Return Policy

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In some instances, you may need some help with a return. No worries; the following information will help you process your return.

STARTING YOUR RETURN

To start your return with ComfortUp, contact our Customer Care Department directly at 855-887-0280 to speak with a Customer Care representative. You may also contact us at customercare@comfortup.com or via our contact form.

WHAT TO EXPECT

After ComfortUp Customer Care has processed your Return Merchandise Authorization (RMA), you will receive an email from our Customer Care Department containing your RMA number within 1-3 business days. We will specify the address to ship your product(s) back to and with instructions on how to properly package your return.

When the return is received at our warehouse, it is opened and inspected to make sure the proper products have been received and that everything is in resalable condition with no marks on the box. Due to the inspection process and shipping times, please allow 10 business days for your credit to be applied after your return is received.

RETURNING MERCHANDISE

You may return any new and unused products within 30 days of delivery**. All returns must be in salable condition with original materials and packing.

REFUND ELIGIBILITY

To receive a refund, please make sure of the following:

  • All returned merchandise must be in resalable condition
  • The product must be free from damages, scratches and/or defects
  • All merchandise cannot have been installed
  • You must have the original manufacturer packaging for the item (manuals, accessories, packaging materials)
  • There cannot be any writing or labels on the original manufacturer packaging for the item
  • Packages MUST be sent back by the delivery method they were delivered (UPS or LTL)
  • All items must be returned with an assigned Return Merchandise Authorization (RMA) number
RETURN FEES

Unused products with their original packaging can be returned within 30 days of delivery, but will be subject to a 15% restocking fee to cover testing, cleaning, repackaging and other expenses. Used products or products that have been installed are NOT eligible for return. Opened returns must be in salable condition with original materials and packaging.

The purchaser is responsible for the cost of returned shipping. All returns associated with our “Free Shipping” offer will have the original shipping fees that ComfortUp incurred in the process of shipping your order deducted from the refund. For all other orders not associated with our “Free Shipping” offer, original shipping charges are non-refundable.

CANCELLED ORDERS

An order that has shipped cannot be cancelled. If you refuse an order which has already been shipped, you will be responsible for both the outbound and return shipping costs. If your order is canceled before it is shipped, then a full refund will be processed.

INSTALLED ITEMS

Once an item has been installed it cannot be returned. Any damage due to improper installation is the responsibility of you or your installer. A warranty claim can be made, but it is up to the discretion of the manufacturer if they will cover any costs associated with an incorrect installation.

DAMAGED PRODUCTS

You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately.

Suspect Damage
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate “Possible Freight Damage” on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.

Obvious Damage
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.

DEFECTIVE PRODUCTS

We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don’t worry.

In most cases, it’s a simple issue that can be resolved over the phone. You are also welcome to contact the manufacturer’s customer service departments. They have expert technicians standing by to help solve your issue. Please have your model number and serial number available for fastest service.

** Returning an item, after 30 days of delivery, is at the sole discretion of ComfortUp. To be considered, items must be in new, salable condition and may be subject to a restocking fee up to 35%.

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