Refund policy

Return & Refund Policy

Effective Date: 29 July 2026

Welcome to EamesHermanMiller.com. We strive to provide exceptional furniture, outstanding customer service, and a hassle-free shopping experience. We understand that sometimes a product may need to be returned, and this Return & Refund Policy explains your rights and our procedures.

By placing an order through EamesHermanMiller.com, you agree to the terms outlined below.

Our Commitment

Customer satisfaction is our priority. If you are not completely satisfied with your purchase, we will work with you to resolve any issues fairly and promptly.

Return Eligibility

You may request a return if:

  • The item is unused.

  • The item is in its original condition.

  • The item is returned with all original packaging.

  • All accessories, manuals, fittings and components are included.

  • The item has not been assembled, modified, or damaged by the customer.

  • The return request is submitted within the applicable return period.

Items that do not meet these conditions may not qualify for a refund.

Return Period

Customers may request a return within 30 days from the date of delivery.

Return requests received after 30 days may not be accepted.

Change of Mind Returns

If you simply changed your mind, ordered the wrong item, no longer require the product, selected the wrong colour, size, or finish, or made an ordering mistake, we are happy to accept returns provided the item meets our return eligibility requirements.

Customer Responsibility

For all change of mind returns:

  • The customer is responsible for arranging the return shipment.

  • The customer is responsible for all return shipping costs.

  • Original shipping charges are non-refundable.

  • Any customs duties, import taxes or brokerage fees incurred during return shipment are the responsibility of the customer.

  • We strongly recommend using a fully insured and trackable courier service.

We cannot accept responsibility for items lost or damaged during return transit.

Damaged Items

Please inspect your order immediately upon delivery.

If your furniture arrives:

  • damaged

  • defective

  • incorrect

  • incomplete

please notify us within 48 hours of delivery.

Please include:

  • Your order number

  • Photographs of the packaging

  • Photographs of the shipping label

  • Clear photographs of the damage

  • A brief description of the issue

Failure to report transit damage within 48 hours may affect our ability to process your claim with the shipping carrier.

Manufacturing Defects

If your furniture develops a manufacturing defect during the applicable warranty period, please contact us immediately.

Where a manufacturing fault is confirmed, we may, at our discretion:

  • repair the item

  • replace the affected component

  • replace the entire product

  • provide a full or partial refund where appropriate

Normal wear and tear is not considered a manufacturing defect.

Items That Cannot Be Returned

The following products cannot normally be returned:

  • Custom-made furniture

  • Bespoke upholstery

  • Made-to-order items

  • Personalised products

  • Clearance items

  • Final sale products

  • Gift cards

  • Products damaged due to misuse

  • Products showing signs of wear

  • Products altered after delivery

  • Products without original packaging

Condition of Returned Items

Returned furniture must be received in resalable condition.

Returned items must:

  • be clean

  • be free from scratches

  • be free from stains

  • be free from odours

  • include all hardware

  • include instruction manuals

  • include original packaging materials

Returns received in unsuitable condition may:

  • incur a restocking fee;

  • receive only a partial refund; or

  • be rejected and returned to the customer.

Packaging Requirements

Furniture must be carefully repackaged using the original packaging wherever possible.

Improperly packaged items that become damaged during return transit may not qualify for a refund.

If original packaging has been discarded, customers must use equivalent protective packaging suitable for transporting furniture safely.

Return Authorisation

Returns must be authorised before being sent.

Unauthorised returns may be refused.

Please contact our customer support team before shipping any item.

Include:

  • Order number

  • Full name

  • Delivery address

  • Reason for return

  • Photographs where applicable

We will provide return instructions.

Return Shipping

Unless the item is faulty or supplied incorrectly:

  • Customers are responsible for arranging return shipping.

  • Customers are responsible for paying return shipping costs.

  • Customers assume responsibility until the goods safely arrive at our warehouse.

We recommend using a courier that provides:

  • tracking

  • insurance

  • proof of delivery

Restocking Fee

Most eligible returns do not incur a restocking fee.

However, if returned products require cleaning, repackaging, repair, replacement packaging, or cannot be resold as new, we reserve the right to deduct a reasonable restocking fee from the refund.

Inspection Process

All returned products undergo inspection by our quality control team.

Inspection generally takes 3–7 business days after delivery to our warehouse.

Refund approval is subject to successful inspection.

Refunds

Once your return has been inspected and approved, your refund will be processed.

Refunds are issued to the original payment method used during purchase.

Depending on your bank or payment provider, refunds may take 5–10 business days to appear.

Partial Refunds

Partial refunds may be issued if:

  • packaging is missing

  • accessories are missing

  • manuals are missing

  • components are missing

  • the product shows signs of use

  • the product has cosmetic damage

  • the product has been assembled

The amount deducted will depend upon the condition of the returned item.

Non-Refundable Charges

The following are generally non-refundable:

  • Original delivery charges

  • Express delivery upgrades

  • Installation services

  • Assembly services

  • Customs duties

  • Import taxes

  • Return shipping costs for change of mind returns

Refused Deliveries

If a customer refuses delivery without prior approval:

  • shipping charges may be deducted from the refund;

  • return shipping costs may also be deducted; and

  • any additional carrier fees may be deducted.

Failed Deliveries

If delivery cannot be completed due to:

  • incorrect address

  • customer unavailable

  • failure to respond to courier

  • refusal to arrange redelivery

additional delivery charges may apply.

International Orders

International customers are responsible for:

  • customs duties

  • import VAT

  • local taxes

  • customs clearance fees

  • return shipping costs for non-faulty items

These charges are non-refundable.

Exchanges

We currently offer exchanges subject to stock availability.

If you wish to exchange an item, please contact us before returning the original product.

Where the replacement product has a different price, any balance will either be charged or refunded accordingly.

Cancellation Before Dispatch

Orders may be cancelled before shipment.

Once an order has been dispatched, it must follow the standard return process.

Fraud Prevention

For security reasons, we reserve the right to:

  • refuse suspicious return requests;

  • request proof of purchase;

  • verify customer identity;

  • refuse returns involving fraudulent activity or abuse of our return policy.

Limitation of Liability

Our liability is limited to the purchase price of the affected product unless otherwise required by applicable law.

We are not liable for indirect, incidental, or consequential losses arising from the use or inability to use our products.

Nothing in this policy excludes or limits any statutory rights that cannot legally be excluded.

Contact Us

If you have any questions regarding returns or refunds, please contact our customer support team.

Please include:

  • Your full name

  • Order number

  • Date of purchase

  • Description of the issue

  • Supporting photographs (if applicable)

We aim to respond to all enquiries as quickly as possible.

Policy Updates

We reserve the right to amend this Return & Refund Policy at any time without prior notice.

Any updates will become effective immediately upon publication on EamesHermanMiller.com.

We encourage customers to review this policy periodically before placing an order.

Thank you for shopping with EamesHermanMiller.com. We appreciate your business and are committed to providing premium furniture together with reliable after-sales support.