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30 Day Limited Money Back Guarantee Return Policy Description

We are believe you will enjoy your new product and be glad you shopped with Futons Etc Factory Outlet. However, should you decide to return your futon frame, we offer a 30 Day Limited Money Back Guarantee of futon frames that are returned to our specified location and in accordance to our terms and conditions. To return your futon frame, you will need to contact us via email within 30 days of receiving it to request a Return Authorization (RA Number).

In your email, please include your order number, the complete billing name and complete shipping name, along with the reason you wish to make your return. In addition, you must call Futons Etc Factory Outlet to ensure we received your email as we cannot be responsible for emails that we did not receive.

A Returns Customer Care representative will contact you about your order and the procedures for your return. Please keep in mind, your product must be returned undamaged, in its original packaging and will be inspected to determine its re-sellable condition before a credit will be applied. Items damaged due to improper use or assembly may not be returned. A 20% restocking fee will be charged for all futon frames returned within 30 days. The customer is also responsible for all shipping and handling charges that are incurred, including outbound shipping and return shipping. Upon receiving the undamaged re-sellable item, we will credit your card less restocking fees and shipping charges.

Cancellations

Cancellations can only be made if a product has NOT shipped or has not been manufactured and can be stopped from being shipped. If the product has shipped or has been manufactured then our standard return policy will apply. All cancellations must be in writing and followed up with a phone call to our customer care department. If an order is cancelled a 5% cancellation fee will be applied before any refund is given.

Damaged Products

In the event your product arrives damaged or defective, please contact us immediately. If your product arrives damaged at time of delivery, YOU MUST document any visible damages on the Bill of Lading provided by the freight company. Notify Futons Etc Factory Outlet within 48 hours after receiving your order so that a claim can be processed by us. If your product does not appear to be damaged at time of delivery, please open all items and inspect immediately within 48 hours. Futons Etc Factory Outlet will arrange to ship a replacement part or item at no cost to you. Please be advised, if any portion of the frame arrives damaged we will ONLY ship a replacement part FREE of charge. A full refund will NOT be issued due to damage. If you should decide to return the frame, our standard return policy as noted above will apply. In most instances, we may require proof of damages before a claim can be made. At our discretion, we may issue a return authorization for return of the damaged item. Do not discard any damaged items until your replacement part has been received and the damage has been resolved.

Non-Returnable Products

Not all products are eligible for return. Futon mattresses are made to order and mattress manufacturers will take a mattress back, therefore, futon mattresses are NOT returnable, refundable or exchangeable. Futon covers are considered special order and in many cases are cut and sewn for each individual customer. Therefore, futon covers are not returnable. If you want to be sure that you like the fabric before ordering the futon cover, we suggest ordering a swatch sample for $3.95 to be sure that you are happy with it. Any product that is not in stock at our facility and/or products that ordered directly on behalf of the customer may not be returnable as well. Sample swatches are not returnable. Click Clack Casual Convertibles and Convert-a-Couch units are NOT returnable. Futon parts and futon hardware are not returnable. Gripper Strips, Magi-Grip, and Mattress Protectors are not returnable. Please do not return any items without our return authorization, as your return will be refused. Please contact us if you have any questions about the return-ability of the products you are ordering.

Customer Responsibilities

Please note: THE COMPONENTS OF YOUR FUTON PACKAGE MAY SHIP SEPARATELY! Frames typically ship from the manufacturer. Frames ship in 2-6 business days. Mattresses are made to order. Mattresses ship in 3-6 business days. They ship direct from the factory. Futon covers also ship from their respective manufacturer. Futon covers ship in 2-5 business days. Futon covers ordered with piping or any nonstandard sized cover (chair sizes, ottomans, etc..) ship in 10-12 business days. Please keep in mind, ship TIME is NOT the same as RECEIVING time. The transit time, meaning the time it takes from the TIME it SHIPS and the time you will RECEIVE your item(s) will be an additional 2-7 business days. This depends on where in the country you live in relation to where it is shipping from. Non Slip and Gripper Strips ship US Postal. Futon replacement hardware ships US Postal. If you need your items sooner than the estimated shipping time, please select "Fast Track" as your shipping method. This will ONLY get your items out quicker. It is NOT overnight shipping. It only cuts the SHIP TIME. The transit time will always remain the same. Please plan to receive your items as they arrive. If you have any questions regarding the shipping or arrival times, please do not hesitate to call us. Futons Etc Factory Outlet cannot be responsible for error in choosing color, style or size of your futon frame or cover. Please take any necessary measurements BEFORE you place your order. In some cases, a partial store credit or a partial refund may be considered at the sole discretion of Futons Etc Factory Outlet. Futons Etc Factory Outlet replacement parts sold on our site are not returnable, exchangeable, or refundable. Please contact us if you have questions about a specific item or whether it may be returned. Once a product has been shipped, it cannot be cancelled. Please make sure all shipping information is accurate, including street address and zip code. If any information in your shipping address is incorrect, including your zip code, a rerouting or reship fee charged by most freight companies will be required from the purchasing customer before delivery. Please make immediate arrangements to receive your frame once it arrives in your city. Orders held at freight terminals for an unreasonable length of time are subject to storage fees and is the sole responsibility of the purchasing customer. All shipments sent on freight carriers are delivered to the curbside only. Delivery personnel do not enter the home, garage, basement, etc. If you refuse your order, our standard return policy will be applied. Please note that the components of your futon package ship separately. Frames, mattresses, and covers are almost always shipped by each respective manufacturer. Futon frames are shipped in boxes to ensure safe arrival, therefore, assembly is required.

Warranty

Futons Etc Factory Outlet will repair or replace any product under the terms of the warranty of each product sold. Please email in writing a detailed description of any damages. In the subject line, include the order ID and the words Warranty Claim.

Proof of Damages may be requested by Futons Etc Factory Outlet and must be supplied by the customer to move forward on any warranty claim. Futons Etc Factory Outlet will responsible for the repair or replacement of one or all parts of any damaged product and Futons Etc Factory Outlet reserves the sole right to determine what measures will be necessary to make repair or replacement.

Futons Etc Factory Outlet will supply replacement or repaired part(s), but will not cover the cost of shipping or any other costs involved beyond the cost of the part(s). No guarantee will ever be made that we will be able to match the finish of the product being repaired or replaced. We will, however, seek to obtain the best match within what we believe is reasonable match whenever possible.

Terms and Conditions

Futons Etc Factory Outlet reserves the right to modify its terms and conditions at any time and without notice.

 
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