Getting a refund from CB2 is trickier than it should be. Their standard return window is 30 days, and items must be in original, unused condition with proof of purchase. Common reasons people seek refunds include receiving damaged furniture and items that look nothing like the product photos. CB2's BBB profile shows hundreds of complaints filed in recent years, with recurring themes around refund denials, slow processing, and restocking fees on large items. Trustpilot sentiment skews negative, with customers flagging unresponsive support. Visit CB2's official policy at cb2.com before starting any return. This guide walks you through exactly what to do.
What is the CB2 Refund Policy?
CB2 positions itself as a premium modern furniture brand, and their return policy reflects that. Returns are accepted within 30 days of delivery or in-store purchase. Items must be in original condition, unused, and accompanied by a receipt or order confirmation. Furniture and large items are subject to additional scrutiny, and some carry restocking fees up to 15%. Custom or made-to-order pieces are generally final sale.
| Item Category | Refund Eligibility | Typical Outcome |
|---|---|---|
| New, Unused Items (with receipt) | Eligible | Full Refund |
| Opened but Unused Items | Eligible (case-by-case) | Full Refund or Store Credit |
| Used or Assembled Furniture | Ineligible | No Refund |
| Defective or Damaged Items | Eligible | Full Refund or Replacement |
| Custom or Made-to-Order Items | Ineligible | No Refund |
| Sale or Clearance Items | Ineligible (most cases) | Store Credit Only |
| Gift Cards | Ineligible | No Refund |
What Items Cannot Be Refunded by CB2?
CB2 explicitly excludes several item types from their standard refund policy. If your item falls into one of these categories, you are unlikely to get cash back regardless of condition.
- Custom or made-to-order furniture (non-negotiable final sale)
- Gift cards (no refund, no exchange)
- Clearance or final sale items (marked at point of purchase)
- Items that have been assembled or used
- Items returned after 30 days (outside the return window)
- Items without original proof of purchase
If you are unsure whether your item qualifies, call CB2 customer support before attempting a return. Showing up at a store with a non-returnable item wastes everyone's time.
Ways to Return Your CB2 Order
CB2 offers a few return paths, but not all of them are equally painless. In-store tends to be the fastest. Online returns for large furniture pieces can drag on for weeks.
| Method | Best For | Speed of Refund |
|---|---|---|
| In-Store Return | Small items, immediate resolution | Instant (1–3 business days to bank) |
| Online Return Portal | Convenience, no nearby store | 7–14 business days after receipt |
| Customer Support (Phone/Chat) | Damaged items, wrong items, disputes | Varies (3–21 days depending on complexity) |
| White Glove Pickup (Large Furniture) | Bulky items that cannot be shipped back | 10–21 days after pickup |
One thing worth noting: several users on Reddit and Trustpilot have reported that the online return portal times out mid-process. If that happens, try desktop instead of mobile. Weirdly, that fix actually works for some people.
How to Return Your CB2 Order: Step by Step
Before you do anything, gather your proof of purchase and check that your item is still within the 30-day return window. Moving fast matters here.
