Refund policy

Return & Refund Policy

Thank you for shopping with us
We strive to provide high-quality, handcrafted products and a smooth shopping experience. If you are not fully satisfied with your purchase, we’re here to help.

Eligibility for Returns

You may request a return or replacement under the following conditions:

  • The item is damaged, defective, or different from what was ordered
  • The request is made within 7 days of delivery
  • The product must be unused and in its original condition
  • All original packaging, labels, and accessories must be included

Non-Returnable Items

The following items are not eligible for return or refund:

  • Items damaged due to misuse or improper handling
  • Items without original packaging
  • Used or assembled furniture
  • Custom-made or special-order items

Cancellation Policy

Order Cancellation Window (Before Manufacturing)

Customers may cancel their order within 7 days of the original purchase date for a full refund, provided the order has not yet entered the manufacturing process.

If you wish to cancel your order within this 7-day period, please contact us immediately by email or phone with your order details so we can process your request promptly.

Cancellations After 7 Days (Before Manufacturing)

If a cancellation request is made after 7 days from the order date, and the order has not yet entered manufacturing, the order may still be canceled; however, a 27% retention fee (also referred to as a cancellation or restocking fee) will be deducted from your refund.

This fee helps cover administrative expenses, transaction fees, and production planning costs incurred after the initial order placement.

No Cancellation After Manufacturing Begins

Once your order has entered the manufacturing process, it cannot be cancelled for a change of mind, regardless of when the cancellation request is made.

All of our furniture is custom-made to order. Once production begins, materials are allocated and craftsmanship resources are committed specifically to your piece.

If you believe there is a valid reason for cancellation (such as an error on our part or an issue with the item specification), please contact us immediately so we can review your situation.

No Refunds or Cancellations on Custom-Made Orders

At Hibashi Furniture LLC, every piece of furniture is handcrafted to order by skilled artisans. We proudly offer customization services that allow customers to personalize their furniture according to their individual requirements.

Customization may include, but is not limited to:

  • Customized dimensions, sizing, or proportions
  • Custom paint, stain, or finish colors
  • Minor design modifications approved by Hibashi Furniture LLC
  • Other customer-requested specifications agreed upon prior to production

Cancellation of Custom Orders

Once a customer has approved the specifications of a customized order and manufacturing has commenced, the order becomes a non-cancellable and non-refundable custom order.

Because every customized piece is manufactured exclusively for the individual customer and cannot reasonably be resold or repurposed, Hibashi Furniture LLC cannot accept cancellations, returns, or refunds due to:

  • Change of mind
  • Personal preference
  • Change in décor or interior design
  • Project delays or cancellation
  • Customer relocation
  • Financial reasons
  • Any reason unrelated to a manufacturing defect or failure to manufacture the product according to the customer's approved specifications.

Customers are encouraged to carefully review all dimensions, finishes, colors, specifications, and order details before approving production.

Submission and approval of a customized order constitutes the customer's acknowledgement and acceptance of this policy.

Refund Eligibility for Custom-Made Orders

Customer satisfaction is extremely important to us.

If a customized product is not manufactured in accordance with the specifications approved by the customer, including but not limited to:

  • Incorrect dimensions
  • Incorrect finish or color
  • Incorrect design modifications
  • Manufacturing deviations from the approved order

Hibashi Furniture LLC will, at the customer's option and after verification of the issue:

  • Repair the product,
  • Manufacture and ship replacement components,
  • Manufacture and ship a completely new replacement product, or
  • Issue a full refund if the product cannot reasonably be corrected to conform to the approved specifications.

This refund policy applies only where Hibashi Furniture LLC has failed to manufacture the product according to the customer's approved specifications and does not apply to changes of mind or customer preference after production has commenced.

Transportation Damage & Replacement Policy for Custom-Made Orders

Although every order is professionally packaged and fully insured while in transit, unforeseen freight damage may occasionally occur during transportation by the freight carrier.

Should this occur, Hibashi Furniture LLC will ensure that our customers receive the furniture they originally ordered.

If freight damage occurs:

  • Hibashi Furniture LLC will repair, replace damaged components, or manufacture and ship an entirely new replacement product where necessary.
  • All replacement products, replacement parts, and shipping costs resulting from freight damage will be provided entirely at no additional cost to the customer.
  • Freight damage does not constitute grounds for cancellation or refund, as Hibashi Furniture LLC will fully honor its obligation by replacing or repairing the damaged product.

Standby Furniture Program

If the replacement of a damaged custom-made product requires additional manufacturing time, Hibashi Furniture LLC may, subject to availability, provide the customer with a temporary standby product.

Where applicable:

  • The standby furniture will be supplied entirely at Hibashi Furniture LLC's expense.
  • Shipping of the standby furniture will be paid by Hibashi Furniture LLC.
  • Once the customer's replacement furniture or replacement components have been delivered, Hibashi Furniture LLC will arrange collection of the standby furniture at its own expense.
  • Ownership of the standby furniture shall remain with Hibashi Furniture LLC at all times unless otherwise agreed in writing.

This program is offered as a courtesy to minimize inconvenience while replacement furniture is being manufactured.

Cancellation of Standard Orders

For standard (non-customized) products that are eligible for cancellation under our Refund Policy, any cancellation requested after production has commenced or after the order has been prepared for shipment may be subject to a 27% restocking fee to cover manufacturing, material procurement, handling, administrative, inspection, packaging, and inventory costs.

This restocking fee does not apply where:

  • Hibashi Furniture LLC ships the incorrect product.
  • The product contains a verified manufacturing defect.
  • The product does not conform to the customer's approved order specifications.

Cancellation After Dispatch

Orders can be cancelled only before dispatch (subject to the conditions above).
After dispatch, cancellation is not possible. You may request a return after delivery if the item meets the eligibility criteria outlined above.

Refund Process

Once we receive and review your return request, we will:

  • Inspect the item
  • Notify you of approval or rejection
  • Process the refund to your original payment method within 7–10 business days

Refunds will be issued after applicable deductions, if any (including cancellation retention fees where applicable).

Replacements

If eligible, a replacement product will be shipped at no additional cost.

Contact Us for Returns or Cancellations

To request a return, refund, or cancellation, please contact us:

📩 Email: info@hfcommercialfurniture.com
📞 Phone: +1 (917) 716-7874
📍 Address: 9906B, Ste 2B, Metropolitan Av, Forest Hills, NY 11375

Business Hours:
Monday–Friday
10:00 AM – 5:00 PM