RETURNS: Ashcroft Furniture Co requires a Return Merchandise Authorization (RMA) number to be issued before accepting a return or replacement. Once the returned item is counted and inspected at our warehouse, credit or refund will be issued by Ashcroft Furniture Co. Returned items have a time limitation of 30 days from the original purchase, and return shipping must be pre-paid by the customer if the item was not factory defective. All returns must be made in the original packaging in the original like-new condition.
Any item returned, even if never having been received, that was paid with a debit, credit or prepaid card will be charged a 2.5% credit card processing fee. We pay 2.5 to 3.0% of the cost of any item purchased to the credit card processor. When you return an item, that fee is not refunded to us. E.g. if you buy a couch for $1,000 the fee would be $25. You would then receive a refund of $975.00. This is not a punitive charge. We appreciate your understanding.
Delivery charges are not refundable. Labor is expended regarding delivery by store salespersons, our dispatchers, and order pickers: if you cancel your order, delivery will not be refunded.
Any items that a customer wishes to return that are not defective will incur a 25% restocking fee. We can not sell these items as new after we have issued them to a customer. It is the customer's responsibility to inspect all purchases upon receipt. If the item is in under 7 days and returned in like-new condition, we will issue a 75% refund to the original payment method on file. Depending on your card issuer’s policies, it may take up to 5 business days after we issue your refund for the credit to appear. This applies to non-defective materials. Customers must return to the warehouse - we will not incur the cost of return for non-defective items. Items in used condition will not be accepted. e.g., Pet hair, stains, and abused items. Item must be in like-new condition; if damaged, soiled, or visibly used, the item will be deemed non-returnable. Upon arrival at our warehouse, the product will be inspected within 48 hours, and the appropriate refund will be issued. Please note that shipping charges are non-refundable. Mattresses are not returnable unless structurally defective and proof of defect is sent, with a photo, to support within 12 hours of delivery. If you decide to cancel an order and that order has already been loaded with our 3rd party delivery company, or if the order is en-route, then please be aware that you will be charged a 119$ delivery fee, even if you qualify for free delivery. This will be deducted from your refund, If you confirm delivery and are then unavailable for delivery when a truck is en-route, you will have to pay a second delivery fee, as we are charged for every delivery loaded, regardless of delivery status.
Defecting items in construction will be accepted as returns for 30 days - items must not show signs of abuse or misuse. After this point, we will use our best judgement when constructive issues must be remedied regarding how to proceed.
We do not accept any returns after 1 month of usage (or damaged products due to excessive use). However, we do offer free repair of products, unless evidence of abuse or misuse are present. Please note that it is customer's responsibility to return the product to the warehouse for repair and when repaired it is the customers responsibility to pick-up. Also, if items are purchased and customer fails to pick up and then wishes to request refund a 10% warehousing fee shall be applied along with credit card processing fee and deducted at time of refund.
EXCHANGES: We are happy to exchange an item if your order has not already shipped. Exchanges for shipped products are not allowed and would fall under our 7-day return policy.
DAMAGED ITEMS: In the unlikely event that you receive a product that has been damaged in transit or is defective, we are happy to provide a prompt replacement or in some situations, a repair (broken couch leg, missing button etc..).
If you notice the packaging or item is damaged upon delivery, please don't hesitate to let us know the shipping company. If the item is readily available, we will send a replacement item within five business days. If you notice the damage after delivery, please take a few photos and send them to support@ashcroftfurniture.com within 24 hours of delivery. Our team will assess the damage and work with you to determine a solution.
INSPECTION: Signature upon manifest, bill, or "Received by" acknowledges receipt of merchandise in full and in good condition by any authorized agent of the customer named. Any damages must be noted on the bill of lading or manifest at the time of delivery upon inspection.
CLAIMS: A claim must be filed with customer service notifying them of any defective, missing parts/hardware or damaged merchandise within 48 hours of receipt. AshcroftFurniture Co will repair or replace damaged or defective goods (provided the damage is caused by manufacturer defect or error) at no additional charge. If a return is desired instead of a replacement, the Returns clause applies, and there may be a restocking fee of 25%, and Ashcroft Furniture Co's initial shipping and handling costs will be deducted from the credit.
WARRANTY: Ashcroft Furniture Co warrants that its products will be free of defects and materials in workmanship for a period of one (1) year on all products. AshcroftFurniture Co will replace any product which does not meet this express warranty. Products are not warranted against regular wear and tear, nor are said to be of fitness for a particular use. EXCEPT FOR THIS EXPRESS WARRANTY ASHCROFT FURNITURE CO MAKES NO WARRANTIES, EXPRESS OR IMPLIED, CONCERNING THE PRODUCTS COVERED BY THIS AGREEMENT OR ANY AGREEMENT WITH THE CUSTOMER, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE, OF MERCHANTABILITY, OR AGAINST INFRINGEMENT. CUSTOMER HEREBY WAIVES ANY CLAIM (INCLUDING ANY CLAIM BASED ON STRICT OR ABSOLUTE LIABILITY IN TORT) THAT IT MAY HAVE AGAINST ASHCROFT FURNITURE CO FOR ANY LOSS OR DAMAGES, INCLUDING, WITHOUT LIMITATION, LOSS OF PROFITS, LOSS OP INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGE OR EXPENSE CAUSED BY THE PRODUCTS.