1. Who This Applies To

This policy applies to every Customer reaching the end of a Rental Term (or ending one early), whether they ultimately decide to return the Property or to purchase it under the End-of-Term Purchase Option in Section 13 of the Rental Agreement.

2. How to Start a Return — or Choose to Buy

1. As your Rental Term approaches its end (or once you’ve decided to end it early), log into your account  to see your Buyout Price for each item, which will never exceed your Deposit Amount on file.
2. Choose either “Keep & Purchase” or “Schedule Return” for each item, no later than your Rental Term ends (see Section 13 of the Rental Agreement). If you don’t make a choice within this window, the item will be treated as a return and scheduled for pickup.
3. If you choose to purchase:we’ll apply your deposit toward the Buyout Price, refund any difference if the price is lower than your deposit, and confirm by email once title has transferred to you. No pickup is scheduled for purchased items.
4. If you choose to return:tell us your preferred pickup date. We require at least 5 business days’notice for end-of-term returns, and 10 business days’ notice for an early return. We will confirm a pickup window (typically a 3-4 hour window) within 3 business days of your request.

3. Preparing Your Furniture for Pickup

Before the scheduled pickup, please:

• Remove all personal items from drawers, cushions, and storage furniture.
• Wipe down surfaces and vacuum/clean upholstery of visible debris.
• Leave items assembled as delivered unless our team has instructed otherwise — our crew will handle disassembly.
• Ensure clear access to the items (parking, elevator reservation, building access codes, etc.), the same as for delivery.

A missed pickup appointment (no one available, no access) may result in a rescheduling fee of [$50] and an extension of your Rental Term (and continued billing) until the next available pickup.

4. Inspection and Condition Assessment

4.1 Once the Property is picked up, our team inspects each item within 5 business days, documents its condition with photographs, and compares it against the condition recorded at delivery. Items you choose to purchase under the End-of-Term Purchase Option are not picked up or inspected — they are sold “as-is” in their current condition, and Sections 4.2–5 below do not apply to them.

4.2 Normal wear and tear — which is not charged — includes things like minor fading from sunlight, small scuffs consistent with ordinary use, light cushion compression, and minor scratches not affecting function. Damage — which may be charged — includes things like stains that do not come out with standard cleaning, structural damage (broken frames, legs, mechanisms), burns, tears, pet damage beyond minor shedding, mold/odor contamination, and missing parts or pieces.

4.3 If you purchased the optional Damage Protection Plan, charges for covered accidental damage are waived up to the plan’s per-claim limit, subject to its exclusions (see Section 8.2 of the Rental Agreement).

4.4 We will send you an itemized Condition Report with photos for any item where we intend to assess a damage charge, before finalizing your refund.

5. Damage Fee Schedule

Where damage beyond normal wear and tear is found, we charge the lesser of the cost to repair the item or its depreciated replacement value, generally according to the following structure (full item-level fee schedule provided at [link] or in your account):

Damage Type	Typical Fee Range
Minor stain (professionally cleanable)	$0
Major stain / odor (not cleanable)	$50
Structural damage (frame, legs, mechanism)	Cost of repair, up to depreciated replacement value
Missing piece/part	Cost of replacement part, or full depreciated value if not replaceable
Item not returned	Full depreciated replacement value

Depreciated replacement value is calculated as the item’s original retail value less [X% per month/year] of use, with a floor of [$X or X%] of original value.

6. Refunds

6.1 Security Deposit (Items Returned). If you return an item, we will refund its share of the deposit, less any damage charges and outstanding fees, to your original payment method within 10–15 business days of completing the inspection in Section 4.

6.2 Prorated Rent. If you end a Rental Term mid-billing-cycle, any rent paid in advance for days after your confirmed pickup date will be refunded on a prorated basis, less any early-termination fee disclosed at checkout.

6.3 Deposit Applied to a Purchase. If you choose to purchase an item under the End-of-Term Purchase Option, we apply that item’s share of the deposit toward the Buyout Price instead of refunding it. If the Buyout Price is less than the deposit on file, we refund the difference within [10–14] business days of your election to purchase. You will never owe more than the deposit already on file to complete a purchase.

6.4 We will provide an itemized statement showing your deposit, any charges or buyout amount applied, and your net refund, by email and in your account dashboard.

7. Early Termination Fees

If your plan included an early-termination fee (disclosed on your Order Form), it will be applied before calculating your final refund under Section 6. See Section 12 of the Rental Agreement.

8. Partial Returns (Multi-Item Orders)

If your order contains multiple items and you only want to return some of them, you may request a partial return through your account. Your remaining Rental Fee will be adjusted to reflect the items kept, effective from the date of the partial pickup.

9. Disputing a Charge

If you disagree with a damage charge, fee, or refund amount, here’s the process:

Step 1 — Written Dispute (within 14 days). Reply to your Condition Report email or submit a dispute through your account within 14 days of receiving it, including any photos or evidence supporting your position (e.g., delivery-day photos showing pre-existing condition).

Step 2 — Specialist Review (within 5 business days). A member of our resolution team who was not involved in the original inspection will review your dispute and respond in writing with a decision and explanation within 5 business days.

Step 3 — Escalation. If you’re not satisfied with the Step 2 decision, you may request a final review by a senior member of our team  at [email protected]. We aim to respond within 5 business days.

Step 4 — Formal Resolution. If the dispute remains unresolved after Step 3, it will be handled under the dispute-resolution and arbitration provisions in Section 17 of the Furniture Rental Agreement, or in small-claims court where applicable.

While a dispute is pending in good faith under Steps 1–3, we will place a hold on the disputed portion of your charge and will not send it to collections or report it negatively.

10. Contact Us

Questions about a return, pickup, or refund? Contact us at:

• Email: [email protected]