Returns and Replacements
FoamSuperstore makes every effort to ensure that all our customers are happy with the shopping experience they receive.
Return and Refund Policy at Foam Superstore
At Foam Superstore, we value your satisfaction and strive to deliver quality products. Our return and refund policy is designed to address various scenarios, ensuring a fair and transparent process.
Refund Eligibility: Foam Superstore will issue refunds on the following items only if they are faulty or fail to meet the customer’s specifications:
- Foam Cut to Size
- Made-to-Measure Boxed Seat Covers
- Bean Bag/Bean Chair
- Made-to-Measure Mattresses
Faulty Items Procedure: Customers must contact us within 7 days of receiving the items if they are found to be faulty. Once returned to our warehouse, the goods will undergo inspection. If the fault lies with Foam Superstore, we will rectify the goods. If rectification is not possible, a refund will be issued. Please note that the customer is responsible for return postage fees.
Refund of Postage Fees and Item Cost: If Foam Superstore is deemed to be at fault, we will refund the return postage fees and the full cost of the item to ensure a fair resolution for our customers.
Delivery Fees and Collection Fee for Wrong Goods: Delivery fees and a collection fee will be applied if Foam Superstore organizes the collection of wrong goods. If the goods are correct upon receipt, we will hold the products until redelivery postage has been paid to return them to the customer.
Return Instructions: To initiate a refund or exchange, please follow these instructions:
- Contact us before returning any item(s).
- Re-pack the item securely, ensuring it is well-protected even if not in its original packaging.
- Return the package using the Post Office counters and obtain proof of postage. Do not post the package through the post box without a certificate of posting.
- Keep the certificate of postage safe as proof of return.
Refund Process: Once we receive the returned item in satisfactory condition, we will either issue a refund or dispatch the replacement item(s) accordingly. Please note that refunds cover the full purchase cost of the item, excluding postage costs.
Made-to-Order Items: Made-to-order items cannot be returned unless faulty by Foam Superstore’s behalf.
Condition of Returned Items: Returned or exchanged products must be securely wrapped to prevent damage during transit. Any damage to the items during return shipping will impact the refund.
Faulty Items Investigation: In the event of a potential fault with an item, whether it pertains to the foam or fabric, all faulty items will be sent back to the respective manufacturer (foam or fabric) for a comprehensive investigation. This process aims to determine the cause of the fault or problem and to confirm the presence of a manufacturer fault or defect.
If the investigation reveals that the fault is indeed attributable to the manufacturing process, Foam Superstore will take appropriate measures to rectify the issue. This may involve issuing a replacement or, if not feasible, providing a refund.
Repostage Fees for Non-Defective Items: If, upon inspection, it is determined that the item is not defective, and there is no fault found in either the foam or fabric, the customer will be liable for repostage fees. This includes situations where all sizes have been cut correctly, and the fault does not originate from the manufacturing process.
Organized Collection of Wrong Goods: Foam Superstore can organize the collection of wrong goods. If you receive incorrect items, please contact us, and we will arrange for the collection and replacement of the right items. In such cases, delivery fees and collection fees may apply.
Buyer’s Responsibility: The safe return and the cost of returning goods are the buyer’s responsibility. We recommend using a secure delivery service with tracking for all returned items.
Foam Superstore is committed to ensuring a positive shopping experience for all our customers, and we appreciate your cooperation in adhering to our return and refund policy.