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 purchase 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!
How it Works
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.
Most products in our catalog are eligible for return with no restocking fee within 30 days of purchase. 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'
Product Condition
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.
Packaging Your Return
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.
Shipping & Insurance
You will be responsible for any shipping costs associated with your return. For your protection, you should only use carriers that offer shipment tracking. During the return process, you can choose to have us provide you with shipping documents. The cost of shipping, which will be communicated to you, will be deducted from your refund.
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. If we provide the shipping documents, we will always purchase shipping insurance on your behalf. We will not accept any products that appear to have been damaged during transit. Delivery will be refused.
Restocking Fees
We do not charge restocking fees on any return that complies with our policies. 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 fee will vary based on circumstances. This option is available at the sole discretion of eComfort.com.
General Timeframe for Refund
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)
Denied Returns
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.
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