Cancellations and Refunds Policy
At Eve Furniture, we are committed to ensuring a smooth shopping experience. This policy applies to all orders placed on evefurn.com. By completing checkout, you agree to the terms below.
How Payment Works:
- When you place an order, your payment method is authorized (a temporary hold).
- After placing your order, an Eve Furniture representative will confirm your order details via email.
- Payment is captured (charged) after your confirmation or within 48 hours of the transaction, whichever comes first.
- Payment Not Yet Captured: The authorization is voided and you are not charged. This is a 100% refund, including delivery fees.
- Payment Already Captured: The 3% card processing fee charged by our payment processor is non-refundable. Eligible cancellations receive a 97% refund of the merchandise price.
How to Request a Cancellation or Change:
- Contact us at (281) 800-9057 or email info@evefurn.com and include your order number.
- A request takes effect when we receive it. All time windows are measured from the time shown on your order confirmation email.
Cancellation Terms by Order Stage:
| Order Stage | Can I Cancel or Change? | Refund |
|---|---|---|
| Within 48 hours of ordering, not yet shipped | Yes | 100% if payment not captured 97% if payment captured |
| After 48 hours, item not yet at our warehouse | By request, approved at Eve Furniture's discretion | 100% if payment not captured 97% if payment captured |
| After 48 hours, item at our warehouse or ready for delivery | By request, approved at Eve Furniture's discretion. Requires an approved RMA. | 70% of merchandise price (30% restocking and handling fee) |
| Shipped, In Transit, or Out for Delivery | No. Orders cannot be cancelled or modified. | None. See Refused Deliveries. |
| Delivered | Return only with an approved RMA | 70% of merchandise price, minus return shipping costs |
"Shipped" means your order has been handed to a freight carrier or parcel service, or loaded for delivery by our delivery team.
Order Modifications:
- Modifications follow the same rules as cancellations. Modifications include changes to items, quantities, colors, finishes, delivery address, delivery date, or delivery method.
- No Modifications After Shipment: Once an order is marked Shipped, In Transit, or Out for Delivery, no modifications of any kind can be made. This includes changes to items, quantities, delivery address, delivery date, or delivery method.
- Any carrier fees for redelivery, rerouting, storage, or address correction requested after shipment are the customer's responsibility and are non-refundable.
- Approved modifications before shipment may change your order total and estimated delivery date.
Expedited and Rush Orders:
- Expedited orders may ship within hours of purchase. For these orders, the cancellation and modification window closes as soon as the order is marked Shipped or In Transit, even if that happens before 48 hours have passed.
Special Orders and Backorders:
- Backordered Items: If you choose to wait for a backordered item, your order becomes a non-cancellable special order. If we approve a cancellation as an exception at our discretion, a 30% restocking fee applies.
Measurements and Fit:
- Product dimensions are listed on each product page. Before ordering, you are responsible for measuring doorways, hallways, stairways, elevators, and the room where the item will be placed.
- An item that does not fit your space or entryway is not a defect and is not a valid reason for a fee-free refusal or return.
- Our delivery team does not remove doors, door frames, railings, or windows, and does not hoist furniture. If an item cannot be delivered because it does not fit, it is treated as a refused delivery.
Delivery Appointments and Missed Deliveries:
- We will contact you to schedule your delivery appointment. You or an authorized adult (18 or older) must be present to receive and sign for the delivery.
- You may reschedule at no charge with at least 48 hours' notice before your appointment.
- Missed Delivery: A delivery is considered missed if the appointment is changed with less than 48 hours' notice, or if no one is present, we cannot reach you, or we cannot access the delivery location. Missed deliveries are subject to a redelivery fee equal to the original delivery fee, which must be paid before a new appointment is scheduled.
- Unclaimed Orders: If delivery is not rescheduled within 14 days of the first missed appointment, the order will be cancelled and refunded at 70% of the merchandise price (30% restocking and handling fee). Delivery fees are non-refundable.
Inspection at Delivery and Refused Deliveries:
- Please inspect all items at the time of delivery before signing. Note any visible damage on the delivery receipt.
- Items you accept and sign for are considered delivered in good condition, except for concealed damage reported within 48 hours as described under Damaged or Missing Items.
- Refusing a delivery does not cancel an order. Refusing any item, in full or in part, for any reason other than visible shipping damage documented at delivery is processed as a return.
- Reasons such as the item not fitting, a change of mind, or color or style preference do not qualify for a fee-free refusal.
- Full Refusal: Subject to a 30% restocking fee and a return transport fee equal to the original delivery fee. Delivery fees are not refunded.
- Partial Refusal: Refused items are subject to a 30% restocking fee. Delivery fees are not refunded. Accepted items remain subject to our standard return terms.
- Refunds for refused items are issued only after the items are returned to our warehouse and inspected. Refusing a delivery does not restart or extend any cancellation window.
Merchant's Inability to Meet ETA:
- If we cannot meet the estimated time of arrival (ETA) and your order has not yet shipped, you may cancel for a 100% refund if payment has not been captured, or a 97% refund if it has.
- Once the order has shipped, it cannot be cancelled and the shipped-order terms above apply.
Damaged or Missing Items:
- All damage and missing-item claims must be submitted within 48 hours of delivery. Claims submitted after 48 hours will be denied.
- Standard Orders: Submit your claim using our Damage Claim Form.
- Orders With Package Protection: If you purchased package protection at checkout, submit your claim through the Package Protection Claims Portal. Claims are subject to the package protection provider's terms.
- Include clear photos of the damage, the packaging, and the shipping label. Claims without photos cannot be processed.
- Approved claims are resolved by repair, replacement part, or replacement item at Eve Furniture's discretion. We will work to resolve the issue within 24 hours of receiving a complete claim. If a return is still requested, a 30% restocking fee will apply.
Warranty Repair Declined by Customer (Return After Repair Offer)
If Eve Furniture offers to repair or replace merchandise under warranty and the customer declines the repair solution and instead requests a return:
- The return may be approved at Eve Furniture's discretion and requires an approved RMA.
- Return shipping costs are the customer's responsibility and are non-refundable.
- The customer is responsible for properly preparing, packaging, and securing the merchandise for freight carrier pickup.
- Eve Furniture is not responsible for damage caused by improper packing or preparation for carrier pickup.
- Any applicable restocking or cancellation fees will still apply.
Shipping Fees – Non-Refundable (All Orders)
Once payment has been captured, all shipping, delivery, freight, and handling fees are strictly non-refundable.
This applies to single-item orders, multiple-item orders, partial shipments, and combined shipments.
Shipping fees will not be refunded even if an order is cancelled, returned, delayed, refused, or partially fulfilled.
Refunds
- Refund percentages apply to the merchandise price. Sales tax is refunded in proportion to the refunded amount.
- Refunds are issued to the original payment method only and may take 5–10 business days to process depending on your bank.
All Sales Final:
- Outside the terms above, all sales are considered final unless a valid Return Merchandise Authorization (RMA) is issued.
- An RMA may be issued for items delivered in good condition if reported or requested within 48 hours of delivery. 30% restocking fee and return shipping will apply
Ownership and Return of Merchandise
- If a refund or chargeback is issued, ownership of the merchandise reverts to Eve Furniture.
- The buyer must return the merchandise in its original condition and cooperate with the return process.
- Failure to return merchandise may result in legal action.