Returns, Exchanges & Buybacks (How To)Updated a month ago

At Sabai Design, we encourage our customers to measure twice, buy once, in effort to slow down wasteful returns. That said, we understand buying furniture online can be difficult, and while we want all of our customers to enjoy their Sabai, we know not everything is a perfect match. If you would like to get started on the return process, our team is here to help you every step of the way!

We have a 100% made-to-order business model, promoting slower consumption and less waste, which is why we try to resell all returns through our Open Box Program, reducing touch points and emissions with the goal of shipping from customer to customer, before going to a third party returns center. Below is more information on our policy and process, please reach out with any questions.  

You can view our full return policy here and you can start a return by filling out this form.

Return Process

Though we never like to hear that one of our products isn't working out, we understand not everything can be a perfect match. We accept returns within 30-days of delivery (not unboxing), and our customer support team is here to help you with every step of the process.

Once you fill out a return form, our team will reach out with a few more questions and bits of confirmation. Once we have your reply, we will officially start the process and post your return for resale. 

If we do not have a buyer within five business days, the return will go to our third-party returns partner. Our team will send packaging if you need it, instructions on how to pack, and grab photos to confirm everything is ready for pick up. 

We will then schedule a pick-up for FedEx to come take the boxes, and once everything is delivered to its new home and inspected for quality assurance, we will process your refund. Refunds take 5-7 business days to be credited to the original form of payment. 

Exchange Process

In order to prevent buying something that you're not completely happy with, we recommend checking out our article on Creating Your Seating Piece. It is crucial to properly measure your space and get swatches before deciding on a size and fabric. As always feel free to reach out to our team if you have questions. To start an exchange, fill out a form here. 

After filling out one of our return forms, our customer support team will respond with next steps. If you are exchanging for a larger piece, we will send you an invoice for the difference, plus our 10% exchange fee, plus shipping and taxes that will be calculated at check out. If you're exchanging for a smaller piece, we will refund the difference, minus our 10% exchange fee, shipping costs for the new piece and taxes. Please note if you need new packaging sent to you to box up your piece, a 5% packaging fee will be added to the processing fee. 

Once the invoice is paid or refunded, the new piece will be put into production and take the current lead time to be made. We will not ship your exchange piece until your original piece has been returned and inspected for quality control, no exceptions.

During the production of your new piece, our team will work on reselling the furniture you are exchanging. Once we have a buyer, we will send you packaging instructions and grab some photos to confirm everything is ready for pickup. 

We will schedule a pick-up to take away your current furniture and once your new furniture arrives, the exchange will be finalized. 

Buybacks

Part of our core mission of sustainability is ensuring that our pieces do not end up in landfills. For this reason, we offer our Buyback Program. 

If you have a Sabai Design piece that is outside of our 30-Day return window, that you would like to find a new home for, we've got you. We offer buybacks for older pieces of our furniture with a similar process to our Open Box returns. 

Start by filling out a buyback form here. Our customer support team will reply with a few more questions and bits of confirmation. 

We will start by posting your piece for resale, discounting it at up to 50% off the retail price you paid. Once sold, we will finalize the buyback in three easy steps.

1. We would ship you boxes to disassemble and pack up the piece.

2. We'd send shipping labels and schedule a Fedex Pickup to ship the sofa to the new customer.

3. Once it is delivered to it's new home, we will pay you the percentage of the sale price by check or gift card. For our internal process (no time restraints) we can offer 20% of the resale price if you'd like a check, or 30% if you'd like a gift card. If you would like the piece off your hands before we can find a buyer (sent to our third party), we can offer 15% of the resale price for a check and 25% for a gift card. 

*Note that we cannot accept buybacks from orders #4158 or earlier, that use our tooless assembly. 

Buybacks are subject to denial based on the condition at our sole discretion.