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We want you to be fully satisfied with your purchase, but we understand that an item may not be what you were expecting once received. We want to make it as easy as possible for you to execute your return. We do need to know that an item is coming back to us, that is why we require a RMA (Return Merchandise Authorization) number.
Shipping the return is the responsibility of the customer. If you like, we can handle that for you by 1) having UPS come to pick up the package 2) emailing or mailing you a UPS label and you drop it off at a UPS center or hand it to a UPS carrier. NOTE that the return shipping cost will be deducted from your refund. Also, note that merchandise must be returned in orginal packaging in good, resaleable condition, or a restocking fee will result.
Also Note that, although we offer Free Shipping on every item in our store, the customer is responsible for the original shipping cost we incur in delivering their order. This applies to the return of non-defective merchandise. When you request an RMA, we will send you an email showing this cost that will be deducted from the original order amount.
Our Full Return and Exchange Policy
Customer satisfaction is our top priority and we want you to be completely satisfied with your purchase. We have set specific guidelines to ensure a quick and hassle-free return and exchange process. Go here and fill out the form to obtain a RMA (Return Merchandise Authorization) number. We will send you an email (or call if you do not have an email address) within 24 hours with your RMA number. If you wish, you may call us at 1-828-678-9660 and we will issue a RMA# over the phone. We ask that you write "RMA #___" on the outside of the box so that we can process the return efficiently and issue a refund promptly.
PLEASE INSPECT YOUR ORDER IMMEDIATELY UPON ARRIVAL. DO NOT DISPOSE OF THE BOX OR ANY PACKAGING MATERIALS UNTIL YOU HAVE INSPECTED YOUR ORDER AND ARE SATISFIED WITH THE PRODUCT YOU HAVE RECEIVED. If there is shipping damage, please report the damage to us immediately, as there is a time limit for us to file a claim with the shipping company. UPS requires that you keep the box and the damaged item for 1 week after we report it for pick up and inspection, at their option. If you wait to report the damage, we may not be able to issue a refund.
We offer a 30 day comfort and quality guarantee. If you are not satisfied with your purchase, you can return or exchange the product within 30 days of receipt as long as the product is returned in new, unused, and resalable condition inside its original packaging.
Returns must be in original, new, resalable condition, with original packaging. Items returned without orginal packaging will be charged a 15% restocking fee. Any item returned in a used condition, or abused in any way, will either be returned at customer expense or charged a auction resale fee. Some items incur a 10% - 25% restocking fee for returns. Usually these items are our more expensive items ($150+) which ship directly from the manufacturer. Any order over $1000 will automatically incur a 15% mandatory restocking fee.
Additionally, the customer is responsible for all shipping charges incurred for the return of non defective merchandise. All of our products are offered with free shipping, so please note when you return a non-defective product, our actual outbound shipping costs will be deducted from the original amount. Returns will be inspected prior to issuing credit. Please keep in mind, credit card companies vary in the time they take to post credits. In the unlikely event that your order is incorrect, missing parts, damaged or defective, please call us within 30 days and we will send you the correct product, replacement product, or replacement parts at no cost to you. Our customer service hours are Mon-Fri 8:00 AM to 5:00 PM ET.
If you are returning a product that was originally purchased with a gift certificate, you will receive an in-store credit as your refund. If you are returning a product that was given to you as a gift, you will receive an in-store credit as your refund.