Serta Sophistication Medium Pillow Top Mattress (Queen)

City Furniture & Appliances Limited Returns & Refunds Policy

Once the returned product(s) are received back to our warehouse in good condition our team will start the process for your refund, less the 25% restocking fee and any associated shipping fees. In order to process your return as quickly as possible, we ask that your order number is clearly marked on all boxes for our warehouse team.

Please note that the return shipment is to be independently arranged and the costs associated with the return to be covered by the customer, with products received back to our warehouse within 7 days from the delivery or pick-up date. Just like most return policies we are only able to accept returned items that are in original packaging and like-new condition within 7 days from the delivery or pick-up date. Refund requests made after 7 days of delivery or pick up date will be denied.

This means that products with any scratches, stains, damages, used, or modifications cannot be returned. Kindly understand that Standard Shipping and Inside Delivery charges from the original order are not able to be refunded once these services have been provided by the carrier. (Please note: The local City Furniture & Appliances store where your order was processed will have the final authority regarding returns. Each store has its own detailed return policy. For complete details and any exclusions, kindly consult with the respective local store).

Refunds can only be issued to the original method of payment. Store credit will otherwise be issued. Special orders, Custom orders, final sale orders, clearance orders are unfortunately not eligible for returns.

1. Damaged or Defective Products:

We stand behind the quality of products we sell. While cases are rare, damages and defects do happen once in a while.

• Inspect item upon delivery: If the damage is noted, accept delivery and sign off with the carrier "damaged upon arrival"
• Photograph the item and packaging: If an item is structurally damaged and completely unusable, refuse delivery

Do not refuse undamaged items, you are responsible for all redelivery costs, including but not limited to storage fees.

To file a claim please contact mail@cityfurniturecanada.com with your order number and (Damaged or Defective Product) as a subject header. Claims received in excess of (3) calendar days beyond the delivery will not be accepted
Photographs must be clear and attached to your email claim within (3) calendar days.

We will send a replacement via Standard Shipping, offer a blemish discount, or offer local repair reimbursement at our discretion. In the event of a replacement, items with structural damage and/or determined unusable will be fully replaced with an in-stock item where possible; items with aesthetic blemishes will be subject to a custom order replacement.

The customer may be responsible for any labor and/or shipping of parts/(s)
cityfurniturecanada.com furniture is for indoor use only, unless explicitly specified, and as such will not cover the costs for damaged or defective items in the event that the furniture was made damaged or defective as a result of customer negligence.

If you do not accept any of our solutions to the case, you will be responsible for the safe return of the items (s) under our 'Refund' Policy. In the event cityfurniturecanada.com deems all resolution attempts have failed, cityfurniturecanada.com reserves the right at any time to cancel and refund the damaged or defective item in full, less all associated shipping charges.

All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are not covered by cityfurniturecanada.com warranty. Strictly no exceptions will be made for Final Sale items

2. Order Cancellations:

Orders can be changed or cancelled up to 3 days after order date, after this period, orders will be considered final and subject to restocking fees. If an order has already left the warehouse, cancellation is subject to any cost of original and reverse logistics and will be treated as a return under our ‘Returns’ policy. If a custom order has entered production 50% of the balance paid is no longer refundable on the order. If the canceled order contains a voucher, this voucher is considered void and will not be reinstated.


3. Refunds (if applicable):

Refunds can only be issued via the method of the original purchase. Refunds are subject to restocking fees. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 5 business days or more for a credit to appear depending on your financial institution. Cityfurniturecanada.com cannot be held responsible for third party costs.

Returns received past 7 days from the date of receipt and/or not received in the original condition cannot be refunded. Shipping charges, custom and special order furniture, non-stock items, and lighting are non-refundable. Standard Shipping, Express Shipping, and White Glove Delivery Service charges are not refundable.

(Please note: The local City Furniture & Appliances store where your order was processed will have the final authority regarding returns. Each store has its own detailed return policy. For complete details and any exclusions, kindly consult with the respective local store).

We do not accept any returns or exchanges on custom and special order items.

All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are not covered by Cityfurniturecanada.com Limited Warranty. Strictly no exceptions will be made for Final Sale items.
Warranty


What Does This Warranty Cover?

This warranty covers manufacturing defects in cityfurniturecanada.com products for 1 year from the date of delivery.


What is included?

Cityfurniturecanada.com will provide parts and labor against any manufacturer defects. Customers located in remote locations will be responsible for additional service or shipping charges. Remote locations are decided at the discretion of cityfurniturecanada.com

For any warranty inquiries please contact us via email at mail@cityfurniturecanada.com making sure to include your order number, a description of the issue, and pictures or video of the product

If you have any questions or comments about these Terms and Conditions or the Site, please contact us by email at: mail@cityfurniturecanada.com