This page covers the terms most relevant to it. The complete policy — every clause, numbered exactly as on your signed order form — is at Delivery, Exchange, Refund & Order Form Addendum.
Overview
This Delivery, Exchange, Refund & Order Form Addendum (the “Policy”) applies to all purchases made through Ferro Furniture LLC (“Ferro,” “Ferozzi,” “we,” “us,” or “our”). By placing an order, accepting delivery, or otherwise using our services, you (the “customer”) agree to the terms set out below.
This Policy forms an integral part of your purchase agreement and the signed order form. Because most of our pieces are made to order, please review your selection — including color, fabric, finish, and dimensions — carefully before purchasing. For delivery scheduling, access requirements, and delivery fees, see our Shipping & Delivery policy.
1. Inspection and Damage Reporting
The reporting window for damage or discrepancies depends on how your order is fulfilled:
- In-home delivery or assembly by Ferro personnel: Inspect the product(s) at the time of delivery, while the delivery team is present, and report any visible damage or discrepancy immediately by noting it on the delivery receipt and providing photo or video evidence.
- In-store pickup: Inspect the product(s) before leaving the store. Any concealed damage not reasonably discoverable at pickup must be reported within 72 hours of pickup, with photo or video evidence.
- Shipped or online orders: Inspect the product(s) promptly upon receipt. Any damage or discrepancy must be reported within 72 hours of delivery, with photo or video evidence.
Claims reported outside these windows, or without supporting photo or video documentation, may be declined at our discretion. We are not responsible for damage or alterations reported after the applicable window above; only claims documented and reported within that window, with photo or video proof, can be processed.
2. Returns
All purchases are final sale. We do not accept returns except where required by law, such as items that are defective or not delivered as ordered. Because most of our furniture is made to order, we strongly recommend requesting fabric, leather, or finish swatches before placing your order.
Products may not be returned directly to our retail locations without prior written authorization. Unauthorized returns cannot be accepted or processed.
3. Exchanges
An exchange right applies only to in-stock or standard items. It does not apply to custom-made or special-order products (see Section 4).
- Items must be returned within 7 days in new, unused condition and in their original packaging.
- Exchanges may only be made for items of equal or greater value.
- A restocking fee of 25% of the purchase price applies, as permitted by law. The exact restocking fee applicable to your order is disclosed and initialed by you on the signed order form.
- Delivery and shipping fees are non-refundable.
- Photographic evidence is required for any exchange request.
- Items returned without their original packaging, or with damaged packaging, may incur a repackaging fee.
4. Custom-Made and Special Orders
Custom-made or personalized products are final sale and are not eligible for return, exchange, or cancellation once production has begun, except as expressly provided in the Delivery Delays and Discontinued or Unavailable Products sections. Because these items are manufactured specifically to your chosen specifications, no cooling-off or cancellation right applies to custom orders.
Subjective reasons — such as dissatisfaction with color tone, fabric shade, or perceived differences — are not valid grounds for return or exchange. Natural variations in wood, leather, fabric, or stone are not considered defects.
Only objective defects (damage, incorrect product, missing parts) will be resolved, provided the issue is documented with photo or video evidence within the applicable reporting window described in Section 1.
Deposits on custom-made or special-order items are non-refundable, except as expressly provided in the Delivery Delays and Discontinued or Unavailable Products sections. The exact deposit amount or percentage for your order is stated on the signed order form. The remaining balance must be paid in full before delivery.
5. Damaged or Defective Items
Reporting requirement: Damaged or defective items must be documented with photo or video evidence and reported within the applicable window described in Section 1.
Resolution: We will arrange a free repair, replacement part, or product replacement at no cost to you.
Multi-piece sets: Only the defective piece will be replaced. A full set replacement will occur only if the entire set is rendered unusable.
6. Limited Warranty
Ferozzi furniture is covered against defects in materials and workmanship under normal residential use, from the date of delivery:
- Frame and construction — 5 years. Covers the frame, joinery, and structural components, including springs and suspension.
- Fabric, leather, upholstery, and cushions — 2 years. Covers manufacturing defects in the covering material, stitching, and cushion fill.
The warranty extends to the original purchaser only, is not transferable, and requires proof of purchase.
How to make a warranty claim. Report the issue with photo or video evidence. Damage or defects present at handover must be reported within the windows in Section 1. Defects that appear later must be reported within the warranty period, in writing, with photo or video evidence and your order number.
Our right to inspect and cure. Before any repair, part replacement, or exchange is approved, we may inspect the item and repair or replace the affected components. Reasonable access must be provided for this inspection; refusing access waives the claim.
Resolution. Where a claim is accepted, we will arrange a free repair, replacement part, or product replacement at no cost to you, at our election. For multi-piece sets, only the affected piece is replaced; a full set is replaced only if the entire set is rendered unusable. Repair or replacement is the sole and exclusive remedy under this warranty, and our liability remains limited as set out in Section 13.
User error is not covered. This warranty covers manufacturing defects only. Damage resulting from how a piece is used, cleaned, moved, or maintained is the customer’s responsibility — including misuse, overloading, standing or sitting on arms, backs, or unsupported areas, neglect, accidents, spills and stains, pet or child damage, improper or abrasive cleaning products, exposure to excessive humidity, direct sunlight, or heat, and any alteration or repair attempted by anyone other than Ferro personnel.
Also not covered:
- Items purchased on sale or clearance, or sold as floor samples — these are sold as is, with no warranty, return, or exchange.
- Mattresses and foundations, which are subject only to the manufacturer’s warranty. Please refer to the warranty agreement provided with your order.
- Natural variations in wood, leather, fabric, or stone, and differences in color tone or shade — these are characteristics of the material, not defects.
- Normal wear, fading, softening and indentation of cushions and fill, and use in a commercial or rental setting.
- Damage occurring during assembly, disassembly, or relocation not performed by Ferro personnel.
- Damage, warping, or material changes caused by storage beyond 30 days, or by unsuitable environmental conditions such as excessive humidity, direct sunlight, or proximity to heat sources.
- Damage occurring after delivery is complete, including damage in transit if the item is moved by anyone other than Ferro personnel.
- Items that do not fit the intended space; verifying measurements and access is the customer’s responsibility.
This limited warranty gives you specific legal rights, and you may have other rights that vary by state. Nothing in this section limits any right that cannot be waived under applicable law.
7. Sale, Clearance, Floor Sample, and Custom Items
Items purchased on sale or clearance, as floor samples, or as custom-made items are final sale and are not eligible for return or exchange.
8. Mattresses and Foundations
Returns or exchanges for mattresses and foundations are subject to manufacturer warranties. Please refer to the warranty agreement provided with your order.
9. Manufacturer Error Upon Timely Delivery
In the rare case where an item is delivered on time but does not match specifications due to a manufacturer or supplier error, we will act as an intermediary to resolve the issue:
- You must report the issue within 48 hours of delivery.
- Resolution may include a replacement part, a full product replacement, or, in some cases, a partial refund, depending on the manufacturer’s process.
- This does not constitute fault on our part, and additional production and delivery time may be required.
10. Discontinued or Unavailable Products
If a fabric, finish, color, or model you selected becomes discontinued or unavailable from the manufacturer during the production period, we will notify you as soon as reasonably possible and offer, at your choice: (a) a comparable substitute at no additional cost; (b) an alternative selection, with any price difference credited or charged as applicable; or (c) cancellation of the order with a full refund of all amounts paid. We are not liable for any indirect or consequential damages arising from such discontinuation.
11. Refund Method
Refunds, where applicable under this Policy, are issued using the same payment method originally used, except that:
- Cash payments are refunded by company check within 15 business days.
- Zelle payments are refunded by company check or Zelle, at our discretion, within 15 business days.
- Credit or debit card payments are credited back to the original card, normally within 5 business days of approval. The time for the credit to appear on your statement depends on your issuing bank.
No refund will be issued to a third party or to a payment method different from the one used for the original purchase.
12. Chargebacks and Credit Card Disputes
If a chargeback is initiated after confirmed delivery, we reserve the right to submit delivery evidence — including signed documents, photos, and time-stamped records — to dispute the claim. We ask that you contact us first — most matters are resolved faster, and in full, without a dispute. Nothing in this Policy limits your right to dispute a charge with your card issuer.
13. Limitation of Liability
Our liability shall not exceed the purchase price of the product under any circumstances. Indirect, special, incidental, punitive, or consequential damages are excluded to the extent permitted by law.
14. Governing Law and Dispute Resolution
This Policy is governed by the laws of the State of Georgia. Any dispute will be resolved exclusively through binding arbitration in Fulton County, Georgia, under the rules of the American Arbitration Association (AAA). To the extent permitted by law, you waive the right to a jury trial and the right to participate in any class action. Nothing in this section prevents either party from bringing an individual claim in small claims court for disputes within that court’s jurisdiction.
Before initiating arbitration or legal action, you must provide us with written notice of the dispute and allow 60 days to resolve the issue. This arbitration provision is a material term of the parties’ agreement and is initialed by the customer on the signed order form.
If any provision of this Policy is deemed invalid or unenforceable, the remaining provisions remain in full force and effect. This Policy, together with the signed order form and invoice, constitutes the entire agreement between the parties and supersedes all prior statements or representations.
Acknowledgment
By placing an order, signing an order form, or accepting delivery of products from Ferro Furniture LLC, you confirm that you have read, understood, and agree to all terms of this Delivery, Exchange, Refund & Order Form Addendum, including the arbitration agreement and class action waiver in Section 14.
A copy of this Policy, together with an initialed acknowledgment of the arbitration provision, is retained on your signed in-store or in-home order form. This web version is provided for reference and does not replace the signed order form.
Questions
For help with a delivery, exchange, or claim, contact us at info@ferozzi.com or +1 (470) 380-2214. A current copy of this Policy is always available at ferozzi.com.
The Ferozzi website and store are operated by Ferro Furniture LLC, d/b/a Ferozzi Furniture & Ferozzi Design.