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Return Policy
Effective as of 1 January 2024
Return policy
Return
We’re here to create a better product shopping experience from top to bottom, and that includes a 15-day return policy for any Westren Prime products.
In order to offer fast and , reduce waste, and responsibly recycle or refurbish returned items, we charge a return shipping fee equal to 10% of what you paid for the product, with the original packaging intact. If you don't have the original packaging, the fee is 20% of the paid value. The fee is always capped at $250, per returned item. Note: Mattress returns are free only if the mattress is in good condition; if the mattress is soiled or otherwise unsalable there is a $100 pick-up fee.
Of course, defective or damaged orders are covered by our warranty and aren't subject to any return shipping fees. For those cases, check out our return eligibility information below.
Refunds will be issued to the original form of payment within 48 hours of confirmation that the shipping carrier is in possession of your return. Depending on your financial institution it may take up to 2 weeks to receive your refund.
How to initiate a return
Please begin by completing the Return Form.
Once completed, our Customer Experience team will contact you directly within 24-48 hours with next steps. Westren Prime will either send a return shipping label or schedule a return pickup. Westren Prime reserves the right to choose the method of return.
The return process must be initiated within 15 calendar days of receipt for all products, with the sole exception of mattresses. The return process for mattresses must be initiated within 100 days of receipt. Receipt is when the last package for an individual product is delivered per shipping carrier confirmation and not when the order is unboxed.
Note: Photos clearly depicting the issue are required for any damaged or defective product returns or replacement requests. Without photos, Westren Prime reserves the right to assess a return shipping fee.
Returns Eligibility
Products must be in useable condition (e.g., no stains, tears, burns, pet damage, odors or other soiling, etc.) to be eligible for return. Useable condition is determined solely at Westren Prime judgment. Returns are accepted or rejected at Westren Prime sole discretion. Westren Prime may request descriptions and/or images of the Products to determine the state of said Products prior to accepting returns. Failure to comply with Westren Prime requests for any reason may result in Westren Prime refusal of return.
- Products shipped outside of the continental United States are not eligible for return.
- Missing an appointment for a return to be picked up from your address will incur a fee. This fee will be clearly disclosed at the time Westren Prime schedules a pickup on the customer's behalf.
- Individually purchased components or add-ons that were not part of your original order are not eligible for returns.
- Slight color variation (to be solely determined by Westren Prime) and level of firmness are considered a matter of preference and not a defect. Products may be returned for these reasons within the return window, but will incur return shipping fees as described above.
Failure to complete the returns process within 1 week of being provided instructions from Westren Prime may result in Westren Prime refusal of return.
Accessory and Returns
Online Purchases. Returns of pillows, throws, or other decorative accessories must be initiated within 15 days of delivery per carrier shipping confirmation, not within 15 days of opening. We request that you submit all return requests via Westren Prime; returns initiated directly with our partner vendors may result in a delay in receiving your refund and/or higher return shipping fees, which will not be refunded. To start the process, please submit the Return Form. Westren Prime will provide instructions on how to proceed. Westren Prime reserves the right to choose the method of return.
Return Conditions. Products must be in new condition to be eligible for return, including but not limited to no stains, tears, damage, or apparent signs of use including but not limited to odors. Westren Prime reserves the sole right to determine whether the state of the Products meets these standards and to accept or reject returns accordingly. Westren Prime may request descriptions and images of the Products to determine the state of the Products prior to accepting returns. Failure to comply with requests by Westren Prime may result in Westren Prime refusal of return.
The following conditions also apply to returns of accessories:
- Products shipped outside of the continental United States are not eligible for return.
- Pillow Covers can be removed but must be returned in the original packaging.
- Pillow Inserts must be returned un-opened and in the original form (inserts are shipped to customers in a vacuum sealed packaging) received. Unsealed inserts are not eligible for a refund.
- Throws must be returned in their original form, completely folded, tied with the original ribbon, and in their original polybag. Throws returned unpackaged and/or with the ribbon untied are not eligible for refunds.
- Covers for outdoor furniture may only be returned in salable condition with original packaging. Returned covers are subject to inspection and will only be refunded once our supplier determines the product to be salable. Returns without original packaging or that are not in salable condition will not be refunded.
IMPORTANT: Please note that if your returned item does not meet the conditions described above, Westren Prime cannot accept your item and it will not be eligible for a refund.
Exchanges
If you decide the fabric, leg finish, or anything else isn’t quite right, we offer one free exchange within the 15-days return window, with original packaging. To initiate an exchange, submit a return request for the original product and specify your intent to exchange. We’ll process your return for your original product without fees and refund your order in full. You can then place a new order for the new product.
Note: Products must have original packaging to be eligible for exchange. Any returns aside from the one exchange are subject to return fees. Exchanges are not available for accessories or lighting.
If you’re not quite sure about a style or color option, let us know! We’re happy to send swatches, chat on the phone, and encourage you to visit one of our Westren Prime House locations to figure out the best options for you and your space.