Cancellations / Refunds
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up.
You may exchange or return any take-with purchase within thirty (30) days of the date of possession for a full refund provided you have your original sales receipt and the merchandise is in like-new condition and has not been otherwise used. Take-with sales include: accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow protectors.
You may cancel special orders within three (3) days after the order date and we will refund your Special Order Deposit in full. If you cancel your special order later than three (3) days after the order date, we will refund your Special Order Deposit less the Special Order Fee.
For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money order. For purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate Offices. We can only issue checks to the person(s) listed as the sold to party on the original sales order.
We guarantee that our products will be free from factory defects for one year from date of delivery or pickup. You must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and repair it to factory standards at no cost to you. If the Service Technician determines that the factory defect is not repairable, we will replace the product one time. If the item is no longer available, we will refund the purchase price. Merchandise purchased from our “Pit” or Clearance Centers is excluded from these factory defect guarantees. Normal wear and tear or customer-caused problems are also excluded. Service can also only be provided within our serviceable area to the original purchaser as stated on the sales order. My mattresses and motion furniture may carry additional factory guarantees.
You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus plan. In addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years!
Call Bob’s at 860-474-1000 or 800-569-1284 to report factory defects to your Merchandise. Our Customer Care Department is available Monday through Saturday 6:30 AM to 8:00 PM and Sunday 10:30am to 7:00pm.
Call Guardian at 1-800-538-9500 to report accidental stains or damages to your Merchandise within thirty (30) days of occurrence.
MATTRESS COMFORT ASSURANCE POLICY
Our goal is to do our best to ensure that you are happy with your mattress purchase. In the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer’s warranty period.
If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at 860-474-1000 or 800-569-1284 within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress only. Foundations within the same manufacturer are not included in our comfort guarantee. We will charge or credit you for any price difference between the original and the re-selected mattresses. Credits will be issued based on the original method of payment via the guidelines stated above. We will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and pick-up of the original mattress. If you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee.
Will your new sleep set FIT in your home?
Queen foundations are bigger and need room to be able to get up the stairs and into the bedroom. Have you ever had a tight delivery? What size foundation is in your room now?
_____ I was told about split foundations.
Wow! These BEDS are soooo BIG! Thicker Mattresses are here to stay!
Today’s mattresses have more upholstery layers to give you more comfort and conformance. Without these extraordinary upholstery layers, today’s mattresses would not be as comfortable. My Bob’s Generic Mattresses are the best values in the world! They are designed to be more comfortable and thicker than your current set. Will you need a low profile foundation?
_____I was told to expect this mattress to be much thicker and higher than my current set.
Give it TIME!
You will probably experience an adjustment period with your new mattress set. This is normal. Up to 30 days is to be expected. Please give it time. The benefit will be a good quality night’s sleep.
_____ I was told to expect an adjustment period with my mattress.
Making GOOD Impressions!
Your new sleep set will conform to your body and make impressions. This is good; body impressions are normal in today’s mattresses. Like a pair of shoes, the conformance adds to the comfort. This is an indication that the sleep set is doing its job and contouring to the shape of your body.
______I was told to expect body impressions in my new mattress.
ROTATE Your Mattress!
Just like tires on your car, your new mattress may wear evenly if rotated on a regular basis. This will enhance the performance of your new mattress.
_____ I was told to rotate my new mattress regularly.
RELAX AND ENJOY!!!
Congratulations! Start sleeping better and feeling better with your new mattress set. REMEMBER, my Bob’s Generic Mattresses are backed by a superior manufacturer’s warranty.
Customer Signature: ______________________________________________________