Policies and Warranties

ONE-YEAR LIMITED WARRANTY

Naturwood warrants to the original purchaser that any product purchased from us will be free from defects in workmanship and materials for one year from the date 
of receipt by the customer.
THIS WARRANTY APPLIES WHEN:

The item does not have a manufacturer’s written warranty
The manufacturer’s written warranty is for a period of less than one year. In this case, Naturwood’s warranty will begin at the expiration of the manufacturer’s warranty and end one year from the date of receipt by the customer
THIS WARRANTY DOES NOT APPLY WHEN:

The manufacturer has a written warranty which is longer than one year
Any claim is the result of negligence, misuse, alteration, improper cleaning or care, accidents or normal wear
The product has been moved from the address on the original invoice, or has been repaired by the purchaser or anyone else other than Naturwood or their authorized representative
The claim concerns the wearing qualities, colorfastness, fading, shrinkage or wrinkling of upholstery fabrics
The product is purchased for commercial use
The item is specifically excluded from warranty as a condition of sale
The item is identified as “As-Is” merchandise
In the event of a claim against the product or warranty service, you must immediately notify Naturwood. Claims must be reported within one year of your receipt of the merchandise. You must have your original sales invoice to make a claim under this warranty. Send claims to: Naturwood Home Furnishings, Customer Service, 2711 Mercantile Drive, Rancho Cordova, CA 95742.
Naturwood, in its sole discretion, will determine the cause and nature of the defect, the necessity and manner of repair or replacement, and all other matters pertaining to the condition of the product. This warranty gives you specific legal rights, and you may have other rights which vary from state to state.
When it is necessary to return an item for warranty service, it is the customer’s responsibility to provide transportation of that item to and from the Naturwood Distribution Center if they originally picked it up. Naturwood will pick-up and re-deliver the customer’s item if they originally paid for delivery.
Price Guarantee

Naturwood will match the advertised price of any item we carry from any competitor within 100 miles of our stores. If, within 30 days from receipt of purchase you find the identical item (same manufacturer) at a lower advertised price, with comparable terms, financing, and conditions, bring the ad and your Naturwood sales invoice to the store and we will issue a refund or in-store credit for the difference.
This price guarantee is effective if the item you purchased goes on sale at Naturwood for a lower price within 30 days. If you have received your item, we will credit or refund the difference. If you have not received your item, we will adjust the price on your order.

ABOUT THE PRODUCT & FURNITURE CARE

Our pledge to you is to provide the finest home furnishings available within quality standards that commensurate with price. As with other products, absolute perfection 
is impractical as well as cost prohibitive.
GENERAL FURNITURE CARE

Furniture will last longer with proper care. Furniture should always be kept out 
of exposure to direct sunlight. It is also important to keep furniture away from direct 
heat sources; such as heater vents, wall heaters, pellet and wood-burning stoves, etc. 
Air conditioning and swamp coolers greatly affect the humidity, and in turn have an effect on furniture. Be careful not to overload drawers or glass shelves.
WOOD PRODUCTS

You should expect a natural variation in wood grain and coloration between like 
pieces. Wood is normally selected at near random to provide this variety. Therefore, 
a manufacturer cannot guarantee the exact matching of all pieces. Table leaves are designed to be temporary extensions of the table and should not be expected to 
perfectly match the table in color, fit, or finish. Solid wood tops will expand and contract due to changes in weather, temperature and humidity. This will cause variations in the fit of your table leaves. The same atmospheric changes will cause drawers or doors to open smoothly one time and feel tight another time.
The top surfaces of wood furniture are finished to be correct when viewed under normal household light sources. Extremely bright light sources (daylight in front of a window, etc...) may make visible normal variation and imperfections in the surface.
CARE OF WOOD PRODUCTS

Naturwood recommends Guardsman Cleaning Polish for wood pieces with lacquer finishes. For oil finished pieces, we recommend a combination of beeswax and lanolin. 
If you are unsure of what to use on your new furniture, please ask your sales associate.
Water or other liquids must never be left standing on wood surfaces.
UPHOLSTERED ITEMS AND TAILORING

Upholstering is an inexact art judged by eye, not by actual measurement. Since comfort is of prime importance, soft filling materials are used whenever the design will allow. With softness and comfort, there may be wrinkles which result from normal flexing and fabric stretch. These will vary in nature according to the individual cushion, fabric, and frame style.
CARE OF UPHOLSTERED GOODS

Seat cushion covers must not be removed, the zippers are for ease of manufacturer only. Cushions should be rotated weekly for maximum wear, best appearance, and to maintain warranty. To ensure longer lasting wear from your upholstery fabric, be sure to vacuum clean the seat cushions, inside arms, and inside backs on a regular basis (at least once 
a week is recommended).
Dirt and dust act like glass particles, cutting the small threads and fibers of the fabric. 
All yarns, regardless of their reputation, are subject to this abrasive action.
Animals such a cats and dogs are extremely abrasive on upholstery fabric and should not be allowed on your furniture. Fabric mills will not honor warranties of any type when evidence of animal use is found.
Never expose upholstery fabrics to sunlight for any lengthy period of time.
LEATHER FURNITURE

Leather is a unique and natural product and will therefore bear the marks or “fingerprints of nature.” “Trail marks” (scars, barbed wire scratches, etc.) are the signs of quality top grain leather and are not considered defects. As with other natural materials, leather hides may vary in color, texture, or feel.
CARE OF LEATHER

Leather should be cleaned regularly with a soft damp cloth. Never use solvents or saddle soap on leather. Body oils or perspiration left on leather can cause staining, drying out, cracking, and/or peeling.
MATTRESSES AND BEDDING

Under California State Law, bedding which has been in the customer’s home overnight or has been slept on is considered used and may not be resold as new. For this reason, mattresses or bedding may not be returned or exchanged.
CARE OF MATTRESSES AND BEDDING

Mattresses must be rotated regularly end for end one time, and side for side the next to maximize comfort, maintain your warranty obligations, and extend the life expectancy of the product. “Body depressions” are normal for all mattresses with soft padding, and are minimized by regular rotation.
GLASS SURFACES

Minor imperfections in quality glass are not unusual and are not considered a defect. Use a spray glass cleaner with a soft cloth, paper towels, or crumpled up newspaper. Glass surfaces should always be protected from scratches by using felt pads or placemats. We cannot be responsible for glass once it as been received by you.
CABINETS WITH DOORS

As items are placed in the cabinet, the distribution of weight may cause the doors to 
bind or be uneven. To correct this, use shims under one or more corners, or adjust the leveling glides if they are installed in the cabinet. When the cabinet is leveled the doors 
will fit evenly.

PICK-UP SERVICE

PLEASE CALL IN ADVANCE.
Please call at least 24 hours before merchandise pick-up to facilitate movement of merchandise to customer pick-up area. Our employees carefully inspect, detail and prepare all merchandise (except “As-Is” items) before it leaves Naturwood’s Distribution Center. This detailing takes time. Therefore, there may be a minimal waiting period at time of pick-up. If you fail to show up on your scheduled day, there will be a 2% restocking fee added to your invoice.
PLEASE NOTE THE CUSTOMER PICK-UP HOURS.
No merchandise can be picked up at any time other than these hours.
PLEASE INSPECT YOUR MERCHANDISE BEFORE REMOVING IT FROM OUR DOCK.
Naturwood cannot be responsible for merchandise once it has left our premise 
in good condition
PLEASE BRING ADEQUATE BLANKETS, PADDING, ROPES, AND PLASTIC 
(in case of rain).
We will be happy to assist you in loading your order.
ABOVE ALL ELSE – THINK SAFETY.
Naturwood will not assist in loading any item in such a way that a hazard to safety exists. Naturwood employees are instructed to contact management if the requested load-up might result in a danger to people, vehicles (customer’s or others on the road), or merchandise.
DELIVERY SERVICE

Your purchase will be delivered to you free of nicks, scratches or other damage 
(unless the item was sold “As-Is”). You will be asked to inspect the merchandise upon arrival, and verify that you received it in good condition.
Our delivery team will place the merchandise where you request. We ask that you have the room ready when the truck arrives. Unfortunately, insurance restrictions will not allow delivery personnel to handle or move customer property, other than what is being delivered.
Our deliveries are scheduled by location and routed in the most efficient pattern. 
You will be contacted by our Delivery Department and given a delivery date 
and time estimate (within a specified four hour period). It is important that you are home when our drivers arrive. If you are not home, an additional delivery charge equal to the original delivery fee will be charged. If you must cancel your delivery appointment, please call at least 48 hours before the time of delivery or there will be 
a 2% restocking fee added to your invoice.
DEPOSITS AND CANCELLATIONS

The purpose of a deposit is to secure specific merchandise. Therefore deposits are 
not refundable and cannot be transferred to another item. Cancellation of your order will result in restocking and handling charges equal to the deposit amount.
SPECIAL ORDERS

You may special order merchandise we do not carry. Since this merchandise 
is ordered/reserved specifically for you, cancellations cannot be accepted. 
A 50% non-refundable deposit is required on all special merchandise orders. 
(Orders for parts, table pads, pillows, arm caps, cut yardage, or customer owned materials must be 100% prepaid.).
OUT OF STOCK ORDERS

A 35 % deposit is required for purchases of displayed product not currently in stock.
DELIVERY TIME QUOTED IS APPROXIMATE and based on our experience with the manufacturer. It is not a commitment or guarantee on our part. Delays do occasionally occur due to: busy seasons, production delays, transportation delay, union strikes, and/or shortage of materials. These delays are unpredictable and every effort is made to reduce these inconveniences.
STORAGE POLICY

All orders that are in stock must be paid for in full. On occasion, Naturwood will authorize holding merchandise longer than one week. Merchandise being held beyond 14 requires specific written management approval (subject to storage space available). And will incur a storage fee of 2% a month.
FINANCING

Naturwood financing is available upon approved credit. Complete, approved, and signed documents are required before ordering merchandise, arranging delivery, etc. Your sales associate will be happy to explain the terms available.
EXCHANGES AND RETURNS

All exchanges and returns must be authorized by Naturwood and are subject to specific policies.
Items such as bedding, upholstered goods, fabric goods, “as is” items special orders, or furniture protection kits may not be returned. Any other item may be returned within 7 days (with ORIGINAL sales invoice) for credit or refund. It is the customer’s responsibility to pay delivery, handling, and restocking charges before the item will be accepted for credit or refund.
MERCHANDISE SOLD “AS IS” OR “CLOSEOUTS”

Items sold “AS IS” will not be touched up or repaired in any way. You will receive it exactly in the condition it was displayed.
REFUNDS

If you paid for your purchase by check, please allow 30 days (from written date of check) for your refund to be processed. This time may be reduced to 7 to 10 weekdays if you provide us a copy of your canceled check. If you paid with cash, please allow 7 to 10 weekdays for your refund check to be processed. No cash refunds will be issued under any circumstances. 

IN ALL CASES, NATURWOOD’S WRITTEN WARRANTY AND STATEMENT OF STORE POLICY SUPERSEDES ANY VERBAL REPRESENTATION MADE BY ANY PERSON 
ON BEHALF OF THIS COMPANY.

CHECK POLICY

Acceptable identification (including one with photo) are required on all checks. 
No two party, post dated, or unimprinted checks will be accepted. There will be 
a $25.00 service charge for any returned check. Returned checks must be made good within five (5) days with cash or cashiers check. After five (5) days all dishonored checks will be forwarded to the proper authorities for collection or prosecution as allowed by law.
In the event legal action is necessary to collect any sums due, buyer agrees to pay court costs plus reasonable attorney’s fees as permitted by law.


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