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All sales are final.
Return Process
Step 1 - Acquire authorization and instructions
To begin the return process, please call one of our fully trained customer service representatives.
Quick Return Manufacturers (IRGA)
In most cases we will immediately email you a Return Goods Authorization (RGA) number to return product along with a label and return instructions.
Step 2 - Shipping product back
Ship the item to the warehouse. Below are the keys to a successful return:
- Good Packaging: Re-pack products for return in the original box with original packaging material. Use the return label provided or your own label and write the RGA# exactly as instructed by Decor-Store. Do not write on the box to maintain its like-new condition. Improper labeling may result in the denial of return.
- Ship & Insure: Next, ship the product to the warehouse address provided using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered, please do not ship USPS because they cannot provide these guarantees. If we are unable to confirm delivery of your item, this may result in the denial of a refund.
- Tracking Number: We recommend using a carrier that will provide you with a return tracking number as this will speed up your return process. Retain your tracking number and email it to us at support@decor-store.com so that we can check on the progress of your return. If you have not received credit within 14 days from the date of delivery to the warehouse, please contact customer service at 1-561-932-0301 and provide them with the tracking number so that we can expedite the credit process for you.
You will have 7 days in which to return the product from the date that we receive approval from the manufacturer. After 7 days, the Return Authorization will expire and no replacements or refunds will be given.
In the event that a return becomes damaged on its way back to the return destination, Decor-store will inform the customer via email that the item was received damaged and hold the product for up to 30 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct Decor-store concerning what to do with the damaged product. If Decor-store has not received notification or response from the customer within 30 days, the item will be donated or destroyed.
Step 3 - Refunds
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin.
Customers will be refunded via the same method in which the item was purchased or via check. Refunds via check are typically issued within 14 business days of final approval.
Items returned without the proper RGA# or sent to the wrong warehouse are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.
Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.
Items not eligible for returns
- Custom orders (i.e. products that are built-to-order or any item labeled non-returnable on the product page of the Website).
- Special purchases, including: clearance items, inventory sale items, custom quotes, special discounts, etc.
- Any item that has been assembled, installed (including cut or clipped wires), modified or used in any way.
- Any item that is not in resalable condition.
- Any item not accompanied by a Return Merchandise Authorization Number (RMA#) issued by Decor-store.
- Any item that is not in the original box with sufficient packaging materials.
- Large orders: (Orders containing 10 or more of a single item or orders with an invoice total greater than $2,500). When ordering large quantities, we suggest ordering a sample for evaluation.
- Expedited shipping and charges for shipping to Alaska, Hawaii, and International destinations.
- Any item not purchased from Decor-store.
Damaged & Defective Goods Policy
At Decor-store, we understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand by you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion- at no expense to you. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item.
Small Package Deliveries
For smaller UPS or FedEx deliveries that are damaged in transit, please contact our customer service team immediately instead of refusing the package. If damages are reported within 7 days for UPS or Fed-Ex deliveries, we can file a claim on behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify Decor-store of defective or damaged merchandise within two business days of receipt.
Large Package Deliveries
Immediate inspection is especially important when receiving large items from common freight carriers. In this case, it is important to notate any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged.
Customers who sign for delivery and do not notate "damage" assume responsibility if merchandise is damaged. If the product itself appears significantly damaged, you may refuse delivery. Please notify Decor-store of refusal so we can anticipate the return and send out a new item.
Decor-store will repair or replace the damaged or defective goods for no additional charge. If a return is desired instead of replacement, the "Standard Return Policy" above applies and there may be a restocking fee and our initial shipping and handling costs will be deducted from the credit.
Failure to follow return procedure for the damaged item may result in a charge for the free replacement item.
Returned items that are found to be in working condition or shipped as ordered may not be eligible for a refund. In such a case ATG Stores will email you for your decision on whether to ship the item back to you at your expense or be refunded minus a 50% restocking fee.
Cancelled Order Policy
Any order placed with Decor-store and processed by us, then cancelled before shipping will face a 20% restocking fee before a refund is initiated.
All glass and stone products are sold by full master cartons only.
Southern Cross Building Products
3461 High Ridge Road
Boynton Beach, FL 33426
Phone Number 561-932-0301
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