Returns & Order Cancellation Policy
If you are for any reason not satisfied with your purchase, you may return most item(s) or cancel an order within 30 days after the purchase date. First, you must notify us of the product(s) you are returning or cancelling and you can do so by phone at 1-855-699-6635 or e-mail us. Please have your order number ready. For returns, we will provide you with a return authorization number. Please make sure that the authorization number is visible on the shipping box so that we can accept your return. “Make to order” or “custom” items cannot be returned except for Warranty purposes. “Make to order” or “custom” item orders cannot be cancelled.
Warranty Issues and incorrect Order Fulfilment:
We will arrange for the return shipping of any defective items or incorrect order fulfillment so that the return shipping will not cause additional expenses to you. Returned items that are claimed to be defective will undergo a detailed quality control. If the claim is approved and the item is defective, we will send you a new item free of any additional cost. If the quality control proofs that there is no defect or the defect was caused by improper handling or installation by the customer, you will have to pay for the repair or replacement as well as for the return shipping charges that we paid the carrier to return the item.
Returns based on “Change of Mind” or accidentally ordered incorrect items:
If you need to return items because you changed your mind or you accidentally ordered incorrect items, we will send you a RMA (Return Merchandise Authorization) form and ask you to attach this to the return shipping box so that the receiving warehouse can recognize what the received package is about. You can choose any courier you prefer, and you are responsible for the return shipping charges. Upon receiving the returned items, these will be inspected and properly re-packaged before being offered to other customers. We will then refund your purchase price with deduction of a 20% restocking fee. This is to cover the inspection and repackaging as well as merchant fees that were caused by processing your payment and refund. Furthermore, we only charge very low “flat fees” for shipping, and we pay the couriers usually much more than what we charge you for shipping. If this was the case with your order, we will also deduct the difference of the true shipping cost and the shipping charge you paid from your refund.
If you want to cancel an order because you have changed your mind or you accidentally ordered incorrect items, we will refund your purchase price with a deduction of a 5% cancellation fee. This is to cover non-refundable Credit Card transaction merchant fees that were incurred by processing your payment and refund, as well as a small amount to cover associated administrative expenses.