It's important to us that you are satisfied with our products. In case you need to return a product, you may do so within 30 days of your order's delivery, often without a restocking fee. We've worked really hard to make the return experience as easy as possible.
No returned merchandise will be accepted without a Return Material Authorization (RMA). Please call our toll free number and speak with a customer solutions representative to obtain a RMA # and shipping instructions. We will credit you in the same manner as your original payment within 10 business days of receiving the returned item.
Most products in our catalog are eligible for return within 30 days of delivery. Exceptions include products that are:
- Not in our Online Catalog
- Non-stock or Special Order
- Made to Order or Cut to Order
- Specialty Configuration
- Explicitly Marked 'Non-Returnable'
- Final Sale Products
Any product designated as a Final Sale product cannot be returned for exchange, credit, or refund. Clearance and cosmetic damage products are always designated as Final Sale. Depending on availability, additional products may be designated as Final Sale at any point prior to purchase. Please consult the product page (typically in the product's description) or call us prior to purchase if you are unsure about a product's Final Sale status.
Any returned product needs to be in saleable condition -- that means its condition has to be good enough to sell to another customer. For that reason, any returned product needs to arrive at our warehouse in 'New' condition with all original packaging, manuals, parts, etc. We cannot under any circumstances accept a product that has been installed, or a product that someone has attempted to install.
In most cases the packaging your product arrived in will be adequate for return shipment. However, you should use your judgement to assess its condition before shipping. If the box is damaged or worn, it's better to be safe than sorry and use different packaging material. If you are returning products via LTL Freight, your goods need to be completely secured to the pallet.
You will be responsible for any shipping costs associated with your return, as well as those associated with your original purchase. Some products include free shipping when purchased, so if you return one of these products, our actual outbound shipping costs will be deducted from your return refund. We will refuse any return shipment that is billed to us via a third party. For your protection, you should only use carriers that offer shipment tracking. Shipping insurance is offered by most shipping carriers. We strongly recommend that you purchase shipping insurance or otherwise insure the full value of your products during transit. We will not accept any products that appear to have been damaged during transit. Delivery will be refused.
You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately. If you report concealed damage more than 5 days after delivery, we will be unable to assist you in filing a claim with the shipping carrier. For more information, please see our Freight Damage Policy.
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If impractical to inspect all of your products immediately upon delivery and you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.
We encourage you to get your product up and running within 15 days of delivery so we can quickly remedy any mechanical problems. If you think your product is defective, don't worry.
In most cases, it's a simple issue that can be resolved over the phone. If our engineers determine your equipment is in fact defective, they will help you obtain a replacement for either the defective part or, if necessary, the entire unit.
eComfort.com reserves the right to charge a restocking fee in the following situations:
- Returned products originally sold for less than $300, regardless of total order size
- Any products returned without completing and filing a Return Merchanise Authorization (RMA) form
- Any products returned after the 30 day return window
- Any orders cancelled after shipment
- Denial of a return due to non-compliance with any of our existing policies
Any of the above scenarios may result in a maximum 25% restocking fee upon return, which will manifest as a simple deduction from your refund. If your return is denied due to non-compliance with any of our policies, we may give you the option of a return with a restocking fee. The restocking fee may vary based on additional circumstances. This option is available at the sole discretion of eComfort.com.
An order that has shipped cannot be cancelled. If you refuse an order which has already been shipped, you will be responsible for both the outbound and return shipping costs.
We reserve the right to charge a restocking fee or reject any returns for which we do not have a previously completed RMA. If your return is denied for any reason, you will be notified by e-mail. The notification will state the reason for denial. If you have already shipped the item to us, you will have the option to provide shipping documents for the return of your item. After 30 business days, your item will be destroyed.
Last Updated: July 20, 2015
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