CETI - VELVET

At Boston Mills, we are committed to ensuring our customers are delighted with their purchases. If, for any reason, your order is not as expected, we are pleased to offer an exchange or refund, excluding the original delivery cost, provided the products are returned in perfect condition, unused, and in their original packaging. This policy applies to purchases made directly through our website, bostonmills.net, with the exception of custom-crafted or special-order products.

30-Day Return Policy: Manufacturing Defects, Damages, and Change-of-Mind Returns

We offer a 30-day return policy on all items, with the exception of custom-crafted or special-order products, as detailed below:

• Manufacturing Defects or Damage: If your item arrives with a defect or damage, contact us within 48 hours of delivery. This timeframe ensures we can quickly address the issue and coordinate repairs or replacements. Please provide photographs and a description of the damage.

• Change-of-Mind Returns: If you've changed your mind and wish to return an item, you can do so within 30 days of delivery. Please note that a 18% restocking fee applies. The item must be in its original packaging and in perfect, saleable condition.

  • Return Process: To initiate a return, contact us via email at support@bostonmills.net or call us at 214-666-6647. Items must be returned to our Dallas showroom at the customer’s expense.
  • Refunds: Refunds will be processed within 4 working days of receiving the item. You will be notified once the refund is processed, and it should appear in your account within 7-14 working days, depending on your bank’s processing time.

Custom-Crafted and Special-Order Products

Please note that custom-crafted or special-order items (e.g., bespoke upholstery, cabinetry) are non-returnable unless faulty or damaged upon arrival. We encourage you to consider your custom orders carefully before confirming your purchase, as these items are made specifically to your specifications.

Repair Services for Damaged or Defective Products

For items with manufacturing defects or damage that are eligible for repair, we collaborate with Guardsman to conduct professional repairs. Depending on the issue, repairs may be conducted on-site, or we may arrange for the item to be repaired off-site.

Refund Timelines

Refunds are processed within 4 working days after receiving the item in its original condition. Depending on your bank's policies, refunds may take 7-14 working days to appear in your account.

Exclusions and Conditions for Returns

• Original Packaging: All returns must be in their original packaging and in saleable condition. Items that are damaged or show signs of wear may be subject to a restoration fee, which will be deducted from the refund amount.

• Custom Products: As noted above, custom-crafted and special-order products cannot be returned unless faulty.

Contact Information for Returns

To initiate a return or if you have any questions, please reach out to us:

• Email: support@bostonmills.net
• Phone: 214-666-6647

This policy applies exclusively to purchases made directly through our website, bostonmills.net. For items acquired through other showrooms or websites, please contact the original place of purchase for returns.

Ordering & Shipping

Q: How do I place an order?
A: Simply select the items you love, add them to your cart, and follow the checkout process. You’ll receive a confirmation once your order is successfully placed.

Q: Do you ship internationally?
A: We currently only offer shipping across the contiguous United States. Unfortunately, we do not ship to Hawaii, Alaska, or international destinations at this time. If you have any other questions, please contact our customer service team, and we'll be happy to assist you.

Q: How can I track my order?
A: Once your order ships, we’ll send you a tracking number. For white glove delivery, tracking might not be in real-time, but no worries—our delivery partners will reach out to coordinate a delivery time that works best for you!

Product Information

Q: Are all your furniture pieces made from solid wood?
A: Yes, we pride ourselves on crafting furniture from 100% solid wood, ensuring durability and quality for years to come.

Q: How do I care for my furniture?
A: We provide specific care instructions with each item based on its unique materials and craftsmanship. If your item didn’t come with detailed care instructions, you can find our general care guidelines here to help keep your furniture looking its best.

Returns & Exchanges

Q: What is your return policy?
A: We offer a 30-day return policy for items with major manufacturing defects. For change-of-mind returns, items can be returned within 30 days subject to a 18% restocking fee. Items must be returned in original condition and packaging.

Q: How do I initiate a return or exchange?
A: Please visit bostonmills.net/contact to notify us of your return or exchange request. Include a detailed description and photos of any defects for assessment. Our team will guide you through the return process.

Q: Can I return an item bought on sale?
A: Yes, items purchased on sale can be returned under the same conditions as regular-priced items, unless specified otherwise.

Repairs

Q: What should I do if my item arrives damaged or develops a defect?
A: Contact us immediately with a description and photos of the issue. We partner with Guardsman for repairs and will assess if the damage or defect is covered under our guarantee.

Additional Support

Q: What if I have a question that isn't answered here?
A: Our customer service team is happy to help with any additional questions or concerns. Please reach out to us through our contact page or at support@bostonmills.net.