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Upon receipt of your order from Thomashilfen please inspect the box for damage. Please retain all original packaging materials. Please report box damage to the freight driver and note damage on the freight delivery bill before signing release. If visible damage is not noted on the delivery bill the freight company will deny any claim. Carefully inspect the product for any damage. If any damage is detected, please contact Thomashilfen immediately (by phone at Tel: 866.870.2122 or email us: firstname.lastname@example.org to request a Return Merchandise Authorization or RMA number.) If there is damage to the product upon inspection, Thomashilfen may request photos. If damage has occurred due to shipping, Thomashilfen will arrange to pick up and replace the mattress with a new unit at no charge.
The return policy does not apply if the product is damaged after receipt due to water, smoke or fire damage, or wear damage caused by the user. As per the Thevo warranty, the mattress must be placed on top of a firm, solid surface, Bunkie Board or firm box springs. An improper bed frame or storage method may cause damage which could void the warranty. Such damages mentioned above could negate or reduce the amount of the credit for the return.