DWR Return, Refund and Exchange Policy

DWR Order Policies:

Read below for DWR Order Return and Refund Policy, Price Match Policy, Exchange and Cancellation Policy.

Design Within Reach Return, Refund and Exchange Policy

Returns

How to Initiate a Return

Contact Information:

• Phone: 1.800.944.2233
• Email: [email protected]
• Online: Start a Return

Return Timeline

• 30 days from delivery to initiate a return with customer service
• Items must be inspected upon delivery and any issues reported within 30 days

Return Conditions

• Items must be returned in original condition
• Original packaging materials, receipt, and all merchandise tags must be retained
• Returns are accepted only at DWR warehouse (except accessories, which may be returned to local stores)

Return Fees

• 10% restocking charge on all items except select performance seating
• Select performance seating: $99 return shipping fee
• If original packaging is unavailable for performance seating: 10% restocking fee instead of $99 shipping fee
• Shipping and delivery charges are non-refundable (except for manufacturing defects or transit damage)

Refunds

Refund Process

• With receipt: Refunded in same form as original payment
• With gift receipt: Refunded with merchandise credit
• Refunds reflect original discounts and promotions
• Tax refunded according to applicable law

Proof of Purchase Requirements

Acceptable forms of proof of purchase:

• Original paper receipt
• Gift receipt
• E-receipt
• Original packing slip
• Gift packing slip
• Order number

Exchanges

Exchange Process

• Contact customer service to arrange exchanges
• Restocking fees waived for exchanges of equal or greater value (except Herman Miller branded performance seating)
• Exchange refunds issued as merchandise credit
• Shipping and delivery charges are non-refundable

Exchange Limitations

• No exchanges for natural variations in marble, stone, or wood
• Proof of purchase required for all exchanges

Non-Returnable Items

The following items cannot be returned or exchanged:

• Gift cards
• Floor samples and items purchased from DWR Outlets
• Items marked “final sale” or “non-refundable”
• Custom and special-order items
• Items that have been installed
• Preconfigured office bundles (cannot be partially returned)
• Items delivered internationally via freight forwarder

Price Adjustment Policy

• 14-day price adjustment: If an item goes on sale within 14 days after order placement, a credit will be applied for the price difference
• Credit applied to original payment method
• Final sale items excluded from all price adjustments

Clearance Items

• All sales final on items marked “final sale”
• Exception: damaged, defective, or incorrect items
• Report problems within 3 days of receipt
• Final sale items excluded from price adjustments

Order Cancellation

Cancellation Eligibility

• Orders can be cancelled for items that have not yet shipped or are on backorder
• In-stock items typically ship within 24-48 hours
• Once shipped, cancellation is not possible

Cancellation Restrictions

• Custom and special order items cannot be cancelled
• Credit card charges occur when each item ships

Damaged or Defective Items

Reporting Process

• Contact customer service immediately upon receiving damaged or defective merchandise
• Email [email protected] with:
  • Order number
  • Contact information
  • Photos documenting damages (if applicable)
• Retain all items and packaging materials until claim is resolved

Replacement Process

• Defective items replaced at no charge
• Original damaged product must be returned
• If replacement is backordered, customer will be notified of estimated arrival date

DWR Customer Service:

Telephone Number: 1.800.944.2233

DWR Headquarters Address: 4 Star Point Suite 301 Stamford, CT 06902

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