Our Guarantee To You
Your satisfaction is very important to us and Haiku Designs takes every effort to ensure our customers’ complete satisfaction on each and every order.
We do understand that “stuff happens” and things change. We have policies in place to assist you if something comes up, or something less than perfect happens. All orders should be a win/win in the end and we hope that you’ll find the following guidelines amicable to your needs should something out of the ordinary arise.
Canceled, Returns, Damaged Orders Policy
Cancelled Orders
Most Orders can be cancelled up until the time of shipment for a full refund, with the exception of Copeland, West Bros and Saloom, as these are made-to-order products or custom designs. All Copeland, West Bros and Saloom products may only be cancelled up to 10 days after the order is placed. Orders for items created by these brands (Copeland, West Bros and Saloom) will be subject to cancellation fees totaling all actual costs incurred by Haiku Designs and restocking fees up to 20% of the retail price. Any custom sofas from Innovation Living may not be cancelled after the order is processed. The orders are made to the exact specifications of the customer and therefore will be charged in full when processed and may not be cancelled. Please contact us at 1-800-736-7614 for further information, or to notify us if something extraordinary has happened, and affected your need/want for the items ordered.
An order is considered “shipped” after it has left the stocking warehouse. Shipped orders that a customer wishes to cancel are treated as returns and subject to the same return policy.
Any order cancelled after it has left the shipping warehouse will be refunded the remainder of the purchase price less all shipping fees incurred as a result of the order, as well as a 20% restocking fee. This includes the original shipping cost as well as any additional cost to get the item back to the warehouse.
In addition, the customer is responsible for any storage fees, restocking fees, and added shipping costs accumulated as a result of the customer choosing to refuse delivery or otherwise being unavailable to accept delivery.
Returns
If you are unhappy with your purchase you can feel free to send it back to us. Any non-custom order can be returned within 30 days of delivery for a refund of the purchase price less the original freight or ground shipping costs. Return shipping arrangements and return shipping charges are the responsibility of the customer.
Any item being returned must be in new condition and in its original packaging. The customer assumes responsibility for the return of the product in new condition. If a product is not returned in new condition (without prior authorization), a refund will not be issued.
A restocking fee may be charged for all returned products, whether shipped Freight or Ground. Returned products must include all parts, hardware, etc. Refunds, after any accumulated fees, will be issued to the original payment method (Credit Card, PayPal or Affirm) within 7 days after return and inspection of the product. For check and money orders, a refund check will be sent to you.
Custom made orders (Copeland, West Bros and Saloom) are not eligible for return.
Used mattresses are ineligible for return or refund unless covered by the Bed in a Box warranty policy.
Damaged Shipments
In the unlikely event a product is damaged in shipment, you must accept the delivery, make note of the visible damages on the Proof of Delivery (POD) and contact Haiku Designs immediately. It is critical that you make note of any and all damages to the boxes, or visible damage to the items inside them, when you accept the shipment. If the boxes are damaged but complete inspection of the items within is not possible, please notate the POD with such facts (example: 3 boxes are torn and have multiple punctures and holes). Haiku Designs will file and coordinate all damage claims with the shipping carrier. Shipments not noted as damaged on the delivery receipt are not eligible for damage replacement. All damaged claims must be made within 48 hours of receipt of goods, so we are able to submit the claim with the carrier. Damaged goods cannot be returned for credit. Pictures will be requested and are necessary for all damage claims.
Damaged Shipments noted as damaged on the Delivery Receipt will be replaced all, in part, or repaired to new condition, as deemed necessary by Haiku Designs, at no cost to the customer.
All shipping times are approximate. Acceptance of a freight or small package delivery is considered as an agreement to abide by the above stated return policy. On rare occasions such as rural routes, hard to navigate driveways, or out-of-area deliveries, curbside delivery may be the only option.
Please contact our Customer Service Department at [email protected] with any questions regarding our return policy or any product return issues.
Shipping Address for Returns (unless otherwise specified, always contact Haiku Designs prior to shipping a return):
Haiku Designs Warehouse
25977 SW Canyon Creek Rd, Suite J
Wilsonville, OR 97070
1-800-736-7614
Warranties
Furniture, Gifts and Accessories
A one year warranty against manufacturer defects is offered on all furniture and accessories.
All furniture and accessories and framed art prints carry a warranty of one year against any manufacturer defects in workmanship or material. This warranty is in effect, beginning with the delivery of the product to the customer's address.
Mattresses and Futons
All mattresses and futons carry a manufacturer's warranty against defects in workmanship and materials. All warranties cover the item or parts to be replaced and not any associated transportation costs, if needed. Warranties start at time of purchase and are non-transferable. Any Law tag must not be removed from the mattress as this label identifies the product regarding warranty.
Haiku Designs will determine if an issue is the result of defects in the workmanship or materials. All warranty issues must be presented with a digital photograph clearly depicting any defect and the original invoice.
As with all premium sleep products, certain body conformity adaptations will take place over time, this does not indicate any type of structural failure and is considered normal use. It is important to flip futons and hybrid futons on a monthly basis for the first few months to ensure evenly distributed compression. We do not warranty our products as a cure for any specific medical condition.
Warranties do NOT cover the following:
- Damage caused by inappropriate foundations
- Damage caused by excess moisture
- Damage caused by excessive weight
- Fabric or other material stains or burns
- Normal Body signatures
- Future firmness preferences
All Warranties
Haiku Designs reserves the right to refuse warranty service when a product is found to be in an unsanitary condition, when the product has been physically altered or when the product failure is due to causes other than defective workmanship or materials. All product warranties are valid only to the original purchaser of the product as indicated on the original sales invoice. Purchaser is the person who has paid for the item.
The terms and service described here and regarding all warranties shall be the consumer’s sole and exclusive remedy.
