Returns & Refund Policy

1 Custom-made products

Every Southeast Murphy Bed is built to order based on the size, door style, finish, and cabinet options you choose. Because we begin sourcing materials and building shortly after your order is placed, our cancellation and return terms are designed around custom manufacturing. Please review your configuration carefully before ordering.

2 Cancelling an order

To cancel, contact us at [email protected] or (423) 373-5566 with your order number. As long as we receive your cancellation request within the 7-day window, you'll receive a complete refund to your original payment method.

After the 7-day cancellation window has passed, your bed has likely entered production and the order can no longer be cancelled for a full refund. At that point, the return terms below apply.

3 Returns & restocking fee

If you wish to return a completed bed after the cancellation window, the following terms apply:

• A 15% restocking fee is deducted from your refund.
• The customer is responsible for all return shipping costs, including any crating, freight, or handling required to return the item safely.
• Items must be returned in like-new condition (see the next section).

We recommend contacting us before arranging any return so we can confirm eligibility, the return address, and proper packaging requirements.

4 Condition of returned items

Returned items must arrive in like-new, resalable condition — unused, undamaged, and in their original packaging where possible. Returns that arrive showing wear, damage, missing parts, modification, or signs of use may receive a reduced refund reflecting the diminished condition, or may not be eligible for a refund.

To protect your refund, please pack the bed carefully (ideally in its original crating) and insure the return shipment.

5 How to start a return

To request a return:

• Email [email protected] or call (423) 373-5566 with your order number and reason for the return.
• We'll confirm whether your item is eligible and provide return instructions and the return address.
• Ship the item back in like-new condition using a trackable, insured method.

Please don't ship a return without contacting us first — unauthorized returns may be delayed or refused.

6 How refunds are issued

Once we receive and inspect your returned item, we'll process your refund to the original payment method. Approved refunds are typically issued within 5–10 business days of inspection; depending on your bank or card issuer, it may take additional time to appear on your statement.

Refund amounts reflect any applicable restocking fee and any deduction for items not returned in like-new condition. Original delivery or shipping charges are non-refundable, and return shipping is the customer's responsibility.

7 Damaged or defective items

If your bed arrives damaged or has a manufacturing defect, this is handled under our delivery and warranty terms — not as a standard return, and with no restocking fee. Please report transit damage at the time of delivery and contact us within 48 hours with photos. We'll repair, replace, or otherwise make it right. See our Shipping & Delivery Policy for inspection steps and our Lifetime Limited Warranty referenced in our Terms of Service.