Furniture delivery day is supposed to feel like a win. You finally found the right sofa, dining table, or dresser, you made space for it, and you are ready to set it up. Then you spot a cracked leg, a torn corner, a deep scratch, or missing hardware.
That moment is frustrating, but it is also when your next few steps matter most. The right actions can protect your refund or replacement options, speed up the resolution, and keep you from getting stuck with a damaged piece you did not agree to accept.
This guide walks you through exactly what to do when furniture arrives damaged, step by step, so you can respond quickly and get a fair outcome.
Do this first in the first 10 minutes
If the delivery team is still there, you have the most leverage. Start here.
Stop and inspect the whole item
Do not assume the damage is only in one spot. Check all sides, corners, legs, and underside.Take clear photos and a short video
Photograph the damage up close and from a distance. Include a wide shot that shows the whole piece. Record a quick video to capture the condition in real time.Photograph the packaging and labels
Take pictures of the box, any punctures, crushed corners, and the shipping label. This helps prove transit damage.Do not throw away packaging
Keep the box, foam, and wrapping until your claim is resolved. Many retailers require it.Note the damage on the delivery receipt
If you sign anything, write the damage details before you sign. If the delivery is contactless, email or message the damage immediately.Decide if you should refuse delivery
If the damage is major or structural, refusing can be the cleanest path. If it is minor and you are willing to accept a partial refund or repair, document everything first.
Step 1: Confirm what type of damage you are dealing with
Damage is not all equal. Your next move depends on whether the issue is cosmetic, functional, or structural.
Cosmetic damage examples
Light scratches on wood or metal
Small scuffs on a hidden side
Minor fabric marks that may clean out
Cosmetic damage can often qualify for a partial refund, discount, or simple replacement part.
Functional damage examples
Drawers that do not slide
Doors that do not close properly
Wobbling legs
Bent brackets or missing screws
Functional damage affects daily use. This often justifies replacement parts, repair, or full exchange.
Structural damage examples
Cracked frames or split wood joints
Broken legs or crushed corners that support weight
Deep bends in metal frames
Ripped upholstery exposing inner foam or structure
Structural damage is a safety issue. These are usually best handled with a replacement or return, not a quick patch.
Step 2: Inspect the furniture properly before you accept it
Even if you already saw one issue, inspect everything so you can report it in one go.
Use this quick checklist:
Check corners and edges for impact dents
Check legs and feet for cracks or stress lines
Check joints and seams for splitting
Test wobble by gently pressing on the top corners
Open drawers and doors and check alignment
For upholstered pieces, check piping, seams, and underside fabric
For glass tops, inspect edges and corners carefully for chips
If assembly is required, inspect all panels and hardware bags before the delivery team leaves or before you break down the packaging.
Step 3: Document the damage like a pro
Good documentation can be the difference between a fast approval and a long back-and-forth.
Photos you should take
Full product from the front
Full product from the side where damage is visible
Close-up of the damage
Close up with your hand nearby for scale
Packaging damage and shipping label
Any manufacturer tags or order stickers
Notes to write down
Delivery date and time
Order number and item name
Which box number was damaged if multiple boxes arrived
The exact location of damage on the item
Whether the delivery team assembled the item
Any comments made by the delivery team
Put everything in one folder so you can share it quickly.
Step 4: Check the return policy, warranty, and delivery terms
Before you contact support, review three things:
Return window
Some retailers require damage reports within 24 to 48 hours, even if the overall return window is longer.Damage reporting process
There may be a specific form, portal, or email subject line they want you to use.Warranty rules
Some warranties can be affected by repairs you do yourself. Do not attempt major repairs until you know the policy.
If you bought shipping protection or white glove delivery, check if that includes inspection or assembly documentation.
Step 5: Contact the retailer or seller with a clear request
Once your photos and notes are ready, contact the retailer or marketplace support.
Send one message with:
Order number
Item name
Brief description of damage
Photos and video
Your preferred resolution
Choose your preferred resolution before you message them
Most companies can offer one of these:
Replacement item
Replacement parts
Professional repair covered by them
Partial refund or discount
Full refund with return pickup
Be specific. It reduces delays.
A clear example request looks like this:
The left front leg is cracked, and the table wobbles. I want a replacement or a full refund with pickup. Photos attached.
Step 6: Decide between replacement, repair, or partial refund
Use this decision guide to choose the smartest path.
Choose replacement when
Damage is structural
Item cannot be safely used
You bought it for a specific look and the damage ruins it
Repair would be obvious or weaken the item
Choose repair when
The seller covers the repair cost
The repair does not void the warranty
The damage is limited and fixable by a professional
You want to keep the item and avoid return logistics
Choose partial refund when
Damage is cosmetic and you can live with it
The discount is meaningful
You can fix the issue yourself without major effort
The damage is in a low-visibility area
If the company offers a partial refund, ask for the amount in writing and confirm whether it affects your return rights.
Step 7: Keep a clean record of everything
Organize your documentation so you can escalate if needed.
Keep:
Screenshots of chats
Email threads
Photos and videos
Delivery receipt with damage noted
Repair quotes if requested
Names and dates of every interaction
If you call support, take notes during the call. Write down the agent's name and what they promised.
Step 8: If support pushes back, escalate calmly
Sometimes the first response is slow or unhelpful. Do this:
Reply once with clear facts and attachments
Ask for a supervisor or escalation team
Reference the policy wording that applies
Request a clear timeline for next steps
Stay polite and direct. Keep the message short.
If the seller is a marketplace third party, you may also be able to open a formal case through the platform.
Step 9: Prevent this from happening again next time
You cannot control everything, but you can reduce risk.
Before buying
Read recent reviews about delivery and damage issues
Confirm return terms for large items
Ask about packaging and protective corners for wood and glass
Choose a delivery option that includes in-home placement if available
On delivery day
Clear a path so movers do not scrape corners
Inspect before signing
Take photos even if it looks fine at first
Keep packaging until you confirm it is problem-free.
After delivery
Assemble carefully and avoid overtightening screws
Use felt pads to reduce stress on legs
Avoid placing heavy items on an unverified surface immediately
Frequently asked questions about damaged furniture delivery
Should I refuse the delivery if there is damage
If the damage is structural or affects safety, refusing is often the simplest option. If it is minor, you may prefer to accept and negotiate a partial refund, but document everything first.
How long do I have to report damage
It depends on the seller. Some require reports within 24 to 48 hours even if their return window is longer. Report as soon as you can.
Should I try to fix the furniture myself
Avoid major repairs until you check the warranty and return policy. DIY fixes can sometimes reduce your eligibility for replacement or refund.
What if the item was assembled and then I noticed damage
Document it immediately, photograph the assembled item and the damaged area, and contact support. Include whether the delivery team assembled it.
A smarter way to shop and avoid delivery disappointment
Sometimes the best way to reduce delivery stress is to shop through a source that is transparent about condition and clear about what you are getting.
Reperch helps you shop quality pre-owned home goods with more clarity than typical peer-to-peer listings, so you can focus on finding the right piece without the usual uncertainty and surprises.
If you ever deal with a damaged delivery again, use this step-by-step plan. Inspect fast, document everything, communicate clearly, and choose the resolution that matches the type of damage. That is how you protect your time, your money, and your home.
