We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Returnable orders (up to 30 days from the time of the shipment). If you would like to return merchandise for any other reason than items being damaged or incorrect, a restocking charge of 0-25% will apply to any items returned within 30 days.
Shipping cost - the shipping cost is not refundable. “Free shipping” means that the average shipping cost was calculated into the price of the product. When you are returning such a product the actual shipping cost will be deducted for the refund.
Not returnable orders - Any items that are customized according to a customer's requirements including all our carpet runners are not returnable. All crowd control ropes are not returnable except the standard, 6’ or 8’ ft. red and black velvet ropes.
RMA# - Prior to returning any merchandise, you must contact our customer service department firstname.lastname@example.org to receive a Return Merchandise Authorization Number (RMA#). If your return is accepted, we’ll send you a return shipping label or address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If items are not returned in resalable condition, the cost to refurbish will be deducted from the credit. IMPORTANT: When returning products, be sure to send them back pre-paid, insured, and save your shipper's tracking numbers. Without your tracking numbers, it will be difficult to prove that your return arrived at our factory.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), or products that are custom cut like carpet runners. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.