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. How did we do it? We put it online!
We've made the return process a lot more user friendly by putting it online. Throughout the process, we'll be keeping you up-to-date by email with the latest information. You use our simple form to pick the product you want to return, get a Return Merchandise Authorization (RMA), and ship the product to us. We'll do the rest. We will evaluate your order's eligibility (see details below), send you detailed shipping instructions, and provide your refund.
To get started, just click here.
Select your order number from your order history list. Then, follow the prompts to initiate your request. Your order status will have to be "Delivered" to start a return request. If your order status is not accurate, please email firstname.lastname@example.org and let us know.
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. 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.
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 produts 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.
|Authorization||24-48 Business Hours|
|Shipping||Varies by carrier and class of service|
|Inspection||24-48 Business Hours|
|Credit||24-48 Business Hours|
|Refund||24-72 Business Hours |
(Varies by form of payment and financial institution)
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 5 business days, your item will be destroyed.
Last Updated: September 23, 2014
Back To: Policies