Hello! Furniture Return & Exchange Policy
All returns and exchanges are at the sole discretion of Hello! Furniture management.
Order Cancellations
We strongly recommend contacting the store for availability before placing an order.
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Please allow a minimum of 2 weeks and up to 4 weeks for orders to arrive. Items that are backordered may take longer.
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Cancellation Fee: If you cancel an order during this waiting period, a $99 processing reversal fee will be assessed. Please contact us for availability BEFORE placing your order.
Standard Returns & Exchanges
Conditions for Approved Returns
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All approved returns must be in brand new condition with the original packaging.
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Customer Responsibility: It is solely the customer’s responsibility to return the item(s) to Hello! Furniture. We are not responsible for transportation or fees for pre-approved returns or exchanges.
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Fees: All refunds will incur a minimum $15.00 processing fee and up to a 40% restocking fee.
Items Not Eligible for Return or Exchange
Returns will never be accepted for the following items:
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Items held by the customer for longer than seven (7) days.
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Items that have been assembled, used, or modified in any way.
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Pre-assembled / floor model items (full price or discounted).
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To prevent allergens, pet dander, etc., the following items are final sale:
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Upholstered items
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Mattresses (see Sleep Trial below)
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Box foundations, pillows, and linens
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Custom-Built Furniture: Requires a non-refundable 30% deposit. Absolutely no returns or exchanges.
Manufacturer’s Warranty
Most furniture comes with a manufacturer’s warranty (unless sold "as-is" and noted on your invoice). Please fill out our warranty claim form if you have an issue with your purchase.
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Requirements: Warranty claims require proof of purchase and proof of damage or defect.
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Manufacturer Discretion: The manufacturer reserves the right to repair, discount, or replace items.
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Exchanges: If the manufacturer elects to replace an item, the customer is responsible for returning the original item(s) to Hello! Furniture. Exchanges must be for the exact same item on the original receipt.
90-Night Mattress Sleep Trial
This trial is only available for mattresses purchased at a price over $999.
Eligibility Requirements
You are not eligible for the Sleep Trial if:
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The mattress was purchased sight unseen (online without trying in-store).
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It is a special size/custom order (e.g., Split Head, California King, etc.). All sales on special order sizes are final.
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The purchase price was under $999.
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The mattress is stained, unsanitary, or damaged. A waterproof mattress protector must be purchased to be eligible. No exceptions.
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The original white law tag is removed. (Removing this tag voids the Sleep Trial AND the manufacturer's warranty.)
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It is a clearance, floor/display model, pillow, mattress protector, or adjustable base.
Trial Process & Fees
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30-Night Adjustment Period: You must sleep on the mattress for a minimum of 30 nights to allow your body to adjust.
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Exchange Window: If you are still uncomfortable, you may exchange the mattress one time within 90 days of the original delivery date.
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Exchange Fee: There is a $249.99 return processing charge for the exchange.
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The purchase price of your original mattress, minus the $249.99 fee, will be used as a store credit toward a different mattress.
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You must pay the difference if the new mattress costs more.
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Any negative balance (credit remaining) must be used as store credit; it has no cash value.
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Final Return Option: If you are still unsatisfied after the single exchange, you may return the second mattress for a refund (less the $249.99 fee and any required state taxes).
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Transportation: We are not responsible for transporting the mattress back to the store for either an exchange or a final return.
