Refund policy

Last updated: 2026/3/2

This policy explains returns, refunds, and how we handle damaged/incorrect items for purchases made on jacksonvillefurnituregallery.com.

1) Return Window

  • You may request a return within 30 days of the date your order was delivered. To request a return, please contact us within this window (see Section 4 below).

2) Return Eligibility

To be eligible for a return (unless the item is defective or we made an error), the item must:

  • Be unused and in original condition
  • Include original packaging and included components where applicable
  • Include proof of purchase (order number/receipt)

3) Non-Returnable Items

Some items may be non-returnable, including items clearly marked as Final Sale / Non-Returnable at the time of purchase. If an item is non-returnable, it will be stated on the product page or at checkout.

4) How to Start a Return

Email info@jacksonvillefurnituregallery.com with:

  • Order number
  • Item(s) you want to return
  • Reason for return
  • Photos (required for damaged/defective items)

Please do not send items back without receiving return instructions from us.

5) Return Shipping Costs & Fees (Clear Responsibility)

- Non-defective returns (e.g., change of mind / ordered by mistake):

For orders under $120 that were charged a $15 outbound shipping fee at checkout, we will provide a prepaid return shipping label at no cost to you. For orders that qualified for free outbound shipping, you are responsible for return shipping costs, and we recommend using a trackable and insured service. The customer is responsible for the package until it is received and inspected by us.

- Original shipping charges:

Shipping fees paid at checkout are non-refundable for non-defective returns once the order has shipped. If your order qualified for free shipping, there was no outbound shipping fee paid to refund.

- Damaged / defective / incorrect item (our error):

If the issue is confirmed after review, we will provide instructions and an appropriate resolution, which may include a prepaid return label, replacement, refund, or other solution (as applicable). Do not ship items back without written instructions from us.

- Refused delivery / incorrect or incomplete address:

If a shipment is returned because the shipping address provided at checkout was fully incorrect or incomplete (e.g., wrong street number, non-existent address), actual carrier return fees incurred will be deducted from your refund. If an address was merely incomplete (e.g., missing apartment number) and the carrier attempted delivery, please contact us and we will work with you to resolve the issue fairly. We will never deduct more than the actual carrier fees incurred.

6) Damaged / Defective / Incorrect Items

If your item arrives damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery
  • Provide clear photos of the item and packaging

We will review and assist with a resolution as applicable.

7) Refund Processing Time

  • After a return is received and inspected (or a refund is otherwise approved), refunds are issued to the original payment method.
  • Refunds are typically processed within 7–10 business days after we receive and inspect the returned item. Your bank or card issuer may take an additional 3–5 business days to post the credit to your account.

8) Exchanges

If you would like an exchange, contact us. Exchanges are subject to availability and eligibility review.

9) Cancellations

If you would like to cancel your order, please email us at info@jacksonvillefurnituregallery.com as soon as possible so we can process your refund. In the event your item has already shipped, please message us so we can facilitate your return.

10) Limited Warranty

We offer complimentary Limited Warranties on our furniture, which are applicable to the original buyer at the original delivery address. Our Limited Warranty includes coverage against manufacturing defects for 1 year from the date of delivery. Our Limited Warranty additionally includes coverage against structural frame defects for 3 years from the date of delivery. Jacksonville Furniture Gallery's Limited Warranties do not apply to any conditions resulting from faulty installation, misuse or expected wear. A manufacturing defect is defined, for the purpose of these Limited Warranties, as causing the product to be structurally unsound, faulty, or significantly altering the appearance of the product. In the event that you find yourself experiencing an issue with our guarantee, please reach out to us so we can make it right. We'll require photographs to properly evaluate the condition of the product. Click here for more information on the Jacksonville Furniture Gallery Limited Warranty.

Contact
Jacksonville Furniture Gallery
Tel: +1 904-272-2228
Email: info@jacksonvillefurnituregallery.com