Refund policy

Return and Refund Policy

Last Updated: September 19, 2026

At Tenora, customer satisfaction is our top priority. We specialize in high-quality sofas, seating collections, and bedroom furniture designed to bring lasting style and comfort to your home. We understand that ordering large furniture online requires confidence, which is why we offer a clear, straightforward return and refund process.

Return Window

We offer a 30-day return policy. You have 30 calendar days from the date your furniture is marked as delivered by the carrier to request a return. Requests submitted after this 30-day period cannot be accepted for a return, exchange, or refund.

Eligibility Criteria for Returns

To qualify for a standard return, your furniture must meet the following criteria:

The item must be in new, unused, and unassembled condition.
The furniture must be securely repacked in its original factory cartons, complete with all interior protective wrapping, hardware packs, cushions, legs, and instruction booklets.
Products showing signs of assembly, modification, physical wear, fabric stains, pet hair, or damage caused by improper customer handling are not eligible for return.
You must provide proof of purchase or your original Tenora.us order confirmation number.

Non-Returnable and Excluded Items

Certain items cannot be returned due to hygiene, safety, and freight constraints:

Mattresses or bedding products that have been unsealed, removed from protective plastic wrapping, or used.
Custom, special-order, or personalized furniture items.
Clearance, warehouse sale, or floor-model items marked as "Final Sale."
Gift cards.

How to Initiate a Return

Please follow these steps to start a return:

Submit a Request: Contact our customer service team by email at support@tenora.us or by phone at +1 415-303-3146. Include your order number, the item(s) you wish to return, and the reason for the return.
Receive Return Authorization: If your return request is approved, we will provide a Return Merchandise Authorization (RMA) number along with detailed return packaging instructions and the authorized warehouse return address.
Dispatch the Return: Pack the furniture securely in its original packaging. Clearly display the RMA number on the outer return label and ship the package using a tracked and insured freight or parcel carrier.

Please note: Any item returned without prior authorization and a valid RMA number will be refused by our warehouse and returned to the sender.

Return Shipping Costs and Fees

Defective, Damaged, or Incorrect Items: If you receive an item with structural defects, fabric flaws, or transit damage, or if the wrong product was sent, Tenora will cover all return freight and shipping costs.
Customer Remorse Returns: If you decide you no longer want the product, ordered the incorrect size or color, or if the furniture does not fit into your designated room or entryway, the customer is responsible for the actual return freight shipping costs.
Restocking Fees: We do not charge a restocking fee for approved returns returned in their original packaging and resellable condition.

Damaged, Defective, or Incomplete Furniture Upon Arrival

Please inspect all cartons upon arrival before signing the driver's delivery receipt. If external damage to the packaging is noticeable, take clear pictures and write "Damaged Upon Delivery" on the bill of lading or proof of delivery.

If your sofa or bedroom furniture arrives damaged, defective, or with missing components:

Take clear photos of the damaged packaging, shipping labels, and the affected parts.
Contact our support team within 48 hours of delivery at support@tenora.us with your order number and attached images.
We will review your claim within 1 to 2 business days and coordinate replacement parts, a replacement unit, or an appropriate solution at zero additional cost to you.

Refund Process and Timelines

Once your returned shipment arrives at our inspection facility, our warehouse team will inspect the item within 3 to 5 business days to confirm its condition.

Refund Decision: We will send you an email confirmation notifying you of the approval or rejection of your refund.
Refund Issuance: Once approved, your refund will be processed automatically back to your original payment method.
Processing Time: Depending on your financial institution or credit card provider, it typically takes 5 to 10 business days for the funds to post to your account statement.

Exchanges

The fastest way to exchange a product is to return the original item following our return procedure. Once your return request is approved and the item is inspected, you can place a new order on Tenora.us for the desired sofa, sectional, or bedroom piece.