Return privileges and refund policy - Terms and conditions of saleIn the unlikely event that something goes wrong with your delivery, Comfort House is ready to help make it right. Please use these links if you have received merchandise that is damaged or defective or wrong and please have a photo illustrating the problem ready to email to us at firstname.lastname@example.org.
Within 30 days of receipt, most merchandise may be returned in new, unused condition in original packaging for a refund.
Shipping and handling charges are not refundable. Refunds will be less our actual outbound shipping costs including items that have free shipping. Returns void any special offers or promotions used at time of purchase. A 20% restock fee applies to Kay Home Products merchandise, bath, bedding, and health category products, apparel, tabletop textile, curtains, shades, and all purchases $500 or more.
The following items are not returnable: opened bedding or pillows, opened health products, items that have been tested, assembled, or installed, items not in the same condition as you received them, quantity purchases, seasonal merchandise (e.g. Christmas trees), custom-made and made to order merchandise, special orders, personalized items, clearance items, and items marked no returns.
A Return Merchandise Authorization number (RMA) is required. Request an RMA. Once you receive an RMA, our Easy Merchandise Return program allows you to generate an address and prepaid merchandise return label that you may print and apply to your package. Refunds will be less return freight costs.
We are unable to refund items in which you have written anything on the box the item shipped to you in (for example, do not write the RMA number directly on the box).
Merchandise returned that does not comply with our return policy will not be accepted and will be held for you to claim or be issued store credit only and/or charged a restocking fee at our sole discretion.
Our address for returns is:
189 Frelinghuysen Ave
Newark, NJ 07114
Write your RMA number on a label or on package wrap and attach to the outside of your parcel. Do not write anything directly on the box the item shipped to you in.
We recommend you send your return via a trackable service such as parcel post with delivery confirmation or UPS and insure it for your own protection as we can not be responsible for lost or damaged parcels. Be sure to maintain a copy of any tracking numbers in your records in case you need to contact us.
If your return is for exchange, please mark "Exchange" on a label or on package wrap and attach to the outside of your parcel. Do not write anything directly on the box the item shipped to you in. If your return is for exchange, we recommend you place a new order as soon as possible and request a refund when you make your return.
For returns or refused deliveries that are sent to any address other than our address above (for instance if you send your package back directly to a vendor or another company instead of to Comfort House, Returns Department, 189 Frelinghuysen Ave., Newark, NJ 07114) there will be a 25% minimum restock charge unless the merchandise was documented by the carrier as damaged at the time of delivery. Since we do not have a way of knowing if you have made a return to an address other than our own, please advise us when you make such a return and provide tracking numbers to assist us in locating your package so that your return can be processed.
For any refused delivery or merchandise returned undeliverable or abandoned, shipping and handling charges are not refundable. Return freight charges will be deducted from your refund or billed to your credit card. No refunds will be issued for undeliverable or refused deliveries on International shipments.
If we offer a free or discounted item with purchase of another item, and you do not send back that item with your return, the regular price of it will be deducted from your refund. In addition, if current price of merchandise is lower at the time of return, your refund may be at the current price. Gift wrap charges are not refundable.
For merchandise sent back using our easy merchandise return program but not accepted by us for return, you are responsible for return freight costs; since no refund will be issued in such circumstances, your credit card or store account will be charged the return freight amount.
If your merchandise is damaged in transit back to us, we can not accept it for return. If it was sent back using our easy merchandise return program, you are responsible for return freight costs; since no refund will be issued in such circumstances, your credit card or store account will be charged the return freight amount. We will assist you in any way that we can in the filing of an insurance claim with the parcel carrier.
Allow 10 business days for your return to be processed. Refunds will be made in the manner of original payment. For credit cards, please allow 1 to 2 billing cycles for your refund to appear on your statement. For refund checks, please allow 8 weeks.
section: Terms and Conditions
When should I expect delivery? Most in-stock items are shipped within 1 business day of receipt by UPS, FedEx, or Priority/First Class Mail. If an item has a special delivery time it will be noted in the product description. Casita, Patiomate, and Parts for them are currently running a 2-3 week delivery time.
We are a small family-run business.
- You should expect to receive delivery within 4-7 business days in the USA unless a special delivery time is noted in the product description.
- Air delivery and specific carrier options are also available in your shopping cart.
- If you select air delivery for an item with a special delivery time noted in the product description, your product will not be finished any quicker but will ship via the chosen method when it is ready to ship.
- If you require a delivery quicker than options shown in your shopping cart, please contact customer service.
- Canada and International delivery time information is shown in shopping cart.
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