Returns & Damage Policy

Most furniture and home-furnishings purchases through Retail Blackbook are intended to be Final Sale once the applicable manufacturer, supplier, warehouse, or fulfillment partner has accepted or begun processing the order.

“Final Sale” means the merchandise is not returnable merely because the customer:

• changes their mind;
• changes decorating plans;
• no longer likes the style;
• prefers a different color or finish;
• finds another product or price;
• determines that comfort or firmness is not to their personal preference;
• ordered the wrong size;
• failed to measure;
• cannot fit the merchandise into the intended location;
• changes or cancels a project;
• sells or vacates the property;
• experiences a timing change;
• or otherwise no longer wishes to keep conforming merchandise.

Final Sale does NOT mean Retail Blackbook may ignore valid claims involving merchandise that is materially damaged, defective, materially incorrect, incomplete, or otherwise subject to a remedy required by applicable law.

If Retail Blackbook expressly provides different return rights for a specific product or transaction, those more specific written terms will control for that product or transaction.

The following categories are generally subject to particularly strict return and cancellation restrictions and may be designated Final Sale:

• Closeouts;
• Special Buys;
• discontinued products;
• clearance merchandise;
• limited-quantity merchandise;
• manufacturer overstocks;
• specially sourced inventory;
• made-to-order merchandise;
• customized merchandise;
• special-order merchandise;
• merchandise produced or altered for the customer;
• opened or assembled merchandise where return is not authorized;
• mattresses, bedding, or other hygiene-sensitive merchandise where applicable;
• and merchandise from manufacturers that do not accept buyer-remorse returns.

A product being marked Closeout, Special Buy, Discontinued, Made to Order, or similar should be treated as notice that availability and cancellation/return rights may be more limited.

Nothing in this section limits remedies that applicable law requires for qualifying damage, defect, misdescription, or other legally protected circumstances.

Customers should review an order carefully before proceeding to payment.

Submitting a cancellation request does not guarantee that an order can be cancelled.

Before Manufacturer or Supplier Submission

Retail Blackbook may be able to cancel an order or line item that has not yet been submitted, allocated, transferred, ordered, produced, or otherwise committed to a manufacturer, supplier, or fulfillment partner.

Retail Blackbook will make reasonable efforts to accommodate a timely cancellation request when commercially feasible.

After Manufacturer or Supplier Submission

Once merchandise has been submitted to, accepted by, allocated by, transferred from, placed into production by, or otherwise committed with a manufacturer or supplier, the order may become non-cancellable.

After Shipment

Orders generally cannot be cancelled after shipment.

If cancellation is permitted after costs have been incurred, reasonable manufacturer cancellation fees, return freight, restocking charges, storage, handling, reconsignment, processing charges, customization costs, or other documented nonrecoverable costs may apply to the extent permitted by law.

A customer should contact Retail Blackbook immediately if requesting cancellation.

Retail Blackbook does not currently provide a customer-facing automated cancellation button. Cancellation requests should be made using the contact information in Section 21.

Nothing in this section limits cancellation or refund rights required by applicable law, including legally applicable shipment-delay rights.

Retail Blackbook may cancel an order or individual item for legitimate reasons including:

• manufacturer discontinuation;
• inventory unavailability;
• inability to obtain the merchandise;
• manufacturer refusal or restriction;
• incorrect product or pricing information;
• material technical error;
• payment failure;
• suspected fraud;
• inability to provide an applicable delivery service;
• or another legitimate fulfillment issue.

If Retail Blackbook cancels paid merchandise that will not be fulfilled, Retail Blackbook will provide the refund required for the cancelled merchandise and applicable associated charges as required by law.

Nothing in a Final Sale policy permits Retail Blackbook to retain payment for merchandise that Retail Blackbook is legally required to refund because it will not be fulfilled.

Retail Blackbook does not currently provide an automated in-app damage-claim portal.

Customers should presently report a damage, defect, shortage, missing-part, or incorrect-item issue directly to Retail Blackbook:

Email: info@retailblackbook.com

Phone: 480-823-6884

Please provide the applicable order information and a clear description of the problem.

Retail Blackbook may provide additional instructions after receiving the report.

Retail Blackbook may reasonably request documentation needed to evaluate or pursue a claim.

Depending on the circumstances, requested documentation may include:

• order number;
• product name;
• SKU or model number;
• photographs of the complete item;
• close-up photographs of the reported issue;
• photographs of all sides of applicable packaging;
• shipping or carton labels;
• serial numbers;
• manufacturer tags;
• delivery receipt;
• carrier documentation;
• photographs showing the item in context;
• video where reasonably useful;
• written description of what occurred;
• and other information reasonably necessary to evaluate the claim.

Customers should provide requested information reasonably promptly.

Failure or inability to provide material documentation may affect Retail Blackbook’s, the carrier’s, or the manufacturer’s ability to verify or resolve a claim.

This does not eliminate rights that applicable law provides regardless of such documentation.

Customers asserting freight damage, concealed damage, shortage, incorrect merchandise, or certain product defects should retain the original:

• cartons;
• packaging;
• labels;
• protective materials;
• inserts;
• and shipping documentation

until Retail Blackbook or the applicable claim administrator confirms that those materials are no longer reasonably needed.

Packaging may contain information necessary to identify shipping damage, manufacturing information, freight handling, or claim responsibility.

Disposing of material packaging before a claim can reasonably be evaluated may make the claim more difficult or impossible to substantiate through a carrier or manufacturer.

This provision does not automatically extinguish a legal right that cannot be waived.

When a qualifying damage, defect, shortage, missing-part, or incorrect-item claim is verified, the appropriate remedy will depend on the nature and severity of the issue, applicable law, product availability, and manufacturer or carrier procedures.

A commercially reasonable remedy may include:

• replacement parts;
• repair;
• technician or service assistance;
• replacement of an affected component;
• replacement of the merchandise;
• manufacturer-authorized allowance or adjustment;
• partial refund where operationally available and agreed;
• full refund where appropriate or legally required;
• or another lawful and commercially reasonable remedy.

A minor or repairable issue does not automatically entitle the customer to replacement of the entire product where replacement parts, repair, service, or another lawful remedy adequately resolves the issue.

Retail Blackbook may reasonably coordinate with the applicable manufacturer, supplier, carrier, service provider, or warranty administrator when determining or providing an appropriate remedy.

Nothing in this section prevents a customer from receiving a different remedy when applicable law requires it.

Furniture can often be restored to its intended condition through replacement parts, component replacement, adjustment, repair, or technician service.

Where appropriate, Retail Blackbook may first pursue one of these remedies before replacing the entire product or issuing a refund.

Customers should provide reasonable access and cooperation when an authorized inspection, repair, replacement-part installation, or service appointment is necessary to resolve a verified issue.

If the proposed remedy cannot reasonably correct the qualifying problem, another appropriate remedy may be considered or required.

Customers should not materially repair, alter, modify, disassemble, discard, donate, sell, or otherwise dispose of merchandise that is the subject of an unresolved damage, defect, warranty, or return claim without first contacting Retail Blackbook.

Unauthorized repair, alteration, or disposal can prevent Retail Blackbook, a manufacturer, carrier, insurer, or service provider from inspecting the merchandise or determining the cause and appropriate remedy.

To the extent permitted by law, material unauthorized alteration or disposal that prevents reasonable evaluation of a claim may affect available remedies.

This provision does not prohibit reasonable emergency action necessary to prevent personal injury or additional property damage.

Retail Blackbook does not promise that merchandise otherwise subject to Final Sale restrictions can be returned.

In limited circumstances, a manufacturer or supplier may permit a discretionary return of otherwise conforming merchandise.

Any discretionary return requires PRIOR AUTHORIZATION from Retail Blackbook.

Do not ship or send merchandise back to Retail Blackbook, a manufacturer, warehouse, or supplier without authorization and instructions.

An approved discretionary return may be subject to:

• manufacturer approval;
• unused or resalable condition requirements;
• original packaging requirements;
• return freight;
• pickup charges;
• restocking charges;
• manufacturer charges;
• inspection;
• handling charges;
• storage charges;
• and other reasonable nonrecoverable transaction costs.

The exact terms of an approved discretionary return will be communicated for that return.

Original outbound shipping and delivery charges are generally non-refundable for buyer-remorse returns to the extent permitted by law.

Retail Blackbook does not accept collect-on-delivery or unauthorized freight returns.

Although many Retail Blackbook furniture purchases are Final Sale, Retail Blackbook may, in its sole discretion, offer a Courtesy Resale Assistance option for certain merchandise that a customer no longer wishes to keep.

This is not a guaranteed return right and is not available for every product.

To be considered, merchandise generally must:

• be unused;
• be in genuinely new, resalable condition;
• have no damage, stains, odors, wear, assembly damage, pet exposure, or other condition affecting resale;
• include all original parts, hardware, manuals, accessories, and components;
• remain in its original manufacturer packaging, with cartons and protective materials substantially intact;
• and otherwise be capable of being represented and sold as new merchandise.

The merchandise must first be approved by Retail Blackbook before it is brought or shipped back.

If approved, the customer is responsible for either:

• delivering the merchandise to Retail Blackbook’s designated Gilbert, Arizona warehouse or other approved location; or
• arranging and paying for approved return transportation.

Retail Blackbook is not responsible for return freight or transportation costs for a Courtesy Resale Assistance request unless Retail Blackbook expressly agrees otherwise.

Merchandise remains subject to inspection after arrival.

Retail Blackbook may decline to accept merchandise that does not satisfy the stated condition requirements or that Retail Blackbook reasonably determines cannot be commercially resold.

If Retail Blackbook agrees to assist with resale, the applicable arrangement, including any resale fee, handling fee, expected pricing, expenses, and other material terms, will be disclosed to the customer before the merchandise is accepted into the resale program.

Any resale or handling percentage will be reasonable and disclosed in advance.

Participation does not guarantee that the merchandise will sell, does not guarantee a particular resale price, and does not guarantee a particular timeframe.

Retail Blackbook may consider factors such as:

• current Retail Blackbook pricing;
• manufacturer pricing;
• product age;
• current inventory availability;
• discontinued or closeout status;
• market demand;
• condition;
• packaging condition;
• and reasonable costs associated with storing, marketing, handling, or reselling the merchandise.

Unless Retail Blackbook expressly agrees in writing to an immediate buyback or refund, acceptance of merchandise for Courtesy Resale Assistance does not itself create an immediate refund obligation.

Any payment, credit, or proceeds associated with a successful resale will be determined according to the resale terms disclosed and accepted for that specific arrangement.

If merchandise cannot be resold, Retail Blackbook may require the customer to retrieve the merchandise or arrange and pay for its return or other disposition, subject to the terms disclosed when the resale arrangement is accepted.

Courtesy Resale Assistance is separate from a damage, defect, shortage, incorrect-item, warranty, or legally required return claim. Those claims are handled under the applicable provisions of this Policy.

When a discretionary customer-requested return is approved, the customer may be responsible for return freight and applicable manufacturer restocking or handling charges.

Return freight for large furniture can be substantial.

Customers should not assume return freight will equal the original outbound delivery charge.

Retail Blackbook will not impose a restocking or return-freight charge where doing so is prohibited by applicable law.

Where merchandise is returned because of a verified Retail Blackbook fulfillment error or another circumstance for which applicable law requires Retail Blackbook to bear return costs, the legally required treatment will apply.

Mattresses, bedding, pillows, protectors, upholstered hygiene-sensitive products, or similar merchandise may be subject to special manufacturer, sanitation, health, or resale restrictions.

Opened or used hygiene-sensitive merchandise may be Final Sale except for qualifying defects, damage, warranty coverage, or other rights required by law.

Manufacturer comfort-trial or sleep-trial programs apply only where they are expressly offered for the applicable product and subject to the manufacturer’s stated terms.

Retail Blackbook does not provide a universal mattress comfort trial unless expressly stated for a specific product or transaction.

Natural and handmade materials can vary.

Variations that are normal characteristics of the material or manufacturing process are not necessarily defects.

Examples may include:

• wood grain;
• knots;
• mineral streaking;
• distressing;
• leather grain;
• healed scars;
• hide markings;
• stone veining;
• marble variation;
• fabric texture;
• dye-lot variation;
• hand-applied finish variation;
• and reasonable differences in color caused by photography, lighting, or display settings.

This section does not excuse merchandise that materially fails to conform to an applicable product description or legally enforceable representation.

Customers are responsible for determining whether merchandise will fit the intended room and can reasonably pass through applicable:

• doors;
• hallways;
• stairways;
• elevators;
• gates;
• corridors;
• entryways;
• and other access points.

A customer measurement mistake, inability to fit merchandise through the property, or failure to account for access restrictions is not a product defect.

Such circumstances do not automatically create a return right for otherwise Final Sale merchandise.

See the Shipping & Delivery Policy for additional delivery-access requirements.

Refusing delivery does not automatically create a return right.

Customers should follow the Shipping & Delivery Policy regarding inspection and visibly damaged merchandise.

An unauthorized refusal based on buyer’s remorse, measurement error, access problems, decorating preference, timing preference, or another reason not attributable to a qualifying product or fulfillment issue may be treated as a customer-requested return or cancellation.

Applicable return freight, storage, reconsignment, redelivery, handling, or manufacturer charges may apply to the extent permitted by law.

Where refusal is reasonably justified by materially damaged, materially incorrect, or otherwise nonconforming merchandise, Retail Blackbook will evaluate the transaction under the applicable damage or fulfillment process.

A manufacturer warranty is separate from Retail Blackbook’s return policy.

Unless Retail Blackbook expressly provides its own separate written product warranty, applicable product warranties are provided by the manufacturer and are governed by that manufacturer’s terms.

Retail Blackbook may assist customers with a manufacturer warranty claim but does not control the manufacturer’s warranty decision.

Optional third-party protection plans or service contracts, if offered, are separate products governed by the applicable third-party provider’s terms, exclusions, procedures, and remedies.

A protection plan is not automatically a Retail Blackbook product warranty and does not replace rights provided by applicable law.

For return, cancellation, damage, defect, shortage, incorrect-item, or warranty-assistance questions:

Retail Blackbook

Email: info@retailblackbook.com

Phone: 480-823-6884

Website: RetailBlackbook.com

This Policy supplements:

Terms of Use & Sale

Shipping & Delivery Policy

The Blackbook VIP Membership Terms govern VIP subscription membership matters separately.

Merchandise return rules should not be interpreted as changing VIP subscription renewal or cancellation rules.