Damaged, Defective or Incorrect Product/Quantity:
Inspect your products immediately when received. All claims for damaged, defective or incorrect products/quantities must be made within 24 hours of receipt to email address firstname.lastname@example.org .NO EXCEPTIONS. This is a requirement of our suppliers. Any damaged products will be replaced, at no charge, as soon as possible. We are sorry but once a product has been noted as damaged we will not be able to issue you a credit, only offer you a replacement for said damaged items.There are no refunds on any product sold by Luxury Mattress Gallery unless either damaged or defective. NO EXCEPTIONS.
Once a product is ordered and the order is processed, (24-hours) it may not be canceled. Custom made products are not stock items and thus cannot be resold to a second party to recover losses. Once your order has started the production process, it cannot be halted. Changes may be made to orders depending on the type of change. Materials that are already cut, but not yet fabricated into a treatment can be made smaller, but not larger. Simply, changes that can be implemented are based on the fabrication stage of the product. If the product is already fabricated but has yet to ship, it could still be cut-down in size, but a cut-down charge would apply. If a custom-made product arrives damaged, produced in a size different from what you had ordered, or is not the item type ordered due to our error, we will replace the item with the correct item as originally ordered at no cost to the customer. If the product was ordered by the customer incorrectly, wrong sizes, colors, products, etc; we will replace the original product. If there is an additional cost for the correct ordered item than the customer is responsible for paying the difference before the item can be ordered. Unfortunately, the charges for the original product cannot be credited for customer mistakes, so please take extra care and make sure your order is placed correctly the first time. We do not offer a comfort reselect on any of our mattresses so please be sure on the comfort level before ordering the product. We can make changes to any product up to 48 hours after order has been placed as long as the product hasn’t been shipped.