Refund policy

At Uptown Sebastian, we take pride in crafting high-quality, American-made furniture and home decor built to your specifications. Everything we sell is made to order in America. What determines whether an item can be returned is not how it is built, but which option you ordered: a size, color, finish or configuration listed on the product page, or a special size requested for your space.

Listed Sizes and Options: Returnable, Subject to a Restocking Fee

  • If you ordered a size, color, leather grade, finish or configuration shown as an option on the product page, your order may be returned within 30 days of delivery, whatever its build time. Please contact us before sending anything back so we can authorize the return and confirm where to ship it. Unauthorized returns cannot be processed.
  • Returned items must be unused, unassembled, unaltered and in their original packaging. Items that have been repainted, refinished, cut or otherwise modified cannot be returned.
  • Approved returns are subject to a 20% restocking fee. Return shipping is the customer's responsibility and the original outbound shipping charge is non-refundable. Both are deducted from your refund.
  • If an item is not returned in new, resalable condition, a restocking fee of up to 100% may apply.
  • If an item ordered in a listed size cannot be delivered because it does not fit, it is treated as a standard return: the 20% restocking fee and the outbound and return shipping charges are deducted from your refund.
  • Refunds are issued to the original payment method once the item has been received and inspected.

Special and Custom Sizes: Non-Returnable

  • If you asked us to build a size, shape or specification that is not offered on the product page, the piece is custom to your space and cannot be resold. Custom orders are non-returnable and non-refundable, except in the case of damage upon delivery.
  • This includes custom pieces that cannot be delivered because they do not fit. Please measure before you order. See Measuring and Access below.
  • If you are unsure whether your order counts as a special size, contact us before purchasing on 833-566-6526 and we will confirm in writing.

Damages and Defective Items

  • Visible Damages: Upon delivery, please inspect your items thoroughly. If you notice any visible damage, refuse the delivery and clearly note on the delivery document that the item is refused due to damage. Contact our customer service immediately to arrange for a replacement.
  • Concealed Damages: If damage is discovered after accepting delivery, please notify us within 48 hours. Provide photographs and a detailed description of the damage. We will coordinate with you to resolve the issue, which may include a replacement or repair at no additional cost.
  • This applies to listed sizes and special orders alike. Damage on delivery is always covered.

Cancellation Policy

  • Orders can be canceled within 24 hours of placement, subject to a 5% cancellation fee. Beyond 24 hours, cancellations are not permitted, as production begins shortly after order confirmation.

Measuring and Access

  • Product dimensions are listed in inches on every product page. Before ordering, please measure your doorways, hallways, stairwells and the destination room, including any tight corners the piece has to turn. See our Shipping Policy for what to check and how delivery works.

Quality Assurance

  • Each piece is meticulously crafted and inspected before shipping. We guarantee that our products meet the highest standards of quality and craftsmanship.
  • Leather is a natural material. Variation in shade, grain and markings from panel to panel, and the patina an uncoated hide develops over time, are characteristics of the material rather than defects.

Customer Support

Our dedicated team is here to assist you with any questions or concerns. Call 833-566-6526 or email operations@uptownsebastian.com and we will guide you through the process.

Sustainability Commitment

We are committed to sustainable practices. In the rare event of returns due to damage, we ensure that items are repaired or responsibly recycled to minimize environmental impact.