ComfortUp has simplified our return process. Please follow the process described below to return your item to ComfortUp Customer Care. Once ComfortUp Customer Care has received your request and approved your return, we will contact you via email with instructions for your return shipment.
The process below explains how to return your item:
STARTING YOUR RETURN
To start your return with ComfortUp, contact our Customer Care Department directly at 855-337-0001 to speak with a Customer Care representative. You may also contact us at firstname.lastname@example.org 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.
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.
ComfortUp will process returns for unused products and refunds only for items purchased from ComfortUp.com. Returns for unused products purchased online must be submitted within 30 days** from the date that your order has shipped.
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
** 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%.