All orders are processed within 24-48 hours of placement. If you wish to cancel your order, please do so within the first 24 hours of placement by simply submitting cancellation email request. Cancellation of an order, which has already been processed, prepared for shipping, in transit, or shipped, is subject to up to a 25% restocking fee as well as shipping charges. Unfortunately, once merchandise has left our warehouses/distribution centers the items/orders can longer be cancelled.
Notice! All cancellation requests must be submitted in writing (via e-mail) for documentation purposes.
RETURN AND REFUND POLICY
We want you to be happy. If for any reason you are dissatisfied with your purchase, simply return the items to us within 14 days of the ship date for an exchange or refund (excluding Shipping, Processing, and Restocking fees). If your item was shipped with a "Free Shipping," promotion we will charge our "actual" outbound shipping charges as the shipping charges are included in the price but the customer will still be charged the round trip shipping costs incurred by City Living. If the return is a result of an error on our part, we will gladly pay for the return shipping and send the correct item to you immediately. Assembly fees are not refundable.
All returns are subject to a 25% restocking fee. Returns are only accepted in their original boxes/packaging and should be unassembled. Once an item has been assembled it is no longer returnable. You will be refunded once City Living receives the returned merchandise. Always measure the space you plan on placing the furniture to make sure it will fit prior to making an order.
Once a returned item is received in our warehouse, the return or exchange will be processed immediately. For credit card orders, you can expect to see your refund credit within 3-5 business days. For check and money orders, you can expect to receive your refund check within 7-10 business days.
If your furniture arrives as promised and you are dissatisfied for some reason, we will work with you to resolve the problem. Your satisfaction is our main goal. Unfortunately, we cannot take returns of customized, personalized, special-order, or final-sale items or products that were damaged through normal wear and tear.
Item(s) do NOT qualify as Non-damaged or Non-defective Return if:
a) YOU received delivery of an item(s) with a finish, color, or texture that is different from what YOU saw at the City Living website, any website other than City Living, at a physical furniture store, or recommendations YOU received from a City Living sales representative. Finishes and colors online may not accurately represent the true color or pattern. YOU accept liability for YOUR purchase.
b) You or a City Living representative on your behalf places an order through the City Living website and the item(s) listed in the order confirmation are incorrect, YOU are responsible for (1) reviewing the email order confirmation details; (2) notifying City Living within 24-hours if YOU did NOT receive the order confirmation email; (3) any errors, typos or inaccuracies in the order confirmation email so that City Living may revise the order details to reflect what YOU want to order and where YOU want the order shipped to.
c) Should customer refuse delivery because the purchased item(s) cannot fit into home or room(s) by the customer or delivery agents, then the customer is responsible for any/all return costs in accordance with our return policy.
If you wish to return or exchange merchandise, please follow these steps:
1. Our customer service representative must be notified within 48 hours after the delivery if you wish to exchange or return merchandise for refund.
2. The merchandise must be in its original brand new condition and in original packaging. Item(s) must be unused and free from damage, pet hairs, soil, or stains. No refunds or exchanges will be allowed if the merchandise has been used.
3. All returns and exchanges of non-defective opened merchandise are subject to 25% restocking fee.
4. Carefully repack your return in its original packaging including the entire manufacturer accessories as well as the manufacturer warranty cards and paperwork. Enclose the original receipt with your return. No returns will be accepted without the receipt.
5. No returns will be accepted without the original manufacturer packaging.
6. If customer discards the original packaging, or it was removed from the premises by the delivery agent, it is considered an open item.
7. Original shipping charges are non-refundable.
8. Shipping charges to return merchandise are non-refundable.
9. Protection plan can not be canceled after the order is delivered.
If delivery is refused because the purchased item(s) cannot fit into the home or room(s) by the delivery agents, the customer is responsible for any/all return costs as well as a 25% restocking fee. It is solely the customer's responsibility to measure the room(s), delivery path prior to purchase/delivery.
DAMAGED & DEFECTIVE GOODS
Both City Living and our vendors make every effort to pack items so that they will arrive at your door safely. At City Living we understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand behind you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item.
Please make sure that you inspect the packages at the time of delivery. If the box has any damage, or if there is any reason you are concerned with its packaging or delivery, please write, "Product Damaged" clearly on the sheet the delivery agent asks you to sign. This simply insures that if there is any damage, it will be easy to take care of the problem. If the product is refused and the damage is noted on the delivery receipt; we will send a free replacement to correct the problem.
NB! Warranty is null and void if furniture has been moved from the original point of delivery by the consumer.
In the event of hidden or concealed damage, you may contact our Customer Service department at (866) 551-4332 and a representative will be glad to assist you. Pictures are required and must be reported to us within 5 days of arrival. Based upon the review of the pictures, we will send replacements free of charge, send new parts, offer a manufacturers discount, or send a professional furniture technician to your home for repairs. City Living will repair or replace the damaged or defective goods for no additional charge. If a return is desired instead of replacement, the "Return Policy" applies. Since every damage situation is unique we have several options to help achieve 100% customer satisfaction based upon the specific damage.
Failure to follow return procedures for the damaged item may result in refund delays or application of in-store credit only. Please note that returned items found to be in working condition or shipped as ordered may not be eligible for a full refund and return shipping may be deducted from the refunded amount.