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Store Policy / Warranties

Customer Service 304 624-8444 (Option 5) or Email: CS@starfurniturewv.com

Delivery Policy

  • You will receive an automated call 2 days prior to your scheduled delivery to confirm the delivery date and address, except on Tuesday when you’re called 1 day ahead. You will also receive a 3 hour window for time of delivery. There must be someone 18 years or older to sign for the delivery.
  • Delivery crews will assemble and position your new merchandise and remove all packing materials from your home.
  • The room or area where the merchandise is being placed must be clear. The drivers are not responsible for moving pre-existing furniture.
  • There is a $35 rescheduling fee, unless rescheduled 2 days prior to the delivery date (by the end of the business day).

 

Pick up Policy

  • Our Distribution Center is located at 1116 Anmoore Rd. Bridgeport, WV 26330
  • Pick-up hours: Monday – Saturday 9:00am – 4:00 pm.
  • We will assist you in loading all merchandise.
  • We will supply rope. However, you are responsible for tying the merchandise down. Please make sure merchandise is properly secured in or on vehicle before leaving the pick-up area.
  • Star Furniture will not assume any liability for damages to either vehicle or merchandise.
  • Assembly will be required.
  • Call Customer Service within 7 days to report any damage or missing parts.
  • Customers are responsible to bring any item back to our warehouse for repair, which is due to manufacturer’s defect within the first 12 months. If you are in our local service area you can choose to pay for in home service.

 

Return Policy

  • No cancellation on custom orders.
  • Stocked merchandise may be returned within 7days of pickup or delivery with a 20% restocking/return fee. A one-time reselection will be offered.
  • Delivery is a service and your original delivery fee is non-refundable.
  • A pickup/redelivery fee will be applied to all returns and reselections.
  • If you choose to return merchandise that was delivered, it will be picked up on the next available delivery date.
  • Mattresses, foundations and adjustable bases are not returnable. Select mattresses may qualify for a comfort guarantee. Please see store for details.
  • If for any reason you received a free item at the time of purchase and you receive a refund you must pay for the free items. We will subtract the price of the free items from refund.
  • Reselection must be made at the same store where originally purchased.

 

Refunds

  • If payment was made by check or cash, a refund check will be mailed from the corporate office within 7-10 days after the product is returned. All other refunds will be given in the form of original payment.

 

Warranties

  • Star Furniture does not offer warranties on items sold as-is, clearance and closeout.
  • All warranty is void on merchandise that is stained, pet damaged, or abused.
  • Star Furniture will cover all furniture parts and labor for 12 months against manufacturer defects. Parts covered under the manufacturer defects include:
    • Frames
    • Metal Parts
    • Springs
    • Peeling of fabric
  • When a delivered item is found to have a manufacturer's defect during the first 12 months, a service technician will come to the home to examine the item and make the required repairs. If the item cannot be repaired, we allow an exchange one time for the defective product, or issue in store credit. If the customer moves out of our service area they will have to bring the merchandise to our warehouse for repair.
  • Customers who picked up their merchandise are responsible to bring any item back to our warehouse for repair, which is due to manufacturer’s defect within the first 12 months. If you are in our local service area you can choose to pay for in home service.
  • After 12 months customers are responsible for any and all charges for parts and labor.
  • Service charges for labor; $79.00 includes first hour. $25.00 for each additional ½ hour.
  • Parts are priced at the manufacturer’s discretion.

 

Mattress Warranties

  • For Tempur-pedic repairs call Tempur-pedic customer service at 1-888-811-5053.
  • Stains and soiling, missing law label, or other signs of abuse void the warranty.
  • Body impressions of up to 2 inches are normal.
  • No returns are accepted on adjustable bed bases.
  • Star Furniture will cover all mattresses for 12 months against manufacturer defects. Parts covered under the manufacturer defects include:
    • Frames
    • Metal Parts
    • Springs
    • Peeling of fabric
  • When a delivered item is found to have a manufacturer's defect during the first 12 months, a service technician will come to the home to examine the item and make the required repairs. If the item cannot be repaired, we allow a one time exchange for the defective product, or issue in store credit. If the customer moves out of our service area they will have to bring the merchandise to our warehouse for repair.
  • Customers who picked up their merchandise are responsible to bring any item back to our warehouse for repair, which is due to manufacturer’s defect within the first 12 months. If you are in our local service area you can choose to pay for in home service.
  • Star Furniture does not offer warranties on items sold as-is, clearance and closeout.
  • After 24 months there will be $50.00 service fee.
  • Any exchanges after 12 months in our local service area will be charged a $99 transportation fee.

 

90 Day Mattress Comfort Guarantee

  • Applies to sets of $1499 or more. With the purchase of a mattress protector.
  • We can exchange your mattress once, within 90 days of purchase, for a new mattress of equal or greater value, provided you have slept on it for minimum of 30 nights, and have kept it in like-new condition by using a mattress protector purchased from Star Furniture at the same time as the mattress purchase. A $99.00 transportation fee is required before exchange date. There is no return on adjustable bases or any accessories that are purchased. (Pillows, mattress protectors, and etc).
  • If for any reason you received a free item at the time of purchase and you receive a refund you must pay for the free items. We will subtract the price of the free items from refund.

 

GBS 5yr Accidental Protection Plan

  • All accidents must be reported to GBS within 30 days of occurrence 1- 800-999-5219.

 

What Does GBS Cover

  • Accidental stains-human and pet bodily fluids and dye transfer.
  • Accidental water or beverage marks or rings.
  • Accidental rips, tears, punctures, burns & singe marks.
  • Accidental chipping or breakage of glass or mirrors.
  • Cracking, bubbling and peeling of the finish or lifting of veneers (must be wood)
  • Failure of motors & associated components, such as mechanisms, wires and switches.
  • Fading of sun on wood furniture only.

 

What Does GBS NOT Cover

  • Failure to report an accident within 30 days to GBS 1-800-999-5219.
  • General soiling or accumulated stains that were never claimed or that cannot be attributed to a single occurrence.
  • Mildew, mold, acid, bleach, rust or corrosion.
  • Damage from teeth, beaks, and claws from animals.
  • Stains and damage caused by transit, delivery, assembly, and moving between residences.
  • Odors.
  • Loss of foam resiliency, pilling or fraying of upholstery.
  • Fading, color loss and/or discoloration of Upholstered Furniture.
  • Damage due to acts of God, theft, negligence, riot, or any other peril.
  • AS-IS, showroom-displayed, rental or commercial use.

 

Use and Care of Merchandise

Mattress

  • Body impressions of up to 2 inches are normal. Rotate your mattress as needed, this will promote even wear.
  • Stains and Soiling, Missing Law Label, or other signs of abuse void the warranty. Protect your mattress with a mattress protector, available at any of our store locations.

 

Upholstery

  • Cushions are firm on new products and require a break-in period to allow air to flow through the cells. These will soften with use and adjust to you over time. Fiber-filled cushions lose shape conforming to user's seating position and require shaping or massaging similar to bed pillows. Normal softening and some loss of resiliency occur. Dust particles can cause premature wear and are corrosive to fabric fibers.

 

Leather

  • Each piece of leather is unique and made up of many hides with its own characteristics such as lines, stripes, wrinkles, scars, or shading which add to the beauty of this natural product. Bonded leather should be wiped clean with lukewarm water.

 

Wood

  • No two pieces of wood are exactly the same as it is a product of nature. Light and dark shading, knots, and mineral streaking are considered normal. Keep out of direct sunlight when possible. Clean with a lightly dampened cloth. Do not allow water to stand on top. Dining table tops should be protected when in use.

 

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