Direct Chairs USA – Return & Refund Policy
Our Commitment
At Direct Chairs USA, our goal is to ensure every client is satisfied with their purchase experience. We take pride in providing quality commercial furniture and service excellence. However, we understand that occasionally a product may not meet your expectations.
We’re not simply about selling chairs — we’re about building long-term partnerships. If you need to return an item, our policy below will guide you through the process.
Eligibility for Returns
We accept returns for new, unused products in their original packaging within 30 days of delivery.
Returned products must:
- Be in their original, undamaged packaging (or a similar box if the original is unusable).
- Be unassembled, if originally delivered that way.
- Show no signs of use, installation, or wear.
- Include all original components, hardware, and accessories.
Restocking Fees
Because our products are large and bulky, restocking and handling fees apply to cover inspection, repackaging, and inventory processing.
| Product Category | Restocking Fee |
|---|---|
| All chairs (stacking, folding, banquet, resin, chiavari) | 25% |
| All tables, carts, dollies and other furniture | 25% |
| Accessories (cushions, glides, covers, etc.) | 15% |
Return shipping costs are the responsibility of the customer and will be deducted from your refund unless otherwise agreed in writing.
Non-Returnable Items
Certain items are not eligible for return due to their nature, customization, or sale conditions:
- Custom-made or special-order products
- Personalized or logo-branded items
- Clearance, final sale, or “As-Is” items
- Open Box or Used items
- Bundled or promotional sets (unless the entire bundle is returned)
- Any item explicitly marked “Non-Returnable” on its product page
Return Authorization Process
-
Request Approval: Email us at sales@directchairs.com within 30 days of delivery. Please include:
- Your order number
- The reason for return
- Photos showing the item’s condition and packaging
- Receive RMA (Return Merchandise Authorization): Once approved, you’ll receive a Return Authorization Number and shipping instructions.
-
Prepare Your Shipment:
- Repack all items securely.
- Include a printed copy of your RMA inside the box.
- Ship the return using the provided carrier instructions.
- Inspection & Refund: Upon receipt, all items will be inspected. Approved refunds are processed within 7–10 business days to your original payment method. Shipping and handling fees are non-refundable unless the return is due to our error or a verified defect.
Damaged, Defective, or Incorrect Items
If your order arrives damaged or incorrect:
- Notify us within 48 hours of delivery at sales@directchairs.com with photos of the issue and packaging.
- We will arrange a replacement or repair at no additional cost once validated.
Cancellations
Orders may be canceled before production or shipment only. Once items enter production or are prepared for shipment, cancellations may incur up to a 10% administrative fee or be deemed non-cancelable (especially for custom or special orders).