Skip to Main Content
Free Shipping on orders $699 or More* Going on now!

Sales Order Terms & Conditions

Merchandise

Merchandise: Displayed in the showroom represent the fit, finish, tailoring and quality of the merchandise you will receive. Materials such as leather, stone, glass and wood products are defined by distinct markings and natural characteristics and are not imperfections. These natural characteristics add to the beauty and do not mar the function, durability or longevity of the piece.

Merchandise Pick Up

Merchandise Pick-Up / Direct Ship / Store to Door: All items will require some form of assembly, assistance in assembling may be available at rates equal to our standard delivery fee’s. Please bring appropriate material to secure your pick up items. Our staff may assist in loading but will not assist in securing your items. Direct Ship and Store to Door items are not brought into your home. We cannot be responsible for damage that occur as a result of incorrect assembly or improper handling of Pick-up / Direct Ship items or Store to Door items.

Delivery

Merchandise Delivery Delivery does not include removal or rearranging of existing furniture, pictures, accessories, and similar items, set-up of electronic devices, or affixing any other merchandise to your structure. Your estimated delivery date is noted on the front of the sales receipt. Once scheduled, you are required to confirm your delivery the day before, or your delivery maybe rescheduled. Our trucks are routed to ensure maximum efficiency, therefore specific delivery time requests cannot be accepted. Actual delivery time may vary based on traffic and weather conditions. At time of delivery, an individual 18 years of age or older must be present to accept delivery. Your signature on the delivery receipt acknowledges that you have received and inspected all your merchandise and they were delivered in acceptable condition.

Cancellation

Cancellation Prior to Delivery: A refund for 100% of the customer’s purchase price will be issued to the customer for most merchandise cancelled prior to 48 hours of delivery. Deliveries rescheduled with less than 48 hours’ notice from scheduled delivery date will incur a $49.99 rescheduling fee. Direct Ship items cannot be cancelled prior to delivery.

Damaged or Defective Product

Damaged/Defective Product: Any Damage or Defect must be reported to Customer Care within one (1) day after delivery and will require clear photographs to arrange appropriate services. For minor damages, our customer service will provide in-home repair service.

Changed Mind

Changed Your Mind?: You may return your merchandise for any reason if reported within 1 day of receipt and returned within 3 days in new condition. A 15% restocking fee will apply along with a re-delivery fee equal to standard delivery fees. Special order items are not subject to return.

Items Don't Fit

Items Do Not Fit: It is your responsibility to ensure your purchased items fit into your home. If your items do not fit, you will receive store credit minus the original delivery fee.

Protection Plan

Platinum Protection Plans: If you’ve elected to purchase our Platinum protection plan, please review the Platinum Protection pamphlet or visit our site at: www.johnv.com/platinum to understand limitations and exclusions. Only instances specifically listed as covered are subject to coverage. It is the customer’s responsibility to provide proper care and cleaning. The Platinum Protection Plan is not a general cleaning or maintenance agreement.

Special Order Items

Special-Order Items: Special orders are items that are not in considered our regular stock. Special orders are items custom made by customer request. These items require a 50% non-refundable deposit. Cancellations more than 72 hours after purchase, will result in loss of deposit. Special Order merchandise is labeled on your sales receipt. Special order merchandise is not subject to customer remorse policy. All special-order merchandise must be scheduled for delivery within 30 days of arrival at our warehouse.

90 Day Price Guarantee

90 Day Price Guarantee: If you should find the same product and services from and authorized dealer at a lower price* within 90 days of your purchase, we will match that price. Plus, if we put a product on sale within 90 days of your purchase, we will gladly give you a credit for the difference. *Some exclusions may apply. See a Sales Associate for Details.

Sleep Guarantee

Our 120 Day Comfort Guarantee is available to customers who purchase both a mattress protector and pillow along with a Mattress ($799 or higher). As-Is Mattresses are not eligible for the comfort guarantee. Since your body takes time to adjust to a new mattress, you must sleep on your new mattress for?30 days?before a one-time reselection is available. Reselections must be for equal or greater value. A $149 processing charge will apply to all comfort guarantee reselections.

No Returns Or Refunds

No Returns or Refunds: As-Is Sales, Adjustable Bases, Mattress Protectors, Pillows, Foundations, and Platinum Protection Plans are not returnable. Refunds of purchases paid by cash or check will be paid by check after 15 business days from date of cancellation; purchases paid by credit card will be refunded back to the credit card charged, financed purchases are refunded to the financing company.

Start a Room Plan