Bassett Return Policy: The Fine Print Shoppers Should Know First

Bassett sells a mix of made-to-order furniture, stocked accessories, rugs, finish samples, and mattresses, so the return rules are not one-size-fits-all. This guide is built for U.S. shoppers who want to know what can be canceled, what can be returned, what fees may apply, and what happens once delivery is scheduled or accepted. It also helps with practical questions that often cause friction, such as whether custom orders can be changed, who pays return shipping, how refunds are issued, and when warranty service is a better path than asking for a return. Because Bassett relies heavily on custom production and local delivery coordination, timing matters more here than with many mass-market retailers.

The Bassett return policy is most important for shoppers ordering custom furniture, canceling before delivery, returning accessories, or trying to avoid surprise charges such as restocking fees, monthly holding fees, or post-delivery disputes.

Quick Answer: Can You Return Items to Bassett?

Quick Facts Table

Policy Area	Details
Refund Window	Custom furniture: 24 hours for cancellation only. Non-custom items: cancel before delivery with fee. Stocked accessories: 30 days from purchase. Non-custom rugs: 30 days from receipt. BenchMade finish samples: 90 days from purchase.
Receipt Requirement	Proof of purchase required.
Refund Method	Original form of payment. Credit card refunds generally process within 10 business days from receipt of returned merchandise.
Exchanges Allowed	Limited. Jasmine mattress sleep trial allows an exchange after 60 nights and before 90 nights for a different feel.
Restocking Fees	15% for non-custom cancellations before delivery; 30% for non-custom rug returns within 30 days of receipt; 30% plus service fees if an order is canceled after being held for 6 months.
Online vs In-Store Differences	Online orders are paid in full at purchase. Local stores and retail partners often handle delivery, scheduling, service, and many follow-up issues.

Policy Snapshot

Official Return Policy Overview

Bassett’s return rules depend heavily on whether the item is custom, stocked, or oversized. The strictest rule applies to custom furniture: after 24 hours, cancellation and return rights are largely gone. For non-custom products, timing before delivery matters, and fees can reduce the amount refunded.

According to the official return policy, custom furniture can only be canceled within 24 hours of the order being placed. After that, Bassett does not accept cancellation or changes on custom-ordered products. That narrow window is a major pain point for furniture buyers because customization decisions often involve fabrics, finishes, piping, dimensions, and room planning.

For non-custom items, Bassett accepts cancellation prior to delivery, but a 15% restocking fee applies. That fee is calculated on the total sale price of the merchandise, excluding tax and delivery. Non-custom rugs are treated differently: they may be returned within 30 days of receipt, but with a 30% restocking fee. Stocked, non-custom accessories may be returned within 30 days with proof of purchase, but only if they are in new and unused condition.

Condition matters. Items such as accessories, bed linens, and sample-related products are expected to be returned in appropriate condition, with original packaging where required. Undamaged BenchMade finish samples may be returned for a full refund within 90 days of purchase if they are returned in the original packaging. Non-BenchMade finish samples are non-returnable and non-refundable.

Another practical issue is delivery acceptance. Once furniture is delivered and accepted, disputes become harder. Shoppers should inspect pieces carefully before signing the delivery paperwork, especially for visible damage, finish issues, or manufacturing mistakes.

Holiday Return Policy

No verified Bassett holiday extension was identified in the policy material used for this guide. That means the standard rules appear to control unless a specific promotional or seasonal exception is announced by Bassett or your selling retailer.

For most shoppers, that means custom furniture still carries the 24-hour cancellation-only rule, and stocked accessories still follow the standard 30-day return framework. Because furniture purchases often involve longer lead times than apparel or electronics, waiting for a holiday-style grace period can be risky. Policies are subject to change; we recommend verifying directly with the retailer.

Exceptions to the Bassett Return Policy

• ✕Custom or made-to-order furniture is not eligible for return after the 24-hour cancellation window closes.
• ✕Clearance and Flash Sale items are final sale and cannot be canceled or returned.
• ✕Floor samples, liquidation items, and as-is showroom merchandise generally carry no manufacturer warranty and are not eligible for repair or return.
• ✕Non-BenchMade finish samples are non-returnable and non-refundable.
• ✕Opened or used sleep-related products and similar items can lose return eligibility if seals are removed or the product shows use outside the stated trial terms.

These exceptions exist because Bassett sells many made-to-order and hard-to-resell items. When a return is blocked, the next best option may be warranty service, repair support, or store-level escalation rather than a standard refund request.

Warranty Coverage Explained

Bassett’s warranty structure varies by product line. Coverage typically focuses on defects in materials or workmanship, not normal wear, misuse, or environmental damage. Proof of purchase is important, and after the first year some transport or service costs can shift to the customer.

Bassett points shoppers to separate warranty resources, including the upholstery warranty, wood warranty, and Club Level warranty. The policy material used here shows limited lifetime coverage, defined as 7 years, for certain upholstery frames and springs, 1 year for fabrics and leathers, 1 year for wood manufacturing defects, and Club Level terms that include limited lifetime coverage on frames and mechanisms plus 5 years on motors. After the first year, Club Level customers must pay for pick-up, shipping, and installation on covered motion-component claims.

Warranty claims are generally handled through the original retailer. If that retailer is closed, shoppers may need to use corporate customer care. Warranty claims can fail if the item was altered, repaired by an unauthorized technician, or damaged by conditions such as direct sunlight, humidity, misuse, or poor support.

Step-by-Step Return Process

In-Store Returns

• ✓Bring the item, proof of purchase, and a valid photo ID if the store needs to locate your purchase digitally.
• ✓Go to the local Bassett store, retailer, or customer service point that handled the original sale whenever possible.
• ✓Expect the item to be inspected for condition, packaging, usage, and whether it falls inside the applicable return window.
• ✓If the return is refused and you believe the item is defective, ask whether the issue should be processed as a warranty claim instead.

Online / Mail Returns

• ✓Start by contacting Bassett or the local team assigned to your order, especially for large furniture or special-order pieces.
• ✓For stocked non-custom accessories, confirm eligibility before shipping because the item must be new and unused.
• ✓Pack the item securely in its original packaging when possible and remove or cover old carrier labels.
• ✓Keep tracking records. Bassett’s stated refund timing for eligible returned merchandise is 10 business days to process the credit card refund after receipt.
• ✓Be aware that customers bear the full cost of mail-in returns for accessories, which can reduce the practical value of a low-cost return.

Refund Methods by Payment Type

Bassett generally refunds eligible returns to the original form of payment. Credit card purchases go back to the same card, and the stated processing timeline is 10 business days from receipt of returned merchandise. Some delays can still occur at the bank or card-network level.

Credit card refunds follow the original-payment rule, which means you should not expect cash or a different refund destination just because the original card is no longer convenient. Account-based payments are typically refunded as credits toward future balances. Online orders are paid in full at the time of purchase, while many showroom orders require a 33% deposit at order entry and full payment before delivery is scheduled.

Bassett also offers financing through the Bassett Credit Card and Affirm. If Bassett financing is used, the full financed amount may be processed at order placement to secure the promotional terms. Gift cards have separate usage limits and cannot generally be redeemed for cash unless state law requires it. Policies are subject to change; we recommend verifying directly with the retailer.

In-Store vs Mail Return Comparison

Factor	In-Store / Local Retailer	Mail / Remote Return
Speed	Often faster for inspection and issue review.	Slower because shipping and receiving are involved.
Refund Timeline	Still subject to payment-processing timelines.	10 business days for eligible credit card refunds after returned merchandise is received.
Fees / Shipping Responsibility	May avoid outbound return shipping on small items.	Customer bears full cost of mail-in accessory returns; non-custom cancellations before delivery carry a 15% restocking fee; non-custom rugs carry a 30% restocking fee.
Convenience	Best when a local Bassett location handled the order.	Useful when no nearby store is practical, but more paperwork and packaging may be required.
Best Use Case	Damage review, order lookup, service escalation, warranty routing.	Eligible stocked accessory returns and situations where store access is limited.

Cancellation Policy

Bassett’s cancellation policy is much stricter for custom furniture than for stocked products. Custom items can only be canceled or changed within 24 hours of order entry. Non-custom items may be canceled before delivery, but a 15% restocking fee applies.

The terms and conditions make custom-order timing especially important. There is no broad self-service cancel right once production moves forward. If a delivery appointment needs to be moved, shoppers should also act early because the policy material used here indicates a 48-hour notice expectation for rescheduling. Once an order has shipped or entered local delivery handling, the process usually shifts from cancellation to delivery coordination or return review.

Shipping Policy

Bassett uses both parcel shipping and white-glove furniture delivery. In-stock accessories often arrive in 7 to 10 business days, while large furniture deliveries are coordinated through local stores, retail partners, or delivery centers. Storage and holding fees can apply when delivery is delayed too long.

The official shipping and delivery page explains that Bassett often routes web orders through local stores and retail partners for service and delivery. Many in-stock accessories should arrive in 7 to 10 business days. Larger items are usually scheduled for white-glove delivery rather than standard parcel shipment.

A key fee to watch is the holding charge. If an order sits in a Bassett distribution center for 60 days or more, a monthly service fee of 2% of the order total, excluding tax and delivery, is charged until delivery is scheduled. If there is no communication from the customer and the order remains on hold for 6 months after the merchandise reaches the local distribution center, the order may be canceled and Bassett may apply a 30% restocking fee plus all service fees. This is one of the most important hidden-cost issues for buyers dealing with remodels, moves, or construction delays.

Customer Service & Contact Information

For general help, Bassett’s customer care references include phone support, email, accessibility assistance, and store-based assistance. Shoppers often get the fastest resolution by starting with the selling retailer for delivery, service, or warranty issues, then escalating to corporate if needed.

Main customer support: 1-833-498-6383

Corporate headquarters: 1-276-629-6000

Warranty / consumer affairs: 1-877-525-7070

Support email: support@bassettfurniture.com

Accessibility email: accessibility@bassettfurniture.com

Help resources: Customer Service FAQs and Store Locator

Quick Connect Support Table

Support Type	Contact Method	Availability and & Customer Support Hours
Main Support	1-833-498-6383	Mon-Fri, 8 AM – 5 PM EST
Corporate HQ	1-276-629-6000	Mon-Fri, 9 AM – 5 PM EST
Warranty / Consumer Affairs	1-877-525-7070	Mon-Fri, 8 AM – 5 PM EST
Email Support	support@bassettfurniture.com	24/7 email intake; reply in 24-72 hours
Accessibility Desk	accessibility@bassettfurniture.com	Mon-Fri, 8 AM – 5 PM EST
Store Text / Local Contact	Use store locator	Varies by location

Store Hours / Store Timings

Store hours vary by location, but the policy material used for this guide lists a typical schedule for many corporate-owned stores as Monday through Saturday, 10:00 AM to 7:00 PM, and Sunday, 12:00 PM to 6:00 PM. Before making a trip for a return, service visit, or order discussion, it is smart to confirm your location through the official store locator, because local retailer hours can differ.

Practical Tips Based on Common Retail Practices

• ✓Inspect furniture closely before signing for delivery, because visible issues become much harder to dispute after acceptance.
• ✓Save order confirmations, fabric selections, sample details, and payment records so you can prove exactly what was ordered.
• ✓Do not delay schedule changes if your room is not ready. Bassett’s holding-fee structure can become expensive after 60 days.
• ✓Keep accessories and samples in original packaging until you know they are staying, especially when the product must be new and unused for a return.
• ✓Take photos at delivery and before shipping anything back. That creates a record if damage, finish issues, or missing hardware become part of the dispute.

Reasons a Return May Be Denied

• ✕The request falls outside the stated return or cancellation window.
• ✕The item is custom, final sale, clearance, or sold as-is.
• ✕The product is used, opened, damaged by the customer, or missing required packaging or components.
• ✕The shopper already accepted delivery and is now reporting visible defects that should have been noted at drop-off.
• ✕The claim involves unauthorized repair, environmental damage, or aftermarket treatment that voids warranty protection.

Return Denial Prevention Tips

• ✓Return or cancel as soon as possible, especially if the order is custom or delivery has not yet happened.
• ✓Keep all receipts, emails, and delivery paperwork in one place.
• ✓Do not discard original boxes, screws, labels, or sample packaging until you are sure you will keep the item.
• ✓Document the condition of the merchandise with photos before and during delivery.
• ✓Ask whether your issue is better handled as a warranty claim when a standard return is not available.

Edge Case Scenarios

Lost receipt: Bassett may be able to locate your order using store records, phone number, email, or payment details, but proof of purchase still matters. If the purchase cannot be verified, the return is much less likely to succeed.

Opened items: Accessories or sleep-related products can lose return eligibility if they are no longer new and unused or if packaging seals were removed beyond the policy terms.

Gift returns: Because Bassett emphasizes proof of purchase and original payment routing, gift-related returns can be more complicated than at general merchandise retailers. Store-level assistance is often necessary.

Damaged or defective items: Report problems immediately and inspect at delivery. For manufacturing issues, warranty service may be more realistic than a standard return request.

Late returns: Once the stated window ends, approval becomes much less likely. Some shoppers may still seek store-level help, but Bassett’s policy structure is not especially flexible on timing.

Warranty replacement vs refund: If the issue is a defect rather than buyer’s remorse, a warranty path may offer repair or replacement even when the return window has already closed.

Official Policy Source

• ✓Official return and cancellation policy
• ✓Official terms and conditions
• ✓Official shipping and delivery page
• ✓Official customer service FAQs
• ✓Official upholstery warranty resource
• ✓Official wood warranty resource
• ✓Official Club Level warranty page
• ✓Official store locator
• ✓Official accessibility contact page

Social Media Channels

Frequently Asked Questions

Can you return custom Bassett furniture?

Usually no. Bassett’s custom furniture rule is much stricter than its stocked-item policy. Custom orders can generally only be canceled or changed within 24 hours. After that point, the order is typically locked in, which is why shoppers should review configurations, fabrics, and dimensions carefully before checkout.

What is the Bassett rug return fee?

For non-custom rugs, Bassett allows returns within 30 days of receipt, but a 30% restocking fee applies. That is a large deduction, so shoppers should confirm measurements, colors, and material details before ordering rather than assuming a low-risk return process.

How long does a Bassett refund take?

For eligible returns or cancellations, Bassett states that credit card refunds are processed within 10 business days from receipt of the returned merchandise. The total time visible on your account can still depend on your bank or card issuer, so final posting may take a bit longer.

What happens after you accept delivery?

After delivery is accepted, return leverage usually drops. Bassett’s policy structure makes delivery inspection very important because visible damage, scratches, or obvious manufacturing issues are easier to dispute before the delivery team leaves and before the acceptance paperwork is signed.

Can Bassett find a receipt if you lost it?

Sometimes. A store may be able to locate purchase records using your contact details or payment information, but proof of purchase is still important. If the order cannot be verified, Bassett may treat the matter as an unreceipted return, which greatly reduces the chance of approval.

What is the Bassett holding fee?

If your order sits in a Bassett distribution center for 60 days or more, Bassett may charge a monthly service fee equal to 2% of the order total, excluding tax and delivery. If the hold stretches too long, additional restocking consequences may apply when the order is canceled.

Should you use a warranty claim or a return request?

Use a return request for eligible cancellations or timely returns on stocked items. Use a warranty claim when the issue is a defect, mechanism failure, frame issue, or workmanship problem. For many Bassett furniture disputes, warranty service becomes the more realistic option once the return window has closed.

Key Takeaways

• ✓Custom Bassett furniture is generally only cancelable for 24 hours, so order review before purchase is critical.
• ✓Non-custom cancellations before delivery carry a 15% restocking fee, and non-custom rug returns carry a 30% restocking fee.
• ✓Eligible credit card refunds are typically processed within 10 business days after returned merchandise is received.
• ✓Orders held for 60 days or more can trigger a 2% monthly holding fee, which can become expensive during move or renovation delays.
• ✓Inspect furniture before signing for delivery, because visible problems are harder to resolve after acceptance.