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Return & Terms Policy
Black Swan Furniture is committed to making your buying experience complete, from our beautiful showrooms, to our knowledgeable sales consultants, to your home delivery.
If you are not completely satisfied with your purchase, please contact our customer service department.
Here is our policy on handling furniture purchases.
Stocked Merchandise
Stocked merchandise from our store location in its original condition may be returned less the original delivery fee and a restocking fee. Mattresses are not returnable.
Warranty
Product warranties are provided by the manufacturer and are generally limited to defects in materials and craftsmanship. The manufacturer's warranty begins when the merchandise is delivered. Most manufacturer warranties are for 1 year. You may purchase extended warranties for wood and leather products.
Black Swan Furniture reserves the right to repair any damages. If a repair isn't possible then a replacement piece will be ordered. Should a piece arrive with damage, the customer is responsible for indicating the nature of the damage on the delivery paperwork.
Please call us at 800-785-7131 for any questions at that point. We will handle any issues with the factory, delivering agent, or manufacturer. Please inspect your delivery promptly and carefully. Replacement orders typically will ship in the same length of time as the original order. All damage or other problems must be noted in writing on the bill of lading before signing. It is the customer's responsibility to thoroughly inspect all furniture at the time of delivery and make appropriate notations on the delivery paperwork. It is also the customer's responsibility to notify us within 48 hours of the delivery of any damage. Refunds/returns relating to damage will only be issued/accepted as a result of our inability to repair/order/reorder an item. Issues arising after 48 hours are considered warranty issues.
As Is Merchandise
Merchandise sold AS IS may not be returned. This includes floor samples and items purchased from our Clearance Centers.
Special Order Merchandise
Merchandise sold that is a special order may not be returned. For example California King beds, sofa's that are special
ordered with choice of fabrics may also not be returned.
Delivery
All "White Glove" deliveries are configured for normal conditions. Additional charges may apply for unusual delivery conditions not disclosed at the time of order. Unusual conditions may include, but are not limited to, excessive toll roads, ferries, areas where the delivery vehicle cannot access due to road conditions or weather conditions, narrow driveways, very steep driveways or access roads, very narrow stairways, circular or spiral stairways, stairways with narrow transitions, more than two flights of stairs, narrow doorways or openings. You will be contacted 1 to 10 days prior to delivery to arrange a delivery window.
All in-home and set-ups are configured for two person hand carried scenarios.
No provisions are allowed for machinery, ropes or hoists to be used; nor removal of any doors or windows to allow access. It is the customer's responsibility to have any rooms ready to accept the furniture. The customer is responsible for understanding the furniture dimensions and measuring his/her home to insure that the furniture ordered will fit in the designated areas.
If any furniture needs to hoisted, or special situations as above then the customer will be responsible for any fees for the hoisting or any other company that would have to be brought in for stairs or narrow doorways.
Delivery personnel will not hang items. If additional assistance is required, customer must assume responsibility of all additional charges incurred. Any furniture refused by a customer because it will not fit in a designated room will be subject to a 30% restocking fee plus actual freight charges incurred by Black Swan Furniture.
If your order specifies "curbside" delivery, then the shipping company will be responsible for delivering your furniture only to the curb, front door, garage or other protected area at their discretion. Please be prepared to move the furniture promptly into your home.
All delivery times are estimates based on the manufacturer's and delivering agent's current lead times. Black Swan Furniture will do everything possible to insure that the delivery meets the expected time frame, but cannot be held responsible for delays caused by the manufacturer, supplier or delivery agent.
Sales Tax
Black Swan Furniture will collect the applicable sales tax for any shipment to an address within Florida. Sales tax will not be collected for shipments to other states. It is the customer's responsibility to understand and remit sales tax in accordance with the laws of their home state.
Order Cancellation
Once your order is placed we will submit it to the manufacturer on your behalf. Once the order is placed and shipping we are financially obligated to purchase the furniture from the manufacturer. For this reason, we don't accept order cancellations. Any exception to the cancellation policy will be solely at our discretion. If we deem it appropriate to cancel an order, it will be subject to a 30% cancellation / restocking fee as well as actual shipping charges.
*Refunds are generated through the corporate office. Please allow two weeks to receive your refund.
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