Serta Perfect Sleeper
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A simple solution for perfect sleep every night
RETURNS & EXCHANGES
We want you to love our products as much as we do, we therefore offer a 100-day return window on most items. If your item isn’t perfect for your space, we’re here to help!
Clearance, Custom Order Furniture, Adjustable Bases, and box springs (foundations) are not eligible for returns. Full body massage chairs are provided a 30 day return window.
Important: Items must be in new or like-new condition to be eligible for returns or exchanges. Original packaging must be retained and used in the event of a return or exchange. If an item is returned or exchanged without the original packaging, a restocking fee will be deducted from your refund. Please see below for more details.
Number of free returns
Each household may exchange or return ONE item, free of charge per category. Items sold as a set are considered one item.
(What does this mean?): For example, you may return your first mattress, massage chair, etc. completely free of charge! However, if you order and return one mattress, then order another mattress and request a return, we will be unable to conduct a second return for this item. We limit returns or exchanges to one item per category per household. This also means that you may order and return an item from another category at no additional charge for a full refund. For example, if you place an order for a mattress and massage chair and decide to return both, all items will be due a full refund.
If you would like to know the cost of return shipping for your order please contact our friendly customer service team.
If you would like to initiate a return or exchange, please give us a call at (888) 745-7501, or email firstname.lastname@example.org
Your item may be returned for any reason, whether you tried it in your space and found it wasn’t quite right or if you just had a change of heart. All we ask is you give it a 30-day test period before deciding what you would like to do. After 30 days, we’ll gladly accept your return. If a chargeback has been issued via your credit card service, we will be unable to directly service your order or process a refund until this has been removed and confirmed by your bank.
Items must be in new or like-new condition to be eligible for returns or exchanges.
SHOULD I KEEP MY PACKAGING?
Original packaging must be retained and used in the event of a return or exchange. If an item is returned without the original packaging, a restocking fee will be deducted from your refund:
~ $49 per item for Small Parcel Delivery item
~ 15% fee per item for Truck Delivery items up to a maximum of $299 per item
(What does this mean?): When you're receiving your delivery, some delivery crews may offer to remove the packaging as a courtesy. Even if a delivery crew offers to do this for you, please remember to retain all packaging when you receive your item, and hold onto it for the duration of the return period. Carriers are unable to PICK UP OR RETURN an unpackaged item. If you need to make a return, any shipping carrier that may pick up the item from your home can only do so if your item is packaged. If you dispose of the original protective packaging and then need to make a return, we will require the item to be packaged before authorizing a pickup. An example of an acceptable alternative is bubble wrap. Some specialty items will require additional packing steps beyond bubble wrap if the original packaging is not retained. Any items returned without original packaging are subject to a restocking fee. This will include items that have been bubble-wrapped or otherwise repackaged without the original box.
ALL Truck Delivery returns (including orders with White glove Delivery purchased at checkout with packaging removal included) will need to be boxed up or protected with protective packaging to the requirements of the corresponding shipping agent.
In the event of a return, all upgraded delivery options (In-home Delivery, White Glove Delivery) are non-refundable.
All Truck Delivery returns will be picked up at the outside entrance of your home or building at the ground level. If you require a pickup from inside your home, disassembly or repackaging of your items, a $99 service fee will be deducted from your refund. These additional services may not be available in every zip code.
Damage Upon Delivery
Things don’t always go as planned! In the unlikely event your item arrives damaged, please get in touch with us right away. Make sure to note the damage on delivery with our shipping partners upon delivery, along with their delivery paperwork.
Just take some pictures of the problem areas of the item as well as its packaging and send them along to us at email@example.com. In addition to notating the damage with our shipping partners, damage needs to be communicated within 48 hours of the delivery to our support team to ensure we can appropriately resolve the issue. We’ll be glad to help you from there with any replacements or repairs you may need!
WHAT TO EXPECT FOR A RETURN
Small Parcel Items
Truck Delivery Items
Large items (mattresses, massage chairs, lift chairs, etc.) that ship via Truck Delivery will need a freight carrier pick up. Once you let us know you would like to setup the exchange or return, we will begin the paperwork required for the return. This can take 7 to 10 business days and can be subject to change. Once the paperwork is processed, the carrier will reach out to you to schedule a pickup on the next available route. Truck delivery is unlike the small parcel carriers such as UPS or FedEx, and don't have regular routes to every neighborhood each day. Once the carrier can confirm the route, they will reach out to you to schedule an appointment. While freight carriers call at least a business day or two in advance, they tend not to call earlier than that. The timeframe for a return pick up varies depending on your zip code.
Charitable Donations: With select product, if the purchase item(s) do not meet your needs, we will ask that you make a charitable donation of the item in lieu of completing a pickup for return. In these cases, we will require that the complete certificate for the donation is completed at an authorized location. Once our service team has reviewed the certificate for authenticity your refund will be processed.
You can cancel within 48 hours of your order date and time. If you need to cancel an order, please contact our customer support team as soon as possible. If the request is after the 48-hour period from order, this will be considered a return, and our standard return policy will apply.
When will I receive my refund?
A refund to the original form of payment is processed once the item has been received by our fulfillment centers and inspected by our returns team. Once the refund has been processed it can take 5 -7 business days from cancellation to receive the funds.
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