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Customer satisfaction is our top priority, and if the item you've got didn't fit as well as you expected in your space or match your decor - you may return your purchase for a refund of the merchandise total within 14 days of delivery; all you need is to ship the item back to us. Return credits are issued within 24 hours once the item is received and inspected. Please note that shipping charges are non-refundable (Shipping charges also apply to the items marked at store with 'Free Shipping', because in case of "free shipping" we still pay to shipping companies to deliver item you've purchased).
*MOST IMPORTANT is that you inspect the package and item at the time of the delivery, before signing delivery slip.
Items must be in new condition and in the original packaging to qualify for a refund (please do not assemble or modify the product in any way). The few exeptions that cannot be returned include:
PLEASE NOTE: WE DO NOT ACCEPT RETURNS (EXCHANGES) BASED ON COLOR ISSUES. It's beyond our power and we cannot guarantee that the item you've purchased will mach 100% color you've seen on the picture at our online store. We work with different manufactures, and we get the pictures of their production from different sources (at this point some pictures can be bright, some can be dark; the pictures are taken by different photographers). All computers have different color settings, what means that each monitor adjust color in its own way. We can advice you to read carefully the description of the item then to believe the color you see on the picture. Also we can send you color-samples or fabric-samples if you are not really sure about the color, but the additional charges may apply (you'll get a discount for this amount if you purchase the item you've asked the samples for).
Here is more detailed information on specific moments of returns & exchanges:
In order to return item quickly follow the steps:
wrap the package carefully. ALL RETURNED PRODUCTS MUST BE IN ORIGINAL CONDITION AND PACKAGE, otherwise additional charges may be applied. You have to understand that we are not direct manufacturers of our products, and products will be returned to supplier's warehouse, and without original condition and packing, they can't be. Items without original packaging, or assembled will not be accepted for return;
return the product using your preferred shipping method to the address we provided you with;
save your return tracking number and if it is possible, e-mail it to us. So we can track the return. It is important that you save the tracking number and that you insure the return package in case there any issues in transit.
Return credits are issued within 24 hours once the item is received and inspected; credit will be issued to the credit card / paypal account used for the original purchase.
All manufacturers we work with make sure that their products are packaged to reduce possibility of damages during shipping and handling. Many of the items are double-boxed, and we refuse to sell products that are easily damaged during shipping. If an item does arrive damaged or with parts missing, please notify us within 14 days! But it is always much better that you inspect the package and item at the time of the delivery.
If it's happened that your item arrived damaged...
We're happy to send you replacement as soon as possible:
1. You notice the damage at the time of the delivery.
* Most important is that you inspect the package at the time of the delivery.
It is your responsibility to check that all items are correct and all pieces accounted for before you sign. If the product is damaged in shipping, you may choose to refuse the delivery. Please be sure to notify our Customer Service of your delivery refusal. Record the freight company's name and trailer so we may track the order back to our vendor or warehouse. Speed matters since most carriers only let us file freight claims within 48 hours of delivery.
If only part of an item is damaged, you may accept the order, note the damages, and contact us. We may be able to replace damaged pieces, but also after the claim was filed. All products properly returned under this policy are eligible for a refund, which may include an in-store credit or credit to the original payment method. If you return a product which was originally purchased with a gift certificate, you will receive an in-store credit as your refund. If you return a product that was given to you as a gift, you will receive an in-store credit as well as you refund.
2. You signed delivery papers and notice damage only after the delivery personal left.
Please, contact us immediately. Each case is personal, and only after you contacted us, we will be able to help you to do something (repair/return/exchange). But as it is explained above, it makes your case harder, and takes more time to make all of the arrangements.
Easy Steps to Follow when item arrives damaged:
Few more things you need to know:
E-mail us and include the following information:
*Contact info can be found inside 'About Us' section.
We offer our customers to add warranity kit for your furniture. 'Ultra Shield' warranty gives your new furniture protection against accidental stains and damages; provides cleaning and repair services when an accident occurs. The plans are administered by the Ultra Shield Customer Care team and are serviced by a network of certified furniture repair experts across the United States and Canada.
Our store has been in business since 2009. We set 'Customer's Satisfaction' as our main goal and the top priority. We admit that we're not always perfect, but we try hard to make you happy. We are always glad to answer your questions, help you to place an order. Don't hesitate to call us or send your messages.