Returns are an admittedly tricky bit of business for online stores. Part of the reason you can get great service, fast free delivery, and cheap pricing is that it’s an online store versus a physical location. There’s some give and take, and our Return Policy is part of that flow. Which is why we talk about the importance of having a dialogue and communication between you, our beloved customer, and us, your friendly King Of Futons. We encourage you to ask questions before you complete your order to make sure that everything is going to be all good.
And, as customers ourselves, we understand that sometimes things are different than expected or circumstances change or what have you. Because we are a small business and not some Big Mart type of automaton heartless corporation, we will go out of our way as best as we can to make everything all right. You need to understand though, that there are conditions and terms and that they are very important and actually have a great deal to do with how online businesses are able to operate in the way they do.
This is meant as an overview of the most general parts of our Return Policy and is not meant to replace the Official Return Policy found below.
ITEMS THAT ARE NOT RETURNABLE UNDER ANY CIRCUMSTANCE, NO WAY, SORRY PAL: all futon mattresses (aka “futons”); anything marked “clearance” or “closeout” or “one-of-a-kind” or “as-is”; anything considered “custom” or “special order”; anything you open and use and soil and make it dirty; anything you wash; most items when it’s a case of “Buyer’s Remorse.”
ITEMS THAT MIGHT BE RETURNABLE, BUT…THERE ARE CONDITIONS: some futon frames, futon covers, bedding, unopened boxes (except for mattresses, even if you don’t open the box, they are NOT returnable), Eco Furniture, some tables, some futon accessories.
Notice how we say “might be returnable” and say “some futon frames,” etc.
Keep in mind that any return is subject to various fees, including restock fees, shipping/freight charges, service fees, etc. Returns in the online world of furniture can be rather costly. Just sayin’.
ITEMS THAT ARE EXCHANGEABLE: Nothing is exchangeable. We do not do exchanges. That’s part of our online store model. No exchanges. Period.
WHAT IF IT’S BROKEN? If an order arrives with visible damage, DO NOT REFUSE THE DELIVERY. If you refuse the delivery, you will NOT get any replacements sent to you. You will be out all that money you spent PLUS you’ll get hit with various fees and shipping/freight charges. If you refuse the delivery, you are solely responsible for all charges, fees, etc., that arise as a result of that PLUS you are NOT entitled to any sort of refund. Got it? OK. It absolutely sucks if something shows up damaged, but what you need to do is: 1. Make really descriptive notes on the paperwork of the delivery driver. If your item was left at your residence without a signature required or without interaction with a human being, then skip to the next step. 2. Take pictures. Take several good pictures. Up close of the damaged area(s), a few of the entire package, etc. More is better than less. 3. Contact King Of Futons within 48 hours. You need to take pictures and email those to us. We will handle the paperwork and dealing directly with the shippers and manufacturers to figure out everything. Please hold on to all the items and all the packaging until the matter is resolved. Do NOT throw anything away even though you might really want to.
WHAT IF IT’S DAMAGED ON THE INSIDE OF THE BOX? This is a matter where it gets a little tricky, we’ll admit. There are some minor scratches, scuffs, nicks, marks, variations, etc., that are ASSUMED might occur during the long journey from factory to warehouse to your house. These are all normal, to be expected, and do not warrant returns, warranty issues, etc. In other words, part of buying from an online store is accepting that you may need to do a little minor cover up and repairing. You should expect that you may need to buy a wood stain touch up marker and do a little hands-on work. A plastic bag may have torn open and a bolt may be loose within the box. Most manufacturer’s will gladly provide replacement parts if something is missing or if something is deemed a “Manufacturer Defect” by King Of Futons and/or the manufacturer. Be aware that most manufacturers will NOT send replacement parts, etc., if there are scratches, dents, variations in the grain or stain, etc. Also, so you’re not surprised, sometimes manufacturers may charge shipping costs to you or charge you for the parts if they determine that it’s NOT a Manufacturer Defect and is within the normal range of expectations.
(Yes, that is really awkward to basically say “your brand new item might have a little wear & tear on it when you open the box and it’s your responsibility to take care of it.” But that it is also part of the give and take of online stores versus physical retail locations.)
OFFICIAL RETURN POLICY
Our policy lasts 20 business days. We define business days as: Monday, Tuesday, Wednesday, Thursday, and Friday. If a Federal holiday falls on one of these business days, we do NOT count that day. If 20 business days have gone by since your purchase, unfortunately we can’t accept a return or offer you a potential refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in ALL OF the original packaging. That means the plastic bags, the uncut plastic binding, the ties, the strings, the tape, the cardboard, the boxes, any packaging foam, etc. Do NOT throw away your packaging unless you are sure you are keeping your item(s).
Several types of goods are exempt from being returned. These include but are not limited to: all futon mattresses (aka “futons”); anything considered or labeled “custom” or “special order” or “closeout” or “clearance” or “one-of-a-kind” or “as-is”; any Sale items (see SALE ITEMS below); Eco-Friendly All Natural Furniture items; Eco Furniture items; items deemed subject to “Buyer’s Remorse,” items that have minor damage due to shipping, etc.
“Buyer’s Remorse” means you order something and once you have it at your residence you decide you don’t like it –for whatever reason—and want to send it back. The King Of Futons absolutely does NOT accept any returns or exchanges due to Buyer’s Remorse unless otherwise specifically stated in the details of the product or sales order or receipt. King Of Futons reserves all rights to determine whether or not a situation is considered “Buyer’s Remorse.”
ADDITIONAL TERMS FROM MANUFACTURERS:
Certain manufacturers have additional return/exchange policies which are in addition to any printed or stated terms by King Of Futons. The following are accurate as of Dec. 29, 2014 and are subject to change without any notice.
Lifestyle Covers: we will not accept returns of used, improperly washed or custom orders (including odd sizes, non-standard corners, piping added, etc.); the ONLY size futon cover we accept returns on are FULL size covers, no other sizes or pillows are returnable; items deemed acceptable for return must be done within 21 days of original date of shipping; customer is responsible for ALL shipping/freight charges.
Night & Day Furniture: any item deemed returnable is subject to various restock fees currently 15% of the full retail price for the item; customer is responsible for ALL shipping/freight charges.
Sleep & Beyond: Items are returnable for exchange or refund within first two weeks upon receipt of order; due to hypoallergenic nature of the products and bedding law regulations, items that have been used, laundered, or are not in original packaging are non-returnable and non-exchangeable; a 15% restocking fee will be charged for all returned items unless product is defective; product exchange due to the manufacturing defect will be made after reviewing the merchandise.
Strata Furniture: PRODUCT DEFECTS – minor scratches, dents, dings and marks may occur in shipping, handling, and/or set up. These are not considered manufacturer defects and will not warrant a replacement. We recommend Minwax stain markers for minor marks. Strata Furniture will replace items that fall under warranty or damaged in transit. Items deemed acceptable for return are subject to various restock fees currently 20% of the full retail price for the item. Customer is responsible for return packaging and all shipping costs. Items damaged in return transit will not be accepted.
Here is a list of websites for the various manufacturers we currently partner with. You will be able to find more information and policies including warranty policies there.
Lifestyle Covers: www.lscovers.com
Night & Day Furniture: www.nightanddayfurniture.com
Otis Bed: www.otisbed.com
Sleep & Beyond: www.sleepandbeyond.com
Strata Furniture: www.stratafurniture.com
Wolf/Serta Futon: www.wolfcorp.com
WHAT YOU NEED TO DO TO COMPLETE A RETURN (if applicable):
To complete your return, we require a receipt or proof of purchase, and an email explaining your reason for return sent to: firstname.lastname@example.org. We may also require picture(s) of the item and packaging prior to return. Do not send anything back until you get an authorization and instructions from King Of Futons. Failure to abide be these conditions could result in various fees, charges, and voiding your return. The customer is solely responsible for any/all shipping charges involved.
REFUNDS (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, less any applicable fees. Any/all returns are subject to various fees including but not limited to: re-stock fees, administrative fees, service fees, credit card return fees, shipping/freight fees including the shipping charges initially given as “free delivery” if you received “free delivery,” etc.
LATE OR MISSING REFUNDS (if applicable):
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Each credit card company conducts their return processes differently. Next contact your bank. There is often some processing time before a refund is posted. Each bank or financial institution conducts their return processes differently. King Of Futons is not responsible and has absolutely nothing to do with the policies and processes of credit card companies, banks, financial institutions, etc.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com so we can work together to figure it out.
SALE ITEMS (if applicable):
Only regular priced items may be refunded; unfortunately sale items cannot be refunded. This includes but is not limited to anything called “on sale” or “clearance” or “closeout” or “special offer” or “sale” or “reduced pricing”, etc.
We do NOT do exchanges.
We only replace items if they are defective, missing parts (some conditions apply) or damaged in transit. (see DAMAGE section).
If your order arrives with visible exterior damage to the packaging and/or product, DO NOT REFUSE THE SHIPMENT. If you refuse the shipment any possible refund or replacement are VOID; you become solely responsible for all charges, fees, shipping/freight costs (including the cost of shipping to the customer; even if that was “free shipping”), etc. that may occur as the result of refusal of shipment. Just don’t do it. We understand it kind of sucks, but we’ll take care of you. Follow these procedures:
1. You must notate all damage with the delivery driver (if present). Make sure that you write down all damage noted on the driver’s paperwork. Failure to do so will void any claims of damage. Seriously. If you fail to make a note of the damage with the driver, you will be the owner of all that damaged goods. If an item was left at your residence without you being present or without interaction with a delivery person, then proceed to the next step. Make sure to get a copy of the notated paperwork if possible. Ask to take a picture of the notated paperwork.
2. Take pictures. Take several of them. Some up-close of the damage, some of the entire package/box, etc. Make sure your pictures are clear and legible. More pictures are better than less. You will need to send these as jpeg format ONLY. Some phones do not automatically save files as jpeg format, so make sure that your pictures are jpegs. The pictures you take are a very important part of the process. You are our very important partner as we relay the information to the shippers and manufacturers.
3. Call us at (818) 860-2006 and/or send us an email at firstname.lastname@example.org within 48 hours of receiving the shipment and we will assist you in getting it taken care of. We will need a brief statement from you of what you observed and we will need all those great clear pictures you took and we’ll need to confirm that you are our customer (proof of purchase).
4. DO NOT THROW ANYTHING AWAY. This might be an inconvenience, we understand, but do not discard anything until the matter is resolved and/or unless you receive notice from King Of Futons that it’s OK to discard items. Hold on to the boxes, labels, broken things, plastic bags, etc.
HIDDEN DAMAGE & MANUFACTURER DEFECTS:
You should expect that some items may arrive with minor damage to parts and pieces on the inside of the container that you could not detect from the outside. This includes but is not limited to: scratches, dings, marks, variations in wood grain, differences in wood stain, colors, fabric patterns, etc. All of this minor damage is the sole responsibility of the customer to correct and fix. That means you may have to buy a touch up stain marker and do a little hands-on work to your item. You may even have to sand down a little section. You may have to snip a loose thread here or there or stuff a pillow with an insert. You should be aware that you may have to do a little simple work. Wood grain variations, stain variations, natural discolorations, natural cracks or knots or lines in the wood, etc., are all normal and not considered a Manufacturer Defect and are not considered to be damage worthy of replacement.
King Of Futons and the various manufacturers we partner with are the sole entities which may determine whether or not damage is considered a “Manufacturer Defect” or whether or not damage is considered “minor” or “acceptable” and is the responsibility of the customer to fix.
This is very important: in some cases you, the customer, may be responsible to pay for the shipping of replacement parts and pieces.
We will be as fair as possible with these situations and ask that you fully understand the liabilities you accept and agree to as part of the terms and conditions of King Of Futons.
If you know that you’re the type of customer who really wants one-on-one “white glove” type of service, we encourage you to find a physical brick and mortar retail store to work with, or to contact such a store to inquire about in-home services such as minor wood repairs, etc. All of this and any subsequent fees or costs involved are the sole responsibility of the customer.
You will be responsible for paying for ALL shipping costs for returning your item(s) (if authorized/applicable). If your retuned item arrives damaged, YOU are responsible for all claims and for dealing with your shipping agent. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your order to reach you, may vary. Due to the nature of our online business model, your order may arrive in various shipments and containers from different companies, warehouses, manufacturers, etc. These may all vary in duration of shipping times, policies, etc.
Shipping times are NOT guaranteed and are estimated (unless otherwise specifically stated). For example, if we tell you your item should arrive within 7-10 business days, that is an ESTIMATE. It is a very well thought out estimate based on several variants and conditions, but it is an estimate nonetheless.
King Of Futons holds no responsibility for delays or problems that arise as the result of shipping. We get our orders processed in a very timely fashion to ensure that you receive your item(s) as quickly as possible, but please understand that sometimes a big snow storm out West will delay things, for example. Our shipping times are NOT guaranteed.
BACK ORDERS & OUT-OF-STOCK ITEMS:
Sometimes items go unexpectedly on back-order or are out of stock from our various manufacturing partners. This is very rare and thanks to our business relationships we are able to relay that information much faster than most retail stores. If an item you purchase is discovered to be on back order and/or out of stock, we will contact you via email and/or phone informing you of the situation. Based on the information, the customer may choose to cancel that particular item or choose to wait for the item to be available. If the customer chooses to cancel that particular item within 24 hours of being informed, they will receive a full refund for that particular item. If there are other items on the order that are NOT on back-order, those will be processed and shipped; the customer may NOT cancel other portions of the order if 1 or more items on the order are on back-order or out of stock. For example, if the customer orders a futon frame, mattress, and cover, and the cover fabric is on back order, and the customer chooses to cancel the cover portion, the customer will still be charged for and receive the rest of the items on the order. If the customer chooses to wait for the item, King Of Futons will inform them when the item is shipping and/or whenever an update on the status is received; the customer waives any right to return or cancel after the initial 24 hour period and any funds paid are non-refundable.
All terms and conditions set herein are subject to change and/or modification at any point without notice. King Of Futons is not responsible for any changes to policies made by our various manufacturing and business partners. We do our best to keep our policies up to date and published because we believe that an informed customer is our best partner.
We recommend and encourage you to print out a copy of these terms for your records and for easier reference.