Shohaus (“we,” “us,” or “our”) produces handcrafted, made-to-order furniture. Because each piece is produced specifically for each order, returns are highly restricted.
This Return Policy operates together with the Shohaus Terms & Conditions and Limited Warranty. Capitalized terms have the meanings given in those documents. In the event of any inconsistency, the Terms & Conditions control. Deposits and payments are governed by the Deposits & Payments section of the Terms & Conditions.
Scope & Applicability
This policy applies to all purchases made directly from Shohaus unless otherwise agreed in writing and signed by an authorized Shohaus representative. It governs all returns, refusals, exchanges, credits, refunds, freight claims, and RMA procedures.
All Sales Are Final (Custom / Made-to-Order)
Custom and Made-to-Order Products
All Custom and Made-to-Order Products are not eligible for return, exchange, cancellation, or refund after Production Commencement (see Terms & Conditions).
Finality of Orders
An order is considered final upon acceptance of the Order Acknowledgment or payment of deposit, whichever occurs first.
Special Materials / COM / COL Orders
Orders involving Special Materials or Customer’s Own Material/Leather (COM/COL) are strictly non-returnable and non-refundable.
Shohaus may, at its sole discretion, authorize a return for non-custom, in-stock merchandise specifically identified as “stock” or “ready-to-ship” at the time of sale may be eligible for return.
Eligibility requirements:
Written request submitted within 15 calendar days of delivery.
Product is unused, uninstalled, unaltered, in original packaging with all inserts/hardware.
Shohaus issues a valid Return Merchandise Authorization (RMA) and written return instructions.
Customer uses the carrier and service level specified by Shohaus and insures the shipment for full invoice value.
Upholstered goods must be unopened, odor-free, and free of stains or contamination.
RMA number and copy of invoice must accompany the shipment.
Shohaus may deny eligibility if any condition above is not met.
RMA Process
Email hello@shohaus.com with order number, SKU, photos of product and packaging, and reason for return.
Upon approval, Shohaus issues the RMA and written return instructions.
Use original or equivalent protective packaging (double-wall carton or crate, 2–4 in padding, corner blocks). Loose-fill material is prohibited.
Mark the RMA number on two sides of the outer carton.
Ship within ten (10) calendar days of RMA issuance or authorization expires.
Provide tracking details within 24 hours of pickup.
Shohaus inspects returned Products upon receipt and confirms approval, partial approval (with deductions), or rejection with documentation.
Restocking & Refurbishment Fees
All approved returns of stock items are subject to a restocking fee of not less than 20% of the invoiced purchase price. Higher restocking fees may apply for oversized, limited-run, or specialty products.
Restocking fee: at least twenty percent (20%) of the invoiced price.
Additional deductions may apply for missing components, repackaging, sanitation, or reconditioning at actual cost plus up to twenty percent (20%) handling.
Packaging that fails to meet standards may result in rejection or increased deductions.
Shipping, Handling & Risk of Loss
Original shipping, handling, and delivery charges are non-refundable. Return shipping and insurance are the sole responsibility of the customer.
Original shipping, handling, and delivery fees are non-refundable.
Return shipping and insurance are the sole responsibility of the Customer.
Customer assumes all risk of loss or damage during return transit.
Title and risk of loss pass in accordance with Shipping & Delivery in the Terms & Conditions.
Risk of Loss
Customer assumes all risk of loss or damage during return transit. Shohaus reserves the right to reject any return received in damaged condition.
Unauthorized Returns and Refusals
Unauthorized Returns
Returns made without a valid RMA number will be refused and not eligible for credit or refund.
Refused Deliveries
If a delivery is refused by the customer for any reason other than documented freight damage properly noted on the Bill of Lading, such refusal will be treated as an unauthorized return. Customer will remain responsible for the full purchase price plus all associated shipping, storage, and handling charges.
Damaged or Defective Products
Inspection on Delivery
Customer must carefully inspect all products at the time of delivery. Any visible damage must be noted in writing on the delivery receipt or Bill of Lading.
Photographic evidence must be provided to Shohaus within forty-eight (48) hours of delivery.
Damage reported after delivery without notation on the Bill of Lading may not be eligible for remedy.
Shohaus, in its sole discretion, will determine the remedy: repair, replacement, or credit toward future purchase.
Normal variations in natural materials (grain, veining, coloration, patina) do not constitute defects.
Normal wear, misuse, neglect, or unauthorized repair voids eligibility.
Customer’s inspection, approval of Order Acknowledgment, or installation of the Product (whichever occurs first) constitutes final acceptance and waiver of claims except under the Limited Warranty.
Claims After Delivery
Damage reported after delivery without corresponding notation on the delivery receipt may not be eligible for claim or remedy.
Manufacturer Defects
If Shohaus determines, in its sole discretion, that a product has a manufacturer defect, Shohaus will provide one of the following remedies:
Repair of the product,
Replacement of the product, or
Issuance of a credit toward a future purchase
Exclusions
Normal variations in wood grain, stone veining, finish coloration, patina, and other natural material characteristics do not constitute defects and are excluded from coverage. Normal wear and tear, misuse, neglect, improper cleaning, exposure to extreme environmental conditions, or unauthorized modifications/repairs also void eligibility.
Refund Method and Timing
Refunds (if approved)
Refunds will be processed only to the original method of payment. Shohaus reserves the right to select an alternate form of payment if needed.
Processing Time
Allow up to thirty (30) business days from Shohaus’s receipt and inspection of returned merchandise for any approved refund to appear.
Deductions
Shohaus reserves the right to deduct restocking fees, shipping, repair, refurbishment, or other applicable charges.
Custom Orders, COM/COL, and Special Materials
Custom Orders
All custom specifications, including size, finish, and configuration, are final.
Customer’s Own Material (COM/COL)
Shohaus is not responsible for defects, flaws, or unsuitability in Customer-supplied materials. Returns, refunds, or credits will not be granted for issues arising from COM/COL selections.
Special Materials
Orders involving rare, exotic, or specially sourced materials are strictly non-returnable and non-refundable.
Storage and Abandonment
Storage Fees
Completed orders held beyond two (2) weeks of Notice of Completion incur storage fees of three percent (3%) of order value per week or fifty dollars ($50) per piece per week, whichever is greater.
Abandonment
If Customer fails to arrange delivery or pick-up within sixty (60) days after notice, Shohaus may treat the Products as abandoned, resell or dispose of them, and apply proceeds to outstanding balances. Customer remains liable for any deficiency.
Chargebacks or Payment Reversals
Deposits & Payments
Customer agrees that deposits and payments made for Shohaus products are non-refundable and not subject to chargeback, reversal, or dispute through any financial institution. Any attempted chargeback will be considered a breach of contract, and Shohaus reserves the right to pursue the full amount due, including collection costs, chargeback fees, interest, and attorney’s fees.
Force Majeure
Shohaus shall not be liable for delays, storage costs, or return denials resulting from events beyond its reasonable control, including but not limited to port congestion, strikes, natural disasters, pandemics, government orders, or transport interruptions, as defined in the Force Majeure section of the Terms & Conditions.
Limitation of Liability
Shohaus shall not be liable for indirect, incidental, special, punitive, or consequential damages arising out of returns or refunds. Shohaus’s aggregate liability shall not exceed the amount paid for the Product in question, consistent with the Limitation of Liability provision of the Terms & Conditions.
No Oral Modifications
No employee or representative may modify this policy verbally. Any exception requires a signed written authorization by an officer of Shohaus.
Final Authority
Shohaus reserves the right, at its sole discretion, to interpret, enforce, and apply this Return Policy.
Contact Information
Shohaus LLC 909 N. Pacific Coast Highway El Segundo, CA 90245
Email: hello@shohaus.com Phone: 808-888-2050
Version Notice
Version 1.3 – Updated October 2025
This Return Policy supersedes all prior versions. The version in effect on the date of your order governs that transaction.
