Refund policy

30-Day Money-Back Guarantee

We offer a 30-Day Money-Back Guarantee: 

• Damaged or defective orders: If your order arrives damaged or defective, we’ll replace it for free.
• Unsatisfied orders: If you’re not satisfied with your order, you can choose either a partial store credit for a future purchase or a refund (minus shipping fees). 

To submit a request, please contact us at info@westsombrio.com and provide your order number and photos or a short video showing the issue, if applicable. Requests must be submitted within 30 days of delivery. 

Please note that orders not delivered by a specific holiday or event date, or the estimated timeframe shown at checkout, do not qualify for a refund. Rare events (such as global supply chain issues or severe weather disruptions) are out of our control and can impact shipping times.

Final Sale (Large Furniture)

Certain large furniture pieces, such as sofas and tables, are final sale and not eligible for a return or refund. Due to their size and freight shipping requirements, return shipping may require specialized carriers and often exceeds the value of the item. Upholstered furniture is also considered hygiene-sensitive, meaning once placed in a home and used, it cannot be resold as new.

If a large furniture item arrives damaged or defective, we will gladly replace it at no cost.

Cancellations and Exchanges

Our warehouses typically process and ship orders within 1-3 days of the order being placed. If you have received your shipping confirmation email, our warehouses have already processed and shipped your order, so there is no way to cancel or exchange the items. If you have not received your shipping confirmation email, contact us at info@westsombrio.com, and we will try our best to cancel the order. After orders are delivered, we are unable to exchange them. 

Wrong Information Provided

Our warehouses typically process and ship orders within 1-3 days of the order being placed. If you have received your shipping confirmation email, our warehouses have already processed and shipped your order, so there is no way to change the shipping address. If you have not received your shipping confirmation email, contact us at info@westsombrio.com, and we will try our best to change the shipping address. 

If you provided the wrong address and the order has been delivered, or the address is deemed insufficient or incomplete by the postal carrier, we cannot issue a replacement or refund.

Missing Orders

If your order or part of your order was not delivered, it may be due to one of the following reasons:

• The order was sent in multiple boxes with separate tracking numbers. Due to the size of some orders, items can be sent in multiple boxes. Please check all tracking numbers provided.
• The order is ready to pick up at a local post office. Please check your tracking details to confirm this.
• The order got "returned to the sender". Please contact us if this occurs. 
• The order was lost in transit by the carrier. Please contact us if this occurs. 

Once a package is marked delivered by the carrier to the address provided at checkout, responsibility for the package transfers to the recipient. If your package is marked as successfully delivered by the postal carrier, and the correct address was provided at checkout, it is possible that your package was stolen from your address. In these rare cases, we advise you to file an investigation with the postal carrier and your local non-emergency police. Since there is no way for us to verify that items were not received, we cannot issue a free replacement or refund.