Bassett Return Policy: Custom Orders, Rugs and Restocking Fees
Direct answer: Bassett does not use one return window for every product. Stocked, non-custom accessories can qualify within 30 days when new and unused, while Made to Order furniture is not returnable and usually can be changed or canceled only within 24 hours. Rugs, finish samples and the Jasmine mattress have separate rules.
Identify the product class before asking for a refund
With furniture, the item name alone is not enough. The decisive question is whether the order was custom, stocked, clearance, a rug, a finish sample or a mattress trial. Bassett commits labor and materials to personalized furniture quickly, so a normal retail-return assumption can be expensive.
| Purchase type | Published treatment |
|---|---|
| Custom or Made to Order | Change or cancel within 24 hours; no return after that |
| Non-custom item canceled before delivery | 15% restocking charge may apply |
| Stocked non-custom accessory | 30 days, proof of purchase, new and unused condition |
| Non-custom rug | 30-day return with a 30% restocking charge |
| Custom rug | Only the 24-hour cancellation opportunity; no routine return |
| Clearance or Flash Sale | Final Sale |
| BenchMade finish sample | Undamaged, original packaging, within 90 days |
The first 24 hours matter for custom work
Review the sales document immediately after ordering. Confirm fabric or leather, finish, orientation, dimensions, cushion configuration and delivery address. Bassett says a custom or Made to Order purchase may be canceled or changed only within 24 hours and cannot be returned later. A change request is not complete until the seller confirms it.
Custom rugs follow the same short cancellation logic. Do not wait for a swatch concern to resolve itself after production starts. Contact the selling store or the channel on the order and save written confirmation.
Cancellation before delivery can still cost 15%
A non-custom purchase is more flexible, but canceling before delivery may carry a 15% restocking fee calculated from the merchandise sale price, excluding tax and delivery. Ask for the exact calculation before approving the cancellation. Delivery charges and services can have separate treatment.
If the item is already in transit or scheduled with a delivery partner, the practical options may differ. Do not refuse delivery without instructions, because refusal can create redelivery, storage or handling questions that a confirmed cancellation would avoid.
Accessories that qualify for online returns
Bassett identifies specific online-return categories such as pillows, lamps, bed linens, finish samples and Cast + Forge hardware. Eligibility does not remove the condition requirement. A stocked, non-custom accessory should be new, unused and supported by proof of purchase within 30 days.
- Locate the order confirmation and delivery date.
- Confirm that the product belongs to an accepted online-return category.
- Keep tags, protective materials, hardware and original packaging.
- Request any required authorization before shipping.
- Use a trackable method and insure fragile or high-value goods appropriately.
Rugs carry unusually important distinctions
A non-custom rug may be returned within 30 days, but the published 30% restocking charge can materially reduce the refund. A custom rug may only be canceled during the initial 24-hour period and is not returnable afterward. Verify which label appears on the sales order before opening or placing the rug.
Keep the rug clean, dry and protected. Rolling, taping or folding it incorrectly can create damage beyond a simple preference return. Ask Bassett for packaging and carrier instructions instead of improvising an oversized shipment.
Finish samples have their own calendar
BenchMade finish samples may qualify for a full refund within 90 days if undamaged and returned in the original packaging. Non-BenchMade finish samples are nonreturnable. Match the sample program to the item on the invoice; the similar appearance of two sample pieces does not make their rules interchangeable.
The Jasmine mattress is a sleep-trial case
Bassett’s Jasmine mattress program describes a 90-night trial, but the customer must spend at least 60 nights trying the mattress before using the comfort option and must act before the 90-night period ends. The remedy can be an exchange to the opposite feel or a return for a full refund under the published conditions.
This is different from reporting delivery damage or a manufacturing defect. Keep the mattress law tag and purchase documents, use the required foundation and care, and ask what happens to delivery, pickup or replacement charges before committing to a remedy.
Inspect furniture during delivery
Before signing, examine the visible upholstery, frame, legs, hardware, glass and finish. Compare pieces against the delivery ticket. Photograph damage in place and note it on the carrier document. A concealed defect discovered later should be reported promptly with wide and close photographs.
A damage claim is not the same as a change-of-mind return. Do not describe transit damage as simple dislike, and do not repair, clean or alter the item before Bassett assesses it.
Refund expectations and proof
Proof of purchase ties the product to its category, customization status and price. The final credit can reflect a restocking percentage or other nonrefundable services. Ask for an itemized explanation showing merchandise, tax, delivery and fees. The bank’s posting time begins only after Bassett issues the approved credit.
Compare before buying large furniture
Furniture policies vary significantly. The Big Lots return policy involves a different retail channel and should not be applied to Bassett. For a specialist home retailer, the Pottery Barn Kids return policy provides another useful comparison, particularly for made-to-order restrictions.
Questions to ask before the order is final
- Is every line item custom, Made to Order or stocked?
- What is the exact 24-hour deadline and contact channel?
- Which delivery and service charges are nonrefundable?
- Does a rug carry the 30% restocking charge?
- Is a finish sample BenchMade or non-BenchMade?
- Who handles delivery damage and how quickly must it be reported?
Official Bassett resources
Bottom line: treat the sales-order classification as the policy key. Custom purchases require action within 24 hours and are not routine returns; stocked accessories, rugs, samples and the Jasmine mattress each follow their own window and conditions.
