Refund policy

At Walnutry, we want you to feel confident bringing a made-to-order piece into your home. Please review our policy for order changes, cancellations, returns, exchanges, and refunds below.

1. Order Changes & Cancellations

Because Walnutry furniture is made to order, cancellations and order changes are time-sensitive.

Within 1 business day: You may change or cancel your order free of charge within one business day of placing it.
After 1 business day: Changes or cancellations made after one business day may incur a 10% cancellation fee to help cover production planning, material allocation, and administrative costs.
After final production begins (before shipping): Once your piece has entered final production, changes are no longer possible — but cancellation may still be available before the piece ships, subject to a 15% cancellation fee, as materials and workshop labor have already been committed to your order. Contact us and we will confirm whether your order can still be cancelled.
After shipping: Orders cannot be cancelled once they have shipped. After delivery, our 90-Day Return Policy applies to eligible pieces.

2. 90-Day Return Policy

We offer a 90-day return policy on eligible Walnutry pieces. You have 90 days after receiving your order to request a return.

Standard made-to-order pieces are eligible for return. This means our regular catalog products, made in standard sizes, finishes, and upholstery options offered on the product page, may be returned within the 90-day return window.

To be eligible for a return, the item must be:

In the same condition in which you received it
Free from damage, stains, misuse, excessive wear, or modification
Accompanied by the receipt or proof of purchase
Returned with original packaging whenever possible, or packaged safely and securely for furniture freight transport

3. Non-Returnable Items

The following items are not eligible for return:

Custom or personalized pieces made outside our standard product options
Custom dimensions, custom finishes, or special-order modifications
Final sale items clearly marked as final sale at the time of purchase
Gift cards
Items damaged due to misuse, improper care, accidents, or unauthorized modification

Note: A standard made-to-order item is not considered custom simply because it is made after your order is placed.

4. Return Shipping & Deductions

For returns due to preference — size, color, comfort, style, or change of mind — the following apply:

Return shipping costs are the customer's responsibility, arranged through an approved carrier.
Original outbound shipping and delivery costs actually incurred by Walnutry — including white-glove delivery fees — will be deducted from the refund, even where your order originally qualified for free shipping. We will state this amount clearly when your return is approved, before anything ships back.

If your item arrives damaged, defective, or incorrect, Walnutry will make it right and will cover approved replacement or return shipping costs related to the issue — no deductions apply.

Because furniture is large and heavy, return shipping must be arranged through an approved carrier. Please do not ship furniture back without contacting us first. Items sent back without prior authorization will not be accepted.

Return packaging responsibility: Please repack returns carefully, using the original packaging whenever possible. Items damaged in return transit due to insufficient packaging may be eligible for only a partial refund, based on the condition in which they arrive back to us.

5. Delivery Inspection & Damages

Please inspect your order carefully when it arrives.

Visible damage at delivery: Note the damage on the delivery receipt or Proof of Delivery before signing, take clear photos of the packaging and product, and contact us as soon as possible at support@walnutry.com. If the item is severely damaged at delivery, you may refuse the shipment and contact us immediately.
Concealed damage (discovered after unpacking): Please report it to us within 5 days of delivery, with photos of the item and its packaging. Freight carriers impose strict time limits on concealed-damage claims, and reporting within this window preserves the strongest remedies. We will still do our best to assist with reports made later, but late reporting may limit the resolutions available.

Damage claims are much easier to resolve when damage is documented at the time of delivery.

6. How to Start a Return

To start a return, please contact us at support@walnutry.com within 90 days of receiving your order.

Please include:

Your order number
The item you would like to return
The reason for the return
Photos of the item and packaging condition

If your return is approved, we will provide return instructions, confirm any applicable deductions in writing, and help coordinate the appropriate return shipping process. Items sent back without prior authorization will not be accepted.

7. Exchanges

If you would like a different item, finish, size, or configuration, the fastest option is to return the original eligible item and place a new order once the return has been approved.

Because our pieces are made to order, replacement items will follow the current production timeline listed on the product page.

8. Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the refund — less any deductions confirmed at approval — will be issued to your original payment method within 10 business days. Please note that your bank, credit card company, PayPal, or financing provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@walnutry.com.

9. Questions

If you have questions about whether your item is eligible for return, please contact us before placing your order.

Email: support@walnutry.com
Hours: Mon–Sun, 10AM–9PM (PST)