The team here at Leather Express Online takes great pride in the fact that we not only say we want you to be satisfied with your purchase. We stand behind it with one of America's most consumer-friendly, easy to understand return policies. No legalese, no multiple page explanations, no exclusions for custom order products.The bottom line is we want your experience with Leather Express Online to be exemplary. Therefore, if you are not satisfied with your purchase for any reason within the first 7 days after you receive it, we don't want you to keep it. We will gladly allow you to return it for an exchange or refund, less return shipping costs and a 50% restocking fee. If in the unlikely event, your new home furnishings are damaged during shipping or have a manufacturer's defect, we want to make it right.
WE REQUEST YOU EMAIL OR CALL US WITHIN 24 HOURS OF DELIVERY SO WE MAY HELP WALK YOU THROUGH THE SITUATION.
At no additional cost to you, it will always be our first attempt to have your merchandise restored back to its original "new" condition or replaced (at our or manufacturer's discretion). However, you do have the option to refuse this service. You would simply advise us that you want to return the item under the guidelines of our "Stressless" Return Policy above and you acknowledge by doing so that you understand you will incur all return shipping charges and the 50% restocking fee. We will arrange the pickup of your return and require you to follow our step by step process to insure smooth service.
In the case you wish to cancel your order before it ships, we allow you 48 hours from the time you placed the order for a full refund. We will make our best effort to cancel your order, but after 48 hours or if it's in production and/or in the shipping process then our "Stressless" Satisfaction Return Policy applies. If at anytime you choose to refuse your shipment, then we will automatically refund your order under the the "Stressless" Return Policy.
Other Notable Possibilities You Should Be Aware Of:
It is important to know that colors and finishes will sometimes vary from what you have seen on our site or in a store. This can be due to normal finish/color variations or it can be because some computer monitors don't adequately represent the true colors. If you are ordering wood furniture, please expect a minor amount of finish variation. This is normal and should be expected. With regard to fabrics, we do offer a free swatch/sample program from participating manufacturers. Should you request it, we will mail you actual samples (if in stock) for your consideration. It is important to know however that if you do not elect or order a sample, any variation in your selection from what you saw online, or in a store, is the responsibility of the purchaser. If you are not satisfied in either of the cases above, you may return your item(s) using our "Stressless" return policy.
In rare instances, there may be errors on your order including selecting the wrong number of pieces, selection of the wrong item, or even selection of an incorrect fabric/leather. Whether your order is entered by you or by us, you have 24 hours after your order is acknowledged to review it and bring any discrepancies to our attention. We will immediately correct them. However, if you do not advise us of any errors, we will assume that you have reviewed the order and it is correct. Should you receive such an order, it is returnable using our "Stressless" return policy. However, should a manufacturer make an error, we will resolve that at no cost to you.
We encourage you to be very careful in terms of ensuring that your new furniture will fit into your home and/or room. We provide all dimensional measurements to you on our site for this specific purpose. Please know that if you find that the furniture you purchased doesn't fit into your home and/or room, you may return it using our "Stressless" return policy.
Do note that there are several cases where we are simply unable to offer the benefits of our "Stressless" Return Policy. They would be:
- International Orders
- Return requests submitted 14-days following delivery date
- Orders incorrectly entered (whether by you or us)
- Products with any type of consumer damage or signs of use
- Returns in which our repackaging guidelines are not followed
- Sheets or other bed linens
Please follow the below directions completely so that your satisfaction with your Leather Express Online experience is assured.
STEP 1) Submit a request for a Return Authorization Number within Seven (7) DAYS of delivery.
STEP 2) Upon receipt of your written request, Leather Express Online will calculate and provide you via email return costs and fees. A Return Authorization number will NOT be issued until Leather Express Online receives written acceptance from YOU of all return fees, terms and conditions via email or fax. Return Fees may include Shipping Fees to and from you, shipping insurance, pickup charges, and any additional packaging or handling fees.
STEP 3) Refunds, if applicable, will not be issued until item(s) are inspected by Leather Express Online, manufacturer or authorized 3rdparty agent of Leather Express Online.
a) Items must be unused and free from damage, pet hairs, soil, or stains.
b) Item(s) must be returned in its original packaging or equivalent with a Return Authorization Number affixed to the outside of the package.
c) If RA approved, we will arrange for a carrier pickup date and have the carrier contact YOU to schedule a pick up date.
d) Item(s) will not be picked up unless properly packaged by YOU including patching any holes or re-securing corners, box top and bottom.
e) If you discard the original packaging or it was removed from the premises by the Leather Express Online delivery agent, YOU are still responsible for sourcing the same kind of packing materials and re-packing the units the same way as delivered. If you had White Glove Delivery and the boxes were discarded, we will pickup and provide packaging materials if needed. Additional fees may apply.
REFUNDS WILL NOT BE ISSUED IF:
1) The item(s) is determined by Leather Express Online or the manufacturer to have been used, damaged by YOU, has pet hairs, soil, or stains.
2) If the item(s) was returned C.O.D.
3) If the item(s) is not returned in its original packaging or equivalent.
4) If the item(s) does NOT have a Return Authorization Number affixed to the outside of the package.
5) If the item(s) are returned with damage and cause of damage is NOT a result of shipper's mishandling.
You are financially responsible for any item(s) damaged due to inadequate packing materials and/or packing UNLESS Leather Express Online can document the returned item(s) were mishandled by the carrier on the return delivery. Leather Express Online will provide you with photos of the packaging and re-calculate your refund less the costs to repair or replace the damaged item(s) if applicable.