POLICY – RETURNS AND CANCELLATIONS
GENERAL RETURN POLICY
Exchanges only no refunds. Exchanges are not valid with SPECIAL OR CUSTOM ORDERS, CLEARANCE ITEMS, FLOOR MODELS. You may return other items purchased within three (3) days of receipt, as long as they are in the original box and packaging and has not been used. All returned or canceled items are subject to a 20% re-stocking fee, with remaining balance issued as in-store credit, valid for six (6) months. The customer is responsible for all shipping costs. All merchandise exchanged or returned must be boxed/wrapped/packaged in its original condition or it will not be accepted. Actual shipping charges on any item or package are non-refundable.
Please email to info@GentleHome.com and include your original order number, what product(s) you are returning, and your name. You may also contact us at 619-296-1221. We will provide you with an authorization number and return instructions once the return has been approved.
All returned products must be in their original condition and packaging, no exceptions. Unfortunately, we cannot take returns of products that have been assembled or modified. Additionally, certain products cannot be returned because neither we nor our suppliers can take them back. If you have any questions about whether a product can be returned, please call us.
Return the product using your preferred shipping method to 1601 University Avenue, San Diego, CA 92103-3414. Save your return tracking number, and if possible, email it to us so that we can track the return. It is important that you save the tracking number and that you insure the return package in case there are any issues during transit. The freight must be prepaid by you we do not accept COD returns.
Non returnable items and Custom order
Products that are not returnable: – mattresses or pillows with any custom changes, non-standard sizes, floor models, any special closeout items, used or slept-on mattresses or any upholstered item. Once a mattress is slept on we can not resell it as new without sterilizing the mattress, and we have no ability to sterilize a mattress. There is no way to ensure a mattress once sold has not been used therefore we do not take back any mattresses. If you have a problem with your mattress please see our warranty.
WHAT IF MY ORDER ARRIVES DAMAGED?
Our products are inspected and hand- packaged to withstand most damages that could occur during shipping. If an item looks damaged note it on your delivery receipt. If you are missing hardware or assembly instructions please notify us immediately at info@GentleHome.com or call 619-296-1221. We will make every effort to help you obtain the necessary replacements as quickly as possible. If your order is shipping by Truck Freight, or our delivery white glove delivery service, please note the important instructions below.
For Small Parcel shipments, delivery usually takes between 2 and 7 business days after your order is released from the warehouse. Please call us if you have any questions or concerns.
If Shipped via Truck Freight or White Glove
Any damages, even if the package appears only slightly damaged, must be brought to the attention of the delivery driver. The driver should do an inspection with you before you sign for the package. If there is any damage to the package (no matter how slight) have the driver note the exceptions on the delivery receipt. Additional you can write “Package Damaged” when you sign for delivery. This is VERY important. If the package looks significantly damaged, you may refuse delivery of the package under the same terms without penalty. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment. If you have already accepted the package and find that parts are missing or damaged, please contact us within 24 hours of receipt of products and we will ship you the replacement parts free of charge. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging.
Our goal is to make buying online easy, safe and efficient.
If you decide you do not want parts or a replacement unit, the item can be returned under our return policy. If your item is problematic due to a manufacturer’s defect, we can either replace the defective part, or if necessary, the entire unit. We stand behind our products and maintain great relationships with the manufacturers who produce them. If you are having an issue, please contact us and we will make every effort to resolve it.