Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. All returns must be authorized in advance and accompanied by a Return Merchandise Authorization (RMA) issued by us. Items received without an approved RMA may be refused or subject to additional handling fees.

To be eligible for a return, your item must generally be in the same condition that you received it: unused, uninstalled, free from damage not caused by shipping, with all original parts, accessories, manuals, and in the original packaging whenever reasonably possible. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at onlinesales@comfortside.com.

If your return is accepted, we’ll send you return instructions (and, when applicable, a return shipping label) that include how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at onlinesales@comfortside.com.

Return shipping & original shipping charges
All shipping costs are the responsibility of the customer unless otherwise stated in writing at the time of purchase. This includes:

– The original shipping cost from us to you (this amount is non-refundable once the order has shipped).
– The shipping cost from your location back to us for the return.

If we provide a prepaid return shipping label, the cost of that label will be deducted from your refund amount. Any additional charges incurred due to incorrect address information, refused deliveries, or failure to be available for scheduled deliveries may also be deducted from your refund. Freight or oversized shipments may incur higher carrier-imposed fees, which are also non-refundable.

Restocking fees
All approved returns are subject to a restocking fee, with a bare minimum of ten percent (10%) of the product purchase price. The final restocking fee depends on the condition of the returned item upon our evaluation, including packaging, completeness, and whether the item has been installed or used. As a general guideline:

– Items in new, unopened, resale-ready condition: typically 10% restocking fee.
– Items opened but unused and complete in original packaging: typically 10–20% restocking fee.
– Items missing accessories, manuals, or original packaging, or showing signs of handling: typically 15–25% restocking fee.
– Items that have been installed, powered on, or show signs of use, cosmetic damage, or improper handling: may be subject to a higher restocking fee (up to 30% or more) or deemed non-returnable at our discretion.

The exact restocking fee will be determined after we inspect and evaluate the returned product. Any restocking fee will be clearly noted on your final refund summary.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

For shipping damage, we may require photos of the packaging (inside and outside), the product, and the shipping label, as well as a description of the damage. In some cases, carriers require that the original packaging and item be retained for inspection or pickup. Failure to report damage within the time frame specified by the carrier or to retain required packaging may limit our ability to assist with a replacement or refund.

Exceptions / non-returnable items
Certain types of items cannot be returned, including but not limited to:

– Perishable goods (such as food, flowers, or plants).
– Custom products or special-order items (such as made-to-order, cut-to-length, or personalized items).
– Personal care goods (such as beauty products).
– Hazardous materials, flammable liquids, or gases.

Additionally, items that have been installed, modified, mishandled, or used contrary to the manufacturer’s instructions may not be eligible for return or may incur higher restocking fees. Please get in touch if you have questions or concerns about your specific item before purchasing or returning.

Unfortunately, we cannot accept returns on sale items or gift cards.

Inspection and evaluation of returned items
All returned items go through a standardized evaluation process to determine eligibility and the amount of any refund. During this evaluation we will:

– Verify the item matches the original order and RMA.
– Inspect the condition of the product for signs of use, installation, wear, or damage.
– Confirm that all original parts, accessories, hardware, manuals, and packaging are included, when applicable.
– Test basic functionality (when appropriate) to ensure the item is operational.

Based on this evaluation, your return will be categorized as eligible for a full refund, partial refund (due to restocking fees, missing items, or damage), store credit only, or non-eligible for return. We reserve the right to deny a refund if the item is returned in a condition significantly different from how it was supplied (including but not limited to installation damage, misuse, or improper packaging during return shipping).

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted and processed, make a separate purchase for the new item. In certain situations, we may be able to facilitate a direct exchange, but availability and pricing can vary. Please contact us at onlinesales@comfortside.com if you are interested in an exchange option.

Order cancellations (before shipment)
Orders that have not yet shipped or entered the fulfillment process may be eligible for cancellation. To request a cancellation, please contact us as soon as possible at onlinesales@comfortside.com.

Approved cancellations of non-shipped items may be subject to a cancellation fee of up to five percent (5%) of the order total. This fee is intended to cover payment processing costs, administrative handling, and any non-recoverable fees charged by our payment processors or suppliers. The exact cancellation fee, up to this 5% maximum, will be disclosed to you at the time your cancellation is processed.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification, in accordance with applicable consumer protection laws. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please note that, to the extent permitted by law, the following still apply: you may be responsible for the cost of return shipping, original shipping charges may be non-refundable, and restocking fees may apply if the item is not returned in resale-ready condition.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not, and whether any restocking fees, shipping charges (outbound or return), or other applicable fees are being deducted.

If approved, you’ll be automatically refunded to your original payment method, typically within 10 business days after our evaluation is complete. Please remember it can take some time for your bank or credit card company to process and post the refund as well.

If your return is not approved for a full refund, we will inform you of the reasons and the options available (such as a partial refund, store credit, or having the item returned to you at your expense).

If more than 15 business days have passed since we’ve confirmed your refund approval and you have not seen the refund on your account, please contact us at onlinesales@comfortside.com.