Store Policies

Return Policy

Your original receipt is required for all returns, exchanges, price guarantees and warranty repair services. Big Sandy Superstore reserves the right to request identification and to deny any return. Big Sandy Superstore will allow most products to be returned, in original condition, within seven days of receipt of product, for a refund. This policy is subject to the following guidelines:

Original Condition

Any exchange or return for a refund of stock merchandise is subject to inspection by Big Sandy Superstore to ensure merchandise is returned in its original condition. Original condition includes, but is not limited to: No signs of wear or tear, scratches, nicks, stains, pet hair, smoke damage or missing parts. Original condition also includes any accessories, remotes, manuals, etc. that accompanied the product.

Non-Returnable Items

Non-returnable items include labor charges for services rendered (delivery, installation, etc.), consumable items such as gift cards, leather and wood protection kits, or items that are damaged or abused. Due to health reasons, pillows, blankets, sheets and mattress pads cannot be returned and you will be charged full value of these items. Mattress returns in conjunction with a "comfort guarantee" are subject to the rules explained below. Special Order product is non-cancelable and therefore, non-returnable.

Comfort Guarantee-Mattresses

Big Sandy Superstore offers a 120 day comfort guarantee. If you are not satisfied with the comfort of your mattress within 120 days, Big Sandy will exchange your mattress IF the original seal on the manufacturer's shipping plastic has NOT been opened. If the seal is open, the comfort guarantee is VOID. With any new mattress, there is a period of adjustment as your body realizes proper support again. Therefore, we require you to sleep on your new mattress 30 days before we will authorize a comfort exchange. Big Sandy will honor one comfort exchange per customer. The comfort guarantee warrants an EXCHANGE ONLY. No refunds will be issued. Pillows and Mattress Pads are not covered by our comfort guarantee and are non-returnable. Should you decide to have your mattress exchanged in accord with our comfort guarantee, the delivery of the new/pick up of the old WILL be subject to your area's normal delivery charge. The only exception to the comfort guarantee would be purchases of Tempurpedic mattresses. Comfort exchanges of Tempurpedic mattresses incur a $199 restocking fee, in addition to delivery charges.

Promotional Items

Any product that is returned without a promotional item(s) included with the original transaction (e.g.-buy TV, get DVD player free; buy 5 piece bedroom, get mattress set free) will have the value of the promotional item(s) deducted from the refund amount. If the promotional item(s) included products that cannot be returned, due to health reasons (as listed above), the value of that item(s) will be deducted from the refund amount.

Refund Method

Refund will be in the same form as original purchase, with the exceptions of cash and checks. Refunds on bank cards will be credited to the bank card used as payment. Cash and check purchases will be refunded by check through Big Sandy Superstore's Corporate Office only. NO CASH REFUNDS. Refund checks will be mailed from the Corporate Office, within seven business days of the product's return to Big Sandy Superstore.

Manufacturer's Warranties

Big Sandy Superstore honors all manufacturer warranties. A manufacturer warranty provides repair options for a specified time after purchase. Big Sandy Solutions (our Customer Solution Department) has qualified technicians to make such repairs, according to the manufacturer's warranty. The manufacturer's warranty is always for repair of the product and does not cover any replacements.

*John Eye's Big Sandy Superstore locations allow return within three days of receipt, rather than seven.

9/15/08