Please read through the follow policies before making your purchase: Burlington Furniture/Mattress (also to be referred to in this policy as BFC) Merchandise Policies.

Lead Times

Lead times are estimates for how long it will take an order to arrive at the BFC warehouse and are based on each manufacturer’s recommendations, order requirements, and past history. Lead times begin once deposits are received, and the customer has signed authorization for the special order. Burlington Mattress cannot be held responsible for arrival delays beyond our control including but not limited to: fabric, production, and shipping delays and COM verification. We cannot discount product costs or cancel orders due to delays.

Special Orders

Any item that we order for you is considered a “Special Order” whether it is custom or stock item. Special orders require a minimum 50% non-refundable deposit at the time of the order. The balance is due in full and payable upon the merchandise being received into our warehouse. Customers will be notified that their shipment has arrived, and at that time, full payment is due and pick-up or delivery will be scheduled.

Failure to pay within 30 days of arrival of notice may result in cancellation and forfeiture of deposit. Merchandise must be picked up/delivered within 30 days or a storage fee of a minimum of up to five (5%) percent of the merchandise value will be charged. (Special circumstances must be approved by Burlington Mattress management).

Dye-Lot Variation

Fabric and leather can vary up to 20%. This is normal and not cause for cancellation. If you require an exact color/dye match, please ask your designer for a “cutting for approval”

Dimensions

Dimensions are approximate and subject to change. All custom rugs can have a variance of +/- 3 inches.

COM Materials

Please note that some fabrics are more suitable for certain projects, and some patterns require more yardage than solids. Please discuss this with your designer to ensure you order enough. Should you delay sending your COM materials and a manufacturer increases their prices in the interim, you will be responsible for this increase, and your order balance will be adjusted.

Right to Cancel

Refunds on deposits are only available if the manufacturer can no longer manufacture/provide the item(s) ordered or if the merchandise arrives damaged and cannot be repaired or replaced. The cancellation of orders outside these guidelines will result in the forfeiture of the original 50% deposit.

We do not discount product or service costs or cancel orders due to delays.

In Stock Purchases

In stock merchandise requires full payment at the time of purchase. Merchandise is to be picked up or delivered within 30 days of the order. Any merchandise left more than 30 days is subject to storage fees of $100.00 per month or up to five (5%) percent of the merchandise value per month thereafter.

Mattress Return Policy (As Posted in the Showroom)

• No refunds on sale or clearance merchandise.
• All clearance and special-order purchases are final.
• 25% charge on all cancellations.
• 25% charge restocking fee on returns.
• No returns or cancellations on the following items: Special Orders, Pillows, Mattress Protectors, and Sheets.
• Phone and internet orders are fully subject to all the terms and conditions of this return policy.

Comfort Exchanges

All Comfort Exchanges are at the discretion of Burlington Mattress.

Burlington Mattress does not support the current practice of a Comfort Exchange. As members of the Sustainable Furnishings Council, we have pledged to make our business as sustainable as possible. Presently, returned mattresses are being disposed of. This is not sustainable! Little thought is given as to where your exchanged mattress ends up. Due to the pandemic, the answer is the landfill!

We will work with you to help you select a mattress that meets your needs. Please take the time to select carefully and help save the environment.

We do work with a few brands that offer a Comfort Exchange. We are working with them to help them see the total impact of such a practice. Until that time, we will reluctantly honor a Comfort Exchange for Simmons Beautyrest within 100 days of your purchase. Serta offers a 120-day exchange. To qualify for this, you must meet these Terms and Conditions: The mattress must have been originally purchased from Burlington Mattress. A mattress protector must have been purchased at the time of the sale and used. A clean, stain-free mattress with the factory ‘law tags’ attached, and the brand label must be present to submit a claim.

A mattress without the above conditions met is not eligible for an exchange. Foundations, adjustable bases, and bedding are not eligible to be exchanged.

The exchange selected must be from the same manufacturer as the original, and be of equal or higher value.

A charge of $250.00 will be charged for an exchange, plus any additional assembly, delivery, or removal fees.

A photo must be supplied showing the law tag and manufacturer labels are affixed prior to your reselection.

Assembly & Delivery Service Fee

• Some items come unassembled. We’d be happy to assemble them for you. Fees are charges based on the level of complexity in assembly.
• The purchase of a hardwired electrical fixture should be reviewed with your electrician for installation costs and wiring needs prior to purchase.
• Delivery costs are based on your zip code. Extra-large or out of state deliveries will require a quote for costs. Our deliveries are a white glove service.
• Please confirm that any item you wish to purchase will fit into your home – special orders are final sale.

Final Sale Purchases

• All special order/custom purchases. (Please select carefully).
• All clearance items, whether taken, picked up, or delivered, are considered final sales on the date of and at the time of purchase and may not be cancelled or returned. Clearance items must be picked up or delivered within 14 days of purchase.
• Any item that has been altered in any way by the customer or at the request of the customer. Clearance items are sold AS IS.
• Any item that has been actively used, endured misuse, or has had a repair attempt that was not authorized by BFC.
• All performed services: Delivery, shipping, assembly, protection plans.
• All bedding (mattresses, futons, bed pillows, bed linens, mattress protectors, and sleeper sofas) are non-returnable under any circumstances.

Returns

For all returns, the original BFC sales invoice must be presented at the time of the return. In addition, there are 2 general policies:

Non-clearance floor models and items taken without the original packaging may be returned in the same re-sellable condition as taken within 7 days of purchase to avoid a restocking fee.

Regular stock merchandise taken in manufacturers’ packaging that is picked up (or taken) by the customer may be returned in the original packaging, with all instructions and parts in clean and re-sellable condition, within 7 days of the date of purchase. Please note: most items that have been assembled cannot and should not be disassembled for return with the exception of futon frames and bed frames. Items will be inspected upon return.

Restocking Fees

Merchandise returns will be at the sole discretion of BFC. A minimum 25% restocking fee will be assessed. Most items that have been assembled cannot and should not be disassembled for return. Please contact BFC before disassembling furniture. Please note items returned can no longer be sold at regular prices; the restocking fee accommodates the need to discount the merchandise.

Check Fees

There is a $35.00 charge on all returned checks.

Refunds

Provided all terms for acceptable returns are met as determined by BFC management,

• Purchases made by BFC endorsed, private label finance plan will be refunded to the same plan on the applicant’s behalf.
• Purchases made by debit/credit card will be refunded to the original card or store credit.
• Purchases made by check must wait for the check to clear and will be refunded by company check, made out and mailed to the original purchaser usually within 14 days of the return.
• Purchases made by store credit or gift certificate will be refunded as store credit, valid for one year from the return date.

Drop Shipping

Merchandise shipping directly to the customer must be paid in full at the time of the order. The customer is responsible for any drop ship charges that may be incurred. Packages and merchandise must be inspected at the time of delivery for any damage in order to be eligible for warranties. It is the customer’s responsibility to report/document any and all damages to BFC, and the shipping company as well as take photos of the damage at the time of delivery.

Damages

It is your responsibility to inspect merchandise that is picked up or delivered. Any issues/defects must be reported immediately to BFC within 24 hours. Clearance items are sold As Is and must be inspected before purchase as they are Final Sale and may not be returned as noted above.

Resources

If legal action or effects are deemed necessary to enforce BFC’s rights, customer will be liable for all fees, costs, and expenses related to such action or efforts including reasonable attorney’s fees as directed by Vermont State Law.

Warranty

Warranties vary from manufacturer to manufacturer. Commercial use of residential products may void warranty. Please ask your Design/Sales Associate for specifics about the products you purchase. Third party warranties may be available for purchase depending on the product- please ask your sales person for a quote. The customer is responsible for maintaining receipts and other documents required to verify purchase for any warranty claims. All clearance items/floor samples are sold “As Is” “Final Sale” without any warranty expressed or implied by BFC. Additional servicing of merchandise not covered by warranty will be quoted based on work provided.

Product Availability

Estimated lead times are offered based on each vendor’s most current information but may change without notice. Should a manufacturer make changes to their distribution/availability, we will notify you immediately of those changes as we are notified, should they affect you. A quote is based on the information that we have at the given time, however prices are subject to change without notice. Should this happen prior to your finalizing an order, we will re-quote with the updated pricing.

We will only accept orders for products that are not in stock, or custom ordered with a written agreement and understanding, accepting that lead times are unpredictable and there is no guarantee as to when they may arrive. We will of course advocate for our customers with our vendors, but cannot be held accountable for something that is out of our control. We do not give discounts or cancel orders due to delays.