Returns & Cancellations Information
Returns & Delivery Policy
Back Care Basics offers a 30-day satisfaction guarantee on most products. If for any reason you would like to return or exchange an item please call us toll free at 800.858.8987 or email us at firstname.lastname@example.org for a return authorization number. All products must be returned to our Needham, MA warehouse freight prepaid. You will also be responsible for the original outbound freight, which will be deducted, from your return refund. Even though your chair(s) may have shipped without an additional freight charge (free), we still deduct our original outbound freight charge (cost to ship to you). Any assembly fees/additional shipping fees are also not refundable. All merchandise must be in the original shipping container in the original factory packaging with all fillers and parts intact. Many chairs are shipped disassembled and must be repacked the same way to ensure a safe return trip. It is the customer’s responsibility to package the product carefully to prevent any damage in shipment. Customer should insure the product with the carrier of their choice in the case of loss or damage. Chairs must arrive in “As-New” condition to receive credit. If an items is returned in damaged condition, Backcare Basics will deduct the cost of repair from the original purchase price. Return authorization numbers must be marked on each box. Returns of chairs will be subject to an additional 20% re-stock charge. Parts to chairs may not be returned.
Our 30-day ‘try it out window’ starts when you receive your product.
If you receive a defective product you need to contact us immediately. We will replace the product or send the replacement part (we reserve the right to decide) out at no cost. If you decide you do not want parts or a replacement (at our discretion), the item can be returned under our standard return policy. If your product arrives damaged (always do a thorough inspection of the carton and product) and was delivered by either UPS or FedEx Ground, accept the shipment and notify us. We will make the arrangements to expedite replacement parts or replace your product (at our discretion). If your product arrives LTL truck (via a freight carrier), take the time to inspect both the carton and the product itself so you are protected against any possible mishandling from transit. The truck driver is obligated to wait while you make this inspection. If you find the product to be damaged simply note so on the bill of lading and refuse the shipment or the piece(s) that were subject to damage. In all instances, if you sign for the product and find that there is concealed damage you must notify us within 24 hours so that we can make a freight claim with the carrier.
If you think there is any possibilities of concealed damage always note this on the bill of lading.
During delivery, LTL freight companies will require the merchandise to be signed for, and it’s very important to inspect the delivery carton for any creases, tears, dents, or holes. Should any of these damages exist, please write that information on the face of the delivery receipt. Failure to properly notate damages or shortages will waive our right (and possibly your right) to file a claim against the carrier on your behalf. Best to call us right away at 800.858.8987 for assistance.
Most of our product ships UPS or FedEx Ground. Larger orders will most likely arrive by truck. The carrier will notify you in advance. Bulk deliveries are ‘back of truck’ only. Unless special arrangements are made the cartons will have to be taken off the truck or ideally unloaded at a commercial loading dock.
This return policy ONLY relates to chairs. Ergonomic Products, furniture and other casegoods are NOT returnable. Outlet room items are NON-Returnable.
If your chair or furniture item is custom and it is in a ‘production schedule’ at the factory you may not be able to cancel it without incurring a restocking charge. If your chair or desk takes several weeks to build then it’s very much a custom piece of furniture.
Cancellations, providing we can catch them before they are in transit or in production can of course be completed without a penalty or fee. If your chair is in transit and you change your mind and wish for us to stop the shipment or redirect to another address please call us right away at 800.858.8987. When your chair is staged or moving or redirected there will be a charge.
Most of our chairs are in stock so they do ship fast and if you have a change of heart let us know right away!