RETURN POLICY
Exceptional Furniture stands behind every product we sell. By placing an order with Exceptional Furniture and by not canceling your order within the cancellation period per the Exceptional Furniture Cancellation Policy, You agree to our Return Policy: Overview: FOR NON DAMAGED ITEMS: Exceptional Furniture will credit back the total amount of your order less the original Shipping and Handling fees for shipping to you and the return shipping fees to our warehouse. Exceptional Furniture also charges an additional 25% Restocking Fee to prepare the item(s) again for sale.
FOR DAMAGED ITEMS:
In exceptional circumstances, a product may suffer damage from the shipping process. You must acknowledge any problems relating to your order immediately upon delivery by writing a description of the problem and the box condition(s) on the Bill of Lading as well as, taking pictures and forwarding them to [email protected]">][email protected][/link]. You should refuse the delivery ONLY if there is significant damage.
We encourage you to contact us immediately at 1-718-499-4499 of any issues so we may provide you with explicit directions regarding your order.
YOU agree to allow Exceptional Furniture, the manufacturer, and/or the Exceptional Furniture shipping agent the opportunity to remedy the damage or defect issue. YOU agree to accept the remedy selected by Exceptional Furniture, the manufacturer or the Exceptional Furniture shipping agent. Remedies MAY include but not limited to repair by a professional furniture repair technician, part replacement, both repair and part replacement, or full unit replacement at no additional cost to you. If only a portion of your shipment is damaged and you refuse to allow Exceptional Furniture, the manufacturer or Exceptional Furniture shipping agent the opportunity to remedy the damaged item, then please note: you do have the option to return the entire order with the non-damaged portion being returned in accordance with our NON-DAMAGED Return Policy.
NO RETURNS:
If You or a Exceptional Furniture representative on your behalf places an order through the Exceptional Furniture website and the item(s) listed in the order confirmation are incorrect, YOU are responsible for (1) reviewing the email order confirmation details; (2) notifying Exceptional Furniture within 24-hours if YOU did NOT receive the order confirmation email; (3) any errors, typos or inaccuracies in the order confirmation email so that Exceptional Furniture may revise the order details to reflect what YOU want to order and where YOU want the order shipped to.
If Item(s) with a finish, color or texture that is different from what YOU saw at the Exceptional Furniture website, any website other then Exceptional Furniture, at a physical furniture store, or recommendations YOU received from a Exceptional Furniture sales representative. Finishes and colors online may not accurately represent the true color or pattern. Exceptional Furniture offers a FREE swatch/sample program for participating manufacturers. Exceptional Furniture will mail YOU Free samples (if in stock) for YOUR consideration. Should YOU elect not to take advantage of this program, YOU accept liability for YOUR purchase.
NO REFUNDS ARE PERMITTED WHATSOEVER AFTER 7-DAYS FROM RECEIPT OF ORDER
NO REFUNDS FOR INTERNATIONAL ORDERS
RETURN POLICY: FOR NON-DAMAGED ITEMS:
If an item is determined by Exceptional Furniture or the manufacturer to be free of defect or damage, and YOU are not 100% satisfied with your order, YOU may return the item(s) YOU purchased by following the steps outlined below to qualify for either a refund or exchange.
1) YOU MUST e-mail us a request for a Return Authorization Number within SEVEN (7) DAYS of delivery. View Form
2) RETURNED ITEMS MUST BE RECEIVED BY EXCEPTIONAL FURNITURE WITHIN 14 DAYS FROM THE DATE THE RETURN AUTHORIZATION IS ISSUED.
3) Exceptional Furniture will calculate and provide to you in writing via email all return costs and fees. A Return Authorization number will NOT be issued until Exceptional Furniture receives written acceptance from YOU of all return fees, terms and conditions via email or fax.
4) Refunds, if applicable, will not be issued until item(s) are inspected by Exceptional Furniture, manufacturer or authorized 3rd party agent of Exceptional Furniture.
5) Item(s) do NOT qualify as Non-damaged or Non-defective Return if:
a) YOU received delivery of an item(s) with a finish, color or texture that is different from what YOU saw at the Exceptional Furniture website, any website other then Exceptional Furniture, at a physical furniture store, or recommendations YOU received from a Exceptional Furniture sales representative. Finishes and colors online may not accurately represent the true color or pattern. Exceptional Furniture offers a FREE swatch/sample program for participating manufacturers. Exceptional Furniture will mail YOU actual samples (if in stock) for YOUR consideration. Should YOU elect not to take advantage of this program, YOU accept liability for YOUR purchase.
b) You or a Exceptional Furniture representative on your behalf places an order through the Exceptional Furniture website and the item(s) listed in the order confirmation are incorrect, YOU are responsible for (1) reviewing the email order confirmation details; (2) notifying Exceptional Furniture within 24-hours if YOU did NOT receive the order confirmation email; (3) any errors, typos or inaccuracies in the order confirmation email so that Exceptional Furniture may revise the order details to reflect what YOU want to order and where YOU want the order shipped to.
6) FOR ALL ELIGIBLE RETURNS:
a) Items must be unused and free from damage, pet hairs, soil, or stains.
b) Item(s) must be returned in its original packaging or equivalent with a Return Authorization Number affixed to the outside of the package.
c) If RA approved, we will arrange for a carrier pickup date and have the carrier contact YOU to schedule a pick up date.
d) Item(s) will not be picked up unless properly packaged by YOU including patching any holes or re-securing corners, box top and bottom.
e) If YOU discard the original packaging or it was removed from the premises by the Exceptional Furniture delivery agent, YOU are still responsible for sourcing the same kind of packing materials and re-packing the units the same way as delivered. YOU are financially responsible for any item(s) damaged due to inadequate packing materials and/or packing UNLESS Exceptional Furniture can document the returned item(s) were mishandled by the carrier on the return delivery including but not limited to holes and tears in the packaging. Exceptional Furniture will provide you with photos of the packaging and re-calculate your refund less the costs to repair or replace the damaged item(s) if applicable.
FULL REFUNDS WILL NOT BE ISSUED IF:
1) The item(s) is determined by Exceptional Furniture or the manufacturer to have been used, damaged by YOU, has pet hairs, soil, or stains.
2) If the item(s) was returned C.O.D.
3) If the item(s) is not returned in its original packaging or equivalent.
4) If the item(s) does NOT have a Return Authorization Number affixed to the outside of the package.
5) If the item(s) are returned with damage and cause of damage is NOT a result of shipper's mishandling.
RETURN POLICY: DAMAGED ITEM & REMEDY PROCESS:
In exceptional circumstances, a product may suffer damage from the shipping process. You must acknowledge any problems relating to your order immediately upon delivery by writing a detailed description of the issue and the box condition(s) on the SHIPPER'S Bill of Lading. You should refuse the delivery ONLY if there is significant damage.
We encourage you to contact us immediately at 1-718-499-4499 of any issues so we may provide you with explicit directions regarding your order.
You agree to notify Exceptional Furniture at time of delivery of any damage or defect issue:
1) Exceptional Furniture will email you a Damage/Defect Notification Form (DDNF) which YOU are required to follow the instructions, complete and submit said form to Exceptional Furniture within SEVEN (7) DAYS of order delivery date. If YOU do not receive the DDNF or do not have an email address, YOU must notify Exceptional Furniture immediately and provide an alternative email address, fax number or mail address so Exceptional Furniture can send YOU the DDNF.
Exceptional Furniture is NOT liable or responsible to remedy any damage or defect issue IF YOU do not send Exceptional Furniture a DDNF within SEVEN (7) DAYS from delivery date.
2) YOU agree to inspect ALL outside and inside packaging at time of delivery, and notate on BOTH the shipper's Bill of Lading AND the DDNF if there are any holes, crushed corners, tears, indentations or other markings. If packaging is in excellent condition, YOU will note that on the shipper's Bill of Lading.
3) YOU agree to provide digital photographs as part of the DDNF of the damaged units AND the packaging. If YOU are unable to supply digital photos, YOU will allow Exceptional Furniture more time to remedy the damage or defect.
4) YOU agree to pay any re-delivery charges should refused deliveries be determinged as unwarranted following a review of YOUR order details, photographs and written report from the shipping agent. Unwarranted refusals may include but may not limited to YOU receiving delivery of a unit YOU ordered in error, merchandise not fitting through a doorway, or minor and reparable damage/defects like scratches, chips or dents, or missing pieces.
5) YOU agree to keep original boxes and packaging materials through 7-day period in case of return.
6) YOU agree to cooperate with Exceptional Furniture to help donate the damaged or defective merchandise to a local charity should Exceptional Furniture or manufacturer chooses that option.
7) Exceptional Furniture and/or the manufacturer, at its discretion, will determine if damage was caused as a result of shipping damage based on the information provided by YOU in the DDNF and/or by additional information requested by Exceptional Furniture and provided by shipping agent.
8) For items after the seven (7) days after delivery, Exceptional Furniture will honor any manufacturer defect so long as the defective part is under warranty at the time a DDNF is received by Exceptional Furniture. Manufacturer defects must be reported to Exceptional Furniture through the DDNF but customer is responsible for knowing the manufacturer's warranty period. Exceptional Furniture will not pay for any parts or repair should a DDNF be received by Exceptional Furniture after the expiration of the manufacturer's warranty period.
10) If Exceptional Furniture is unable to remedy the damage or defect, and YOU followed all procedures listed above within required timeframes, Exceptional Furniture will refund YOU in full for all payments made to date, and provide YOU with instructions what YOU or Exceptional Furniture will do with the damaged or defective furniture.
11) If only a portion of your shipment is damaged and you refuse to allow Exceptional Furniture, the manufacturer or Exceptional Furniture shipping agent the opportunity to remedy the damaged item, then please note: you do have the option to return the entire order with the non-damaged portion being returned in accordance with our NON-DAMAGED Return Policy.
12) YOU agree to pay all costs outlined in the Exceptional Furniture NON-DAMAGED return policy should it be determined by a Third Party, Exceptional Furniture or the manufacturer that item(s) YOU claim to be damaged or defective are NOT damaged or defective. YOU agree to accept Exceptional Furniture final determination following a third party, Exceptional Furniture and/or manufacturer inspection of item(s), and review of the DDNF and photos (if provided).
NO REFUNDS ARE PERMITTED WHATSOEVER AFTER 7-DAYS FROM RECEIPT OF ORDER.
NO REFUNDS FOR INTERNATIONAL ORDERS
All International orders shipped outside of the 48 contiguous United States are FINAL SALE and are not returnable, non-refundable or may not be canceled for any reason whatsoever.
For all orders shipping outside the 48 contiguous United States, Exceptional Furniture requires 100% payment upfront. Orders will not be processed until the entire order is paid for in full and the customer confirms in writing that the Exceptional Furniture Order Confirmation email is correct. Fax Number: 718-499-2052
Exceptional Furniture only accepts Wire Transfer or PayPal Payment methods for International orders. Please send an email to [email protected]">][email protected][/link] with your preferred payment method. A Exceptional Furniture agent will provide further instructions.
ORDER CANCELLATION POLICY Orders may ONLY be cancelled by sending an email to [email protected]">][email protected][/link] with "Order Cancellation" in the subject line. You must include your name, purchase order number and reason for the order cancellation. Orders cancelled within 24-hours of order date will receive a full refund without penalty. For orders cancelled after 24-hours from order date, Exceptional Furniture reserves the right to charge a 15% order cancellation fee plus any additional costs incurred including, but not limited to shipping fees. These additonal fees are incurred because Exceptional Furniture is required by its manufacturers to take shipment of all merchandise after order placement. Please review our Return Policy for orders cancelled after the merchandise has shipped.