Buying furniture online or in-store can be stressful, especially if you're not sure about the return process. Bassett Furniture, a well-known brand for quality home furnishings, has a clear return policy designed to protect customers. However, like many furniture retailers, there are specific rules and timeframes you need to follow to get a full refund. This guide breaks down everything you need to know about the Bassett return policy, including step-by-step instructions, common pitfalls, and practical tips to make your return hassle-free.
Understanding Bassett's Return Window and Eligibility
Bassett offers a 30-day return window from the date of delivery. To be eligible for a return, items must be in their original condition, unused, and free of damage. Custom orders, including upholstery with your chosen fabric or finish, are generally final sale and cannot be returned. Stock items that are in original packaging are eligible, but you need to act quickly. Check your delivery receipt for the exact date. If you miss the 30-day window, Bassett may still accept returns but could charge a restocking fee or offer store credit only. Always verify eligibility by contacting Bassett customer service or visiting their website.
Step-by-Step Guide to Returning Bassett Furniture
Follow these steps to ensure a smooth return process:
Step 1: Gather Your Order Information
Locate your order number, delivery date, and receipt. This information is required to start the return.
Step 2: Contact Bassett Customer Service
Call 1-888-303-4440 or use the live chat on their website. Explain that you want to return an item. They will verify eligibility and provide a Return Authorization (RA) number.
Step 3: Prepare the Item for Pickup
Bassett will arrange for a pickup of the item. You must have the furniture in its original packaging or adequately protected to avoid damage during transit. Disassemble if necessary.
Step 4: Schedule the Pickup
Work with the customer service representative to choose a pickup date. Typically, pickups are scheduled within 5-7 business days.
Step 5: Receive Your Refund
Refunds are processed after the item is received and inspected. The original payment method is refunded, usually within 10-14 business days. Shipping and handling fees are not refundable unless the return is due to a Bassett error.
Common Mistakes and How to Avoid Them
Mistake 1: Missing the 30-Day Window
Many customers assume they have longer, especially for large furniture. Set a calendar reminder for day 25 to start the process. If you are close to the deadline, contact Bassett immediately; they may grant an extension in some cases.
Mistake 2: Not Keeping Original Packaging
Bassett requires items to be returned in original packaging or equivalent protection. If you discard the box, you may be charged a packaging fee. Keep all boxes and packing materials until you are certain you want to keep the item.
Mistake 3: Returning Custom Items
Custom orders are non-returnable. Double-check if your item is a stock piece or custom. If you are unsure, ask the sales associate before purchasing. For custom upholstery, request a fabric swatch or sample to avoid disappointment.
Mistake 4: Ignoring Restocking Fees
While most returns within 30 days have no restocking fee, items that are damaged, missing parts, or returned after 30 days may incur a fee of up to 25%. Inspect the item carefully upon delivery and report any issues immediately.
Real-World Tips for a Smooth Bassett Return
Based on customer experiences, here are actionable tips:
Tip 1: Inspect Delivery Immediately
When your furniture arrives, check for scratches, dents, or defects right away. If you find damage, refuse the delivery or note it on the delivery receipt. Taking photos helps if you need to dispute charges.
Tip 2: Save All Documentation
Keep the order confirmation, delivery receipt, and any email correspondence. This makes the return process faster if issues arise.
Tip 3: Ask About White-Glove Delivery
Bassett offers white-glove delivery where they set up the furniture and remove packaging. While this costs extra, it reduces the risk of damage and ensures you can inspect the item properly before the driver leaves.
Tip 4: Know Your Rights
If the furniture is defective or not as described, Bassett is responsible for return shipping and may offer a replacement or full refund. Do not accept a restocking fee in such cases. Reference their policy and escalate if needed.
Frequently Asked Questions
Can I return a custom-order sofa to Bassett?
No, custom orders are final sale. Only stock items in original condition within 30 days can be returned.
How long does it take to get a refund from Bassett?
Refunds are processed within 10-14 business days after Bassett receives and inspects the returned item. The refund goes back to your original payment method.
Does Bassett charge a restocking fee?
No restocking fee for returns within 30 days if the item is in original condition. Returns after 30 days or with damage may incur a fee up to 25%.
What if my furniture arrives damaged?
Contact Bassett immediately. They will arrange a replacement or refund at no cost to you, including return shipping. Document the damage with photos.
Can I return a Bassett item purchased from a third-party retailer?
No, Bassett's return policy applies only to items purchased directly from Bassett stores or their website. For third-party purchases, you must follow that retailer's policy.
Final Thoughts on Bassett's Return Policy
Bassett's return policy is customer-friendly but requires attention to detail. The key takeaways are: act within 30 days, keep original packaging, and avoid custom items if you are unsure. By following the steps above and avoiding common mistakes, you can ensure a smooth return process. Remember to inspect your furniture upon delivery and contact customer service promptly if you have any issues. With this guide, you can shop at Bassett with confidence, knowing exactly what to do if something doesn't work out.