How do I return an item?
How do I return an item?
RETURN & EXCHANGE POLICIES
you would like to exchange or return an item purchased in the last 30 days, you
will need to request a Return Authorization (RMA) number. We accept returns for
exchange or refund 30 calendar days after delivery of the product. At our sole
discretion after 30 calendar days, we will offer an exchange or store credit
only. After submitting your return request, we will review the information and
forward on via email an RMA number and instructions for returning the item. As an added convenience we can also email you a prepaid shipping label to return your item. Shipping fees will be deducted from your total credit.
ELIGIBLE ITEMS FOR RETURN
Items must be returned in their original packaging in unused condition. Damaged, soiled/used items will be refused and returned to you at your expense. Refunds will be issued back to the original payment form and price, less shipping and return shipping charges. Only Pine Cone Hill products are eligible for free RETURN shipping (please see details below) No returns will be accepted without an RMA number. If an item is received damaged or is incorrectly shipped by us please contact Customer Support immediately. Items that are defective and shipped from us, or items that you did not order but received fro m us will qualify for store credit or a cash refund. We reserve the right to cancel/modify our return policy at anytime. To obtain an RMA number email us at email@example.com
ELIGIBLE ITEMS FOR FREE RETURNS - PINE CONE HILL PRODUCTS ONLY
The customer is responsible for all shipping costs if seller is not at fault with the exception of Pine Cone Hill products. We offer free returns for all Pine Cone Hill products. Please follow the same process as outlined above and we will also email you a prepaid shipping label to return Pine Cone Hill products only. To obtain an RMA number and free return shipping label email us at: firstname.lastname@example.org
NON-ELIGIBLE ITEMS FOR RETURN
All Furniture, fabric, wallpaper, light fixtures, custom or personalized items, are final sale items. No changes or cancellations to the order can be made after 48 hours of the order being placed. Select brands including but not limited to the following are not returnable, exchangeable & are non refundable.
Currey & Company
DwellStudio furniture and rugs
Daisy - growth charts, artwork & lighting
Stray Dog Designs
During the holidays we have a special return policy for our customers. When items are purchased from November 1st through December 25th of the calendar year, the return/exchange date is extended out to January 31st of the following calendar year. Please note that the holiday return policy refers to in-stock items ONLY and all the policies above still apply. All furniture, custom items, bedding, personalized items are excluded from the holiday return policy as these items are final sale.
Custom, Personalized and Special Orders
Regretfully, custom, personalized and special order items are not returnable or refundable. You will have up to 2 business days from the date the order was placed to cancel a custom order and to have the amount refunded to your credit card. After 2 days custom orders are non-refundable and non returnable.
Furniture, Light Fixtures and Mirrors
Finish Variations: Many of our custom made furnishings are made from wood. No two pieces of wood exactly alike. Because wood responds to humidity levels, furniture can expand and contract over time depending on the climate. Please note that the degree of humidity or dryness in your home may cause some splitting in wood which will not affect integrity of the piece and should no be considered defective.
Certain types of wood have more visible knots and/or wood grain. Our craftsmen make every effort to conceal knots and grain on painted finishes, but due to natural resins within some wood types they cannot completely eliminate, hide or guarantee to the ability control them. Knots and grain may bleed through and slightly discolor the finish, this is especially true with lighter color/cream finishes. This is not to be considered a defect in craftsmanship but rather part of the beauty of wood. Irregularities in the finishes are not to be considered defects. While finishes are durable, they are not indestructible. We have many swatches available for many of our products and we are able to customers. Please note that many of artists custom mix paint for their finishes so swatch samples may vary slightly from actual finishes.
Lead Times and Delivery: Sugar & Spice Decor does everything possible to assure a smooth and prompt delivery of your furniture, light fixtures and mirrors. However, be aware and that from time to time circumstances are beyond our control that may result in a delay in the production or delivery of your items. We do our best to provide you with accurate lead times for each furniture manufacturer that we represent. Please note that estimated lead times are not a guarantee of a specific delivery date. Please feel free to contact us as the estimated delivery time approaches and we can give you a more specific idea of when to expect your order. Also, note that shipping time for freight items (which also includes furniture, and some large light fixtures ) is approximately 2-3 weeks from the time that the item(s) are scheduled for pickup from our manufacturer. We act as your liaison to best assist you in a prompt delivery of your order but please realize there are variables (weather, production, material delays) that are out of our control.
freight carriers schedule their deliveries during the business week, Monday through Friday between the hours of 9:00
a.m. and 5:00 p.m. Freight companies will contact you directly at least 48 hours prior
to the delivery to schedule a delivery date and time frame (typically 2-4 hour
blocks) that works for you. If you need to reschedule the delivery with our
carrier, please contact them as soon as possible so as not to incur any charges
for missed delivery appointments. If your scheduled appointment is missed, you
will be charged a delivery trip fee. Please do not arrange for the item/items
to be delivered when no one is home to receive them. If the freight company
contacts you to make an appointment for delivery and you are unable to accept
the delivery for any period of time, you may be liable for storage fees that the
freight company may charge for storing your item. Sugar & Spice Decor is not responsible for any storage fees.
Types of Delivery: For standard freight delivery, our shippers deliver furniture to your driveway. Premium in-home delivery is available for most items if you would like the item placed inside the threshold of your home or in a particular room up to 2 flights of stairs with all packing materials discarded. Please refer to the product page to see what types of shipping is offered for that particular item. If you ask the delivery company to assist you in assembling an item purchased from us, you are doing so at your own risk. Freight items can ONLY be shipped within the continental United States.
Receiving the Incorrect Item: If for any reason your custom furniture piece does not arrive with the specifications that you selected when ordering, Sugar & Spice Decor reserves the right to have the item or items replaced and reshipped at no additional charge to you. You should contact us immediately if this occurs so that we can get the replacement piece out to you as soon as possible.
Damage: Once you receive your delivery, please take time to inspect all freight shipped furniture items, light fixtures and mirrors carefully for any damage that may have occurred in transit and contact us immediately. Claims against damaged items must be made within 48 hours. Claims made after 48 hours cannot be accepted. Furniture items MUST be carefully inspected BEFORE you sign for the delivery.
WHEN DAMAGES OCCUR DURING FREIGHT DELIVERY
We do our best to ensure your items arrive in a timely manner and in perfect condition; there are some things that are beyond our control. We would like to be able to say that damage never occurs during transit, but unfortunately that is not always the case. Our freight carriers handle your pieces with greatest of care but it is important to understand that from time to time damages can, and sometimes do occur. If your piece arrives damaged, the freight company has the right to have the piece repaired and brought back to the manufacturer's standards at their expense. This is done by sending the damaged piece to a furniture repair medic or back to the manufacturer for repair. If the freight carrier determines the piece can not be repaired, you have the right to be reimbursed for your purchase or have another piece shipped to you at no additional charge and as expeditiously as possible.