and condition requirements.

The Two-Tiered Return Window

Unlike retailers with a single deadline, CB2 splits its return window into two distinct categories:

• Non-Furniture Items (90 Days): Small home decor, bedding, bath items, tableware, and non-heavy lighting fixtures must be returned within 90 days of physical receipt or in-store purchase.
• Furniture and Rugs (30 Days): Large furniture items, oversized rugs, and select heavy lighting fixtures must be returned or exchanged within 30 days of delivery, pickup, or store purchase.

Tip: The return window starts on the date of delivery for online orders shipped to your home, and on the date of purchase for transactions completed physically inside a retail store.

Eligibility Requirements

CB2 inspects all returned merchandise upon arrival at their warehouses or retail counters. To qualify for a refund, your items must meet these conditions:

• Condition: Items must be in original, unused, and brand-new condition. If an item shows signs of wear, assembly damage, pet hair, or modifications, the return will be denied.
• Original Packaging: Items must be returned in their original packaging, complete with all protective inserts, hardware packets, instructions, and intact product tags.
• Proof of Purchase: You must present a valid receipt, gift receipt, online order confirmation email, or packing slip. Keep your digital receipt email so you can easily pull it up on your phone.
• Damage Reporting: If an item arrives damaged or defective from shipping, take photos immediately. You must contact CB2 customer service within 7 days of delivery to qualify for a free replacement or waiver of fees.

How to Return Items to CB2

Depending on the size of your purchase, you have three primary pathways to return your items to CB2.

Here is a simple decision tree to help you choose the right method:

• Is it a small decor item? Choose an in-store return (free) or an online return via UPS (fee deducted).
• Is it large furniture or an oversized rug? You must schedule a freight pickup via customer support (fees apply).

How to Return Items In-Store (Free)

Returning your items to a physical store is the most cost-effective method because it eliminates return shipping fees. You can return any non-furniture item purchased online or in-store to any CB2 retail store in the United States.

1. Locate your nearest physical CB2 store.
2. Bring the item in its original box or packaging.
3. Present your original store receipt, gift receipt, or online order confirmation bar code to the cashier.
4. Your refund will be processed immediately to your original payment method.

Note: Physical CB2 stores cannot accept returns of large furniture, sectionals, or oversized rugs purchased online unless prior arrangement and authorization have been granted by CB2 Customer Care.

How to Return Items via UPS Mail

For small home decor, lighting, and textiles purchased online, you can return items using the self-service online portal.

1. Log into the CB2 Online Return Portal on their official website.
2. Enter your order number and billing ZIP code.
3. Select the eligible items you wish to return and state the reason for the return.
4. Generate and print the prepaid return label.
5. Pack the items securely in their original shipping box and attach the label over any old barcodes.
6. Drop the package off at any authorized UPS location.
7. Track your return and wait for confirmation. The cost of the label (starting at $6.95) will be deducted from your final refund.

How to Return Furniture via Freight Pickup

Because parcel carriers like UPS will not accept oversized couches, dining tables, or large area rugs, you must coordinate a freight return.

1. Call CB2 Customer Service at 1-800-606-6252 to request a furniture return authorization.
2. If approved, the agent will coordinate with a third-party freight shipping carrier.
3. Pack the furniture securely in its original box. If you no longer have the original packaging, notify the representative, as additional packaging fees may apply.
4. The freight carrier will schedule a pickup window at your residence. You must be present to sign the pickup manifest.
5. Once the furniture is received and inspected at the CB2 warehouse, your refund will be issued, minus return freight pickup fees and applicable restocking charges.

Refund Methods & Processing Time

Refund Methods

All processed returns will be credited back to the original refund method used during the initial purchase.

• Credit/Debit Cards: Refunded directly back to the card.
• PayPal/Apple Pay: Refunded to your digital wallet.
• Gift Cards & Gift Receipts: Refunded as a CB2 digital or physical merchandise credit (gift card).
• Cash Purchases: In-store returns of cash purchases under $100 will be refunded in cash. For cash returns exceeding $100, CB2 will issue a corporate refund check, which will be mailed to your billing address within 10 to 14 business days.

Processing Time

Once your return package arrives at the CB2 warehouse or is picked up by a freight carrier, please allow 7 to 10 business days for inspection and processing. Once CB2 issues the refund, it can take an additional 2 to 10 business days for your bank or credit card company to post the funds to your account. Your overall processing time relies heavily on your specific financial institution.

Exchange Policy

If you prefer to swap an item for a different color, size, or material, the exchange policy operates under the exact same time restrictions: 90 days for housewares and 30 days for furniture.

• In-Store Exchanges: Bring your original item and receipt to any physical store. If the store has the replacement item in stock, the exchange can easily be handled at the register.
• Online Exchanges: Because stock levels change rapidly, CB2 recommends returning your original item for a refund through the standard online portal and placing a separate, brand-new order online for the replacement item. This ensures you secure the item before it sells out.

Non-returnable or Restricted Items

Before starting your return, ensure your purchase does not fall under the strict non-returnable items list. The following categories are considered final sale:

• Custom and Made-to-Order (MTO) Furniture: Any sofas, sectionals, headboards, or chairs featuring custom upholstery fabric, custom wood finishes, or customized dimensions cannot be cancelled, returned, or exchanged.
• Clearance and Outlet Items: Items purchased from CB2 Outlets or online items with prices ending in .97 or .99 are designated as "Final Sale" and cannot be returned.
• Personalized/Monogrammed Items: Any home goods featuring custom engravings or monograms.
• Used Bedding & Mattresses: Opened sheets, duvet inserts, pillows, and mattresses that have been unboxed and slept on are restricted due to health and safety regulations.
• Gift Cards: Digital e-gift cards and physical gift cards are non-refundable and cannot be redeemed for cash.

Fees, Deductions & Exceptions

Understanding the true cost of a CB2 return is crucial to avoid financial surprises, especially on high-ticket furniture items.

The 15% to 25% Furniture Restocking Fee

To offset the logistics costs of handling and inspecting oversized freight, CB2 charges a restocking fee of 15% to 25% of the purchase price on all returned furniture items, large area rugs, and select heavy chandeliers.

• 15% Fee: Applies to standard stock furniture returned in its original box. (For example, returning a $1,000 standard sofa will result in a $150 deduction).
• 25% Fee: Applies if the original packaging has been discarded, if the item requires repackaging by the freight team, or if the item is returned in a slightly degraded condition.

Return Shipping Deductions

If you return non-furniture items via UPS mail, the cost of the prepaid shipping label is deducted from your refund. This fee typically ranges between $6.95 and $15.00 depending on the size and weight of the parcel.

Fee Waivers

CB2 will waive all restocking fees, freight pickup charges, and standard return shipping costs only if the item was delivered in a damaged or defective state, or if the wrong item was shipped due to a warehouse error. You must notify customer support within 7 days of delivery to claim this waiver.

Holiday & Extended Return Policies

To accommodate shoppers during the busy winter gifting season, CB2 updates its standard rules with a generous holiday return policy.

Any eligible items purchased between November 1 and December 25 qualify for an extended return timeline. Under these seasonal rules, customers have until January 31 of the following year to return or exchange their purchases (or within the standard 30/90-day window, whichever gives you more time).

Note: All standard conditions apply during the holiday window. Furniture items still require authorization, and final sale or custom items remain non-returnable.

Customer Support & Contact Information

Should you need to schedule a home freight pickup, verify a refund status, or ask about custom order cancellations, the CB2 customer support team is available via several convenient communication channels:

• Phone Support: 1-800-606-6252
• Text Support: 1-312-779-1104
• Live Chat: Available directly on the official CB2 website.
• Operating Hours:
  • Monday – Friday: 8:00 AM to 7:00 PM (Central Time)
  • Saturday – Sunday: 8:00 AM to 6:00 PM (Central Time)

Frequently Asked Questions

Can I return CB2 items to a Crate & Barrel store?

No. While CB2 and Crate & Barrel are sister brands owned by the same parent company, you cannot return CB2 merchandise to Crate & Barrel retail locations, nor can you return Crate & Barrel purchases to CB2 stores. The inventory and return centers operate completely independently. For more details on their sister brand, see the Crate & Barrel Return Policy.

Does CB2 allow no-receipt returns?

No, CB2 strictly requires a valid proof of purchase for all returns and exchanges. Acceptable forms of proof include physical store receipts, gift receipts, packing slips, or online order confirmation emails. No-receipt returns are generally denied, though in rare cases, support may help look up your purchase using your credit card or email address.

What should I do if my CB2 item arrives damaged?

If your order arrives damaged or defective, take clear photos of the item and the shipping box immediately. Contact CB2 customer support within 7 days of delivery. They will arrange for a free replacement, coordinate a free pickup, and waive all return shipping or restocking fees.

How much is the restocking fee for CB2 furniture?

CB2 charges a 15% restocking fee on returned furniture, large area rugs, and select heavy lighting fixtures returned in their original packaging. This fee can increase up to 25% if the item is returned without its original box or protective packaging.

Will I be refunded my original shipping delivery fee?

No. CB2 does not refund original shipping and delivery charges unless the item you received was damaged, defective, or sent in error by the warehouse.

Can I return a rug to a physical CB2 store?

You can return small accent rugs (such as 2'x3' or 3'x5' entry rugs) to a physical store location. However, large area rugs (such as 8'x10' or 9'x12' rugs) must be returned via freight courier pickup and will be subject to shipping fees and potential restocking fees.

What is the return policy for CB2 items purchased at an outlet store?

All purchases made at physical CB2 outlet stores or during online outlet/clearance events are considered final sale. They cannot be returned, exchanged, or refunded under any circumstances.

Can I return a gift to CB2?

Yes, you can return a gift as long as you have the gift receipt and the item falls within the standard return window. Returns made with a gift receipt will be refunded in the form of a CB2 merchandise credit (gift card), so the original buyer will not be notified of the refund.

Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official CB2 website or with your local store. Information verified 2026.

Found this helpful? Bookmark this page for the latest CB2 return policy updates and check our other guides, such as the West Elm Return Policy and the Pottery Barn Return Policy, before your next home improvement purchase.

{
  "@context": "https://schema.org",
  "@graph": [
    {
      "@type": "FAQPage",
      "mainEntity": [
        {
          "@type": "Question",
          "name": "Can I return CB2 items to a Crate & Barrel store?",
          "acceptedAnswer": {
            "@type": "Answer",
            "text": "No. While CB2 and Crate & Barrel are sister brands owned by the same parent company, you cannot return CB2 merchandise to Crate & Barrel retail locations, nor can you return Crate & Barrel purchases to CB2 stores."
          }
        },
        {
          "@type": "Question",
          "name": "Does CB2 allow no-receipt returns?",
          "acceptedAnswer": {
            "@type": "Answer",
            "text": "No, CB2 strictly requires a valid proof of purchase for all returns and exchanges. Acceptable forms of proof include physical store receipts, gift receipts, packing slips, or online order confirmation emails."
          }
        },
        {
          "@type": "Question",
          "name": "What should I do if my CB2 item arrives damaged?",
          "acceptedAnswer": {
            "@type": "Answer",
            "text": "If your order arrives damaged or defective, take clear photos of the item and the shipping box immediately. Contact CB2 customer support within 7 days of delivery. They will arrange for a free replacement, coordinate a free pickup, and waive all return shipping or restocking fees."
          }
        },
        {
          "@type": "Question",
          "name": "How much is the restocking fee for CB2 furniture?",
          "acceptedAnswer": {
            "@type": "Answer",
            "text": "CB2 charges a 15% restocking fee on returned furniture, large area rugs, and select heavy lighting fixtures returned in their original packaging. This fee can increase up to 25% if the item is returned without its original box."
          }
        },
        {
          "@type": "Question",
          "name": "Will I be refunded my original shipping delivery fee?",
          "acceptedAnswer": {
            "@type": "Answer",
            "text": "No. CB2 does not refund original shipping and delivery charges unless the item you received was damaged, defective, or sent in error by the warehouse."
          }
        },
        {
          "@type": "Question",
          "name": "Can I return a rug to a physical CB2 store?",
          "acceptedAnswer": {
            "@type": "Answer",
            "text": "You can return small accent rugs to a physical store location. However, large area rugs must be returned via freight courier pickup and will be subject to shipping fees and potential restocking fees."
          }
        },
        {
          "@type": "Question",
          "name": "What is the return policy for CB2 items purchased at an outlet store?",
          "acceptedAnswer": {
            "@type": "Answer",
            "text": "All purchases made at physical CB2 outlet stores or during online outlet/clearance events are considered final sale. They cannot be returned, exchanged, or refunded under any circumstances."
          }
        },
        {
          "@type": "Question",
          "name": "Can I return a gift to CB2?",
          "acceptedAnswer": {
            "@type": "Answer",
            "text": "Yes, you can return a gift as long as you have the gift receipt and the item falls within the standard return window. Returns made with a gift receipt will be refunded in the form of a CB2 merchandise credit."
          }
        }
      ]
    },
    {
      "@type": "HowTo",
      "name": "How to Return Furniture to CB2 via Freight Pickup",
      "description": "Step-by-step instructions for returning large furniture and oversized rugs to CB2.",
      "step": [
        {
          "@type": "HowToStep",
          "name": "Contact Customer Support",
          "text": "Call CB2 Customer Service at 1-800-606-6252 to request a furniture return authorization within 30 days of delivery."
        },
        {
          "@type": "HowToStep",
          "name": "Coordinate Freight Carrier",
          "text": "Once approved, the CB2 agent will help you coordinate a pickup window with a third-party freight shipping carrier."
        },
        {
          "@type": "HowToStep",
          "name": "Pack the Furniture",
          "text": "Pack the furniture securely in its original box. If you do not have the original packaging, notify the representative as additional fees may apply."
        },
        {
          "@type": "HowToStep",
          "name": "Hand over the item",
          "text": "Be present at your residence during the scheduled pickup window to sign the pickup manifest and hand over the furniture."
        },
        {
          "@type": "HowToStep",
          "name": "Wait for Refund",
          "text": "Wait 7 to 10 business days for the warehouse to process the return. The refund will be issued minus return freight fees and a 15% to 25% restocking fee."
        }
      ]
    }
  ]
}