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Satisfaction Guarantee
Your satisfaction with our products and services is of the utmost importance to us. We make every effort to select and sell products constructed of the highest-grade materials and built by selected manufacturers to exacting standards. If there is a problem with your order, please contact us immediately so that we can resolve it promptly.
Please note that the color of images on our website may be affected by the availability of images or the technology used to access our site. We will do our best to display faithful reproductions of products. Please study the product descriptions accompanying the images to confirm color, dimensions and other features. Some of our products are made from natural materials that may exhibit normal color variations. For certain products, you may also request color samples or swatches in advance of placing an order to ensure that you are getting exactly what you want. Please call us if we can help you with that.
Returns
If you are not satisfied with a product, most items can be returned if you notify us within 14 days of the original ship date and return it to us within 30 days of the original ship date. Products must be new, unused, unaltered and uninstalled (with no cut or clipped wires, or contact with water.) The items must arrive with the original packaging and accessories. Products not in original condition will not be accepted for return.
Returns cannot be accepted beyond 30 days from the original ship date.
We cannot accept returns on custom, personalized or special orders; final-sale, clearance or discontinued items; floor samples; or products that have been assembled or modified in any way.
Our products may be shipped from our own warehouse or from individual manufacturers across the country and returns are handled differently by each location. Some manufacturers charge restocking fees and many require Return Merchandise Authorization numbers (RMA). Please retain all shipping cartons, as well as any additional internal packing material in the event that you need to return an item. You may be required to disassemble some products in order to qualify for return authorization. Please keep this in mind when requesting a return of any kind. This may also apply to damaged and/or defective items. Certain teak outdoor furniture pieces, cannot be disassembled once put together. We cannot accept returns of products that have been assembled or modified in any way. (If you require assistance with assembly, please feel free to contact us.)
All return items must arrive at the designated return location in resalable condition.
Returning an Item
Contact The Open Room (208.622.0222) during store hours for a Return Merchandise Authorization number (RMA) prior to returning the product. Products will not be accepted or credited without an RMA number. Please enclose the original packing slip, and briefly explain the reason for the return on the back. Also indicate whether you would like a replacement, exchange, or credit.
All returns and exchanges must be in the original factory carton and include all paperwork, parts, accessories, manuals, and with all merchandising tags attached.
Indicate your RMA number on the packing slip and include your packing slip with your return.
Write your RMA number on a blank piece of paper and securely tape it to the outside of the package to be returned.
Returns must be shipped prepaid directly to the designated location and insured for the full value of the product.
When returning merchandise directly to one of our manufacturers, you must provide us with the return Tracking Number, so that we can verify the return, and apply the appropriate credit.
You will be refunded the shipping charges only if the return is due to a manufacturer error, a shipping error on our part or a defective or damaged item.
Refunds
Occasionally some items are advertised and sold as "Free shipping" items as part of a promotion, or a discounted shipping was offered. The ACTUAL delivery costs will be taken into account and deducted from your credit when the refund for such item is processed.
Full refunds (less ACTUAL shipping fees) will be issued if merchandise is returned prepaid in its original condition within 30 days; otherwise a re-stocking fee may be charged.
Credit card orders will receive refunds in the form of a credit to their credit card, and cash or check payments will receive a refund check.
If the original purchase was charged to another cardholder's account (as in the case of a gift), the refund will be issued as a Gift Certificate.
If a Gift Certificate from The Open Room was used for an online purchase that is returned or if a gift is returned with an online gift receipt, the refund amount will be credited in the form of a Gift Certificate. The Gift Certificate will be emailed to you in 7-10 days from the time the return is processed and is good for use on www.OpenRoomFurniture.com and in our bricks and mortar store.
For orders paid by check, please allow two weeks to receive your refund check.
Cancellations
In stock items sometimes ship within 24 hours after an order has been placed. We will accept cancellation of your order for items that have not shipped or that are on backorder provided you notify us within 24 hours of placing your order. Requests to cancel your order can be made by calling 208.622.0222 during store hours.
Many of our products ship directly from the manufacturer to you. In the event that you want to cancel such an order, we will need to confirm with the individual manufacturer that your order has not been shipped. Once we confirm with the manufacturer that your order has been cancelled, we will issue a refund. If we were not able to cancel your order and it has already been shipped, please do not refuse the shipment as this could result in cancellation fees being assessed.
Once the items are shipped, no cancellation will be accepted, but you may return the goods to the designated location for a refund. However, you will be responsible for all ACTUAL shipping costs to you and return shipping costs to the designated location. The ACTUAL freight may be much higher than the freight we originally charged.
Damaged or Defective Items
Please inspect your order upon receipt with the driver still present. If there is damage to the carton you must note it on the bill of lading. If there is damage to the contents, refuse to accept the product and call The Open Room immediately. If you discover hidden freight damage after the driver has left, be sure to notify both the carrier and The Open Room within 24 hours of delivery to report the damage. Keep the original receipt and all original packing materials.
Merchandise having manufacturer's defects may be exchanged anytime within the warranty period.
Broken glass top tables may not be returned unless the breakage was caused by a manufacturer's defect.
Merchandise that has sustained weather damage may not be returned unless there is a manufacturer's defect. Please note that market umbrellas are not warranted for wind damage.
Fabric and leather treatment services are not refundable.
Delivery fees and pick-up fee
If we are able to accept an item for return, you are responsible for the return freight and insurance.
For customers wishing to return certain non-defective and undamaged merchandise a pick-up fee may be assessed. Delivery Fees are non-refundable.
Gift Cards
Gift Cards and Gift Certificates are not returnable. They cannot be redeemed for cash or applied to any credit card balances. The Open Room Gift Cards and Gift Certificages cannot be replaced if lost or stolen.
Pricing Policy
We reserve the right to correct pricing errors without notice.
Warranties
Many products sold by us come with a limited warranty provided by the product manufacturer. While we attempt to facilitate any warranty work between our customers and the manufacturers, all warranties are provided solely by the manufacturers. The Open Room (openroomfurniture.com) makes no express warranties of any kind and disclaims any implied warranties, including the implied warranty of fitness for a particular purpose and the implied warranty of merchantability. The Open Room shall have no liability to any person or entity with respect to any liability, loss or damage, including actual, indirect, special, incidental or consequential damage, caused directly or indirectly by the use or performance of any product sold by The Open Room.
Misuse by the customer voids all return/warranty policies.
Terms and Conditions of Sale
During the ordering process you will be prompted to check the box confirming that you have read accepted applicable policies and such acceptance will be in lieu of customer’s legal signature.
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