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Customer Care

Browser Requirements

Brookstone.com is designed for Internet Explorer 7.0 and above; Mozilla Firefox 2.0 and above; and Safari 1.3 and above. If you currently use other browsers or versions, you may still access Brookstone, but some features may not work properly.
 
To purchase products online at Brookstone, you must use a browser that is SSL 3.0 compliant and has a "secure mode." (To make sure your browser is secure, look for a closed lock or an unbroken key at the bottom of the Checkout page.) You must also have JavaScript enabled in your browser's preferences.
 
If you wish to take advantage of Flash Interactive Media on select product pages, please be advised that you may need one of the above browsers. You may also need to download the Flash Plug-in.
 
If you have any problems ordering online, feel free to call our Customer Care Center at 1-800-846-3000. One of our associates will be happy to take your order over the phone.
 

Brookstone Protection Plus

Enhanced Coverage that Goes Beyond the Manufacturer's Warranty. Our innovative products will provide you and your family with years of enjoyment. And with the Brookstone Protection Plus service and replacement plans, you'll have the added peace of mind knowing that if the unexpected does happen, we will simply repair or replace your covered product.*
 
Our enhanced coverage goes above and beyond the manufacturer's warranty, saving you time and money.

An Easy Way to Request Service

If your covered product fails, simply call 1-866-302-4882 . Our Customer Care agents are standing by to assist you-24 hours a day, 7 days a week. Please make sure to have your receipt handy.

How to Order

Add the Protection Plus Plan to your Cart when ordering your major purchase online or ask your Brookstone® sales associate when ordering by phone: 1-866-576-7337.

Mobile Customers: At this time, Protection Plus plans are not available via our mobile site. To order a Protection Plus plan, please call 888-929-1210, or shop our full Brookstone.com HTML site.

Replacement Plan Benefits*

  • Protects covered products priced under $200
  • 1- or 2-year replacement plans**
  • Covers mechanical and electrical failures, including normal wear and tear
  • Power surge protection
  • Seam separation for pillows and cushions
If you are protected by a Replacement Plan, we will replace your product or reimburse you with a gift card equal to the original purchase price of your product.

Product Replacement Plans**

Product Price1-Yr Plan Price2-Yr Plan Price
$0 - $29.99$3.99$5.99
$30 - $59.99$5.99$8.99
$60 - $99.99$9.99$14.99
$100 - $149.99$14.99$19.99
$150 - $199.99$19.99$24.99

Service Plan Benefits*

  • Protects covered products priced $200 and over
  • 100% parts and labor coverage
  • 2- or 3-year extended service plans**
  • Covers mechanical and electrical failures, including normal wear and tear
  • No deductibles, no lemon guarantee
  • Power surge protection
  • Transferable for easy gift-giving

Extended Service Plans**

Product Price2-Yr Plan Price3-Yr Plan Price
$200 - $299.99$39.99$49.99
$300 - $499.99$49.99$69.99
$500 - $799.99$89.99$129.99
$800 - $1,199.99$129.99$179.99
$1,200 - $1,799.99$169.99$229.99
$1,800 - $2,999.99$209.99$289.99
$3,000 - $4,999.99$249.99$349.99
 $5,000 - $5,999.99  $599.99 $799.99
 $6,000 - $6,999.99$699.99
 $899.99
 $7,000 - $7,999.99 $799.99 $999.99
 $8,000 - $8,999.99 $899.99 $1,199.99
$9,000 - $9,999.99$999.99$1,299.99
$10,000 - $10,999.99$1,199.99$1,399.99

Chair Service Plan Benefits*

In addition to the above Service Plan Benefits, you will also receive:
  • Convenient in-home service as defined
  • Seam separation protection
If you are protected by a Service Plan, we will arrange for service through our nationwide network of professional service providers-and pay the repair bill!

Chair Service Plans**

Product Price2-Yr Plan Price3-Yr Plan Price
$0 - $499.99$59.99$79.99
$500 - $749.99$99.99$149.99
$750 - $1,499.99$159.99$249.99
$1,500 - $2,499.99$199.99$329.99
$2,500 - $4,999.99$329.99$429.99
$5,000 - $5,999.99$429.99$549.99
$6,000 - $6,999.99$549.99$649.99
*Limitations and exclusions apply. See Terms and Conditions for more information.
 
**Beyond manufacturer's labor warranty.
 

Return Policy

We want you to be satisfied with every item you purchase from us. All merchandise purchased from Brookstone may be returned within 60 days of the date of purchase with an original receipt to a Brookstone store or to our Returns Processing Center by calling 1-800-846-3000.

Returns made within 30 days of the date of purchase may be exchanged or refunded in the original form of payment.

Returns made between 31 – 60 days of the date of purchase may be exchanged or refunded for a merchandise credit in the form of a Brookstone gift card.

Returns made with a gift receipt within 60 days of the date of purchase may be exchanged or refunded for a merchandise credit in the form of a Brookstone gift card.

Cash returns that exceed cash on hand levels at time of return will be issued a refund by mail.

Some items cannot be returned if opened, including but not limited to the AR Drone and certain personal care items such as pillows, select massagers, and select other products.

Brookstone gift cards are non-refundable and are not redeemable for cash except to the extent required by law. Please see the back of our Brookstone gift cards for all applicable terms and conditions related to their use and redemption.

Select merchandise, including but not limited to massage chairs may be subject to a restocking fee or return delivery and/or shipping & handling charges except where prohibited by law.

The value of any promotional item or gift card given in conjunction with a sale and not physically returned will be deducted at time of the return.

All sales of items purchased at Brookstone Liquidation and Outlet centers are “as is” final sales and cannot be exchanged or returned for a refund or merchandise credit.

Purchases made using “gaming” or “player” points at casino stores are only returnable to the original location.

After 60 days, please refer to the original manufacturer’s warranty for product service issues.

PRIVACY POLICY
Your privacy is important to us. Please review our Privacy Policy at Brookstone.com.



Discount Exclusions

Gift cards, gift wrapping, taxes, Protection Plus Plans, Massage Chairs, Mattresses, plus the purchase of select products are excluded from discount offers. Click here to see all product exclusions.




Brookstone Limited Warranty

Brookstone/OSIM branded products purchased from Brookstone are warranted against defects in materials and/or workmanship under normal use for a period of ONE (1) YEAR from date of purchase by the original purchaser ("Warranty Period"). If a defect arises and a valid claim is received within the Warranty Period, at its option, Brookstone will either 1) repair the defect at no charge, using new or refurbished replacement parts, or 2) replace the product with a new product that is at least functionally equivalent to the original product, or 3) provide a store credit in the amount of the purchase price of the original product. A replacement product or part, including a user-installable part installed in accordance with instructions provided by Brookstone, assumes the remaining warranty of the original product. When a product or part is exchanged, any replacement item becomes your property and the replaced item becomes Brookstone's property. When a store credit is given, the original product must be returned to Brookstone and becomes Brookstone's property.

Obtaining Service: To obtain warranty service, call Brookstone Limited Warranty Service at
1-800-292-9819. Please be prepared to describe the product that needs service and the nature of the problem. A purchase receipt is required. All repairs and replacements must be authorized in advance. Service options, parts availability and response times will vary. You are responsible for delivery and the cost of delivery of the product or any parts to the authorized service center for replacement, per our instructions.

Limits and Exclusions: Coverage under this Limited Warranty is limited to the United States of America, including the District of Columbia and the U.S. Territories of Guam, Puerto Rico, and the U.S. Virgin Islands.

This Limited Warranty applies only to products manufactured for Brookstone that can be identified by the “Brookstone” trademark, trade name, or logo affixed to them or their packaging. The Limited Warranty does not apply to any non-Brookstone products. Manufacturers or suppliers other than Brookstone may provide their own warranties to the purchaser, but Brookstone, in so far as permitted by law, provides these products “as is.”

This warranty does not apply to: a) damage caused by failure to follow instructions relating to product’s use or the installation of components; b) damage caused by accident, abuse, misuse, fire, floods, earthquake or other external causes; c) damage caused by service performed by anyone who is not a representative of Brookstone; d) accessories used in conjunction with a covered product; e) a product or part that has been modified to alter functionality or capability; f) items intended to be periodically replaced by the purchaser during the normal life of the product including, without limitation, batteries or light bulbs; g) any product sold “as is” including, without limitation, floor demonstration models and refurbished items; or h) to a product that is used commercially or for a commercial purpose.

BROOKSTONE SHALL NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE USE OF THIS PRODUCT, OR ARISING OUT OF ANY BREACH OF THIS WARRANTY. TO THE EXTENT PERMITTED BY APPLICABLE LAW, BROOKSTONE DISCLAIMS ANY AND ALL STATUTORY OR IMPLIED WARRANTIES, INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND WARRANTIES AGAINST HIDDEN OR LATENT DEFECTS. IF BROOKSTONE CANNOT LAWFULLY DISCLAIM STATUTORY OR IMPLIED WARRANTIES, THEN TO THE EXTENT PERMITTED BY LAW, ALL SUCH WARRANTIES SHALL BE LIMITED IN DURATION TO THE DURATION OF THIS EXPRESS WARRANTY.

Some states disallow the exclusion or limitation of incidental or consequential damages or how long an implied warranty lasts, so the above exclusions or limitations may not apply to you. This warranty gives you specific legal rights and you may also have other rights, which vary from state to state.
 


Pricing and Error Disclaimer
While we strive to provide accurate and up-to-date information to our customers, there may be inadvertent technical or factual inaccuracies or typographical errors on this website. Brookstone does not warrant the accuracy or completeness of the information, text, graphics, links, or other items on the site, and we expressly disclaim liability for errors or omissions in this information, including pricing.

Important Safety Recalls

• The National Highway Traffic Safety Administration has issued a recall for certain ActivHeat Heated Car Seats sold at Brookstone (Item# 632927)). Please click here for important details.

• The U.S. Consumer Product Safety Commission has issued a recall for the Icon Folding Inversion Table sold at Brookstone (Item# 600437). This recall only applies to product purchased from April 2008 through February 2009. Please click here for important details.