Refund Policy | 30-Day Hassle Free Returns
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. At Express Home Direct we offer our customers 30-Day Hassle Free Returns. Some restrictions may apply, please see below for details.
Once an order has been processed and a shipping label is created, we are not able to stop your order from the shipping process. 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 backed by our 120-Night Comfort Guarantee, there are no refunds on these purchases. 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. Due to the intimate nature of mattresses all sales are final. There are no refunds on mattress sales.
Some restrictions may apply. Eligibility Requirements & Guidelines:
- In order to qualify, you must purchase a premium mattress encasement during the initial purchase of your mattress.
- Contact us within 120 days of receiving your order.
- A one time state disposal & recycling fee may be applicable, depending on the state. This fee varies by state.
- We will arrange a convenient date & time for a 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 is a program that only allows for an exchange only and is not eligible to be returned. There are no returns on mattresses due to health code reasons. All mattress sales are final.
- You must select a new mattress for the exchange at price greater than or equal to original purchase price. Sales event & promotional mattresses are excluded.
- A pick up & re-delivery fee of $275.00 will be added to your exchange.
- Past the 120 days there are no returns & refunds on mattresses, adjustable bases & box springs. No exceptions.
- 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 30-Day Hassle Free Returns and the 120-Night Comfort Guarantee . We highly recommend purchasing a premium 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 backed with a 30-Day Hassle Free Return program. Customer's who purchase bedding & non-mattress products and decide within 30 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 30 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 30-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 accommodate any special requests. We request you take photo's of the damage to assist in your damage claim.
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 24-hours 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 24 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. DO NOT ACCEPT any delivery if damage is visible. We request photos of the damage for your damage claim.
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.