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Visit Us | 570 Main Street, Gorham, NH 03581

Return Policies

Delivery

Preparing for delivery

  • A pathway must be clear of obstacles, snow & ice, and/or debris leading into the house.
  • There should be a clear pathway in the house to where the product will be placed and enough space for any required assembly.
  • All pets and animals should be safely secured for theirs and ours safety. Top Furniture assumes no responsibility for escaped pets or animals.
  • If delivery requires the removal of any doors, railings, or other house fixtures this should be done before delivery. Top Furniture delivery personnel may choose to provide these services if they are not done beforehand, but Top Furniture assumes no liability for property, damage, or losses incurred because of these services.
  • Our delivery personnel reserve the right to refuse any delivery or services that they deem unsafe, hazardous, or would require completing any form of removal or cleaning to complete the delivery or service.

*If you are having appliances delivered please see the Appliance Policies for special preparations needed for those deliveries.

Delivery Policies

  • Your delivery charge includes bringing in the product, assembly of product (if necessary or unless otherwise stated at the time of purchase), and placement of product.
  • Someone over the age of 18 must be present to accept delivery.
  • If no one will be present, a signed note must be placed in a predetermined spot for our drivers to return to the store with. Top Furniture assumes no liability for any the customer’s property if no one is present at the time of delivery. This includes, but is not limited to, any damages, losses, or misdeliveries that may occur in the absence of the original purchaser.
  • Delivery and disposal fees are never refunded. There will be an additional delivery charge if we need to pick up or drop off products for returns or exchanges.

Bed Bug Policy

Top Furniture takes the health safety of our employees and customer very seriously and due to the nature of our business our delivery drivers have a ZERO TOLERANCE NO ENTRY POLICY FOR BED BUGS.

What zero tolerance means in this instance is as follows:

  • Our delivery drivers and service techs will not enter any property we a have listed with a history of bed bugs from previous deliveries or services. At the time of sale your sales consultant will explain that delivery will only include dropping product at door of residence and no disposals will be taken of any kind from the residence. NO EXCEPTIONS.
  • At the time of delivery if the property was not on our list and no mentions of an infestation was made by the customer the drivers reserve the right to refuse delivery. They will offer to drop all product at the doorstep, but if the customer does no accept that solution the delivery will be canceled. Top Furniture reserves the right to keep any delivery charges for a canceled delivery in this instance.

We understand the sensitivity of a situation like this, especially for customers in larger complexes that might not personally have bed bugs, but due to the nature of these types of infestations and the threat it poses to our business there are no exceptions to this policy at any time.

Appliances

Preparing for Appliance Delivery

When we deliver appliances there are special preparations that may be needed on top of the standard preparation. This includes:

  • Water lines must be turned off. Our delivery personnel cannot tap water lines, turn off water lines, or hook up to copper water lines.
  • All gas appliances must unhooked before hand if we are disposing of them.

Prior to your delivery if you have not purchased new equipment for installations such as cords and hoses your delivery will only include drop-off and any disposals must be unhooked to be picked up. Due to liability issues we can not hook up any appliance to existing cords or other appliance accessories.

Returns

Returns are accepted up to 30 days after delivery or pick up for appliances that have not been used or installed. If the appliance has been used returns are only accepted within 72 hours of delivery or pickup and after inspection of the machine. The customer will be subject to a 50% restocking fee.

Defective Products

All our products are sold with manufacturer warranties and are serviced by our service technicians. We should be notified immediately upon the discovery of any defects. All products are subject to the terms of their manufacturer warranty for any replacements or credits on products.

Damaged Products

Upon delivery or pickup of any appliances an inspection should be made of the machine, and we should be notified of any damage within 72 hours. Damaged products can be exchanged or repaired at no cost to the customer depending on the nature of the damage(s). Cosmetic damage is subject to the manufacturer’s discretion for any refunds or credits.

Stored Appliances & Special Orders

Stored Appliances

Top Furniture can store purchased appliances for customers who are currently building or remodeling their house. Any appliance stored for more than 30 days will be subject to special policies:

  • Any cost of damage discovered on appliances will be split between Top Furniture and the customer
  • Customers must notify us of any space or fitting issues within 48 hours of delivery or pickup for an exchange.
  • Warranties start on the day of purchase. If a product is stored past its warranty period no exchanges, refunds, or credits will be given under any circumstance.

Special Orders

Any appliances that are special ordered must be paid in full before ordering and are owned by the customer immediately. No refunds or exchanges will be permitted of any kind on special order appliances.

Furniture

Return Policy

Returns are accepted up to 30 days after delivery or pick-up of product. Returns are only accepted after inspection of the merchandise for excessive wear and tear, damage, and cleanliness. Returns can be subjected to a restock fee and cleaning fee up to 25%.

Defective Products

All our products are sold with manufacturer warranties and are serviced by our service technicians. We should be notified immediately upon the discovery of any defects. All products are subject to the terms of their manufacturer warranty for any replacements or credits on products.

Damaged Products

Upon delivery or pickup of any furniture an inspection should be made of the product, and we should be notified of any damage within 72 hours. Damaged products can be exchanged or repaired at no cost to the customer depending on the nature of the damage(s). Cosmetic damage is subject to the manufacturer’s discretion for any refunds or credits.

Special Orders

A piece is considered special order if:

  • It is a piece we do not stock in any variation
  • A piece we stock that is ordered in a fabric or finish we do not stock

All special orders must be paid for in full before the order is placed. Once the order is placed if you would like to cancel you must cancel before your order is confirmed by the vendor- typically 48 hours. Any cancelation done after this will be subject to the restocking fee.

All special orders are subject to a 20% restocking fee for any returns or cancelations. For returns this fee would be in conjunction with any other cleaning fees.

Stored Furniture

Top Furniture can store purchased furniture for customers who are currently building or remodeling their house. Any product stored for more than 30 days will be subject to special policies:

  • Customers must notify us of any space or fitting issues within 48 hours of delivery or pickup for an exchange.(subject to special order restocking and cleaning fees)
  • Warranties start on the day of purchase. If a product is stored past its warranty period no exchanges, refunds, or credits will be given under any circumstance.

Mattresses

Return Policy

It takes time for your body to adjust to sleeping on a new mattress. Top Furniture offers an comfort guarantee up to 90 days from the day of delivery of a mattress. Mattress reselection is only accepted after you have slept on the mattress for 30 days. Reselection must happen in the 90 day comfort guarantee window.

  • To use the comfort exchange policy, you must purchase a mattress protector from Top Furniture at the time of your mattress purchase.
  • All reselections are subject to an exchange fee of $99 and redelivery fee.
  • Comfort is a personal preference and is not covered by manufacturer warranty.
  • Mattress reselections can be of equal or greater value. If value is greater the customer must cover the difference. If lesser value no refund will be given.
  • Only one comfort exchange will be permitted per customer.
  • Mattress must be clean of all stains and in original condition with all tags still attached. Returns are only accepted after inspection.
  • Foundations, box springs, and motions frames are not subject to included in the mattress return policy and are instead considered furniture.

Special order returns are subject to special policies:

  • Special order mattresses are subjected to restocking fees as well as exchange fee
  • Special orders of non-stocked items (i.e. California Kings, upgraded models of floor series selections, specialized sizing, ect.) are final sales and can not be returned or exchanged.

Warranty

All mattresses are sold with a warranty card. It is recommended that you keep this for your records. Commons reasons warranties are denied include:

  • Stained mattresses
  • Mattresses that have set on to improper support frames
  • Removal of law tags

Mattress inspections must be completed before warranty claim is submitted.

BED BUG POLICY

Top Furniture takes the health safety of our employees and customer very seriously and due to the nature of our business our delivery drivers have a ZERO TOLERANCE NO ENTRY POLICY FOR BED BUGS.

What zero tolerance means in this instance is as follows:

  • Our delivery drivers and service techs will not enter any property we a have listed with a history of bed bugs from previous deliveries or services. At the time of sale your sales consultant will explain that delivery will only include dropping product at door of residence and no disposals will be taken of any kind from the residence. NO EXCEPTIONS.
  • At the time of delivery if the property was not on our list and no mentions of an infestation was made by the customer the drivers reserve the right to refuse delivery. They will offer to drop all product at the doorstep, but if the customer does no accept that solution the delivery will be canceled. Top Furniture reserves the right to keep any delivery charges for a canceled delivery in this instance.

We understand the sensitivity of a situation like this, especially for customers in larger complexes that might not personally have bed bugs, but due to the nature of these types of infestations and the threat it poses to our business there are no exceptions to this policy at any time.