Returns & Refund Assistant - Claims For Errors, Defects, & Damage
Drashon, Lead CSR
I'm very sorry to hear that there's been a problem with your purchase.
Let's see if we can determine which portion of the returns & refunds policy applies to your situation, so we can get this taken care of for you!
What's the nature of the problem?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
Before we take a look at the return policies that might cover this, let's be sure a return is actually the best solution in your case.
If your cushion is a little smaller than the listed approximate dimensions, or a little out of shape when it arrives...
Let's be sure we don't throw the baby out with the bathwater! Before you decide to return an order for this reason, please note, your cushions will be compressed by as much as several inches for shipping. It is normal for your cushions to be a little undersized or unevenly filled when they arrive, but your latex foam cushions are designed to expand to full size with regular use. Please allow for a breaking-in period; the easiest and most effective way to break-in your cushions is simply to begin sitting on them. This resolves the issue for 99.99% of the customers we talk to, but please be sure to leave the tags on if you're still considering returning them later.
If you're worried about keeping the cushions in New Condition, it is possible to speed the process along manually. Begin by tugging the corners outwards to release the foam from the box-shape, then pat or massage the cushion to distribute and fluff the foam.
If the cushion is a little smaller or larger than the seat ...
We're frequently contacted by families who aren't sure if they need to return their order because they're not sure if the cushions are supposed to be exactly the same shape and size as the chair. If your cushions didn't fit the way you wanted them to, you are welcome to return them, but in our 60+ years of experience selling chair pads to furniture boutiques and mail order catalogs, we would have to say no, there is not an expectation that the chair pad should be the same shape or size as the chair. Most mail order catalogs that sell chair pads photograph them with a bit of chair seat showing, and often pair round pads with square seats or square pads with u-shaped seats. And even though we've been selling multiple sizes of chair pads for more than 60 years, most of the furniture boutiques that carry our brand still only carry one size of chair pad.
If you'd like to see examples, you can check out how mail order catalogs and retail customers style their dining chair photos. We find that as long as the cushion is no more than 2 inches smaller or larger than the seat, it will look appropriate and feel comfortable.
If you've decided to return the cushions ...
If you've read the two sections above and they don't apply to you, thank you for your patience. Most of the customers who contact us about this fall into one of those two categories, so we wanted to be sure we discussed those topics first.
If the item you received is fully expanded, but does not match the listed approximate dimensions within tolerance when measured at the widest points, then your return can be expected to fall under either the Manufacturer's Defect Policy or the Order Fulfillment Error Policy. If you believe your item meets this qualification, you can just click on Manufacturer's Defect Policy; you don't have to determine if it is a defect or an error.
If you need to return an order that doesn't fit the way you wanted it to, but that does not meet the qualification for a defect or error, then you can expect it to fall under the Standard Returns Policy.
Because of differences in the way people perceive and describe colors and textures, because of differences in the way monitors and mobile devices display colors and textures in photos, and because items will appear different in relation to the lighting conditions and surrounding colors in your home, we cannot guarantee that a color or texture will match a customer's expectations if they did not request a free fabric swatch before ordering.
If you did not request a fabric swatch, you can expect your return to fall under the Standard Returns Policy, unless we sent the wrong item, or unless the difference is due to a flaw in the fabric construction, fabric dye, or fabric printing.
If we sent the wrong item, you can expect your return to fall under the Order Fulfillment Error Policy. If the difference is due to a flaw in the fabric construction, fabric dye, or fabric printing, you can expect your return to fall under the Manufacturer's Defect Policy.
If your cushion was not comfortable ...
Because individuals have different preferences for the level of firmness or softness of a cushion, pillow, or mattress, we can't guarantee that our cushion will meet with everyone's approval. But you can request a free sample cushion for the cost of shipping and handling to be sure you and your family find our cushions comfortable before you order a set. Or, if you declined the free sample cushion offer, you can return your order under the Standard Returns Policy if you didn't find them comfortable.
Our foam is sorted, graded and blended to be sure your cushion offers resilient support. If we accidentally let a hard chunk of foam get into your cushion, if your cushion is overfilled or underfilled, or if your foam is not resilient, your return would be expected to fall under our Manufacturer's Defect policy.
If you were not satisfied with the quality of your order ...
If you're not satisfied with your purchase for any reason, you're welcome to return it under the standard returns policy. Our rate of return is very low, but we certainly don't mind taking a return if you weren't happy with what you received.
When we receive your return we will inspect the quality to see if there are any errors or flaws that fall outside the tolerances for hand-crafted textile decor. If we allowed an error or flaw to get past our multiple quality inspections we want to make it right, your return would be expected to fall under our Manufacturer's Defect policy.
purchase, I don't need to
make a claim.