Warranty + Return Policies

Warranty and Return Policy

Key Home Furnishings is proud of the carefully chosen products we carry and want you to be perfectly satisfied with your purchase. Our customer service information is below:

Key Home Furnishings

Attn: Customer Service

15151 SW Bangy Rd.

Lake Oswego, OR 97035

Phone (503) 598-9948

Fax (503) 598-9987

E-mail: info@keyhomefurnishings.com

Our customer service team will take your claim seriously. After acquiring all necessary information, which may include a detailed description of the damage and photos, Key Home will work with the factory on your behalf and keep you updated and informed on procedures, parts, repairs, or other services needed. You can rest assured that your claim will be addressed and resolved as quickly and efficiently as possible.

WARRANTY POLICY

During Delivery: If damage is noticed during delivery, please contact Key Home Furnishings immediately while the delivery team is in your home. If you are unable to reach us, please note the damage on the delivery ticket and accept the merchandise until we can resolve the issue. The customer service team will be able to serve you better with the furniture in your home and will contact you to resolve the issue as quickly as possible. In most cases, issues can be easily resolved without shipping anything back to our retail store or the factory. The most important step is to make detailed notes on the delivery receipt that the customer service team will receive from the delivery company. 

After Delivery/Pick Up: Please inspect your new furniture thoroughly within the first 48 hours of delivery and notify customer service immediately in regard to any issues. After this time period, all warranty coverage will be handled according to the terms of the manufacturer’s warranty. 

Can I Return My Purchase? Yes.** Merchandise can be returned within the first 48 hours of receipt of goods.** Merchandise must be returned in the same condition it was received. Unassembled merchandise should be returned in the factory sealed carton; as a result, please do not discard any packaging material until you are certain the items will work for your needs. Merchandise can be returned within seven days of receipt of goods with a 25% restocking fee.** Merchandise must be returned in the same condition it was received. We cannot accept any returns or exchanges after seven days of receipt of merchandise. Normal delivery fees apply for all returns and exchanges.  All returns need approval before returning merchandise. 

**We regret we cannot accept returns of custom, special order, as-is, floor model, discontinued, clearance, or package price purchases or items accidentally damaged after delivery or pick up.

If paid by check or cash, a refund check will be mailed to you within 14 days of return of goods. Payment by credit or debit card can be credited immediately upon return of merchandise, according to terms.

Product Warranties

Key Home Furnishings is happy to provide complete manufacturer warranty coverage on all of our products.

Our customer service team will take your claim seriously. After acquiring all necessary information, which may include a detailed description of the damage and photos, Key Home will work with the factory on your behalf and keep you updated and informed on procedures, parts, repairs, or other services needed. You can rest assured that your claim will be addressed and resolved as quickly and efficiently as possible.

Claims pertaining to manufacturer damage need to be reported to Key Home Furnishings as soon as possible. Please keep in mind, Key Home Furnishings is not responsible for transportation of warranty claims, however, as a courtesy, if a claim is filed within 30 days of delivery, transportation in the Portland area will be provided complimentary by Key Home Furnishings. Merchandise picked-up from our warehouse needs to be exchanged at our warehouse; unfortunately, Key Home cannot be responsible for transportation unless the item was delivered through Key Home or one of Key Home’s accepted delivery companies.

All claims are subject to Key Home Furnishings inspection of the product, based upon manufacturer warranty procedures. Photos of the defective or damaged item are required prior to service authorization. We appreciate your assistance in sending photos and we will assist and accommodate you if you are unable to do so. Warranty claims requiring inspection from a Key Home employee will require a minimum $69 service fee prior to inspection. We understand the frustration associated with the necessary fees, and therefore are willing to refund the service fee for all valid warranty claims. Items will be repaired, partially replaced, or completely replaced. This is solely at the discretion of the manufacturer’s warranty and manufacturer’s decision.

A.R.T. furniture products have a one year warranty from date of purchase against defects in all products. 

Aspen Home furniture leather products have a lifetime warranty on the frame construction, three year warranty on all reclining mechanisms and motors, one year warranty on cushions, springs and defects in leather. Wood products carry a one year warranty against defects.

Coaster furniture products have a one year warranty from the date of purchase against defects on all products. A warranty card should be included upon receipt of goods. 

Emerald furniture upholstery products have a ten year manufacturer’s warranty on the frame and springs. A five year warranty on reclining mechanisms and a one year warranty on cushions, seams, and leather defects. Wood products carry a one year warranty against defects.

Flexsteel upholstery and leather products have a lifetime warranty on the frame, springs, reclining mechanism, and cushions (luxury cushions carry a two year warranty). A five year warranty on all sleeper mechanisms. Wood products carry a one year warranty against defects.

Flexsteel Latitudes collection upholstery and leather products have a lifetime warranty on the frame and springs. A five year warranty on cushions and reclining mechanisms, and a one year warranty on all fill materials.

Home Elegance or AGA furniture upholstery products have a one year manufacturer’s warranty on the frame, cushions, and springs. Wood products carry a 90-day warranty against defects. Claims for missing parts must be made within 10 calendar days. 

Magnussen furniture products have a one year warranty from date of purchase against defects on all products.

Riverside furniture products have a one year warranty from date of purchase against defects in all products. 

Robert Michael furniture purchases include a lifetime manufacturer’s warranty on the frame, cushions, and springs. Seam failure is warranted for one year from date of purchase. A warranty card should be attached to your furniture upon receipt.

Stanton furniture purchases include a lifetime manufacturer’s warranty on the frame, cushions, and springs. Seam failure is warranted for one year from date of purchase. A warranty card should be attached to your furniture upon receipt.

Tradewins furniture products have a one year warranty from the date of purchase against defects on all products.

Winners Only furniture have a one year warranty against all defects with the exception of desks, which offers a limited lifetime warranty. The only exception is seasonal splits, which shall be warranted for a period of one year. 

All Other Products

Products not specified above are guaranteed to be in new condition upon receipt of goods. Due to the wide range of manufacturers for these products many different warranty coverage’s will apply. For these items, please contact us for more information before making your purchase. 

Key Home Furnishings would like the opportunity to resolve your claim. Please contact Key Home Furnishings customer service directly and allow us to contact the manufacturer on your behalf to correct any issues that may occur.

Special Notes

The above policies are general guidelines that should be applicable to most situations. If you have specific questions or concerns, please contact us before making your purchase and we will be happy to provide more details and help you determine if the product you are interested in is right for you.

Tips

Please be very careful when unwrapping your set. While cutting tape or plastic packaging, it is important to be sure you do not accidentally cut your furniture underneath the wrapping. 

If you have trouble getting any pieces through a doorway, please do not try and force the piece through.  Instead, please give us a call and we will help you determine the best way to handle the situation. 

When unwrapping your furniture, please note that small items, such as hardware, feet, shelves, etc… may be included. Please be careful not to discard any of these items. Shelves are sometimes packaged underneath the unit, packaged under a buffet for example, and feet may be packaged inside a sofa through zipper access underneath the item.