We offer a 14 day return window once your non-custom* SOFTFRAME® product has been received. Returns (and exchanges) are applicable on only certain items, please reference each product description for details.
To receive a refund, the item MUST be in new condition when returned without:
- Hair or fur
- Signs of wear, washing, or improper care
- Damage or stains
All returned items are thoroughly inspected, and any item(s) returned in a condition deemed as no longer sellable will not be refunded.
If approved, a refund will be processed and a credit will be applied to the original method of payment. Kindly note that refunds take approximately 2-5 business days to post.
- Customers are responsible for return (and exchange) shipping cost unless the order arrives damaged or defective.
- Returned item(s) must be shipped back in the original packaging or similar packaging that will prevent item(s) from damage while in transport.
Email our customer care team at firstname.lastname@example.org to receive prompt instructions on how to return your product.
*We offer refunds on SOFTFRAME® Classic and Luna bed frames, as well as any twin sized accessory; i.e. bolsters and wedges. SOFTFRAME® Ultra bed frames (all sizes) and other custom items* are made to your individual specifications; therefore, these products are final sale, non-exchangeable and can not be returned unless they arrive damaged or defective.