Returns & Refund Assistant: Manufacturer's Defect Claims

Linda
Customer Service Supervisor

We’re very sorry to learn that there is a problem with your order. 

We work hard to uphold our founder's traditions of quality and durability; in fact, our rate of defect is less than 1%.

But we're not perfect; if a defect made it past our quality inspections, we hope you will give us a chance to make it right.

What is a "manufacturer's defect"?

A manufacturer's defect is any undisclosed quality flaw or construction error that causes the item to look or function differently than the item was designed to look or function.

If we made such an error, we will be sure to fix it ASAP with a free replacement or full refund.  Of course, if we need you to return anything we will either send you a prepaid return label or reimburse the cost of standard ground shipping.

What's the difference between a manufacturer's defect and an irregular item?

What is not a manufacturer's defect?

To prevent any misunderstandings, we're going to discuss some areas that consumers sometimes think would be covered under a manufacturer's defect policy but which are more likely covered under a standard returns policy. 

Don't worry, we're not trying to get out of responsibility for legitimate claims, our 127 year old reputation is far too important to us.  If you are visiting this page because you're having a problem with one of the following items, please read that section to see if your return would more likely be covered under the Manufacturer's Defect, or the Standard Returns Policy.

The cushions don't fit my chair
The fabric color or texture I received doesn't match the product description or photo
The pattern placement doesn't look like the product listing photo
The cushion was uncomfortable, I didn't like the latex smell, or I'm allergic to latex
I want to check out your returns
policy before I order.
There was a problem with my
purchase and  I think I need to
make a claim for damage, errors, or
defects.
I just want to return my recent
purchase, I don't need to
make a claim.

Manufacturer's Defect Claim Form

Please submit the form below so we can be sure to collect as much information as we need with as little inconvenience to you as possible.  If you prefer to report your issue by phone, you can speak to a supervisor by calling 1-478-745-1663, Monday-Friday, 9:00a-4:30p US EST.

Fields marked with an * are required

I believe the item(s) I received do not match the listed approximate dimensions within stated tolerance, when measured at the widest points, after following unboxing instructions and allowing for a breaking-in period.
I believe that a pattern printing error, fabric dyeing error, or fabric flaw (slub, small hole, etc) exists.
I believe there is a defect of sewing or construction (open seam, missing string-tie, rod pocket too small, etc).
I can feel a hard lump in the cushion, or I believe it is over-filled because it feels hard and the tufts are bulging.
A directional pattern element (such as a bird or a bear) is upside-down or sideways.
Other, I'll explain the problem in the comments.
Yes, I can definitely send a photo.
Maybe, if you can walk me through how to do it on my smartphone.
Maybe, if I have to, but it sounds like a real chore.
No, I don't have a smartphone or a digital camera.
I prefer to receive a full refund of the purchase price & original shipping, plus a refund of regular ground return shipping it if wasn't prepaid.
I prefer to receive a replacement. If this item has been discontinued and cannot be repaired or replaced, I would like to consider an alternate item or equal or greater value. I understand I will have the opportunity to approve or decline any substitute.
I prefer to receive a replacement, but if this item has been discontinued I prefer to receive a refund.
I would prefer to keep the item(s) I received and make arrangements to receive a partial refund or pay the difference if the price is not the same.
I'm just contacting you to offer to return the extra items that came in addition to what I ordered.

We will review your claim during normal business hours and respond as soon as possible.

I want to check out your returns
policy before I order.
There was a problem with my
purchase and  I think I need to
make a claim for damage, errors, or
defects.
I just want to return my recent
purchase, I don't need to
make a claim.

How is a manufacturer's defect claim handled?

In most cases, we will need to inspect the item to confirm that a manufacturer's defect is present; in those cases, you will pay return shipping and it will be refunded upon confirmation of a manufacturer's defect.

In some cases we may ask for a photo of the item.  If you know how to attach a photo to an email, that would be a quick way to send it to us.  If you have a smartphone you can take a picture with your phone, then start a live chat with us on our website.  If you click on the paperclip in the live chat it should open the folder where your photos are stored on your phone, and you can attach your photo to the live chat message.  You could also use Facebook Messenger to send your photo in a private message. We're sorry, because of how prevalent returns fraud has become, we are unable to confirm a size defect from a photo; an inspection will be required for size defect claims.

In limited cases where we can verify the error from our records, from your description, or from your photo; we can send a pre-paid return shipping label.  If you have a disability or other special circumstances that make it difficult for you to drop off the return package at the post office or UPS store, we can send the carrier to pick up the return package from your home or office.   If you request pre-paid return shipping and our inspection shows that the item was not defective and no order fulfillment errors were made, pre-paid return shipping will be deducted from your refund.  This is the same return shipping policy for home decor items that Amazon.com and Houzz uses.