Refunds, Returns and Exchanges

General Policies

The following policies apply to your purchase of any and all products from this website ("Site"). These policies are our Terms of Use, and any order placed through the site signifies that the purchaser understands and adheres to the policies outlined below. It is strongly urged that all items be reviewed upon receipt as all claims must be filed within three business days of receiving merchandise.

Product Availability / Cancellations

Product availability is subject to change without notice. If we discontinue a product that has been purchased, we will contact you by email or phone and advise we have cancelled that product or item and removed it from your order.

Credit Card Charge

We do not charge the credit card until the merchandise is shipped. If there is entry from UpholsteryConnection on your credit card statement, rest assured is it simply an authorization / reservations of funds that is placed against your card when you make the purchase. This is not the same as actually charging your card.

Returns and Exchanges

All gift cards, downloadable items, pillows, loose feathers and down and items cut to custom lengths (ex: all webbing types, muslin, etc.) are not returnable. For all other items, we offer exchanges and refunds (with a 15% stocking fee for either case*) within 10 days of the delivery date if they meet the below criteria. After 10 days, we unfortunately cannot offer a refund or exchange.

If a product is defective, we will either replace the item or refund your money. If the package was damaged in shipping, it is the recipient's responsibility to file a claim with the shipper and work it out with the shipper to obtain a refund. It is in your best interest to file the claim immediately and to photograph the damage to substantiate your claim.

We only issue refunds, replace or exchange items if they are returned in the original product packaging, and in resalable condition. If a package is mis-delivered, stolen, lost, or any items are damaged in shipping, all claims must be made by the customer directly to the shipper. No shipping charges will be refunded, and no replacement packages for stolen or mis-delivered packages will be sent.

Customer is responsible for paying for all shipping costs related to returning or exchanging the item(s).

If shipping an item over $75, we strongly advise using a trackable shipping service and purchasing shipping insurance.

Refunds (if applicable)

*Important note: All refunds incur a 15% restocking fee. This restocking fee is used to recondition the items and prepare them for resale. This fee covers the time and materials spent for the reconditioning.

Once the returned item(s) is received and inspected, an email will be sent, advising we have received the returned item(s). We will also notify you of the approval or rejection of your refund.

If the refund is approved, the purchase price, minus the 15% restocking fee will be processed, and a credit will be applied to your credit card or original method of payment, within three days of the refund processing. To reiterate, shipping charges will not be credited back / are part of the refund.

There are certain situations where only partial refunds are granted:

  • Missing parts (ex: instead of 1,000 pieces, only 980 are returned)
  • Any item not in its original condition and/or is damaged for reasons not due to our error

Exchanges (if applicable)

*Important note: all exchanges incur a 15% restocking fee. This restocking fee is used to recondition the items and prepare them for resale. This fee covers the time and materials spent for the reconditioning.

All exchanges must adhere to the same policies above regarding product condition, packaging, etc.

If the exchange is approved, outbound shipping charges and the restocking fee for all replacement items are the responsibility of the customer and will be charged to your credit card accordingly. If payment is through PayPal, a request for funds will be sent. All funds to cover shipping must be received before replacement item(s) are sent out.

Initiate a Return or Exchange

Please contact us through the form below to initiate a Return Merchandise Authorization (RMA). No refunds, returns or exchanges will be accepted without a pre-assigned RMA number, which will be issued after the RMA process is started. Please be sure to include your original order number. Thank you.

Errors

If the amount listed for any item is incorrect, or if the shipping amount is incorrect, regardless of whether it is an error in a price posted on this web site or otherwise communicated to you, we reserve the right, at our sole discretion, to cancel your order and refund any charges that have been paid. This policy will apply regardless of how the error occurred. This also applies to all shipping charges as well.

Service Refusal

We reserve the right to cancel any order at any time for any reason.

DISCLAIMER AND LIMITATION OF LIABILITY

When placing an order / purchasing anything from this site, you expressly agree that using any products purchased from this Site is to be used at your own risk. This management does not promise the Site will be error-free or uninterrupted, or that specific results will occur from using of the Sites' tools or content. The Site and its content are delivered on an "as available" basis without warranties of any kind, either express or implied, including, but not limited to, warranties of merchantability or fitness for a particular purpose.

In no event will the Site or our parent company be liable for any indirect, consequential, exemplary, incidental, special, or punitive damages, including lost profits, even if the Site has been advised of the possibility of damages. This disclaimer of liability applies to any and all bodily damages or injury from any cause, or any damage caused to any object for which the items have been used/applied. These include, without limitation, damages or injury caused by product usage, product installation, failure of performance, error, omission, interruption, deletion, defect, delay in operation or transmission, computer virus, communication line failure, theft or destruction, or unauthorized access, etc.

When utilizing any of our products, you must employ appropriate means to protect yourself. This means using, at a minimum, protective eye-wear whenever upholstering or working with tools, regardless of what you're doing.