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Store Polices

Thank you for visiting our online customer service center. Please use our service directory to locate answers to commonly asked questions. Contact us if you are unable to find the information you are looking for on our website or wish to speak with a customer service representative. You can also contact us by telephone, mail or by visiting our store in Worcester.

Satisfaction Guarantee Return Policy

If you purchase any in-stock furniture and you are unhappy for any reason, notify Rotmans within 7 days and Rotmans will gladly replace it or refund your money less any delivery or pick up charges. Accessories have a 3 day return policy. Non-returnables include: (a) Special order merchandise (b) items which had been sold as "Final Sale," "Clearance," "As Is," or from the Attic Outlets (c) items which had been permanently affixed to another structure such as furniture built into a wall (d) carpet or vinyl cemented onto a floor (e) special labor costs required to disassemble or remove merchandise from the home such as the rip-up of installed carpet (f) mattress protector and pillows (g) mattresses before 30 nights or after 60 nights (h) foundations/box springs. See Sleep Satisfaction Guarantee below for details. Special order merchandise requires a non-refundable 35% deposit. In the event of cancellation this deposit is not refundable. When any merchandise becomes available for delivery or pick-up, under certain circumstances Rotmans will hold it for up to 14 days. Beyond 14 days the order may be cancelled, deposits forfeited, and merchandise released to other customers. Attic merchandise and floor samples can be held for up to 3 days only.

Price Guarantee

We’re so sure that our prices are the lowest that if within 30 days of purchase you are able to find the identical item within our market area for less under the same conditions of Rotmans full customer service, Rotmans will refund the difference, plus 20% of the difference.

Compare at Prices

Rotmans’ “Compare at Price” is similar to prices referred to as “Suggested Retail Price (SRP)”, "List Price" or “Full Price” within the retail industry. Compare at prices are used as reference prices and are higher than you would expect to pay through a full-line furniture store such as Rotmans, but is often the starting price for Non-Traditional Retailers, Specialty Stores, Design Studios and Independent Contractors.

Our compare at price is used to provide a realistic guide or reference price for comparing furniture, flooring, carpet, window treatments, area rugs, mattresses and accessories of similar quality based on major retailers' non-sale prices and may not reflect actual sales at those prices; intermediate mark downs may have been taken.

Some exclusions may apply: Tempur-Pedic, Stearns & Foster, Hybrid and Optimum by Sealy, Beautyrest Black and Serta iComfort, Attic Merchandise, manufacturer’s price protected merchandise, Ekornes/Stressless and Super Value items.

Errors in pricing or specifications may occur. We reserve the right to correct any such errors.

At Rotmans, you will never pay full price.

Web Pricing Policy

In the event that a product price is displayed incorrectly on our website due to typographical, technical or other error, Rotmans Furniture reserves the right to refuse to sell the product at the incorrect price.

Service Policy Guarantee

Some of Rotmans manufacturers offer limited or extended warranties on their products. In all cases, however, any furniture sold by Rotmans is warrantied by Rotmans to be free from defects in workmanship and material for a period of one year from receipt of merchandise. See exclusions listed in paragraph above. Should new merchandise prove defective in workmanship or material within one year from date of delivery, Rotmans will provide professional repair service in our scheduled delivery area without charge. After one year's time, if the merchandise is in need of repair Rotmans may, as a courtesy, inspect the merchandise on a charge basis. Rotmans may recommend an appropriate outside repair service to further assist the customer. If parts are required to repair the merchandise, Rotmans will attempt to contact the manufacturer and order the parts, if available, on a charge basis. NOTE: All service claims must be called into our Service Department. The customer must have sales receipt to process any inquiry.

Sleep Satisfaction Mattress Policy Guarantee

After sleeping on your new mattress for a minimum of 30 nights and up to a maximum of 60 nights, if you are not satisfied you may reselect a new mattress of equal or greater value from the same manufacturer. The replacement mattress must be selected within one week after you notify Rotmans. The original purchase price will be credited towards your new selection less a $249 disposal fee. This guarantee applies to the mattress only (not the foundation/box spring) and is available on a one-time basis after the original purchase. The mattress must be in clean condition. Free of stains or spills and the “law label” must be attached. The mattress cannot be returned or exchanged if any of these conditions do not exist.

Delivery Policy

There is a $50 redelivery charge if you are not at home to receive delivery on the scheduled date, unless you notify Rotmans at least 48 hours in advance.

Measure the room space, stairways, hallways and doorway openings to be sure the furniture will fit. If you’re within our normal delivery area, and you’re unsure about fit and need professional advice, call our Advance Delivery Scheduling office (800) 768-6267. Rotmans will be pleased to send a representative out to your home to measure your space in advance of delivery. Rotmans is unable to hoist furniture.

Please be sure the walkways and the areas receiving the furniture are free from all obstructions. (Especially snow and ice in winter.)

Our drivers are not allowed to remove from your home old furniture or steel bed frames.

If you live in Worcester County and wish to donate your good, recyclable furniture call the Furniture Exchange (508) 791-7265 as soon as possible. (See Furn Exchange brochure.)

Our drivers are not permitted to detach and re-attach wires and connections of your electronics. Please have all of your electronics detached before delivery of your new Home Entertainment or Home Office furniture.

Our drivers are not permitted to move existing furniture when they arrive at your home to deliver new furniture and carpet. Please arrange to have the necessary furniture moved before the drivers arrive.

Rotmans Delivery Department will call you the day before delivery to confirm the date and 4 hour time frame for your delivery. At that time, please inform Rotmans of the name and phone number of the person who will be receiving the delivery.

When delivered, inspect your merchandise and be sure to sign the slip stating that you’re satisfied with your delivery.

Your purchases must be paid in full or approved for financing before delivery can be scheduled.

Please save your sales reciept for all future reference.

Pick-up Policy

Merchandise can be picked up at either our showroom in Worcester or our distribution center in Clinton. Please be sure to communicate your choice of pick-up location to your Sales Associate prior to picking up, as in some cases goods may need to be shuttled from one location to the other to accommodate your preference. In the event goods must be shuttled from one location to another for Pick-Up, a $25 transfer fee will be applied to your order. This fee will cover your entire order's transfer from one location to another. Customers picking up at our Worcester showroom should drive to the Customer Service/Pick-Up door (#9) located at the back side of the showroom building, on Brussels Street.

ID is required for all pick-ups. Please call the Customer Service Department at (508) 438-4010 in advance if someone other than the person named on the sales order will be picking up. No merchandise will be released without identification.

Our associates will help you load and secure your merchandise into your vehicle. Rotmans cannot be held liable for merchandise secured to rooftops or placed in open vehicles. Please be aware that in many cases pick-up items will require some customer assembly.

If an item needs to be returned it must be returned in the original condition and original packaging.

Shipping Policy

Rotmans Gift Cards can be shipped anywhere in the USA. Furniture products can be delivered within our New England trade area. Applicable delivery charges will be calculated in your shopping cart. See our delivery page for more info on our delivery areas.

Furniture Protection

Optional fabric, leather, and wood protection are available at an additional charge for many of our products. A specific charge for this protection must be included on your receipt as proof of purchase.

Refund Policy

All refunds by check, credit card, or Rotmans Charge are issued by our Corporate Office in Worcester, MA on weekdays only 10am-5pm. No cash refunds. Refunds on customers’ checks will be made after 14 days from payment date due to bank delays. Refunds made on bank cards and Rotmans Charge will be credited to the account used at the time of purchase.

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