Understanding the company store return policy is the first step to a stress-free shopping experience. It tells you exactly what you can expect if an item doesn’t work out, giving you confidence in every purchase you make. This guide will walk you through every detail, from time limits to condition requirements, so you’ll never be left guessing.
The Company Store Return Policy
This section covers the core rules that apply to most returns and exchanges. While specific product categories have their own rules, which we’ll cover next, these are the general guidelines you need to know first.
Standard Return Window
You typically have 90 days from the date your order shipped to initiate a return. This is a generous window compared to many retailers. It gives you plenty of time to try out your bedding or home item in your own space.
To start a return, you’ll need your order number and the email address used for the purchase. You can usually begin the process online through your account or by contacting customer service directly.
Condition of Items
All returned items must be in new, unused, and unwashed condition. They must also have all original tags and packaging attached. This is non-negotiable for a standard refund.
- Tags must be securely attached to the item.
- Packaging, like polybags or boxes, should be intact if possible.
- The item cannot have any stains, odors, or signs of wear.
Items that show any use may be subject to a restocking fee or may be sent back to you. It’s crucial to inspect your items carefully before removing tags if you’re unsure about keeping them.
Return Methods & Costs
The company store usually provides a prepaid return shipping label for your convenience. This label is often generated when you authorize the return through their online system. In some cases, return shipping fees may be deducted from your refund total.
If you prefer, you can also choose to ship the return yourself using your own carrier. If you do this, you are responsible for the shipping costs and ensuring the package is tracked and insured. The company store cannot be responsible for packages lost in transit without a valid tracking number.
In-Store Returns
If there is a physical retail location, you can often return online purchases there. This is usually the fastest way to get your refund processed. Just bring your item, your packing slip, and the payment method used.
Refund Processing Timeline
Once your return is received at their warehouse, it can take 7-10 business days for the item to be processed. After processing, your refund will be issued. The time it takes for the refund to appear on your account depends on your bank or card issuer.
- Return is delivered to their facility.
- Item is inspected (this is the processing period).
- Refund is issued to your original payment method.
- Your bank posts the credit (can take 3-5 more business days).
Special Category Rules
Certain products have specific return instructions due to their nature. It’s important to check these details before attempting to return items in these categories.
Bedding & Linens
Sheets, duvet covers, and pillowcases have the strictest condition requirements. Even a single wash or a night’s use can make them ineligible for a standard return. For hygiene reasons, they must be absolutely pristine.
Many bedding items from the company store come with a “Worry-Free” trial period. This is different from the standard return policy. It may allow you to use the item for a short period, like 30 nights, to truly test it. Be sure to understand the terms of any trial offer before proceeding.
Mattresses & Furniture
Large items like mattresses often have special return procedures and potentially separate trial periods. Returns usually require you to contact customer service to arrange a pickup. There may be a pickup fee associated with these bulky items.
Custom-made furniture or bedding generally cannot be returned unless there is a defect. This is because they are made to your specifications and cannot be resold. Always double-check the policy on custom orders before finalizing your purchase.
Final Sale & Clearance Items
Items marked “Final Sale” or purchased from a clearance section are typically not returnable. This is almost always stated clearly on the product page and in your cart during checkout. All sales on these items are final, so purchase them with confidence that you’ll keep them.
Step-by-Step Return Process
Follow these simple steps to ensure your return goes smoothly and your refund is processed as quickly as possible.
Step 1: Gather Your Information
Before you start, have your order number and email address ready. You can find your order number on your packing slip or in your order confirmation email. This information is required to pull up your purchase in their system.
Step 2: Initiate the Return Online or By Phone
Log into your account on the company store website and navigate to your order history. Look for the “Return Item” or “Start a Return” button next to your order. If you prefer, you can call their customer service line and a representative will guide you through it.
Step 3: Select Items & Reason
Choose which items from your order you wish to return. You will usually be asked to select a reason for the return from a dropdown menu. This feedback helps the company improve its products and services.
Step 4: Choose Refund or Exchange
Decide if you want a refund to your original payment method or an exchange for a different item. If exchanging, you may need to place a new order for the desired item. The refund for the returned item will often be processed separately.
Step 5: Package the Items Securely
Place the item(s) back into the original packaging if you can. Attach the provided return label securely to the outside of the box. Remove or cover any old shipping labels. It’s a good idea to include a copy of the return authorization slip inside the box.
Step 6: Ship the Package
Drop off the package at the designated carrier (e.g., UPS, USPS, FedEx). Get a receipt with the tracking number for your records. This is your proof of shipment in case any questions arise about the return’s location.
Exchanges vs. Refunds
Understanding the difference between these two options will help you choose the right path for your situation.
How Exchanges Work
An exchange is when you want a different color, size, or style of the same item (or a different item altogether). The fastest way to do an exchange is often to place a new order for the item you want and then return the original item for a refund. Some companies offer a streamlined exchange process that holds a charge on your card until the original item is returned.
Exchanges are subject to the same condition requirements as returns. The new item will not be shipped until the return is processed in some cases, which can cause a delay.
Opting for a Straight Refund
A refund simply returns your money. This is the best option if you no longer want the item or you found a better option elsewhere. The refund will be issued to the original form of payment used during purchase. Gift card purchases are usually refunded as a new gift card.
Remember that shipping charges paid on the original order are sometimes non-refundable. This is a common practice across retail. Also, if you used a promotion, the refund value may be adjusted to reflect the discounted price you actually paid.
Common Issues & How to Avoid Them
Avoid these frequent mistakes to make sure your return isn’t delayed or rejected.
Missing Tags or Packaging
This is the number one reason a return is not accepted. Once a tag is cut off, the item is considered used. Keep all tags attached and packaging handy until you are certain you are keeping the item. If the original packaging is gone, use a clean, sturdy box that protects the item.
Waiting Too Long
Mark your calendar! The 90-day window can sneak up on you, especially if you’re saving an item for a future occasion. Don’t wait until the last day to initiate the return. Start the process as soon as you know you won’t be keeping the item to allow time for shipping.
Not Inspecting Upon Delivery
Always inspect your items as soon as they arrive. Check for any manufacturing defects, damage from shipping, or errors in your order (like wrong color or size). If you find a problem, contact customer service immediately. Reporting damage quickly often leads to a faster resolution, like a prepaid return label for a defective item.
Incorrect Return Authorization
Always get an official return authorization (RA) number. Sending a package back without notifying the company first can lead to confusion and a lost package. The RA number links your physical return to your account in their system, ensuring it’s processed correctly.
International Returns
If you are shipping to an address outside the company’s main country, return policies may differ. International return shipping costs are almost always the responsibility of the customer and can be expensive. You may also be responsible for any import duties or taxes that were refunded, which can be a suprise.
It is essential to contact customer service before attempting an international return. They can provide specific instructions and the correct return address, which might be different from the domestic one. The processing time for international returns is also typically longer.
Customer Service Contact Tips
Being prepared makes your interaction with customer service quick and effective.
- Have your order number and product details ready before you call or start a chat.
- Be clear and polite about what you need—a return, exchange, or help with a damaged item.
- If you’re promised something, note the date, time, and the name of the representative you spoke with.
- For complex issues, email can provide a written record of the conversation and any resolutions offered.
FAQ Section
How long do I have to return something to The Company Store?
You generally have 90 days from the ship date to start a return for most items. Always check your order details for the specific deadline.
Does The Company Store offer free returns?
They often provide a prepaid return label, but sometimes the cost of return shipping is deducted from your refund. The policy can vary, so check the terms at the time of your return.
Can I return washed bedding?
No. Bedding and linens must be in new, unwashed condition with all tags attached for a standard return. Washed items will not be accepted unless under a specific trial program.
What if my item is defective or damaged?
Contact customer service right away. They will usually provide a prepaid label for you to return the defective item and will send a replacement promptly, often without waiting for the return to be received first.
How are refunds processed?
Refunds are issued to the original payment method. Processing begins after the return is received and inspected, and it may take 7-10 business days plus additional time for your bank to post it.
Can I return a gift?
Yes, but you will likely need the order number or a gift receipt. Refunds for gifts are usually issued as store credit or a gift card to the company store.
What is the policy on mattress returns?
Mattresses often have a separate in-home trial period (like 100 nights) and a specific return process that includes a pickup. There may be a fee associated with the pickup and return.
Knowing the company store return policy inside and out empowers you to shop without worry. By following the guidelines on condition, timing, and procedure, you can handle any return or exchange with ease. Keep your tags on, mark your calendar, and always get that return authorization number. With this knowledge, you can focus on finding the perfect products for your home.