For all returns, you must call us to obtain Authorization.
Customer satisfaction is important to us. Our customers continued satisfaction has kept us in business for over 20 years. We take great pride in both our customer service and our products. We make products that will last you and your loved ones for years to come. We use quality, organic, American materials and handcraft each of our Heart Of Vermont Organic Products with love and attention. We have an inspection step built into our production process to double check each item that leaves our shop, but as we are only human if a product manages to get out the door that doesn't meet our high standards than we will correct the problem at our expense. We will pay to have the item returned to us and will fix or replace any product that has a manufacturing defect or was incorrectly sent and ship it back to you at our expense. If you don’t choose to have the product replaced than we will issue a refund to you for that item. Please be aware that we use organic, natural products and that a natural cotton or wool odor is NOT considered a factory defect.
Upon receiving your order you may decide that while there is nothing wrong with it that it isn't right for you. Should you change your mind about keeping unused and resalable product you may return it within 30 days for a refund, credit, or exchange. You pay shipping on items returned with no factory defect * We reserve the right to adjust the refund amount of your product if the items returned are in a condition other than you received them. This includes, but is not limited to: hair, stains, odors, etc..
*Please note that smelling like cotton or wool is NOT a factory defect.
Just as you demand quality from us, we require any returned items to be in resalable condition. If not, the refund we send will reflect the resale value of the items returned.
Our futons are an exception to our standard return policy. We still offer the 30 day courtesy test period, but as they are not resalable we don’t offer a 100% refund. In regards to our futons a refund of 50-85% will be issued after our inspection process has been completed. Due to the sensitive nature of our business, this inspection process may take up to 30 days as we have to ensure that no contaminates are brought into our shop. Things we consider when determining refund value:
Hair * Soiled * Stained * Compression * Marks * Odors * Return * Packaging
Refund value is determined by Heart of Vermont
Every item is considered custom as each item is made to order and we take pride in making items for our customers that are exactly how they want them. However, for this purpose, a custom order means any order made with dimensions other than our standard products. They do not include extra-long items or deep pocketed items. A custom item would be one that has no resale value as its purpose would not work for anyone else. As these orders are not items that we normally sell, we don’t accept returns unless discussed and approved before the order has been processed.
We do not offer any returns, credits, cancellations or exchanges on Innerspring Mattresses, Box Springs or Frames. These quality items are offered through us from other American manufacturing companies who have no return policy. If you have any questions about these items please call and ask before placing your order as there will be nothing we can do should you change your mind once your order has been placed.