Refund policy

Policy Overview

At Swivels and Gliders, we want you to feel confident when purchasing furniture for your home. We know these are important purchases, and we believe a clear, fair returns process is part of great customer service. If something is not right, we will work with you to find the best path forward.

Because our products are large, carefully handled items, returns and exchanges must meet the guidelines below.

Return & Exchange Eligibility

To be eligible for a return or exchange, the item must be in new, unused condition with all original parts, accessories, hardware, and packaging materials included. Items that have been assembled, installed, used, altered, or damaged after delivery are not eligible for return.

We encourage customers to inspect their order promptly upon arrival and contact us right away if there are any concerns.

Return Window

Return requests must be submitted within 30 days of delivery.

For items shipped by freight carrier, any visible or concealed damage must be reported within 48 hours of delivery. For items shipped by small parcel carriers such as UPS or FedEx, damage must be reported within 15 days of delivery. Reporting within these timeframes helps us resolve issues quickly and coordinate with the carrier when needed.

Return Shipping Responsibility

For returns requested due to preference, change of mind, or other customer-initiated reasons, the customer is responsible for return shipping costs. We can provide a prepaid return label when available, and the cost of that label will be deducted from the refund.

A $150 restocking fee applies to approved customer-initiated returns. If the return is the result of a damaged item, defective product, or an error on our part, Swivels and Gliders will cover return shipping costs in full.

Please take note of the above policy regarding customer-initiated returns and the restocking fee. If you have any questions about a product before your purchase, please reach out to support@swivelsandgliders.com.

How to Start a Return or Exchange

To begin a return or exchange, please email support@swivelsandgliders.com with your order number, a brief explanation of the request, and photos if the item is damaged or defective.

Our team will review the request and provide return instructions along with a return merchandise authorization. Please do not send an item back without approval, as unauthorized returns may be refused.

Once the item is received and inspected, we will confirm whether it meets return eligibility requirements and process the next step.

Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible within the reporting window noted above. Photos of the item, packaging, and shipping label help us resolve claims faster.

If we determine that the issue is due to damage in transit, a product defect, or a fulfillment error, we will make it right. Depending on the situation, this may include replacement, exchange, repair support, or a full refund. In these cases, we cover all related shipping costs.

Cancellations

Orders may be canceled for a full refund any time before they have shipped.

Once an order has shipped, it can no longer be canceled and will fall under our standard return policy if eligible.

Refund Processing Time

Approved refunds are processed within 7 business days after the returned item has been received and inspected. Refunds are issued to the original payment method.

Original shipping charges are refunded. If return shipping or restocking fees apply, those amounts will be deducted from the total refund.

Our Error vs. Customer-Initiated Returns

If the return is due to our error, a damaged item, or a verified defect, we will cover the full cost of return shipping and issue the appropriate refund or replacement.

If the return is requested for personal preference, room fit, comfort preference, finish preference, or any reason unrelated to damage, defect, or fulfillment error, return shipping is the customer’s responsibility and the $150 restocking fee will apply.

Exchanges Process

If you would like to exchange an item, please contact us first so we can confirm eligibility and next steps. Approved exchanges follow the same return condition requirements and return window as standard returns.

For customer-requested exchanges, the customer is responsible for both the return shipping cost and the cost to ship the replacement item.

Final Reassurance Statement

We believe buying furniture online should feel clear and dependable. Our goal is to provide thoughtful support, honest communication, and a process that is fair to our customers and respectful of the care required to ship high-quality furniture. If you have any questions before or after your purchase, please reach out to support@swivelsandgliders.com. We are here to help.