Room and Board Return Policy: The No-Nonsense Guide (Fees, Steps & Loop-Holes)
When purchasing premium furniture and home decor, understanding a store's return rules is just as important as measuring your living room space. High-ticket items like sofas, dining tables, and solid wood bedroom sets represent a major financial investment. If a piece arrives and doesn't fit your aesthetic, doesn't clear a tight entryway, or simply isn't as comfortable as you hoped, you need to know exactly how much it will cost to send it back.
This is where understanding the Room and Board return policy becomes essential. While Room and Board is widely celebrated for its customer-centric service and flexible guidelines, returning heavy furniture is very different from returning a throw pillow. Unlike some competitors that charge steep restocking fees, Room and Board takes a different approach-but you can still lose money on delivery fees if you aren't careful.
This comprehensive guide breaks down the official Room and Board refund policy updated and verified for 2026. Whether you bought a small table lamp online, ordered a custom sectional, or need to schedule a freight pickup for a massive wardrobe, we have mapped out every step, fee, and requirement to ensure your return is seamless and friction-free.
Overview of the Room and Board Return Policy
To give you an immediate answer, we have compiled the core aspects of Room and Board’s policy into a quick-reference matrix.
| Topic | Details |
|---|---|
| Return Window | 90 days for full refund; unlimited (at discretion) for store credit. |
| Eligible Items | Must be in new, unused condition with proof of purchase. |
| Return Methods | In-store, online via UPS, or scheduled home furniture pickup. |
| Refund Methods | Original payment (within 90 days) or store credit (after 90 days). |
| Non-returnable Items | Clearance/outlet items, custom-built furniture (after 48 hours), gift cards. |
| Fees | No standard restocking fees. $139 pickup fee for large furniture; $15 UPS fee for mail-in. |
Return Window & Eligibility
Room and Board does not enforce a rigid, punitive deadline for standard catalog items. Their official philosophy is to accept returns within a "reasonable" timeframe. However, the timing of your return heavily dictates your refund method.
The 90-Day Rule Explained
To guarantee a refund to your original form of payment (such as your credit card or bank account), you must initiate the return within 90 days of receiving your purchase. This return window is identical whether you bought your items online, over the phone, or directly in an official Room and Board showroom. The 90-day clock begins the day your items are delivered to your home or picked up from the store.
If you decide to return a standard item after 90 days, Room and Board will typically still accept it, but your refund will be issued exclusively as store credit.
Eligibility Requirements
To qualify for a hassle-free return, your items must meet these conditions:
- Original Condition: Items must be in clean, undamaged, and unused condition.
- Proof of Purchase: You must provide an order number, digital confirmation receipt, physical showroom receipt, or the customer account details associated with the original transaction.
- Residential Use Only: Items showing wear from commercial use in business settings may be rejected.
If an item shows obvious signs of wear, pet damage, smoke exposure, or customer abuse, the company reserves the right to deny the return or offer a highly depreciated store credit instead of a full refund.
How to Return Items to Room and Board
Room and Board processes returns through two completely separate logistics channels based on the physical size of the item. Navigating these correctly ensures you do not pay unnecessary fees.
In-Store Returns (Small and Large Items)
If you live near one of Room and Board's showrooms, you can return items directly to the store to avoid all return shipping or pickup fees.
- Bring your item and your original proof of purchase to the customer service desk.
- If you are returning a large piece of furniture yourself, always call the showroom ahead of time to confirm they have the dock space and staff available to safely unload your vehicle.
- An in-store return is processed immediately by the staff.
Online Returns via UPS (Small Items)
For small decor, pillows, rugs under 5'x8', tabletop lighting, and small accessories, you can process an online return via mail:
- Log into your account on the official Room and Board website.
- Navigate to your Order History and locate the order containing the items you wish to return.
- Click Initiate Return to generate a prepaid UPS shipping label.
- Pack your items securely in their original packaging (or equivalent protective packaging).
- Affix the prepaid label to the box and drop it off at any authorized UPS store or drop-off location.
- Note: A $15 shipping fee will be deducted from your refund for using this label.
Scheduled Furniture Pick-Up (Large Items)
You cannot mail sofas, beds, dining tables, or large dressers back via standard parcel mail. Instead, you must arrange a professional pickup:
- Contact Room and Board customer service via phone at (800) 301-9720 or initiate a pickup request online.
- If you live inside a standard delivery zone, their white-glove delivery team will schedule a time window to come to your home, professionally wrap the furniture to protect it, and load it into their truck.
- If you live in an extended delivery zone, Room and Board will coordinate the pickup using an authorized third-party freight carrier.
- Prepare to pay a pickup fee (usually $139) which will be deducted from your final refund.
Refund Methods & Processing Time
Knowing how and when you will get your money back can relieve a lot of post-purchase anxiety.
How Refunds Are Issued
- Within 90 Days: Refunds are processed back to the original form of payment (credit card, debit card, gift card, or check).
- After 90 Days: Refunds are issued exclusively as Room and Board store credit, which never expires.
- Gift Returns: If you are returning a gift, the refund will be issued as a Room and Board gift card. If you do not have a gift receipt, customer support can look up the purchase using the sender's billing details.
Typical Processing Times
The processing time depends entirely on how you returned the item:
- In-Store Returns: Processed immediately, though your bank may take 3 to 5 business days to post the funds to your account.
- UPS Returns: Refunds are issued within 10 to 14 business days from the time the parcel is scanned at the distribution center.
- Scheduled Furniture Pickups: Refunds are processed within 48 hours after the furniture is successfully retrieved, scanned, and inspected at the local delivery hub.
Exchange Policy
If you love your furniture but realized you need a different color, size, or configuration, the Room and Board exchange policy is incredibly straightforward.
Exchange Time Window
Just like standard returns, exchanges should ideally be initiated within 90 days of delivery.
How Exchanges Work
- Call customer service to place your replacement order. This ensures the new item is reserved or put into production immediately.
- For small items, use the prepaid UPS label to mail the original back while your new order ships.
- For large furniture, Room and Board will coordinate a one-step swap. Their delivery team will bring your new furniture piece directly to your home and haul away the old one during the exact same visit. This saves you the headache of managing multiple delivery appointments.
Non-returnable or Restricted Items
To maintain fair pricing and high safety standards, Room and Board strictly enforces exclusions on a small group of items. The following categories are considered non-returnable items:
- Outlet & Clearance Items: Any items purchased at a physical Room and Board Outlet store or marked online as Clearance/Final Sale (prices ending in .99) are sold completely as-is. They cannot be returned or exchanged and do not carry the standard product warranty.
- Gift Cards: Both physical and digital gift cards cannot be returned or redeemed for cash (except in states where cash redemption of small gift card balances is legally mandated).
- Highly Customized Furniture: Custom-ordered furniture built with non-catalog dimensional modifications or customer-own-material (COM) fabrics cannot be returned once production begins. Standard fabric customizations can be returned, but they carry a heavy fee (detailed below).
Fees, Deductions & Exceptions
Understanding the fee structure prevents financial surprises. While Room and Board does not hide their fees, the physical logistics of moving furniture are expensive.
The Restocking Fee Policy
Unlike many major furniture competitors that charge a 10% to 15% restocking fee on returned furniture, Room and Board charges $0 in restocking fees for all standard stock items.
However, if you order an upholstered piece (like a sofa) in a custom fabric, color, or configuration, it is specially made for you. You have 48 hours to cancel a custom order for free. After 48 hours, if you choose to return or cancel a custom order, Room and Board will deduct a 30% fee from your refund to offset the cost of liquidating a custom piece.
Return Shipping & Pick-Up Fees
While restocking standard items is free, you are responsible for the transit costs:
- Small Items (UPS): If you use the prepaid UPS label provided by Room and Board, a flat return shipping fee of $15.00 will be deducted from your total refund. Dropping it off at a store is free.
- Large Furniture (Pick-up): If Room and Board schedules a home pickup, a return fee equal to their flat-rate delivery fee (typically $139) will be deducted from your refund.
- The Delivery Fee Trap: Original delivery fees are non-refundable. Returning a major furniture piece means you will lose approximately $278 in total transit costs round-trip (the $139 original delivery fee + the $139 return pickup fee). Measure your spaces carefully before you buy!
For comparison, you may want to review how other major brands handle heavy furniture fees. Check out our comprehensive Pottery Barn return policy guide or the Crate & Barrel Return Policy to see how they compare on custom-order rules.
Holiday & Extended Return Policies
Because Room and Board’s baseline rules are already incredibly flexible and do not enforce strict calendar deadlines, they do not offer a specialized holiday return policy during November or December.
Whether you buy a gift in June or during Black Friday, it remains eligible for a refund to the original payment method within 90 days, or store credit thereafter. Holiday purchases are treated with the exact same generous flexibility as year-round purchases.
Customer Support & Contact Information
If you need to check your order status, schedule a delivery swap, or clarify if your fabric selection qualifies as a custom order, Room and Board's in-house customer support team is easy to reach.
- Phone Number: (800) 301-9720
- Online Support: Live Chat and email forms are available directly on the official Room and Board Contact Us page.
-
Support Hours (Central Time):
- Monday – Friday: 8:00 a.m. to 7:00 p.m.
- Saturday: 10:00 a.m. to 6:00 p.m.
- Sunday: 11:00 a.m. to 6:00 p.m.
When calling about a return, always have your order number ready so the representative can pull up your purchase history instantly.
Frequently Asked Questions (FAQ)
Can I return items to Room and Board without a receipt?
Yes. If you do not have a physical receipt, Room and Board allows no-receipt returns by looking up your purchase in their database using your phone number, email address, physical delivery address, or the credit card used for the transaction.
How long does a refund from Room and Board take?
In-store returns are processed immediately (taking 3-5 days to hit your bank). UPS mail-in returns take 10 to 14 business days from the time you drop off the package. Scheduled furniture pickup refunds are processed within 48 hours of the delivery team retrieving the item.
Does Room and Board charge a restocking fee?
No, Room and Board does not charge restocking fees on standard stock items. However, if you order a custom-made piece of furniture (like a sofa in a non-standard custom fabric), a 30% return fee will be deducted if you return it.
What do I do if my furniture arrives damaged?
If your item is damaged during shipping or delivery, do not initiate a standard return. Contact customer service immediately at (800) 301-9720. Room and Board will send a furniture technician to your home to repair it, exchange it for a new piece, or process a full refund at absolutely no cost to you.
Can I return online orders in-store at Room and Board?
Yes! Any item purchased online can be returned to a physical Room and Board showroom. If you are returning a large piece of furniture yourself, be sure to call the showroom ahead of time so they can prepare their loading dock.
What is the Room and Board mattress return policy?
Room and Board offers a highly competitive 120-night sleep trial on mattresses. You can sleep on it for up to 120 nights, and if you aren't satisfied, you can return or exchange it. Standard $139 pickup fees still apply, but there are no mattress restocking fees. If you're mattress shopping, you might also want to see how this compares to the Rooms To Go return policy.
Can I get a price adjustment if an item goes on sale?
Yes. Room and Board offers a one-time price adjustment if an item you purchased is permanently marked down or goes on sale within 14 days of your delivery date. You just need to contact customer support to request the difference.
Can I cancel a custom furniture order?
You can cancel or make changes to a custom furniture order for free, but only within 48 hours of placing the order. After 48 hours, the order is sent to the workroom, and any cancellations or returns will be subject to a 30% penalty fee.
Disclaimer: Return policies may change at any time and can vary slightly by region. Always confirm details on the official Room and Board website or with your local store. Information verified 2026.
Found this helpful? Bookmark this page for the latest Room and Board return policy updates and check our other guides on TheReturnGuide.com before your next major home purchase.
