I. General Return Guidelines and Procedures

A. Standard Return Period
TrovePit maintains a 30-day return window for all eligible items following their delivery date. All merchandise returned must be in its original, undamaged condition and include all components and accessories that were originally provided. When packaging your return, we recommend using the original container. If this is not available, please use an appropriately sized box that does not exceed 100 inches in length. Any items that were delivered in a disassembled state must be returned in the same condition. In cases where packaging was removed during professional delivery, you are not required to provide alternative packaging.

B. Return Processing Guidelines
Before initiating any return shipment, customers must obtain return authorization through their account portal. TrovePit reserves the right to refuse any unauthorized returns or items that are shipped to unauthorized locations, including our distribution centers.

II. Specialized Return Policies

A. Customers may choose to return their mattress for a full refund in store credit with no additional fees, or they may opt for a refund to their original payment method, which will incur a processing fee ranging from $65 to $99. This policy specifically excludes Mattress Toppers, Crib Mattresses, Air Mattresses, and Open Box Items. Please note that certain financing options may restrict the availability of store credit refunds.

B. Large Appliance Returns
Our large appliance return policy provides customers with a 72-hour window from the time of delivery to initiate a return. The appliance must remain uninstalled and retain its original packaging with all components present. Prior to installation, we require customers to complete a verification process that includes inspecting the exterior packaging, verifying the model and serial numbers, and conducting a complete product inspection upon unpacking. Please be advised that manufacturer restocking fees may apply and vary depending on the specific manufacturer.

III. Exchange Protocol

A. Exchange Process While
TrovePit does not facilitate direct exchanges, we offer a straight-forward alternative process. Customers may initiate a return for store credit and subsequently place a new order for their desired item. Our refund processing timeline provides store credit within 24 hours of return approval, while refunds to original payment methods typically process within 7-10 business days. Return shipping costs will be automatically calculated and deducted from the refund amount.

IV. Seasonal Considerations

A. Holiday Return Extension
During the holiday season, we extend our return period for all purchases made in December. Customers have all of January to return these items, with the exception of large appliances. All standard return conditions continue to apply during this extended period.

V. Non-Returnable Merchandise
TrovePit cannot accept returns for certain categories of merchandise. These include Open Box Merchandise, Clearance Items, Gift Cards, and any Custom or Personalized Products. Additionally, Bundled Items cannot be returned unless the complete bundle is being returned. Items specifically designated as “Non-Returnable” at the time of purchase, Live Plants, and Material Samples are also ineligible for return. For safety reasons, we cannot accept returns of Food, Drink, hazardous materials, including flammable liquids, compressed gases, propane containers, ignition devices, or compromised lithium batteries.

VI. Return Initiation Procedures

A. Online Return Process
To initiate a return, customers must first access their account portal and navigate to their order history. From there, they should select the return option and complete the return authorization form. After selecting their preferred return method, customers will receive detailed return instructions via email.

B. Return Methods
We offer several convenient return methods to accommodate our customers’ needs. Our Carrier Drop-off Service allows customers to package their items according to our guidelines, affix the provided shipping label, and deliver them to an authorized carrier location. For added convenience, we also provide several Pickup Service options. Our Standard Pickup service includes exterior doorway collection with no requirement for customer presence. Our Interior Pickup service provides room of choice collection with a 30-minute arrival notification. For maximum convenience, our White Glove Service includes professional disassembly, complete repackaging service, and scheduled removal.

VII. Financial Considerations

A. Return Shipping Fees
Customers are responsible for return shipping costs, which are determined based on geographic location, item dimensions and weight, and the selected return method. Please note that original delivery fees, service charges, and installation fees are non-refundable.

B. Refund Processing Our refund process begins upon warehouse receipt and inspection of returned items. Store credit refunds are processed within 24 hours, while refunds to original payment methods typically process within 7-10 business days. In specific circumstances, processing may extend up to 14 business days.

VIII. Special Circumstances

A. Damaged or Incorrect Items
If you receive damaged or incorrect merchandise, you should document the condition, refuse delivery if possible, and contact our customer service department immediately. For issues discovered after delivery, customers must document the condition and contact customer service within 24 hours of delivery to receive further instructions.

B. Return Cancellation
Customers may submit return cancellation requests through their account portal at any time. However, please be aware that scheduled pickups may still occur despite cancellation. In such cases, customers should notify the carrier of the cancellation upon their arrival.

This comprehensive policy is subject to modification at TrovePit’s discretion. For any specific inquiries or clarification needs, please contact TrovePit Customer Service directly.

Rev.007 July 2024