Refund policy
Returns, Repairs Or Exchanges:
Most items can be returned/exchanged in brand new condition within 30 days after the shipment arrives at the requested shipping address. Some of our items, restocking fees may apply. See the particular product for details that mention it or contact us. Mattresses, custom items, personalized items, made to order items, cork underlayment, carpets and wool rugs are Not returnable. Used products cannot be returned. Bean bag chairs with latex fill are made to order and are not returnable. Contact us for more details. Customers are responsible for shipping charges.
Wool Rugs: Wool Rugs are pulled randomly and may come from different production runs. As a result, slight variations in color and texture may occur. Matching between multiple rugs is not guaranteed.
Mattresses 30 Day Manufacturer Comfort Exchange
The mattress manufacturer offers a 30 Day Manufacturer Comfort Exchange Policy for most of our mattresses and sets. If you decide that you have chosen the wrong firmness to a mattress, you can exchange the mattress for a different firmness. You are just responsible for the difference in price if the replacement mattress costs more and the shipping charges (returned mattress and new mattress). If the new mattress is more than the original mattress, then you would need to pay for the difference in the price, in addition to the shipping costs for the new mattress and old mattress. If the new mattress is less than the original mattress, then you would just pay for the shipping costs both ways: the return of the original mattress & delivery of the new mattress.
The original mattress cannot be resold and must be returned and destroyed or used for fire testing. Each mattress is made to order. Because of the above reasons, we are unable to accept returns or refunds on mattresses products. This is an exchange policy, not a return policy. Mattresses cannot be returned or refunded. The 30-day comfort exchange policy is Not available for custom made mattresses. Custom sizes, round and heart-shaped mattresses are considered custom made mattresses.
Full 10 Year Manufacturer Mattress Warranty
Our mattresses have been created by artisans dedicated to producing only the purest, finest quality sleep systems. The mattresses and box springs are covered by a manufacture 10 Year Non-Prorated Warranty to the original purchaser.
The warranty covers all components and covers defects in materials and manufacturing. Should a failure occur in any of these components, including the springs, basic construction or cover, the manufacture will gladly repair or replace your mattress and/or box spring at the manufactures discretion. You will be asked only to cover the cost of shipping. This warranty is not transferable.
While the manufacturer strives to ensure your satisfaction, a few conditions beyond our control may invalidate the warranty:
- Our extensive commitment to superior quality and raw materials results in a mattress so luxuriously dense that its weight must be supported and distributed properly across the foundation. As a result, the warranty may be invalidated should the mattress be used either without a box spring or with a box spring other than the one that has been designed by the manufacturer for that particular mattress. Using just a mattress on a well-made solid wood profile slat frame, like the ones that we sell, is fine.
- The mattress has been folded or bent.
- The box springs have not been properly supported.
- There are signs of improper care such as stains, burns, or compacting due to insufficient turning. See mattress care and maintenance information. The manufacturer recommends using a mattress pad on top of the mattress to help protect your investment.
- The manufacturer does not warranty allergies. The natural smells of natural materials are not considered a defect.
Please note that EcoChoices and the manufacturer cannot be responsible for claims associated with the handles, normal wear, fading or stains to the cover, issues of firmness, allergies or sensitivity to materials. Mattresses or box springs sold "as is" or as "floor models" are outside the coverage of this warranty as well.
The natural components of your mattress will respond to interactions with the human body. Gentle body impressions and subtle shifts in support characteristics are perfectly normal. They will in no way diminish the performance of your sleep system.
Your mattress and box springs are free from known defects, created under a pledge of providing superior construction and attention to detail.
Warranty: Invoice must be presented when claiming benefits from the warranty. The warranty is not transferable and does not cover the user's allergies. In normal use, slight body impressions and changes in the support and characteristics may appear. These changes are normal and do not indicate any type of structural failure.