Refund & Returns Policy

Last Updated: March 21, 2026

At Forma Furnish, we take immense pride in the quality and craftsmanship of our custom-made furniture. Because our items are bespoke and manufactured to your specific requirements at our El Paso workshop (1200 Texas Ave, El Paso, TX 79901), our refund policy differs from that of "big box" retail stores.

1. Custom and Bespoke Orders

Most of the products displayed on formafurnish.org are "Made to Order." This means the production process begins only after a client approves a design and a deposit is paid.

• Non-Returnable Items: Any item that has been customized in terms of dimensions, wood species, fabric, or finish is considered a final sale and cannot be returned or exchanged.
• Cancellation Window: You may cancel a custom order within 48 hours of placing the deposit for a full refund. After 48 hours, material procurement usually begins, and a 25% restocking fee of the total project value will apply to any cancellation.

2. Damaged or Defective Items

We stand behind our work. If a piece arrives with a structural defect or is damaged during delivery by our team, we will make it right.

Upon delivery, we require a "White Glove Inspection." You must inspect the furniture in the presence of our installers. If you notice any damage:

• Note the damage on the delivery receipt immediately.
• Contact us at +1 (913) 204-0172 within 24 hours.
• We will either repair the item to "as-new" condition in your home or return it to our workshop for professional restoration at no cost to you.

3. Natural Wood Characteristics

Please note that wood is a natural material. Variations in grain, color, knots, and texture are not considered defects but rather the unique "fingerprint" of the timber. As the humidity in El Paso changes, minor seasonal movement is normal for solid wood. These natural occurrences do not qualify for a refund or replacement.

4. Refund Processing

If a refund is approved (e.g., for a cancelled order within the allowed window or a non-custom accessory return), the following applies:

• Refunds will be issued to the original method of payment.
• Please allow 7-10 business days for the funds to appear in your account, depending on your financial institution.
• Shipping and delivery fees are non-refundable once the service has been performed.

5. Warranty Claims

Beyond the initial return period, Forma Furnish provides a 12-month limited warranty on all structural joinery. If a joint fails due to manufacturing error within the first year, we will repair the item free of charge. This warranty does not cover wear and tear, intentional damage, or improper care (e.g., using harsh chemicals on wood finishes).