Returns & Refunds
Everything you need to know about our return process, claim windows, and what to do if something isn't right with your order. Read the time windows carefully — they are strictly enforced.
The KM Home Furniture return policy allows new unopened items to be returned within 24 hours of delivery for store credit, or exchanged for a different item within 7 days through our reselection program. Refunds are issued as store credit (not cash), a 25% restocking fee applies to returns and reselections, and delivery fees are non-refundable. Damage and defect claims have separate, faster windows: visible damage must be reported within 24 hours and hidden defects within 72 hours. Certain categories — mattresses, special orders, clearance, outlet, "AS-IS", and assembled items — are final sale.
Standard Return Window
24 hours from delivery, for new unopened items in their original packaging. Email service@kmhomefurniture.com with your order number and request an RMA before shipping anything back.
Reselection Window
7 days from delivery — if you have opened the item and decided it is not quite right, you can swap it for something else from our catalog. Mattresses, clearance, outlet, and AS-IS items are excluded.
Refund Method
Store credit only — no cash refunds. Store credit is good toward any current or future purchase at KM Home Furniture. Delivery and assembly fees are never refundable.
The One Rule To Remember
All return, exchange, and damage claim requests must be submitted in writing by email — phone calls alone do not count as notice. Email service@kmhomefurniture.com within your applicable window (see Claim Windows below) with your order number, photos, and a description of the issue.
Know Your Deadlines. All return, exchange, and damage claim requests must be submitted within the specific time windows listed below. Once a window has passed, KM Home Furniture is unable to process the claim. All claims must be submitted in writing — phone calls alone do not count as notice.
Visible Delivery Damage & Returns
Any damage you can see at the time of delivery — dents, tears, broken parts, wrong color — must be reported within 24 hours. This window also applies to new, unopened item returns for full store credit. Photograph everything immediately and email service@kmhomefurniture.com.
Hidden (Latent) Defects
Defects that weren't visible during delivery inspection — such as a mechanism that only fails upon first use or internal structural issues — must be reported within 72 hours of delivery with photos and a written description.
All Other Post-Delivery Claims
Missing parts, incorrect items delivered, assembly issues discovered after unpacking, or any other post-delivery concerns must be submitted within 7 days of receiving your order.
Freight-Shipped Item Returns
If your item was shipped via a third-party freight carrier (UPS, FedEx, USPS), you must email your tracking number and order number to support@kmhomefurniture.com within 7 days of delivery to initiate a return.
Reselection Period (Unopened Items)
Not in love with your purchase? You have 7 days from delivery to select a different item. Call our design center at (281) 377-8547 during business hours. A 25% restocking fee and a new delivery fee apply.
Limited Warranty Claims
KM offers a 3-month limited warranty against manufacturer defects on all standard merchandise. Warranty claims must be submitted within this window with your original receipt, photos, and a written description of the issue.
Maximum Legal Claim Limit
All formal legal claims, arbitration demands, or disputes relating to your purchase must be filed within one year of the date the issue arose. Claims filed after this period are permanently time-barred under our Terms and Conditions.
Step by Step. Follow these steps in order. Missing any step may delay or disqualify your return.
How Refunds Work
- Store credit only — no cash refunds on returned items
- Delivery and assembly fees are never refundable
- Refunds are issued after inspection and RMA confirmation
- A 25% restocking fee is deducted from all approved returns
- Free shipping offers are void if the order is cancelled or returned
Return Conditions
- Item must be new and completely unopened
- Must be in its original, undamaged packaging
- Must have an RMA number on the outside of the package
- Assembled items are not eligible for return
- Items moved from their original delivery location void the warranty
Freight Return Process (For Items Shipped Outside Houston)
If our delivery technicians delivered your item and you wish to return it, follow these steps:
1. Ensure the unopened item(s) are packed in their original box.
2. Schedule shipping through a freight company such as UPS, FedEx, or USPS to: KM Home Furniture Distribution Warehouse, 1510 Hopper Rd, Houston, Texas 77093.
3. Email the tracking number to service@kmhomefurniture.com along with your order number. This must be done within 7 days from the time the item was delivered.
4. Upon receipt, we will sign the freight company's packing slip, open the box, and inspect the item.
5. If the item is still new, unused, and unopened, we will collect the 25% restocking fee and credit you with the difference as store credit.
KM Furniture strives to make every customer 100% satisfied with their purchase. If the piece you picked is not quite right after you live with it, you have 7 days from delivery to reselect a different item.
What Is NOT Eligible For 7-Day Reselection
- Mattresses
- Special-order furniture pieces
- Clearance items
- Outlet items
- Items sold "AS-IS"
- Items that arrived damaged or scratched (these go through the damaged-items process, not reselection)
- Open or already-used items
Orders placed through our online store at kassamall.com are categorized as "Special Orders" in our system. Cancellation rules below apply to all online orders.
Eligible For Full Refund
You can cancel an online order for store credit minus the 4% payment processing fee if both of these are true:
- Cancellation is requested within 24 hours of placing the order
- No delivery has been scheduled at the time of the cancellation request
After 24 Hours Or After Scheduling
If cancellation is not requested in time, the order will be scheduled for shipment. This means you will incur:
- Shipping costs (nonrefundable)
- A 25% restocking fee (you receive 75% store credit)
Cancellation Fees — Complete Details
- Within 24 hours of order: 4% payment processing fee deducted from your store credit
- After 24 hours of order: 75% store credit only (25% restocking fee retained)
- Delivery charges are non-refundable under any circumstance
- In-store orders cannot be cancelled once placed
- Orders over $1,500: a $399 design consultation fee applies if cancelled at any time
How To Cancel
Email service@kmhomefurniture.com within the first 24 hours of placing your order, clearly stating your intent to cancel along with your order number. A phone call alone does not constitute notice — the cancellation must be in writing.
Do Not Sign Without Noting Damage
If you sign the delivery receipt without noting any damage, it is treated as confirmation that your order arrived in satisfactory condition. Once the driver leaves and you have signed without noting damage, your ability to file a claim may be severely limited. Always inspect first, then note any damage on the delivery receipt before signing.
Damage claims have two distinct paths depending on whether you picked the item up yourself or had it delivered. Both require action within 24 hours.
Items Damaged On Delivery
Follow these 6 steps exactly at the time of delivery:
1. Inspect the item before the driver leaves.
2. Note all damage in writing on the delivery receipt.
3. Refuse visibly damaged items.
4. Ask the driver to sign the POD (Proof of Delivery) noting the damage.
5. Call (281) 377-8547 or email service@kmhomefurniture.com immediately.
6. Submit a written claim with photos and order number within 24 hours.
- Window24 hours
- Keep packagingRequired
- Note on receiptBefore crew leaves
- Email + photosRequired
Items Damaged On Pick-Up
Follow these 6 guidelines for warehouse pickups:
1. Inspect all items at the warehouse before loading them into your vehicle.
2. Once items leave our facility, KM Home Furniture is not responsible for damage that occurs during transit or unloading.
3. If an item is defective at the time of pick-up, we will retrieve it before you leave.
4. We will return it to the manufacturer and reschedule pick-up of the replacement.
5. Bring an appropriate vehicle and all securing materials (straps, blankets, padding).
6. You are responsible for loading, transport, and unloading the items.
- InspectBefore loading vehicle
- After leavingOur liability ends
- Defect at warehouseReturned to manufacturer
- Replacement timingPer stock & manufacturer
No Returns Accepted. The following categories are final sale and are not eligible for return, exchange, or refund under any circumstances (damage claims are handled separately — see the Damaged Merchandise section).
Mattresses
Not eligible for return or 7-day reselection. Manufacturer warranties apply — see our Warranty page.
Special Orders
Custom configurations, special fabrics, and made-to-order items cannot be returned once production starts.
Clearance Items
Items reduced for clearance are not returnable. Clearance does carry a limited 90-day manufacturer-defect warranty.
Outlet Items
Outlet merchandise is final sale.
"AS-IS" Merchandise
"AS-IS" items are sold in their current condition with no warranties, no returns, no guarantees.
Assembled Items
Once an item is assembled, it is no longer eligible for return. Inspect everything before assembly.
Glass Products (After Receipt)
Glass tabletops, mirrors, and glass shelving are non-returnable once accepted at delivery or pickup.
Accessories & Lamps
Decorative accessories and lamps are final sale and cannot be returned or exchanged.
Commercial Use Items
Items purchased for commercial, hospitality, or office use are not eligible for return under our residential return policy.
AS IS Merchandise — Absolute Final Sale
Items sold "AS IS" carry no warranty of any kind and are not eligible for return, exchange, refund, or service. You have the opportunity to inspect AS IS items before purchase. Once purchased, the sale is completely final with no exceptions.
Filing a Warranty Claim. KM Home Furniture provides a 3-month limited warranty against manufacturer defects on all standard merchandise. Here is what is covered and how to claim it.
What's Covered
- Manufacturer defects in materials or workmanship
- Structural frame failures under normal use
- Mechanism failures (subject to manufacturer warranty)
- Fabric defects (not wear or soiling)
- Power device failures on clearance items (30 days)
What's Not Covered
- Normal wear and tear, fading, pilling, soiling
- Color or grain variation in leather, wood, fabric
- Damage from misuse, accidents, or improper assembly
- Items moved from their original delivery location
- Glass breakage after receipt
Warranty Claim Requirements
To file a warranty claim you must have your original receipt, submit digital photos and a written description of the defect within the applicable window, and the item must remain at its original delivery location. Claims submitted without a receipt will not be processed.
Full Warranty Details — for material-by-material coverage (upholstery, leather, wood, glass, bedding, and mattresses), the complete claim procedure, and manufacturer warranty pass-through details, see our dedicated Warranty page.
Don't see your question? Call or text us at (281) 377-8547 — Monday through Saturday.
How do I return a piece of furniture I just received?
To return a new unopened furniture item from KM Home Furniture, email service@kmhomefurniture.com within 24 hours of delivery or pickup with your order number, then await an RMA (Return Merchandise Authorization) number before shipping anything back. Do not ship anything without an RMA — packages without one cannot be processed.
What is an RMA and why do I need one?
An RMA (Return Merchandise Authorization) is a tracking number KM Home Furniture issues after reviewing and approving your return request, and it must be affixed to the outside of any package you ship back. It serves as proof that we have approved the return and lets us process it when the package arrives. Returns without an RMA may be refused or significantly delayed.
What is the difference between a return and a reselection?
A return means giving the item back for store credit (available within 24 hours, item must be new and unopened), while a reselection means swapping the item for something different from our catalog (available within 7 days, even if you have opened the piece). Reselection always involves a 25% restocking fee plus a new delivery charge. Both result in store credit, not cash.
Can I return a mattress to KM Home Furniture?
No — mattresses are not eligible for return or 7-day reselection due to health and sanitation policies enforced by manufacturers. If your mattress has a manufacturing defect, it is covered under the manufacturer's warranty — details are on our Warranty page. Use a mattress protector from day one to keep warranty coverage valid.
What about clearance, outlet, or "AS-IS" items?
Clearance, outlet, and "AS-IS" items are final sale and cannot be returned or exchanged. Clearance items do carry a limited 90-day manufacturer-defect warranty. Outlet and "AS-IS" items carry no warranty at all. The discounted price reflects this. See our Warranty page for full details.
Can I cancel an online order after I have placed it?
Yes — you can cancel an online order within 24 hours of placing it (and before delivery is scheduled) for store credit minus a 4% payment processing fee. Email service@kmhomefurniture.com with your order number and a clear cancellation request. After 24 hours or once delivery is scheduled, a 25% restocking fee plus shipping costs apply (you receive 75% store credit). In-store orders cannot be cancelled. Orders over $1,500 incur a $399 design consultation fee if cancelled at any time.
Will I get a cash refund or store credit?
All returns, cancellations, and reselections from KM Home Furniture are issued as store credit — there are no cash refunds. Store credit can be applied toward any current or future purchase at KM Home Furniture. Original delivery and assembly fees are not refunded under any circumstance.
My item arrived damaged — what should I do right now?
Do not sign the delivery receipt without noting the damage in writing, refuse the item if visibly damaged, then within 24 hours email service@kmhomefurniture.com with your order number, photos of the damage, and a written description. Call (281) 377-8547 as well, but the email is the documentation that allows us to help. Without an email and photos, our office cannot process the claim.
I picked up an item and noticed damage when I got home — can I return it?
No — once items leave our store or warehouse, KM Home Furniture cannot take responsibility for damage or staining that occurs during transit or unloading. This is why we strongly recommend inspecting every piece carefully before loading it into your vehicle. If we made an error at the warehouse and you can show the damage was present before pickup, contact us within 24 hours and we will investigate.
I live outside Houston — how do I return something to KM Home Furniture?
For shipped returns outside our local delivery area, ship the unopened item back via UPS, FedEx, or USPS to 1510 Hopper Rd, Houston, TX 77093, and email the tracking number plus your order number to support@kmhomefurniture.com within 7 days of receiving the item. Once we receive and inspect it, we will deduct the 25% restocking fee and issue the difference as store credit.
Our customer service team is here to help. Reach us by phone or email and we'll get back to you fast.
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