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Claims and Online Returns

CLAIMS & RETURNS POLICY

We want the process of choosing and receiving your cabinets and furniture to be enjoyable and simple. We are confident in the quality of our products, but we understand that there are times when a return or claim is necessary. Whatever the situation may be, we will do our best to resolve it.

If additional help or clarification is needed, please contact us at [Insert General Support Email Here] and we will respond as quickly as we can.

CLAIMS (DAMAGED, DEFECTIVE, OR INCORRECT ITEMS)

We are so sorry that your item arrived damaged, defective, or incorrect! Please notify your sales representative or the Claims Department at [Insert Claims Email Here] within 48 hours of receiving your item to initiate a claim.

Delivery Acceptance and Inspection

Your responsibility during delivery is critical:

  • Note Damage on Delivery: You are responsible for fully inspecting all items upon delivery and for noting any damage or missing items directly on the Proof of Delivery (POD) receipt before signing.

  • Do Not Sign Undamaged: Do not sign the POD as clear if you notice any damage or if not all items listed were received. Make a clear, detailed note on the receipt of the damage or missing item(s).

  • Document and Report: Take a photo of the delivery receipt with your notations. Immediately email it to your sales representative and/or the Claims Department.

Required Claim Information

Please include the following information in your claim email:

  • Which item is damaged or incorrect

  • An image of the damage or defect

  • An image of the interior and exterior shipping packaging

  • Note if you do or do not have the original packaging

  • A description of the damage or defect

  • What outcome you'd like for your claims (i.e., replace, repair, or refund)

Your claim representative will contact you within 2-3 business days with the next steps. Our policy states that you have 48 hours from the time of delivery to submit a claim for damage, defect, or error.

ONLINE RETURNS

Please note that this is our Online Return Policy. For questions regarding our showroom return policy, please contact us at [Insert Phone Number Here].

STEP 1: Check Item Return Eligibility

All returns must be in their original, unused condition and with their original packaging.

RETURNABLE ITEMS

(Within 14 business days of delivery)

  • Small non-custom hardware, samples, or accessories

  • Defective or incorrect items (Handled through the Claims process above)

NOT RETURNABLE ITEMS

The following items are not eligible for return or refund under any circumstances (unless deemed damaged or defective through the claims process):

  • All Cabinetry and Millwork: This includes stock, semi-custom, and custom cabinet orders.

  • All Special-Order Furniture: Such as custom upholstery, items with selected finishes, or any item that has been placed into production specifically for your order.

  • Cut Goods: Including countertops, custom moulding, and millwork.

  • Installed Items: Any cabinet, piece of furniture, or fixture that has been installed or modified.

  • Large Furniture Items (e.g., conference tables, desks, storage units).

  • Gift cards.

  • Final sale or clearance items.

  • Any items delivered more than 14 business days ago.

  • Items damaged through normal wear & tear or misuse.

  • Items with natural variations or imperfections inherent to the materials (e.g., wood grain, knotting, natural stone veining).

STEP 2: Initiate a Return

If your item is returnable, initiate a return by logging in to your account on our website. Find the order you are wanting to return and click "Request Return." If you have any questions, please email us at [Insert General Support Email Here].

Frequently Asked Questions (FAQ)

Topic

Policy Detail

Shipping Fees

The customer is responsible for all return shipping fees, unless an item is received by the customer damaged, defective, or through our shop's error.

Restocking Fee

All returned items are subject to a 20% restocking fee.

Return Risk

Customer is responsible for adequately and correctly packaging the return. The Shop is not liable for damage caused by incorrect return packaging. Items that are returned to us damaged will not be eligible for a refund and will be returned to the customer at their expense.

Refused Delivery

If a delivery is refused for reasons other than verifiable damage or defect, customers will receive a store credit, but will still be charged a 20% restocking fee and the full shipping fees.

Non-Refundable Fees

Delivery, assembly, and installation fees are non-refundable.

Refund Method

Items returned within 14 business days from delivery will be refunded to the original form of payment or as store credit, minus the 20% restocking fee.

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