Returns are one of the biggest cost drivers in the furniture industry. Bulky items, fragile materials, transport damage and complex customer expectations make return logistics expensive, slow and difficult to manage. However, customers expect flexible, smooth return options and sustainable alternatives to disposal.
Here are five practical steps to reduce returns of bulky goods while not compromising the customer experience.
Furniture returns require a different approach than standard parcel flows. Large, heavy and fragile items often need special transport bookings, handling equipment and coordinated pickup times. By designing furniture-specific return processes with clear instructions, pre-booked transport and cost-aware return rules, you can reduce the usual issues.
Structured return flows also make it easier to apply return fees or value deductions directly in the process, reflecting the true cost of moving bulky furniture.
Products with engravings, monograms or special orders may not be returnable but can still be subject to claims. Transparent information about return conditions, warranty coverage and repair options builds trust and reduces friction.
Customers may want to keep a unique item, even with a manufacturing defect, if repair is possible. Repair can be more cost-effective and sustainable than return or disposal. Unless you want to offer the customer compensation as well.
Many claims are linked to assembly issues, material defects or transport damage. By offering spare parts, repair guidance and product tips directly in the claims flow, you can resolve issues without moving large items back and forth.
At Reclaimit, we help furniture brands handle returns, repairs and claims for bulky and complex products. We help you reducing costs, improving sustainability and creating better post-purchase experiences. Want to know more? Check out our returns offer below.