Refunds and Returns
Given the general nature of our products, and logistics in distributing large/heavy product, we generally do not accept returns.
Should an issue arise, please contact us to discuss the circumstances. In special situations, arrangements may be negotiable, for example, involve a 25% re-stocking fee plus any/all transport costs associated with the transaction, if applicable.
Please note that color and various visual variations which are naturally occurring in materials are not considered defects.
Our site depicts specific products and their respective characteristics, but note some of our products natural resource products, and/or made to look like natural products. Product-to-product differentiation can occur, and we cannot guaranty a perfect match from site photo to end product.
If items are returned freight collect, the product will be refused.
We do not cover shipping costs either to or from a customer location, both on original purchases and any subsequent dealings.
If we sold or shipped the wrong item, we will cover all costs to remedy.
If a shipment is rejected by the receiving customer, we will not cover costs to return the item(s), or cover fees issued by the freight company, either for freight, duty, tax, or other.
REFUNDS
Generally N/A, however if a refund/rebate is being issued for any reason, please allow at least seven (7) days for processing, and note that refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email if/when your return/rebate has been processed.
ORDER CANCELLATIONS
We can accept order cancellations prior to shipping out the item(s), however if transportation has been initiated, we cannot alter the destination or turn-around the shipment. For any custom orders (example veneer or panels, cut/produced with special measurements for example), we can not cancel an order once the product is into production.
We will not initiate or attempt to change/alter destination of items shipped, or already in the hands of the freight company being used to ship the item(s).
DAMAGED OR DEFECTIVE PRODUCT
If an item is delivered to you damaged, we will pay for the return shipping, and arrange for replacement item(s) with no additional cost. It is the responsibility of the purchaser to inspect goods at the time of delivery. If upon inspection of a shipment, the product itself is visibly damaged, please call us while the driver is still there if at all possible. This will ensure that any damage occurred prior to delivery. If items are returned freight collect, the product will be refused.
If wrong items are shipped, we'll make arrangements ASAP to resolve.
CUSTOMER REMORSE
Generally N/A. If you purchased the wrong product, it doesn't fit, or it looks different than what you expected, we will try to accommodate a return, subject restocking fee mentioned above, and any/all fees, duty, tax, freight, etc., are covered by you the customer.
QUESTIONS
If you have any questions concerning our return policy, please contact us at:
+1 (416) 389-6762
dave@ship2user.com