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2.1 Return & Exchange policies

Exchange & Cancellation of Pre-Order Items:

If you have changed your mind about a Pre-Order item, no problem! We understand that decorating plans change, and we would be happy to assist you in making this hassle free! Since your item is still on Pre-Order (even though production has already begun and we now have to carry that item ourselves), you can choose to cancel this item as long as you haven’t been notified that the item is ready to ship and made the balance payment. Please contact our Customer Care Team at our Help Center, provide your Order Number and the item(s) you wish to cancel, and you will receive a store credit for the item(s) deposit amount, which you can use towards placing a new order for your newly desired item. Should you choose to cancel an item entirely, your deposit can be refunded towards your original payment method.

Hassle-Free Exchange Policy 

Just received your items but changed your mind on the color or find that your new sofa doesn't fit quite right? No worries! Simply contact our Customer Care Team within 3 days of delivery to arrange the exchange. If you'd like to exchange your item, please note the following:

Exchange Window: Contact our Customer Care Team within 3 days of delivery to request an exchange.

Fees and Costs: As you may know, delivering large items such as furniture are very expensive, if you received Free Shipping on the original order, you will be charged the return shipping fee of the exchanged item, and the original shipping fee.
 
How it works: Once we receive your exchanged item and confirmed its eligibility, we will issue you a store credit for its original purchase price minus the shipping fee deductions, and you can use the store credit towards purchasing your newly desired item. For this new item, Shipping is On Us again! 
   
Please note that: If you need to keep your items in packaging for an extended period of time, such as during construction or renovation, please be sure to inspect the product before moving them into storage as the (3) day claims window will still apply.

Return Policy

We aim to ensure your satisfaction, but if you’re not fully content with your purchase, eligible items can be returned within 30 Calendar days of delivery under the following conditions:

Condition: Returned merchandise must be in "as-new" condition, including all original packaging, hardware, and instructions. Products that have been assembled, altered, or show signs of use ( any scratch, stains or damages) will not be accepted.

Return Process: To initiate a return, contact our Customer Care Team within the 30-day window to request a return.

Fees and Cost of Return: As you may know, shipping large items such as furniture are very expensive. If you have received Free Shipping offer for your original order, your refund will exclude the original delivery cost, the return shipping cost and any additional fees may which may be applicable.
 
How it works: upon the completion of the return process and your returned item has been received by our warehouse and confirmed as eligible, you will be issued a store credit or refund back to your original payment method. Please note: Returns initiated after the 30-day window or for items not in their original condition will be refused.

Remote area return: If you are outside of our regular fulfillment area you may return your order independently and all associated costs covered by the customer. Shipping fees may vary depending on your locations and service level chosen. Please contact our team to see if you are within the fulfillment area.

Non-Returnable Items

For the protection of our business and to maintain product quality, the following items are strictly non-returnable:

Custom-Made or Special-Order Items: Products made specifically to your preferences or custom specifications cannot be returned.

Assembled and/or Modified Items: Any product that has been assembled, altered, or modified in any way is not eligible for return.

Final Sale Items: Items marked as "Final Sale" on the product page are not returnable or exchangeable under any circumstances, as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are only covered by Finn & Form Limited Warranty for 90 calendar days. Strictly no exceptions will be made for Final Sale items

Items Without Original Packaging: Products must be returned in their original packaging. Items missing original packaging will not be accepted.

Important Return Guidelines

Original Packaging and Components: All returns and exchanges must be accompanied by the original packaging, instructions, and all hardware. Missing components or packaging will result in a refusal of the return or exchange.

Delivery Costs: If your purchase included free delivery, the original outbound delivery cost will be deducted from any refund issued. Additionally, return shipping fees will be the customer’s responsibility.

If you do not accept any of our solutions to your return case, you will be responsible for the safe return of the items (s) under our return policy. In the event Finn & Form deems all resolution attempts have failed, Finn & Form reserves the right at any time to cancel and refund the damaged or defective item in full, less all associated shipping charges and restocking fees.

2.2 Warranty

Finn & Form 1-Year Limited Warranty Policy Coverage Overview At Finn & Form, we take pride in the craftsmanship and quality of our furniture. We offer a 1-Year Limited Warranty covering defects in materials and workmanship from the date of delivery. This warranty ensures that your Finn & Form furniture meets our high standards of excellence.

What is Covered?

Our warranty specifically covers: Defects in Materials and Workmanship: Any issues arising from the construction or materials used in your furniture.

Replacement Parts and Repairs: If necessary, we will provide replacement parts or repairs to restore the product to its intended condition.

Complete Replacement: In cases where repair is not feasible, a full replacement may be provided.

Exclusions

While we stand by the quality of our products, our warranty does not cover: 

Damage from Negligence or Misuse: Defects or damages resulting from negligence, misuse, accidents, or modifications are not covered.
 
Commercial Use: Products used for commercial purposes are excluded from this warranty.

Non-Transferable: Warranties apply only to the original purchaser and are not transferable.

Resold Items: Items purchased second-hand are not covered under our warranty.

Claim Process

To initiate a warranty claim, please follow these steps:

1. Contact Us: Reach out to our Customer Support team by filling out this.

2. Document the Issue: Describe the problem in detail and you must include photographs or videos of the damage.

3. Review and Solution: Our team will review your claim and determine the best course of action—whether it involves replacement parts, repairs, or a complete replacement.

4. Resolution: Once approved, we will expedite the necessary steps to resolve the issue, arranging for the item to be picked up if a replacement is required, at no extra cost to you. 

Frequently Asked Questions

What is covered by the warranty? The warranty covers defects in materials and workmanship for one year from the delivery date.

How long does the warranty last, and when does it start? The warranty lasts for one year, starting from the product’s delivery date.

Are there any costs associated with a warranty claim?
There are no costs for approved claims; we handle the logistics of repairs or replacement.

What happens if the product cannot be repaired?
If a repair is not possible, we will provide a full replacement of the item.

What is not covered by the warranty?
Damage from negligence, misuse, modifications, commercial use, non-transferable claims, and resold items are not covered.

We are committed to ensuring that your experience with Finn & Form is as refined as our products. Our team is dedicated to resolving any issues promptly and efficiently, so you can continue to enjoy the elegance and luxury of your furniture.

2.3 Custom Orders

Exercise your creative flair with our tailor-made options! Some of our premium products allow you to select your dream palette and features personalised to your taste, create a masterpiece truly unique to you. Please note, due to their bespoke nature, these orders are final once placed. Getting started on your custom creation is as easy as placing an upfront deposit of 50% of the total cost. Patience is a virtue, as crafting your custom order to perfection can take upwards a minimum of 12 weeks.

2.4 Damaged Items

In the rare event that your furniture arrives damaged, you must notify our Customer Care Team within 48 hours of delivery. Any claims made after this period will not be accepted.

Proof of Damage: Please provide clear photographic evidence of the damages both the item and packaging along with your report.

Repair or Replacement: Upon review, we will determine if the item qualifies for repair or replacement at no additional cost to you, replacement is valid for one occurrence per order only.

To initiate a Customer Care Ticket to Report Damaged Item(s), please click HERE to complete the form and upload your photographic evidence, a Customer Care Team member will respond to you within 24 hours.