Return & Refund Policy
Buy with confidence.
We want you to feel completely comfortable ordering from River Oak. Our goal is simple: when your couch arrives, you should feel confident, cared for, and excited to enjoy it in your home.
Guarantee
Delivery-Day Money-Back Guarantee
When your couch arrives, you will have the opportunity to inspect it before accepting delivery.
If the couch is not what you expected at the time of delivery, you may refuse the furniture and receive a refund.
Full refund
For deliveries within a 25-mile radius of Eugene, Oregon, your Delivery-Day Money-Back Guarantee includes both the furniture purchase price and the delivery fee.
Furniture refund
For deliveries outside a 25-mile radius of Eugene, Oregon, the furniture purchase price is refundable at the time of delivery, but the delivery fee may not be refundable once the trip has been made.
Important: This guarantee applies at the moment of delivery. Once we leave this guarantee no longer applies.
Please inspect your furniture at delivery.
We want to make things right quickly if there is ever an issue. Please inspect your couch at the time of delivery and let our team know right away if something does not look correct.
- Check the item before accepting delivery.
- Let us know immediately if there is damage, a missing piece, or the wrong item.
- Do not wait until later to report a delivery issue that could have been seen at delivery.
If something is wrong at delivery, please notify our team before the delivery is completed so we can help resolve it as quickly as possible.
1-Year Structural Warranty on Brand-New Furniture
Brand-new furniture includes a 1-year warranty on the structure of the furniture.
This warranty is intended to cover structural issues from normal residential use, such as problems with the frame or internal support of the furniture.
What this warranty does not cover
- Normal wear and tear from everyday use.
- Fabric wear, stains, spills, pet damage, or accidental damage.
- Damage from misuse, moving the furniture incorrectly, or using the item outside normal residential use.
- Comfort preference after the furniture has already been accepted and used.
If you believe your brand-new furniture has a structural issue within the warranty period, please contact us with your order information and clear photos so we can review it and help with the next step.
Pre-Owned Furniture
Pre-owned furniture is carefully selected and shown as clearly as possible before purchase. Because pre-owned items are not brand new, they may have normal signs of previous use.
The Delivery-Day Money-Back Guarantee still gives you the opportunity to inspect the furniture at delivery and refuse it if it is not what you expected.
Once pre-owned furniture is accepted at delivery, it is considered delivered and accepted.
How a delivery-day refund works
Your couch arrives. Our team brings your order to the scheduled delivery location.
You inspect it. Before accepting delivery, take a moment to make sure the furniture looks right.
You decide. If the couch is not what you expected, you may refuse it at that time.
We help with the refund. If a refund applies, our team will help begin the refund process after the item is returned with us.
Missed delivery appointments
Please make sure someone is home and available during the scheduled delivery window.
If our team arrives and no one is available to receive the furniture, the delivery will need to be rescheduled and an additional delivery fee will be charged.
We will always contact you before delivery and do our best to coordinate a day and time that works well for you.
You can read more about delivery options, scheduling, and delivery fees in our Delivery Policy.
Questions before ordering?
We are happy to help before you purchase. If you have questions about measurements, delivery, room setup, old couch removal, product condition, or whether a couch will fit your home, please contact us before ordering.
We would much rather help you feel confident ahead of time than have you feel unsure on delivery day.
Shop with peace of mind.
Choose the couch you love, and know that you will have the opportunity to inspect it at delivery before accepting it into your home.
Returns, Refunds & Exchanges
At River Oak Home Furnishings, we want you to feel confident in your purchase. Because furniture is a large-item purchase that requires transportation, labor, and handling, our return and exchange policy is designed to be fair to both our customers and our business.
Couch Returns
We accept returns within 3 days of delivery.
To qualify for a return:
- The couch must be in the same condition it was in at the time of delivery
- It must be free of stains, odors, tears, pet hair, damage, or excessive wear
- All original cushions and included pieces must be returned
For approved returns:
- A $100 restocking fee will apply
- Any original delivery fees are non-refundable
- A pickup fee will apply if we are arranging return transportation
Once the couch is returned and inspected, your refund will be issued to the original payment method, minus the $100 restocking fee, any non-refundable delivery fees, and any applicable pickup fee.
Couch Exchanges
We offer exchanges within 3 days of delivery.
Here’s how exchanges work:
- You may exchange your couch for another couch currently available in our inventory
- If the new couch costs more, you will pay the difference
- If the new couch costs less, we will refund the difference
- A $100 restocking fee applies to each exchange
- Any previous delivery fees are non-refundable
- A new delivery fee will apply if delivery of the replacement couch is needed
The original couch must be returned in the same condition it was delivered in before an exchange is finalized.