RETURNS & EXCHANGES
We strive to provide you with an excellent shopping experience and satisfactory after-purchase service. We stand behind the merchandise that we sell, and we guarantee your satisfaction.
DELIVERY & PICKUP INFORMATION
PICKING UP YOUR PRODUCT
Our warehouse has specific days and times for product pickups. Customer pickups can only be scheduled during these times. Please have your receipt with you when you pick up your purchase.
ARRIVAL OF MERCHANDISE TO OUR DISTRIBUTION CENTER
We quote estimated times of arrival as accurately as possible. However, some orders may be delayed beyond our quoted time due to unforeseen circumstances beyond our control. As such, we do not offer any pricing accommodation due to production or shipping delays if we are unable to meet the estimated delivery date quoted to you during your time of purchase.
DELIVERY TO YOUR HOME
Before delivery of your product, there are simple steps that can be taken to ensure a smooth and efficient delivery, including measuring your space in advance and clearing a path for delivery; please refer to the Delivery Terms and Conditions to learn more.
We reserve the right to charge a rescheduling fee in the event that you need to reschedule your delivery and do not provide us with sufficient notice. Rescheduling fees start at $49 per incident. Please note that if you are not at home at the time of your agreed-upon scheduled delivery, you will incur the expense of the original delivery fee and be charged for a second delivery.
If you wish to cancel your order before your order has been shipped, please contact us. If your order has been packed and prepared for delivery, a restocking fee will be incurred.
PRODUCT ARRIVES DAMAGED
When product is being delivered, please inspect all items in your shipment before signing for the delivery. Upon inspection, if you notice something faulty or missing but the item is still usable, please keep the item and contact us to arrange for a replacement part or to schedule a repair. If the item is unusable, you are under no obligation to accept delivery of the item(s). Damaged items will have parts sent or exchanged at no charge. Photos of the damaged merchandise will be required.
Most merchandise comes with a manufacturer’s warranty which takes precedence over any other warranty. If the manufacturer does not provide a warranty or the manufacturer’s warranty is less than one year, we provide the original retail purchaser with a one-year warranty against manufacturer defects. This warranty is guaranteed provided the products are subject to normal wear and tear, are used for their original purpose, and are not modified in any way. Some materials such as wood and wood veneer are natural materials and variations are characteristic. Natural materials are also subject to color changes to the environment. Variations of this nature are not covered under our warranty. The one-year warranty will not apply if issues arise during self-installation of items with electrical components. It is the responsibility of the purchaser to arrange for and pay for returning the items subject to a warranty claim to either the manufacturer or to us.
RETURNS, EXCHANGES & REFUNDS POLICY
RETURNS & EXCHANGES
We allow merchandise to be returned within 14 days of the receipt of the merchandise, provided that the merchandise is in the same condition as when delivered; the item must also be determined by us to be saleable upon inspection.
If, based on our own assessment, we deem the returned product not to be in saleable condition nor in the same condition as delivered to you, we are under no obligation to agree to accept the product back for return nor to provide any refund.
In the case of all returns, we will charge a restocking fee of at least 10% of the original purchase price of the item being returned. We reserve the right to charge a higher restocking fee based on the condition of the returned product.
Additionally, the purchaser will be responsible for the costs associated with transporting the product back to one of our facilities for all returns, except in cases of even exchanges or in instances where a product is received in damaged condition. The original delivery fee is non-refundable.
The following items are not eligible for return:
Custom orders are made to your individual specifications and, therefore, are not eligible for return or exchange.
Due to federal and state regulations, we will not accept returns for any mattresses not covered by our Sleep Promise agreement.
“As-Is” AND “Final Sales”:
Items sold in “as-is” condition are generally sold at a generous discount and, therefore, are not returnable. Such sales are considered “final sale”.
You Would Like to Return/Exchange Your Item to a Store
If you would like to return your product to one of our Silk Road Concepts store, the best way to expedite the process is to contact us at (917) 652-6629.
Refunds will be sent to your original method of payment. Please allow 7-10 business days from our receipt of your item to process your refund. The amount of the refund will be the original purchase price less the original delivery fee and any restocking or return delivery fees as the case may be.