Returns & Exchanges

Last Updated: Oct 10, 2025

We want your OONNO furniture to feel right in your home. If an eligible item is not the right fit, our 60-Day Home Trial gives you time to decide whether to keep it, exchange it, or return it.

60-Day Home Trial

Eligible OONNO seating products may be returned or exchanged within 60 days of delivery.

The 60-day period begins on the date your order is marked as delivered by the carrier or delivery partner.

For orders delivered in multiple shipments, the 60-day period begins when the final major furniture item in that order has been delivered.

For separately shipped accessories, add-ons, replacement parts, or smaller items, return eligibility may be reviewed based on the delivery date shown by the carrier’s tracking information for that item.

Return Eligibility

To qualify for a return or exchange, the item must:
- Be in like-new condition
- Be used only in a normal residential indoor setting
- Include all original parts, modules, accessories, and hardware
- Be free from stains, odors, pet damage, scratches, tears, punctures, water damage, or excessive wear
- Not be marked as Final Sale, Clearance, Custom, Made to Order, Non-Returnable, or Commercial Use

Eligible Items

Eligible items may include:
- Standard OONNO modular sofas
- Standard chairs and ottomans
- Standard in-stock furniture items
- Non-custom accessories unless marked otherwise

Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:
- Clearance items
- Final Sale items
- Floor samples
- Custom or made-to-order items
- Personalized configurations marked as non-returnable
- Opened bedding materials
- Gift cards
- Items used in commercial, rental, staging, hospitality, or institutional settings
- Items damaged by misuse, pets, stains, odors, water, smoke, improper cleaning, or unauthorized modification

Return Options

Exchange

If the size, configuration, fabric, leather, color, or comfort is not right for your space, we recommend an exchange.

Eligible sofa orders may receive one exchange handling waiver within the 60-Day Home Trial period. Price differences may apply if you exchange for a higher-priced item or configuration.

Store Credit

If you are not ready to choose a replacement immediately, you may choose store credit.

Refund

Eligible returned items may be refunded to the original payment method after inspection and approval.

Original shipping, White Glove Delivery, Room of Choice delivery, assembly, and other service fees are non-refundable unless the return is due to a confirmed OONNO error or covered product defect.

Non-Refundable Service Fees

Original shipping, White Glove Delivery, Room of Choice delivery, assembly, and other completed service fees are non-refundable unless the return is due to a confirmed OONNO error, shipping damage, missing item, incorrect item, or covered product defect.

Return Fees

Our goal is to keep return costs clear and predictable.

Return pickup, return shipping, or repackaging fees may apply. Any applicable fees will be clearly communicated before your return is approved.

For confirmed OONNO defects, shipping damage, missing parts, or incorrect items, approved return or replacement costs will be covered by OONNO.

Original Packaging

We recommend keeping your original packaging for at least 14 days after delivery.

Original packaging helps protect the item during return shipping, but we understand that large furniture packaging can be difficult to store.

If you no longer have the original packaging, OONNO may help arrange return packaging or professional pickup where available.

A repackaging fee may apply and will be clearly communicated before your return is approved.

For confirmed shipping damage, missing parts, incorrect items, or warranty-related service, lack of original packaging will not automatically disqualify your claim.

How to Start a Return or Exchange

To start a return or exchange, contact OONNO Customer Support through our online contact form or by email at service@oonnostudio.com.

Please include:
- Order number
- Product name
- Reason for return or exchange
- Photos showing the full product
- Close-up photos of any areas of concern
- Photos of the outer packaging, if available
- Photos of the internal packaging, if available
- Whether you prefer exchange, store credit, or refund

Please do not send any item back without written approval from OONNO.

Once your return request is approved, we will provide return instructions by email. These instructions may include a Return Merchandise Authorization (RMA), return label, pickup instructions, carrier details, or the correct return address.

Items sent without approval, sent to the wrong address, or sent to the address shown on the original shipping label may be refused, delayed, or returned to sender.

Return Pickup and Shipping

For large furniture items, OONNO may help coordinate pickup through a carrier or delivery partner.

Depending on your location, return pickup may include:
- Curbside pickup
- Room-of-choice pickup
- White Glove pickup
- Carrier drop-off instructions
- Scheduled freight pickup

Please make sure the item is accessible and ready for pickup at the scheduled time. Missed appointments, inaccessible items, or incorrect addresses may result in additional fees.

If you are instructed to ship an approved return yourself, please use a trackable shipping method and provide the carrier name and tracking number to OONNO.

Returns shipped without tracking may result in delayed inspection or delayed refund processing.

Large furniture returns may require proper protective packaging, pallet preparation, or carrier-approved handling depending on product size, region, and pickup method.

If special packaging is required, OONNO will review available options with you before the return is approved.

Refused, Undeliverable, or Failed Delivery Returns

If an order is refused, undeliverable, returned due to an incorrect address, missed appointment, lack of signature, inaccessible delivery location, or customer unavailability, additional handling, storage, return shipping, rescheduling, or redelivery fees may apply.

If the order is cancelled after a failed delivery attempt, applicable fees may be deducted from the refund.

Refund Timing

Once your return arrives and passes our quality check, your refund will be processed within 3–5 business days.

Refunds will be issued to the original payment method whenever possible.

Your bank, credit card issuer, or payment provider may require additional time to post the refund.

If the original payment method is no longer available, OONNO may issue store credit.

Payment Disputes

If you experience an issue with your return or refund, please contact OONNO before opening a payment dispute. Our team will review your case and help resolve eligible issues as quickly as possible.

Opening a payment dispute may delay return, refund, exchange, or warranty resolution while the payment provider reviews the case.

Damaged, Missing, or Incorrect Items

Please inspect your order within 7 days of delivery.

If your item arrives damaged, incorrect, or missing parts, please contact us with:
- Your order number
- Product name
- A brief description of the issue
- Photos or videos of the item
- Photos of packaging and shipping labels, if available

Once confirmed, OONNO may provide one or more of the following solutions at no cost to you:
- Replacement part
- Replacement module
- Repair service
- Exchange
- Refund
- Pickup of the affected item

Please keep the item, packaging materials, and shipping labels until the issue is resolved, as they may be needed for carrier documentation.

Please do not arrange third-party repairs, handyman services, disposal, or modifications without written approval from OONNO. Unauthorized third-party service costs are not reimbursable.

FAQ for Returns

Can I return my OONNO sofa?
Yes. Eligible OONNO seating may be returned or exchanged within 60 days of delivery, provided it is in like-new condition and meets our return eligibility requirements.

Do I need the original packaging?
We recommend keeping the original packaging for 14 days. If you no longer have it, OONNO may help arrange return packaging or pickup where available.

Are custom items returnable?
Custom and made-to-order items are generally not returnable unless they arrive damaged, defective, or incorrect.

How long do refunds take?
Approved refunds are typically processed within 3–5 business days after return inspection.

Related Policies

Shipping & Delivery    Warranty Policy

Cancellation Policy     Track Order