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Return Policy

Effective date: 03-01-2025

We want you to feel confident about your purchase. If something isn’t right, eligible items may be returned within 30 days of delivery or pickup.

Eligibility

To qualify for a return:

  • Item must be in the same condition as received, unused/unworn, with all parts, accessories, and original packaging (where applicable).

  • You’ll need your receipt or order number.

  • Returns must be authorized in advance.

Non-returnable items:

  • Mattresses, mattress toppers, pillows, bedding, and other intimate items

  • “As-Is,” clearance, or final-sale items (marked at time of purchase)

  • Customized or special-order items

  • Assembled/installed items that cannot be returned to saleable condition

  • Gift cards

If you’re unsure about an item’s eligibility, contact us before purchasing or scheduling a return.

How to Start a Return

Email shop@houstonfurniturebank.org with your order number, item(s), and reason for return. We’ll reply with approval and next steps.

Return locations:

  • By drop-off:
    8220 Mosley Rd, Suite B, Houston, TX 77075 (during store hours)

  • By carrier or arranged pickup:
    If the item was delivered, we can help arrange a pickup for a fee based on distance and item size. Prepaid labels are not provided for large furniture returns.

Items sent back without prior authorization will not be accepted.

Damages & Issues

Please inspect your order upon pickup/delivery. If an item is damaged, defective, or incorrect, contact us within 48 hours with photos so we can evaluate and make it right.

Exchanges

The quickest way to get what you want is to return the item (once approved) and place a new order. If inventory allows, we can facilitate a direct exchange at the warehouse or via scheduled delivery/pickup; applicable delivery fees apply.

Refunds

Once your return is received and inspected:

  • Approved refunds are issued to your original payment method within 10 business days.

  • Delivery fees and service charges are non-refundable.

  • If a pickup/return transport was arranged through us, that fee is non-refundable once the service is scheduled.

  • In some cases, a restocking fee (up to 10%) may apply for items requiring significant repackaging or repair.

If more than 15 business days have passed since your refund approval, contact shop@houstonfurniturebank.org.

Scheduling & Access

For any delivery or pickup service, please ensure safe and clear access (measure doorways, hallways, and stairs). Redelivery or failed-attempt fees may apply if we cannot complete a scheduled service due to access constraints.

Questions

We’re here to help: shop@houstonfurniturebank.org or (713) 842-9771 (Mon–Sat, 10:00 AM – 6:00 PM).