Refund & Returns Policy
Suburban Casa conducts business under a strict refund and returns policy. Refunds and returns are only applicable to the following:
-in the same condition you received it, unused, with tags, and in its original packaging with all original product manuals, materials, parts, and instructions
- if the furniture is broken or in terrible condition upon arrival and is no longer usable
- if the furniture never arrives to the provided destination (we will verify this)
If your furniture has any damages please note this immediately and email support@suburbancasa.com or call our support line at +1 (855) 965-1675. We will ask for proof of purchase and photographic or video evidence of the damage.
Furniture that has issues and is not reported to us within 24 hours of delivery may not be refunded.
All claims for buyer's remorse returns must be made within 15 days of receipt of merchandise, and only apply to merchandise in perfect (as-shipped) condition and in the original, undamaged packaging, with all parts, manual, and materials.
Conditions listed above must be met in order to remain eligible for a refund. Suburban Casa reserves the right to reject any refund, exchange, or return that does not meet our requirements. Refund requests that do not qualify with the conditions listed above will not be accepted.
You must speak with us first to inquire about returning your product and receiving a return authorization. Items sent back to us without first requesting a return authorization will not be accepted. Any unauthorized returns will be refused and returned at the customer's expense.
To remain eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Any items without the packaging may not be accepted and a refund may not be issued. To complete your return, we require a receipt or proof of purchase. We will provide you details via email to send your purchase back to the manufacturer. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. For products sold with "Free Shipping," the actual freight cost to originally ship the product will be deducted from your refund. Shipping charges on returns due to no fault of the customer, such as damage upon delivery or incorrect items, shall be the responsibility of Suburban Casa. Otherwise, you will be responsible for the original cost of shipping, and we will not cover any additional shipping costs for unauthorized or buyer's remorse returns.
The customer is responsible for the costs of return shipping for any unauthorized or buyer's remorse returns. We recommend you use a tracking number with insured shipping, as well as a required signature to assure that your return reaches the warehouse. The customer will be liable if the return is lost in shipping and no refund will be issued.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. In the event the product is received in a condition which we consider unacceptable, we reserve the right to deny your return.
If you are approved, then your refund will be processed, you will receive an email confirming your refund, and a credit will automatically be applied to your credit card or original method of payment which should appear in your account within 10 business days.
Suburban Casa is not responsible for reimbursement of any labor costs or project delays due to the receipt of damaged goods. We recommend that you wait to schedule installation until after you have received your furniture and confirmed that all pieces are in satisfactory condition.
Exchanges and Replacements
We assure replacement of an item if it is defective or damaged upon delivery. Damages need to be noted within 24 hours of receiving the item and our support team must be contacted immediately at support@suburbancasa.com. We will require proof of purchase along with photographic or video evidence of the damage. Please do not disregard any damaged items or part of the packaging as we will need all parts of the order to assess damages. Once we evaluate the damage we will send you a replacement for the damaged parts. If it is not possible to send you a replacement part we will issue you a refund. For any damage that occurs after delivery, replacement will be contingent upon the brand's warranty. Please refer to the brand's Warranty Policy for more information.
If you believe you received the incorrect item please verify the item number and compare it with your order confirmation. If the wrong item was sent, please email us at support@suburbancasa.com within 24 hours of delivery. We will require a copy of the original order confirmation, shipping invoice, and pictures or videos clearly showing the incorrect item. Once we receive these things we will initiate the process to exchange your item. The wrong item must be unused and still in the original package in order to remain eligible for an exchange. As soon as we receive and confirm the incorrect item we will send you the correct one. We will only exchange an incorrect item. Under no other circumstances will we exchange any other products.
Fees
All orders are automatically processed and sent to the warehouses for shipment. During this process we incur irreversible fees. You can cancel any orders for free before shipment. Please note that we can only accommodate changes or cancellations to orders within the first 12 hours of placement, and only if the item has not already left the warehouse.
Some orders, especially order placed before 3 PM EST, will ship the same day. However, some may ship earlier in the day depending on the time the order is placed. If the item has already shipped you will be unable to cancel your order, and will instead need to initiate a return once you receive the item. A request for return will need to be submitted before sending your item back, and you will be responsible for arranging shipping, and subject to shipping and restocking fees.
Some brands charge a restocking fee for returned items. This may apply to your order if the furniture is refused at delivery for any reason other than the items being damaged, if the furniture is returned without authorization, buyer's remorse returns, or if the furniture does not meet our conditions to be eligible for a return upon return inspection. If any of these events occur, the restocking fee applies and will be deducted from your refund.
Restocking Fees are as followed:
- Ancerre Designs: 25%
- Canned Heat (Amantii, Sierra Flame, Rammi): 20%
- Casa Mare: 20%
- Fresca: 15%
- KubeBath: 25%
- Legion Furniture: 15%
- Manhattan Comfort: 20%
- RTA Products (Techni Mobili & Techni Sport): 20%
- Vinnova: 25%
- Whiteline Modern Living: 25%
Orders that are not damaged and refused at delivery will incur both the restocking fee from the brand as well as the 10% cancellation fee, and any additional costs from the freight company for return shipping.
Refunds Using Financing
If you used Affirm, Klarna, or Shop Pay Installments to pay for your order, refunds are processed in different ways, depending on the status of your payment schedule, how much you have paid, and if the store has processed a full or partial refund.
Full Refund
If a full refund is registered on your order, possible remaining payments will be canceled and the already paid amount will be refunded to the card used to make the payment.
Partial Refund
In case the partial refund was more than the remaining balance on your order, the amount will be deducted from the outstanding balance first and the difference will automatically be refunded to the card you used to pay off the purchase.
In case the partial refund was less than the remaining balance on your order, the amount will be deducted from the outstanding balance and spread evenly over the remaining payments.
Please note, if using Affirm any interest paid will NOT be refunded. Additionally, any fees (such as late fees) will not be refunded either.
Late Refunds
Please allow up to 10 business days for a refund to show up in your account. If 10 business days have passed and you haven't received a refund, check with your bank or credit card company. It may take some time before your refund is officially posted.
If after 10 days you have reached out to your financial institution and still have not received your refund, please contact us at support@suburbancasa.com.