Refunds and returns.

• Orders should be checked immediately, if goods are damaged we must be notified within 24 hours
• We are unable to give refunds on orders that have been cut to size for you
• If your order is incorrect due to a mistake on our behalf, we will gladly replace your order at no additional charge

THERE ARE NO RETURNS ON CUSTOM CUT FOAM ORDERS

Custom cut foam pieces, custom cut foam, foam mattresses, wedges and bolsters are custom made to your specifications and therefore are not returnable for any reason. Orders cannot be cancelled or changed once production begins.

Returns

If your order is not a custom cut order you have 3 calendar days from the date of delivery to notify Foam4U CC of your request for a return, via email or phone call. Foam4U CC will send you a Return Authorization receipt and instructions on how to return your item back.

To be eligible for a return, your item must be unopened, unused and returned in the same condition that you received it. For sanitary reasons, there will be no exceptions.

Your item must be in the original packaging and your item needs to have the receipt or proof of purchase.

All unopened (non-custom) merchandise may be returned for a full refund of the purchase price, (excluding shipping/handling costs, Paypal or Billpoint fees).  The customer is responsible for all shipping charges both ways. For items with shipping included in the price, the customer is responsible for the actual cost of shipping and handling. Then an additional restock fee of 20% would apply. All claims for damage or defects must be made at time of delivery with carrier.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your credit card or original method of payment (excluding shipping and handling, and payment processing fees). All returns will incur a 20% restocking fee.

All claims for damage or defects must be made at time of delivery with carrier.

You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. All shipping costs are non-­refundable.

If you receive a refund, the cost of return shipping will be deducted from your refund.

Shipping Damage & Risk of Loss

All purchases of physical items from Foam4U are made pursuant to a shipment contract. This means that the risk of loss and title for such items passes to you upon our delivery to the carrier. We can not guarantee that products will not get damaged or lost in shipping and are not responsible for products damaged or lost in shipping.

We will process a claim with the delivery agency on your behalf for damaged or lost products. It is the customer receiving the package’s responsibility to check for shipping damage prior to opening. Photograph the damaged area and notify us within three (3) days. We require photographs (prior to opening) and all packaging materials in order to process a claim with the delivery agency on your behalf.

Liability Policy

We are not liable for the following:

• Orders that are cut correctly by us with incorrect dimensions provided by the customer.
• Errors made during the ordering and checkout process. Customers are responsible for and assume the cost of correcting any mistakes.
• Orders the customer thinks are the wrong size because they are measuring differently than how our website instructs.
• Products the customer thinks are not comfortable enough or does not like for some other subjective reason.
• Damage incurred to products during shipping.

We are liable for the following:

• The costs of correcting any mistakes that we make if we fail to correctly produce orders using the information provided by the customer, provided that:
• The foam is not 16kg/m3 density Commercial Grade Polyurethane foam as we can not guarantee that this foam will maintain its original shape during shipping.
• The product/s produced is outside of the range specified in the Dimensional Tolerances Table (shown in the Return Policy section).
• The customer notifies us within three (3) days of receiving the product/s.
• Pickup by a ground carrier that we schedule after receiving confirmation from the customer that the defective product/s ready for pick up.

Return Policy

Products must be returned in factory condition and any changes to the factory condition of the product will void any return eligibility. This includes, but is not limited to: reshaping, resizing, trimming, tears, cracks, splits, punctures, stains, scuffs, and odours. Returns are also void if the product has been physically abused, damaged, soiled, or infested.

Return claims must be made by the product’s original purchaser. If a product is shipped to a customer, and the return is shipped back to us, the customer is responsible for the actual shipping costs, both to and from Foam4U. After inspection and our acknowledgment of product defects, we may issue a replacement or repair. We reserve the right to replace or repair the product with similar materials of equal or greater value that may not be an exact match to the original.

Some foam requires vacuum packing for shipping. This does not harm the foam. However, after removing foam from its packaging, due to the nature of foam products, it may require time to expand to its full size. Please leave foam out and unused to allow them to expand to their full, proper size before inspection for possible body impressions. This can take 1-7 days. Leaving items in their compressed packaging will damage them and void any returns. We cannot guarantee that 16kg/m3 density polyurethane foam will maintain its original shape during shipping. Any defects must be notified within 3 days after delivery.

Foam Scent:

New foam products may carry a “factory-fresh” scent that dissipates over time when given the opportunity to air out. This normally takes one to two days but can take up to two weeks. This scent is a result of normal manufacturing processes and is not a defect or flaw. For this reason, a foam scent is not grounds for or eligible for a return.

Latex Foam:

All Latex foam rubber products have naturally occurring flaws from their manufacturing process. This includes but is not limited to: small tears, air pockets, patches, and changing surface textures. Additionally, Latex’s pin-core perforations may or may not fully extend through the product These minor imperfections are normal and unavoidable. They do not affect the overall performance of Latex foam rubber and are not to be considered a flaw or defect.

Foam Cuts:

Foam is cut to 1/4″ increments only. Cut foam sizes have limitations. Orders beyond limitations will be glued or cut in increments. Receiving foam that is glued together to achieve desired product dimensions is not grounds for or eligible for a return.

Incorrect Order:

If you have received incorrect products in error, please contact us at foam4u@vodamail.co.za with details and we will evaluate the situation. After our acknowledgment of any errors, we may correct the mistake. The incorrect product must be returned and in factory condition before we will issue an order correction.

Mistakes in Size:

Please refer to our dimensional tolerance table below. If any product you order with specific dimensions is outside of the range specified, it is eligible for return or repair. The product/s must be returned in factory condition for a refund or exchange. We reserve the right to repair the product with similar materials of equal or greater value that may not be an exact match to the original. Note that each tolerance is respective to an individual dimension of the product, not a total sum of all dimensions.

Dimensional Tolerances
Mattresses
PRODUCT	LENGTH	WIDTH	THICKNESS / HEIGHT
Standard/Custom Cut Mattresses and Toppers	± 1-1/2″	± 1-1/2″	± 1/2″
Seats and Cushions
PRODUCT	LENGTH	WIDTH	THICKNESS / HEIGHT
Custom Cut Seats and Cushions	± 1″	± 1″	± 1/2″
Foam and Express Foam Sheets
PRODUCT	LENGTH	WIDTH	THICKNESS / HEIGHT
Custom Cut Foam	± 1/2″	± 1/2″	± 1/4″
Express Foam Sheets	± 1/2″	± 1/2″	± 1/4″
Shapes
PRODUCT	LENGTH	WIDTH	THICKNESS / HEIGHT
Square / Cube / Rectangle	± 1/2″	± 1/2″	± 1/4″
Trapezoid	± 1/2″	± 1/2″	± 1/4″
Bolster	± 1/2″	± 1/2″	± 1/4″
Wedge	± 1/2″	± 1/2″	± 1/4″
Triangle	± 1/2″	± 1/2″	± 1/4″
PRODUCT	LENGTH	DIAMETER
Cylinder	± 1/2″	± 1/2″

Contact Us

If you have any questions on how to return your item to us, contact us at:

Please e-mail us at: foam4u@vodamail.co.za
Phone: (031) 7018315

We are located at:

Foam4U CC.
Shop6 Union Main Centre
45 Josiah Gumede Road
Pinetown
3610