Store Policies

Below we have outlined many of our customer satisfaction policies. We believe active communication is the cornerstone of any good relationship. It is our desire at Doughty’s Furniture & Mattress to ensure you experience the best possible home furnishings buying experience. In order to achieve this goal in all areas of our business. for the greatest majority of our customers, we hope you will understand our need to operate within certain policies.

DELIVERY SERVICE

Because we offer delivery service to such a broad area, we must deliver in route. We are unable to give an exact “time of day” for delivery. However. we will give you an estimated delivery time (within a three hour window) the day before your scheduled delivery. Please have the area in your home free and clear of obstructions and ready for delivery. If you cannot be there to take delivery, please arrange to have a responsible person present so that we may rely upon his or her signature as authorized to inspect and accept delivery. If delivery to the designated room involves limited maneuverability because of narrow halls. doorways or stairwells, etc. We cannot be responsible for any damage that could result in attempting placement. If set-up in the designated area is not feasible, delivery will be made to an accessible area. Delivery personnel will not be able to hang items on walls.

DELIVERY SERVICE INCLUDES

  1. Free in-Home service to the original purchaser for one year from the date of delivery excluding all Clearance and AS IS MERCHANDISE. This service is for warranted defects and workmanship only. This free in home service is provided to customers living within our normal delivery area. Customers outside our normal delivery area. must return item(s) to our service department.
  2. Doughty’s Furniture & Mattress will continue to offer service in accordance with manufacturer’s warranties after the one-year has expired. Any parts needed for warranted defects or workmanship will be provided at no charge. However. after the one year free service has expired, transportation and labor charges /or repairs and/or installation of warranted parts will be charged.
  3. The customer will pay for all transportation. parts and labor required after both the one year free service period and the manufactures warranties have expired.
  4. After one year there will be a minimum charge of $69.00 for an in-home service call.

PICK-UPS

The customer is responsible for securing all items to their vehicle.  Please report any manufacturer related issues to us right away.  Doughty’s is not responsible for any transportation related damages.

MAJOR PURCHASE

Please keep in mind that furniture like any other major purchase such as a car, home, washer, or refrigerator is manufactured in component parts, If a component is defective we will repair or replace it. Most manufacturers do not allow exchanges or replacement of the entire product if a component is defective. For example an auto maker won’t replace your entire car if the hood is scratched. Our skilled service technicians are trained to replace or repair components to factory specs. We do require that any item needing service with component parts that can be easily transported, be returned by the customer to our service department. Examples are: Unattached cushions or pillows, removable drawers, lamps and accessories etc.

SPECIAL ORDERS

A minimum deposit is required on all orders.  Any balance remaining must be paid in full prior to pick-up or delivery (except when financing).

1.) Special orders cannot be cancelled once the order has been been placed. 
2.) Arrival of your order is estimated according to information provided by the factory. Actual delivery may vary from this estimate.
3.) Special order merchandise is not returnable.
4.) Special order merchandise will be repaired and not exchanged or reordered

ESTIMATED ORDER ARRIVAL

We quote the best estimate from information that is provided to us by our vendors . All special orders are subject to manufacturers’ availability. No discounts will be given if merchandise is delayed by the manufacturer. If you are notified of a long delay and your merchandise is not in production, you may cancel your merchandise and receive a full refund on the undeliverable merchandise.

CLEARANCE OR “AS IS” MERCHANDISE:

1) Delivery or pickups must be made within 10 days (no lay a-way). Unless otherwise arranged.

2) Merchandise must be paid in full at time of purchase {unless financed).

3) No hold orders on clearance items.

4) All sales are final and no refund will be given.

5) No “special orders” at clearance prices.

SATISFACTION GUARANTEE:

If following delivery you are not completely satisfied with your selection (‘excluding bedding), you may re-reselect merchandise of equal or greater value or receive a 75% credit if you notify our store within 2 (two) days of delivery and subject to the following conditions: 1.) Merchandise must be in original condition as delivered. 2.) Special orders are excluded from this offer. 3.) If a re-selection is not made at the time the merchandise is returned, we will issue a store credit toward a future purchase. 4.) Only one re-select ion is permitted. 5.) For any re-selection a re-delivery fee will be charged to dispatch our truck 6.) Merchandise in the home longer than 7 days cannot be returned.

REFUNDS

Refund checks are issued within 7 days or after the check has cleared the bank. NO CASH RE FUNDS are given! Refunds on bank cards are credited to the card used as payment. There is a charge for any returned checks.

SLEEP PRODUCT WARRANTIES

Manufactures of sleep products carry their own warranties. We can assure you that we will make every effort to provide prompt and fair service on these products, Mattresses and box springs are warranted against structural defects such as wood frames. springs, and border wires breaking. Ticking or fabrics on all sleep products are warranted for one year. Please note: bedding with multiple layers of padding will display body impressions. This is normal and is not a defect. A service charge will apply for any service required after the one year free service policy expires. Our state law prohibits the resale of used bedding. Accepting delivery of bedding finalizes the sale and no pick-ups. returns or refunds will be made. Warranty replacements must be authorized by the manufacturer. The warranty is between the consumer and the manufacturer. Bedding that is soiled or damaged may not be returnedDoughty’s Furniture & Mattress

General Warranty Coverage

Our products are warranted to be free from material defects in workmanship, materials and construction from date of delivery for the number of years noted below when used for normal, residential indoor use. Only outdoor items and outdoor area rugs are warranted for use outdoors.

EXCLUSIONS: Our products are not warranted against normal wear and tear, commercial use, accidents, abuse or neglect or from damage resulting from improper use, care, or storage. Our warranty does not cover products used in commercial, nonresidential settings. Because many of our products are handcrafted and made with natural materials, variations in size, shape, and color can be expected. For complete information regarding use and care, please visit our store.

Warranty Service

If you have an issue with a product that you believe is covered under the manufacturer’s warranty, please contact us by phone, email or via the Customer Help page on our website.  Please proved your sales order number if available.  It will be very helpful to have pictures of the affected item(s) available to send to us.  If the item(s) are outside of our delivery area, then a service fee will apply if warranty service is performed in home.  To avoid a service fee, the customer would be required to transport the item(s) to our store or warehouse.  The sole remedy provided by Doughty’s Furniture under this warranty will be to repair or replace products or any part thereof.

We reserve the right to decide the appropriate remedy at its our sole discretion. If we decide to replace a product we no longer sell, we will replace it with a comparable product of equal or lesser value which is of like kind, age and quality. Refunds, if any, will be adjusted for the product’s use and age. If your product is repaired or replaced, the limited warranty will not be renewed or extended. Should you have any questions or concerns, please contact our store.

Your Rights

This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state. Some states do not allow the exclusions and limitations on incidental and consequential damages or the limitations on implied warranties, so the described limitations may not apply to you. However, proper care and use are essential for preserving your rights under this warranty. For complete use and care instructions, please visits our store. 

Warranty Limitations And Exclusions

Because of the natural variations in wood and hand-finishing techniques used to create many wood products, finish colors may vary from piece to piece.  These warranties do not cover such variations or any differences between floor samples, fabric swatches or illustrations (either in print or digital) and your item(s).  Doughty’s Furniture is also not responsible for color variations in fabric or leather upholstery due to dye lot variations that may occur with non-concurrent orders.  Doughty’s Furniture warranties do not cover products sold “as is,” used in a commercial or non-residential setting or shipped outside the contiguous United States by you or a freight forwarder.  Any abuse or product modification by the customer voids this warranty.

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