Customer Satisfaction is Our Priority
At Aetna Stores we strive to make you completely happy and 100% satisfied both with your purchase and with our service. We do our best to ensure that you have an easy and enjoyable shopping experience and remain our returning customer for years to come. In rare cases when you get a product that doesn’t match your interior design or that you don’t like, or you received not what you expected or the item doesn’t fit in your space, our professional and experienced Customer Service team will help you with your return regardless of whatever the reason is. At Aetna Stores our goal is to provide you with a product that you want and we are proud to offer one of the best return policies in online business. Besides, with our large selection of brands and products you’ll easily find what you want and what is right for you and your home.
Changes to your Order(s)
To avoid any extra fees, in case you want to make any changes / modifications to your order (for example, add and/or remove item(s) or cancel your order, whether in full or in part, please make sure to do so ONLY within twenty four (24) hours from the time of the order. Upon expiration of said 24-hour window, you may be liable for any extra fees/charges/costs, including, but not limited to, restocking fee(s), shipping back costs, unloading from/loading back into the truck costs, warehouse labor costs (whether hourly and/or fixed), labelling costs, truck fees, gas surcharge(s), etc. in regards to any and/or all change(s) / modification(s) to and/or cancellation of your order(s).
Since we are committed to our customers, we implement expedited order processing. With that in mind, there is a 24-hour (from the time of the order) limitation to cancel it - we will not charge the card for 24 hours from the time of the order. To ensure customer satisfaction, when contacting us after hours, please send us an e-mail + text message or leave a voice mail. Such 2-step verification of cancellation will ensure that we do not place the order with the manufacturer and, thus, avoid restocking and/or other applicable fee(s). If cancelled later than 24 hours from the time of purchase, a 25% restocking fee plus applicable shipping and storage costs (approximately $60 - $120) may be charged. Order cannot be cancelled once prepared for shipment or shipped. Besides, orders for the following brands cannot be cancelled after a 24-hour window as mentioned above: Ashley Furniture; Homelegance, VIG, Comfort Industries. If your order cannot be cancelled as requested for any of the above reasons, we will send an e-mail with a detailed explanation. If this is the case, and you do not want to receive the merchandise, you may return it under our 30-Day Standard Return Policy. Otherwise, if your order has been successfully cancelled, we will initiate a refund to the original payment method. Usually, it takes 7-10 business days for the refund to post to your bank account. Cancellations may be made either via e-mail or phone (followed by e-mail order cancellation request). Most cancellation requests are reviewed and responded within 1-3 business days.
30-Day Standard Return Policy
In case you want to return an item purchased from Aetna Furniture Stores for any reason, you can do so within 30 days following the date when your order was delivered to you, however, provided that such item is in new condition, in original packaging (we recommend to keep all original packaging for 30 days after merchandise delivery) and, if applicable, has all original product tags as well as that such an item has not been assembled, installed, used and/or modified – returns not meeting criteria herein will not qualify for refund.
All returns are subject to a 25% restocking fee plus all storage and shipping costs arising from such return and associated with storing, shipping and delivering such item back to us (this applies even if not invoiced at the time of sale or when discounted) since we will not be able to resell such products to other customers at the same price (items are no longer considered brand new once returned to us) and product storage and shipping costs may be very high.
For exclusions to our 30-Day Standard Return Policy, please see Return Restrictions and Non-Returnable Items below.
If customer refuses delivery for any reason, including, but not limited to, item not fitting in designated space (please make sure to carefully check product dimensions available on our website prior to placing your order) or if merchandise cannot be delivered for any reasons, including, but not limited to, wrong address and/or contact information provided to us, intended recipient not being able to accept and/or sign for delivery or being away from designated delivery address that we have on file, this will not be considered a return – instead, it will be considered a missed appointment or refused delivery, respectively - and the terms and conditions set in our Shipping Policy shall apply.
Please contact us and our professional Customer Service team will provide you with necessary details.
When returning a product, please insure your shipment, obtain a tracking number from the carrier, ship to the address as instructed by Aetna Stores and make sure that signature is required upon delivery (this will serve as confirmation that your return has been actually delivered back to us). If you don’t obtain a tracking number, we shall not be liable if your shipment is lost by the carrier and no refund will be issued. Besides, a tracking number will speed up your return procedure. Please have it at all times when you contact us so that we can check on the status of your return. Please do not ship with USPS since the above will not apply. Refund may be denied to you if we cannot confirm that your item has been delivered back to us;
If a returned item is damaged in transit, Aetna Stores will notify you that the shipment was received damaged and hold the item up to 30 days from the date, on which the above damage notification is e-mailed to you. You may file a claim with the carrier and instruct Aetna Stores in regards to what to do with the damaged item. If no notification or response from you is received by Aetna Furniture Stores within 30 days (as specified above), the item will either be destroyed or donated.
Return Restrictions and Non-Returnable Items
- Items without original packaging and, if applicable, tags;
- Assembled, installed, used, altered and/or modified products;
- Items that are not in new condition;
- Special Orders;
- Clearance Items;
- If quantity for same product is more than one (1), this will be treated as bulk order. Bulk orders and special orders/projects (see below) are non-returnable. Before placing such orders, we strongly recommend that you order a sample for inspection and evaluation;
- Any item labeled as Non-Returnable on our website’s product page;
- Any item not purchased from Aetna Stores;
- Any returns after expiration of 30 days from the delivery date;
- Items with signs of wear and tear resulting from their use;
- All products by the following brands: Ashley Furniture, Homelegance, VIG Furniture, Comfort Industries;
- All mattresses due to the personal nature of their use;
- Following products: standard sized box springs (returns based on their size are not accepted);
- All products from the following categories: appliances, lighting;
- In rare cases, some products like items in categories Clearance, Floor Models, Open Box are not subject to our 30-Day Standard Return Policy and therefore may not be returned.
Special orders cannot be cancelled or returned. Please carefully read Additional Information for the product that you want to purchase (Additional Information is available on the product page at our website) to see whether such product is a special order. When an order is placed, we will check whether it’s a special order or not. If it is a special order, we will immediately notify the customer thereof. If paid other than via PayPal, we will not charge customer’s card until we get customer’s approval to proceed with such special order. If paid via PayPal, customer’s PayPal account may be charged immediately.
Damaged or Defective Merchandise
Our priority is to make sure that you are fully satisfied with your order. However, in extremely rare cases some products may arrive damaged. In such an unlikely event we will do our best to expedite delivery of a replacement at no extra cost to you. We recommend to fully inspect all packages at the time of delivery or store pick-up, whatever is applicable. If found, any clear damage to the packaging / product and/or any discrepancies to the order must be noted on our delivery paperwork or, if it’s a store pick-up, communicated to our store rep. Such note will allow us to provide you with a free replacement.
Product shall be considered damaged and/or defective if it has visible scratches, dents, water spots, or any other evidence of impact or mishandling. However, this shall not apply to the so called “scratches” and “dents” that are normal for this type of product (for example, some products made of wood may have “dents” and/or “scratches” implemented by the manufacturer for the purpose of achieving a unique look). We recommend to inspect boxes at the time of delivery / pick-up and make respective notes in the delivery paperwork as detailed in Shipping Policy and immediately communicate any issues via e-mail (please make sure to attach supporting digital images clearly showing such issue) with detailed explanation of the problem. Upon receipt of such e-mail we will contact the manufacturer and request an expedited replacement. If no notes of any damage are made in delivery paperwork, any damages, defects and/or imperfections will be considered “homemade” and the item will no longer qualify for a free replacement or refund. We shall not be responsible or otherwise liable in regards to any “homemade” damage.
Please feel free to call our Customer Service to report any damages or defects to the merchandise that you ordered from us.
Backorders and Discontinued Products
If you decide to cancel your order because the item is not in stock (i.e. backorder), we recommend to contact our Customer Service first to verify the accuracy of the estimated availability date. Sometimes, items marked as backorder have been actually shipped and will be delivered to you. If the item that you ordered is not in stock or has been discontinued by the manufacturer, please accept our sincere apology for any inconvenience that this may cause to you. We cooperate with a lot of brands and manufacturers and we depend on them in regards to up-to-date information on stock availability. That being said, we act on your behalf to encourage our suppliers and manufacturers to improve their technology and quality of service.
IMPORTANT: Please do not e-mail or leave voice messages regarding your intention to return or cancel the items since it may interrupt and delay the whole process. Please make sure to contact our Customer Service Department.
Being a customer oriented company, we strive to make your shopping experience fast and easy. With this in mind, we do not accept exchanges since this will involve a lot of hustle. If you’d like to receive a different product, please return the one delivered to you (subject to our 30-Day Standard Return Policy) and order the one that you want - it’s as simple as that!
Product Dimensions / Color / Material / Appearance / Price Discrepancies
We use product images, descriptions and other information provided by manufacturers. Therefore, we have no control over quality and accuracy of such information. Besides, due to monitor settings and quality, product color may vary from the one shown on the image. If precise dimensions, colors or patterns are critical to you, please feel free to contact us so that we are able to double check product details with the manufacturer before you place an order with us. Please note that even after contacting the manufacturer (i.e. by checking their website and calling them) we cannot guarantee that information provided by the latter is 100% accurate and correct since there is always a possibility of human error on the part of the manufacturer. All returns resulting from dimensions, material, color and appearance are subject to the terms and conditions set in our 30-Day Standard Return Policy.
From time to time, manufacturers update their inventory and prices without us knowing thereof. If you order a product from us, the price for which was increased by the manufacturer without us knowing that (i.e. old price is shown on our website), we will let you know of the price increase and update the price on our website. If this is the case, you can cancel the order and get a full refund for the amount that you have already paid for such item or place a new order for the same product with an updated price (the previous order will be cancelled and we will issue a full refund for the amount that has already been paid by you).
Aetna Furniture Stores reserves the right to cancel any order if we determine that we are not able to fulfill it for any reason. If so, we will refund the full amount paid by you when placing such an order that we had to cancel as mentioned above. Aetna Furniture Stores bears no responsibility for any discrepancies, mistakes, errors, bugs, etc., in regards to product dimensions, color, appearance and price, and we reserve the right to cancel any orders arising therefrom.