Requests for a return can be made within 30 days of delivery. Please call (800) 504-9974 opt 3 or email [email protected] to request an RMA # (Return Merchandise Authorization) and ship back the item within 30 days of the original delivery. Merchandise returned must be in its original condition and original packaging to receive credit. If merchandise arrived on a pallet, the return must be returned in the same manner. Tile returns must be in original FULL boxes. Credit is subject to inspection of the merchandise being returned. Once the merchandise is received and inspected, the credit will be issued within 5-7 business days. Regular returns are subject to 15% restock fees and return shipping fees.
Merchandise that cannot be returned
Special Order items – any item listed as Special Order or Custom is non-returnable
Merchandise over 30 Days from the day you received your order
Original boxes that have damage or markings on them
Merchandise installed, scratched or dented or in not as new condition
If merchandise is missing accessories and/or manufacturer documents, product literature, or any other documents that were included with the original merchandise
Floor Samples, Discontinued, Final sale or Clearance items
Merchandise that is marked as non-returnable or non-cancellable on your receipt
Natural Stone (Due to the nature of natural stone it may differ from what is displayed. No two stones are the same)
Tiles that are not in original packaging and not FULL boxes
Washlets, toilet seats and bidets
Merchandise shipped to us or our vendors without an RMA number
Customer Responsibilities (Inspection, Shipping charges and Restock fees)
In the event that you received the wrong merchandise, missing merchandise, or your merchandise arrived damaged, you must report this within 48 hours to qualify for a cost-free replacement. Damages to the box must be noted on the bill of lading (shipping courier’s forwarding receipt form) and reported to Customer Support within 48 hours of receipt of your merchandise. After 48 hours, it is assumed that your order arrived in perfect condition and that all the correct items were received. If you are planning to install or use the merchandise at a later time, please inspect the item(s) within 48 hours and store it safely away. If someone else signs for your order when delivered, it is as if you received the delivery personally and you assume the responsibility. If you decide that you don’t want the merchandise ordered, or you are returning the merchandise due to buyer’s remorse, you will be charged for the return shipping to the manufacturer’s/distributor's warehouse and a 15% restocking fee will be applied. A return shipping quote and return label can be provided to you upon request. Decorplanet.com does not charge our customers for outbound Shipping and Handling and absorbs this cost. However, if you refuse delivery of an undamaged product, you will be responsible for return shipping charges and may be liable for original shipping charge. If your order was delivered by Decorplanet.com’s Local Delivery Fleet, you are responsible to bring or ship the returned merchandise back to our warehouse for inspection. Our drivers are unable to pick up returned merchandise from our customers because they are not qualified to perform inspections of the merchandise being returned. Please be advised DecorPlanet.com is not liable for any additional charges incurred by the customer following the delivery of a damaged product. If a replacement order is requested the item(s) are subject to normal lead times and do not qualify for expedited shipment nor additional compensation.
RETURNS AND EXCHANGES DUE TO SHIPPING DAMAGE
If you receive a damaged item, Decorplanet.com will replace the item free of charge, or you may elect to have a store credit. Please follow instructions below:
- Inspecting and receiving your Merchandise
Please inspect your package carefully when it arrives and note the condition of the box. Keep in mind that by signing the shipping courier’s forwarding receipt form, you are acknowledging that your merchandise arrived in good condition and Decorplanet.com will not be able to file a claim with the shipping carrier.
- Signing for your Merchandise
You must notate damage/damages/missing items on the delivery receipt, in order to receive replacement merchandise at no cost. If you see damage to the box or missing boxes, Accept the Shipment and write on the shipping courier’s forwarding receipt form: “Damaged or Missing Boxes”. When you bring the shipment into your home, carefully inspect each and every item for damages/shortages.
- Notifying Customer Service of damage/shortage
Please take (5) pictures of the item and the packaging it came in and email this information along with a detailed description of the issue to [email protected] within 48 hours. Please provide your order number in the subject field of the email for quicker processing. You can also contact our Customer Service department by phone for instructions on how to file a claim at (800) 504-9974 opt 3. Replacements due to damages/shortages must be requested within 48 hours of your delivery. Unfortunately, after 48 hours we will not be able to file a claim due to the carrier’s claim restrictions, and it is assumed that all merchandise was received in good condition so you will be responsible for the cost of the replacement item(s). If you or your representative signs for the item indicating damages on the bill of lading, our Customer Service department must be notified within 10 business days of your delivery to receive your replacement item/items free of charge. After 10 days, you will be responsible for the cost of replacement. If the merchandise has been installed, we will not be able to file a claim or provide a replacement.
If the merchandise you receive is found to be defective due to a manufacturing defect, a request for the replacement of the defective merchandise must be made within 30 days of the delivery of your order. Please email pictures (or video) along with a detailed description of the defect to [email protected]. Please provide your order number in the subject field of the email for quicker processing. You can also contact our Customer Service department by phone for assistance on how to file a claim at (800) 504-9974 opt 3. DecorPlanet.com will first exchange any defective part free of charge or replace merchandise as warranted. Merchandise returned as defective, which is found not to be defective, will be subject to a 15% restocking charge, along with the return shipping and handling charges. If a defect occurs after 30 days of delivery, you must contact the manufacturer directly for warranty information. Decorplanet.com will not cover any labor or other costs of removal or installation, nor shall Decorplanet.com be responsible for any other incidental or consequential damages attributable to a product defect or to the repair or exchange of a defective product or part.
All floor samples, including faucets, have a one-year warranty from the date of purchase. Discontinued faucets and faucets with imperfections that were sold for $25 have a 30-day warranty from the date of purchase.
Your order can be cancelled for any reason and a full refund will be guaranteed if cancelled during the cancellation time window. If the merchandise has been scheduled to ship from our own or our supplier’s warehouse, then we cannot guarantee your cancellation request and fees may apply. Customer is responsible to check with our Customer Service representatives who can inform you the status of your order and advise whether the order can be successfully cancelled. Please note that we strive to ship out your order ASAP for your convenience, so there may be times items ship earlier than the estimated date quoted. You can reach us via chat or by calling (800) 504-9974 option 2. After the cancellation of your order, we will either credit your purchase amount back to your credit card or issue a check to your address. It usually takes 5-7 business days for the credit to be issued back to your original form of tender.
Products that cannot be canceled
Special Order items or products that are marked as non-returnable and or/non-cancelable on your receipt, Floor Samples, Discontinued, Final sale or Clearance items, Custom/Special Order Merchandise or merchandise made to order or Fabrication.
FLOOR SAMPLES/DISCONTINUED/SPECIAL ORDER
All floor samples are final, with no returns or exchanges. This would apply to discontinued or clearance items as well. Merchandise that is marked as non-returnable and/or non-cancelable, Custom/Special Order Merchandise, or Merchandise made to order or Fabrication must be paid in full at the time of purchase. No merchandise will be shipped or delivered unless paid in full. Please refer to the order cancellation section above.