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Damages, Returns and Refunds


Damage Policy

Damaged or defective items will be replaced at no cost to you.
All items are shipped to you in the best possible packaging to ensure that you receive your purchase in perfect condition. Despite all these efforts, sometimes breakage does occur. It is just part of the logistics. Upon receipt and before the delivery person leaves, please inspect your package closely.
If you receive a damaged item, we will assist you in receiving a replacement or a refund as quickly as possible - at no cost to you, but please follow the instructions below.

 

Damaged Merchandise

If there is minor damage to the packaging, such as a puncture, tear, crushed corner, crumpled area, signs of water damage or anything similar, please indicate as such in writing when you sign for the shipment. You can write “Packaging Damaged” on the Receipt of the delivery or any paper that you are asked to sign. After opening the package, if the item is intact and there is no damage to it, then the packaging served its purpose and you are all set.

In the unlikely event that you find your product to be damaged upon opening the package, while outer packaging did or did not have any signs of damage, this is a case of a concealed damage and the following steps need to be followed. Please notify us right away by e-mail or through our “Contact Us” page. Keep all the packaging materials. Some carriers have a 48-hour window to report the damages after it was delivered, so the sooner we get the news from you, the better are the chances for the expedited and prompt resolution.

Important: Photos are required on ALL damage claims. Please supply us with the proof of the damage or defect with photographs of the package, packaging and the product. Good photos are invaluable in resolving the issue quickly, effectively and at no cost to you.
It is very helpful to have several photos taken of the area of damage, from different angles, under good lighting conditions. A good practice is to have a first photo taken of the overall package or product and progressively get closer to a damaged area with a few more photos. Photos must be clear, in-focus, and well-lit. So, please review them before attaching and emailing them to us, since blurry images or shortage of images will only delay the process of remedying the situation. Please keep all the packaging materials that came with the damaged product until we inform you as to what to do with it. It may be necessary to use it for the return of the product or to show it to the carrier’s inspector for examination.

 

Defects or Missing Parts

Although very infrequently, but some finish or material defects may occasionally slip through the quality control of the manufacturer, but worry not, we warranty all products sold for 30 days and most manufacturers do have an even longer, 1-year warranty. Whichever is the case, just notify us promptly and we will immediately take charge of the process to get your missing part or the unit replaced at no cost to you. Off course in order for these warranties to be effective, the discovery of the missing part or a defect must happen as soon as you received your product if it is obvious.  If the problem is not obvious and couldn’t have been reasonably discovered with a proper inspection, then such parts or entire unit generally are replaced even at the later date within the warranty period. Examples of such non-obvious defects may include: a lamp switch that stopped operating, a paint or a finish that peeled away or similar events that were not present at the time of the delivery. Customarily such issues warrant a no-cost replacement of a defective part or the entire unit or a refund. Normal wear and tear or abnormal and unintended use of the product are not covered by the warranty.

Important: Photographs are required on ALL defect claims, so please follow the guideline above in the “Damaged Merchandise” Section on how to take effective photos. Please retain all the packaging materials. It may be necessary to use it to send the product back to the factory if such is required by the manufacturer. Each manufacturer has its own protocol on part replacements. If doing so is not feasible, then the entire unit is often replaced or a refund is offered. Please contact us by e-mail or through our “Contact Us” page to get the process started.

 

Return Policy

You can absolutely return anything you’ve purchased if you are not completely satisfied.
See our guide below for guidelines and exclusions.
You may return your unused item in its original condition and packaging within 15 days of receipt.
After 15 days from the time you received the product we will not be able to accept it back for a return or a refund except for products with non-obvious, hidden defects covered under the warranty.

Non-covered Returns will be subject to a Return Shipping Fee. You will be responsible for the Return Shipping charges except for merchandise that was received damaged (see “Damage Policy”), defective merchandise (see “Defects or Missing Parts”) or incorrectly shipped merchandise.

If you received a damaged product (see “Damage Policy”), defective product (see “Defects or Missing Parts”) or incorrectly shipped product, the return shipping charges are covered and there is no cost to you for the Return Shipping. Customarily a Prepaid Return label will be sent to you to be used for the return.

Because refunds will not be issued in full for items damaged in return shipping or returns that are lost or never received, we highly recommend that you insure all return shipments and provide us with the shipment tracking number.

All returns must be approved by us and given an RA Number (Return Authorization number).
Please do not send your purchase back without a RA (Return Authorization) Number from us.
All returns without a RA Number (Return Authorization number) will be refused at the delivery and returned to the customer at the customer’s expense.
Products that pass the 15 days from the receipt cannot be returned.
Please adhere to these procedures for the fastest and trouble-free returns.
Returns must be returned in the same package and inner packaging and packed in the same way and be in the same condition it was delivered to you.
Returns must be shipped via the same carrier that was used to make the original delivery.

Please initiate a return by e-mail or through our “Contact Us” page.
Please include your order number and the name/number of the item or items in the order that need to be returned. Please write “RETURN” in the Subject Line and provide all the pertaining information, description of the problem, including all the photographs.

To initiate a return for an item delivered via freight carrier or in home delivery service, please contact us for instructions for that return.

Non-returnable:
Gift cards are not returnable.
Customized, custom or made-to-order products are not returnable.
After the delivery, assembled, installed, used, damaged or modified products or products with missing parts will not be accepted for a return.
Merchandise marked as “Non-Returnable” or “Final Sale” are not returnable.

Products that are out of the Warranty cannot be returned.

 

Refund Policy

Return Shipping costs are non-refundable (except see below). If you receive a refund, the cost of return shipping will be deducted from your refund except for merchandise that was received damaged (see “Damage Policy”), defective merchandise (see “Defects or Missing Parts”) or incorrectly shipped merchandise.

Before Refunds are processed, the return item has to be returned according to the provided guidelines (see “Return Policy “) and inspected. Once your return is received and passed the inspection, we will notify you regarding the status of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or issued via original method of payment.

There are instances when the refund may be delayed. In most cases this is an issue with a bank and/or the credit card company that handles the part of processing of the refund. Often the charges are in the pending status at these institutions and are not officially posted. Please allow extra time for the charges to get posted or you can contact your bank and/or credit card company regarding the charge status.

There are certain situations where only partial refunds or store credits are granted.
Any item returned for an exchange or a refund that did not satisfy our “Damage Policy”, “Return Policy” or “Refund Policy” may not be processed, refunded or may be subject to restocking fees and/or a partial refund. Therefore, please adhere to our protocol for hassle-free returns or refunds.
We want your experience to be a pleasant one, so if you uncertain of any details or have questions, please contact us by e-mail or through our “Contact Us” page.

Non-Refundable
Gift cards are not refundable.

Customized, custom or made-to-order products are not refundable.
After the delivery, assembled, installed, used, damaged or modified products or products with missing parts will not be accepted for a refund.
Merchandise marked as “Non-Returnable” or “Final Sale” are not refundable.

Products that are out of the Warranty are not refundable.

Please Note that we will not be liable for any installation, reinstallation charges or any additional charges or fees that may arise from delays associated with deliveries or the process of replacing damaged or incomplete or incorrectly shipped merchandise or parts.

 

Exchanges

Exchanges are considered to be a return for replacement.
There is no cost to you to exchange a product for an identical one if the original product was received damaged (see “Damage Policy”), was defective (see “Defects or Missing Parts”) or incorrectly shipped.
If you simply would like to exchange the product for other reasons, then it would fall under category of a non-covered return and should follow the return requirements of “Return Policy”. Return shipping charges will not be covered in this case.

 

Warranty policy

is 30 Days or the Manufacturer's Warranty. Normal wear and tear as well as damage due to unintended use are excluded from this warranty.

 

Need advice?
Have questions?
We are here to help.

Please contact us by e-mail or through our “Contact Us” page.