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Refund & Return Policy

At Express Home Direct, we pride ourselves on being the very best in customer service.  As an independent retailer of consumer products and a family owned & operated business, our goal is to make sure you're 100% thrilled with your new purchase.  This is why we believe that the standard 30 day return window doesn't allow customers to really get familiar with the products they've purchased.  At Express Home Direct we offer our customers a 45-Day Money Back Guarantee.  Some restrictions may apply, please see below for details.

You can cancel your order before it ships at any time with no cost to you.  Unfortunately, once an order has been dispatched to the carrier for delivery, we are not able to stop your order from being delivered. Certain exceptions apply on products advertised as "Final Sale", "Clearance" and/or "Special Buy" and cannot be returned. For individual cancellation & refund policies please see below:

 

Mattresses, Mattress-In-A-Box & Adjustable Bases Return & Refund Policy

Mattresses, adjustable bases & box springs ordered on www.expresshomedirect.com are by our 120-Night Comfort Guarantee, there are no refunds on these products.  Customers that purchased a mattress and decide within 120 days from delivery, that they no longer are satisfied with their mattress are eligible for an exchange only.  There are no refunds during an exchange. 

Some restrictions may apply.  Eligibility Requirements & Guidelines:

  • Contact us within 120 days of receiving your order.
  • A one time state disposal & recycling fee may be applicable, depending on the state.
  • We will arrange a convenient date & time for a free pick up of your mattress.
  • Please note If we removed your old mattress at the time of your initial delivery, it will be disposed of and cannot be returned to you.
  • Not eligible on defects.  Defects are covered under the manufacturer warranty only.
  • 120 Night Comfort Guarantee for an exchange only and is not eligible to be returned.  There are no returns on mattresses due to health code reasons. Read more about the 120-Night Comfort Guarantee.
  • You must select a new mattress for the exchange at price greater than or equal to original purchase price.
  • A Re-delivery fee of $150.00 will be added to your exchange.
  • Past the 120 days there are no returns & refunds on mattresses, adjustable bases & box springs.
  • Absolutely no returns or refunds on mattresses that are dirty, soiled or stained.  No exceptions.

Mattresses must be free & clear or any stains, rips or tears, not only will this void your mattresses manufacturer warranty but will also void the 45-Day Money Back Guarantee and the 120-Night Comfort Guarantee .  We always recommend purchasing a Mattress Protector with your new mattress order to stay protected.

 

Bedding / Top of Mattress (Comforters, Duvets, Bed Sheets, Bedspreads etc.) Return & Refund Policy

Bedding & top of mattress products ordered on www.expresshomedirect.com are covered by the 45-Day Money Back Guarantee.  Customer's who purchase bedding & non-mattress products and decide within 45 days from receiving their order, that they no longer are satisfied with their bedding & non-mattress products purchase are eligible for a complete refund of the purchase price, less any return shipping fees and processing fees. 

We value your business and your satisfaction is what matters most. If you are not satisfied with your purchase, you may return it to us following these guidelines:

  • All returns do require a Return Authorization number. Please contact us at orders@expresshomedirect.com or by phone at 1-833-246-8732 for a Return Authorization. This number must be clearly displayed on the outside of the return package.
  • Shipping charges, either way, may not be eligible for a complete refund. We will try our best to waive any return shipping fees
  • Returns must be requested within 45 days of the original ship date.
  • Products must be returned in original packaging and in original condition.
  • Returns maybe subject to a restocking charge of up to 25%.
  • Unauthorized returns will be refused.
  • Refunds will be issued for merchandise only upon receipt and inspection of returned merchandise, less applicable restocking charges and shipping fees.
  • If original form of payment is no longer available, a 100% refund in the form of a store credit will be issued instead.
  • There are no returns after 45-days.
  • Absolutely no returns or refunds on bedding products that are dirty, soiled or stained.  No exceptions.

Damaged Merchandise & Defects

For products with Manufacturing defects, please contact us at 1-833-246-8732 or by email at orders@expresshomedirect.com and we will assist you with a replacement or a refund. If your order arrives damaged due to shipping, keep the original shipping cartons and all packing materials for inspection by the carrier. Please contact us at orders@expresshomedirect.com to review your options. We will try our best to accomodate any special requests.

Furniture Return & Refund Policy

Upon delivery, please carefully examine each piece of your furniture. If you wish to return the furniture for preference reasons, you must contact Express Home Direct Customer Service within 3 days of your delivery. You may e-mail us orders@expresshomedirect.com or call us at 1-833-246-8732.

To qualify for a refund, the following criteria must be met:

  • A return request must be made within 72 hours of receiving your item(s) by calling us at 1-833-246-8732.
  • Items must be in new condition and in the original packaging to qualify for a refund.
  • Assembled or modified items are unable to be returned or refunded.
  • The delivery fee will not be refunded.
  • Original form of payment will be refunded less a 20% restocking fee & any applicable return shipping fees.
  • If original form of payment is no longer available, a 100% refund in the form of a store credit will be issued instead.

In the rare occurrence that an item arrives damaged on delivery or is otherwise damaged before your possession, please notify the delivery team or a customer care representative immediately. For furniture, arrangements will be made for a qualified repair technician to come to your home and correct the damage if possible. For home decor, arrangements will be made to exchange the item. Please note that we reserve the right to repair or replace your furniture as deemed necessary at our sole discretion.

 

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