Returns & Refunds

We stand behind every piece we carry and hope you love your selection. If something isn’t right, we want to make it as straightforward as possible to resolve. Please read the following carefully before initiating a return.

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Is My Item Returnable?

Most in-stock items may be returned within 7 days of delivery for a refund or store credit, subject to the conditions below. The following items are not eligible for return:

• Special orders, custom orders, or made-to-order items (COM)
• Items marked as Final Sale
• Items that have been used, assembled beyond inspection, altered, or damaged by the customer
• Clearance items

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What Is the Return Window?

You have 7 days from the date of delivery to initiate a return. Returns requested after 7 days will not be accepted. To initiate, email hello@sutterandvale.com with your order number and reason for return.

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Can I Cancel or Change My Order?

Cancellation and change requests must be made within 24 hours of placing your order. Within this window, email us at hello@sutterandvale.com and we will cancel or adjust your order at no charge. After 24 hours, your order may have already entered processing or production with our manufacturers, and any cancellation or change will be handled under our standard return terms below, including the applicable restocking fee and any non-refundable shipping charges. Special orders, custom, and made-to-order items cannot be cancelled once production has begun.

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How Do I Start a Return?

1. Email hello@sutterandvale.com within 7 days of delivery with your order number and reason for return.
2. We will respond within 1–2 business days with a Return Authorization (RA) number and return instructions.
3. Items must be returned in original packaging, unused, and in resalable condition.
4. Ship your return using the carrier and instructions provided. Return shipping is the customer’s responsibility.

Returns sent without a Return Authorization number will not be accepted.

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How Can I Receive My Refund?

Once we receive and inspect your returned item, we will process your refund in one of the following forms — your choice:

1. Store Credit — Full credit for the purchase price (minus restocking fee) applied to your account. Store credit never expires and can be used on any future purchase.
2. Original Form of Payment — A refund to the original payment method (minus restocking fee and original shipping charges). Please allow 7–14 business days to appear on your statement.

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Why Do You Assess Restocking Fees?

We know restocking fees are never welcome news, and we believe you deserve to understand exactly why they exist. When a piece of furniture is returned, the process involves significantly more than a simple re-shelving: the item must be inspected, re-wrapped and re-crated to manufacturer standards, transported back to the warehouse, and either resold at a discount or returned to the manufacturer. In many cases, freight and white glove delivery costs are non-refundable from our carriers — meaning we absorb those costs on your behalf at the time of delivery.

A 25% restocking fee is assessed on all approved returns. This fee is calculated on the original item purchase price, not including shipping. Original shipping charges are non-refundable.

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What About Special Orders and Custom Items?

Special orders, made-to-order pieces, and any item produced to custom specifications (fabric, finish, size, or COM) are Final Sale and cannot be returned or exchanged. We encourage you to request fabric or finish samples before confirming any custom order.

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Who Pays for Return Shipping?

Return shipping is the customer’s responsibility. For freight-delivered items, return shipping costs can be significant. Contact us at hello@sutterandvale.com and we can help you obtain a freight quote before you initiate.

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When Will I Receive My Refund?

Once your return is received and inspected (typically within 5 business days of warehouse arrival), we will process your refund or store credit. For refunds to the original payment method, please allow an additional 7–14 business days depending on your bank or card issuer.

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Payment Disputes & Chargebacks

If you have a concern about a charge, please contact us first at hello@sutterandvale.com — we can almost always resolve billing questions faster and more directly than your bank. Initiating a chargeback or payment dispute with your bank or card issuer does not release you from the terms of this policy; approved orders, restocking fees, and non-refundable charges remain governed by the Returns & Refunds terms above and by our Terms of Service.

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Received a Damaged Item?

Damage claims are handled separately from returns. See our Damages & Claims Policy for step-by-step instructions. Damage claims must be reported within 48 hours of delivery.