Return & refund policy
We stand behind every workspace piece we craft and curate. If your order does not fit your floorplan or meet your expectations, our transparent return process makes resolution straightforward.
Standard Window
30-day return policy
From confirmed delivery date
Condition Criteria
Original packaging
Uninstalled with all hardware
Settlement Speed
5–10 business days
Direct to original payment
Key Requirements
- Items must be in original, uninstalled condition
- Original protective packaging, hardware, and manuals included
- Proof of purchase or order confirmation required
Key Requirements
- Freighted items are inspected upon pickup by certified couriers
- Return freight shipping fees apply unless item arrives damaged
- White-glove assembly services are non-refundable once completed
Key Requirements
- Report claims within 48 hours of carrier drop-off
- Submit clear photographs of carton damage and product flaws
- Complimentary priority replacement or full refund issued
Key Requirements
- Warehouse safety and quality check completed within 2 business days
- Automated confirmation email with refund transaction receipt
- Bank posting typically visible within 5 to 10 working days
Frequently asked return questions
Detailed specifications regarding inspections, freight handling, and exclusions.
Ready to submit a return request?
Our support team handles all return authorizations and freight pickups directly from our Metropolis headquarters. Have your order number and photo documentation ready.
Order cancellation policy
Cancel standard items before dispatch with no fees. Review terms below for standard and custom workspace furniture.
You can cancel any in-stock furniture or workspace accessory order at zero fee within 24 hours of checkout, provided the item has not yet left our warehouse.
- 100% full refund to original payment method
- No processing or restocking penalties
- Immediate email confirmation upon request
Custom surface cuts, bespoke conference tables, and custom upholstery enter craftsmanship scheduling quickly. Cancellations are accepted within 12 hours of order confirmation.
- 12-hour grace window prior to material cutting
- Late cancellations incur a 15% raw materials fee
- Non-refundable once assembly line fabrication begins
Submit your request through your customer account portal or connect directly with our Metropolis logistics team with your order reference number.
- Navigate to My Account > Orders > Cancel Order
- Or email support@motiongridsolutions.com
- Refund processed within 3-5 business days
Orders already in transit or out for courier delivery
If your package has already dispatched, it cannot be canceled mid-transit. Simply receive the delivery and initiate a standard return.
Need urgent help canceling a pending order?
Our Metropolis support coordinators handle order modifications swiftly. Contact us within the operational hours below with your 8-digit order number.
Hours: Mon-Fri: 9am – 6pm; Sat: 10am – 4pm (EST)