Getting a refund from City Furniture can feel like navigating a maze, especially when the policy has conditions buried in the fine print. City Furniture generally allows returns within 3 days of delivery for most items, and you will need your original receipt plus the item in its original condition. Common reasons people seek refunds include damaged deliveries and items that look nothing like the showroom floor. Trustpilot reviews skew negative, with recurring complaints about long processing times and restocking fees. The BBB shows hundreds of complaints filed in recent years, many citing refund denials. Visit City Furniture's official site for their current policy.
What is the City Furniture Refund Policy?
City Furniture operates on a pretty tight return window compared to most big retailers. Most returns must happen within 3 days of delivery, which catches a lot of people off guard. If you miss that window, your options shrink fast.
| Item Category | Refund Eligibility | Typical Outcome |
|---|---|---|
| Furniture (undamaged, original condition) | Eligible within 3 days | Full Refund or Store Credit |
| Furniture (damaged by customer) | Ineligible | No Refund |
| Defective or Damaged on Arrival | Eligible | Full Refund or Replacement |
| Custom or Special Order Items | Ineligible | No Refund |
| Clearance or Final Sale Items | Ineligible | No Refund |
| Mattresses (unopened) | Eligible within 3 days | Full Refund |
| Mattresses (opened/used) | Limited eligibility | Store Credit only (comfort exchange may apply) |
Restocking fees may apply on eligible returns, typically ranging from 15% to 25% of the purchase price. That detail tends to surprise people. A lot of BBB complaints mention this fee appearing without clear upfront disclosure.
What Items Cannot Be Refunded by City Furniture?
City Furniture draws a hard line on several product categories. No exceptions, no matter how nicely you ask.
- Custom or special order furniture (built to your specs, so it cannot be resold)
- Clearance and final sale items (marked at point of sale)
- Opened or used mattresses (outside the comfort exchange program)
- Pillows, mattress protectors, and bedding accessories (hygiene policy)
- Items damaged after delivery (wear, misuse, or assembly errors)
- Gift cards
If your item falls into any of these categories, a standard refund is off the table. Your best move is to document everything before and after delivery anyway, just in case you need to dispute a damage claim.
Ways to Return Your City Furniture Order
City Furniture does not offer a self-service online return portal the way Amazon does. Returns are handled through direct contact or in-store visits, which adds friction.
| Method | Best For | Speed of Refund |
|---|---|---|
| In-Store Return | Fastest resolution, immediate inspection | 1–5 business days to original payment method |
| Contact Customer Service (Phone/Chat) | Damaged items, delivery issues, scheduling a pickup | 7–14 business days depending on case |
| Delivery Team Refusal at Drop-Off | Visibly damaged items on arrival | Fastest, handled same day |
The cleanest option, if the item arrived damaged, is to refuse delivery on the spot. Once the truck leaves, the process gets a lot more complicated. Several Trustpilot reviewers noted that calling customer service after the fact led to weeks of back-and-forth with no clear resolution.
How to Return Your City Furniture Order: Step by Step
You have a narrow window, so move quickly. Here is exactly what to do from the moment you realize something is wrong.
