Returns policy + reverse-freight handling?

Furniture returns are catastrophically expensive. The right policy + workflow is more about preventing returns than processing them efficiently.

Prevention: swatches-by-mail (free or $5-15 refunded on order), AR / 3D visualization (cuts return rate 30-40% in the data I see), generous pre-purchase consultation (designer chat / showroom booking), and explicit dimensions + weight + clearance-needed measurements on PDP.

Policy structure: most furniture brands run a 30-day return window for in-stock items, no returns on custom upholstery / made-to-order, restocking fee 15-25% to cover reverse freight + repackaging. Some premium brands eat the freight cost as a brand investment.

Reverse freight: integrate with the same LTL carrier (FreightCenter, uShip) that delivered — they handle pickup + return-to-warehouse with one workflow. White-glove returns include unpack-at-customer + repack + load. Cost is typically $200-$600 per return, which is why the restocking fee exists.

RMA workflow on Magento: Magento RMA module + Mirasvit Advanced Reports / Mageworx RMA extension handles the request, approval, return label, restock + refund flow. Photo-upload requirement deters “changed my mind” returns on items that arrived perfect.

Damaged-in-transit: separate workflow — customer files a damage claim with photos within 48h, brand replaces the piece + handles carrier claim with the LTL carrier. White-glove deliveries have lower damage rates (~3%) than curbside (~8-12%).