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customer service/return policy
Discontinued Products:
This symbol signifies a discontinued but still available product. Discontinued items cannot be returned or exchanged.
RETURN POLICY:
We want you to be 100% satisfied with your purchase and shopping experience at homefashionsonline.com. In the event that you are not completely satisfied with your purchase, most items are returnable within 14 days of receipt.
All flooring purchased on homefashionsonline.com comes with the full manufacturer’s warranty. Please be familiar with the terms of the warranty for the specific product that you are purchasing. The terms of the warranty may impact the process of your return.
The following guidelines apply to all returns:
- All returns require a return authorization number to avoid your package or shipment being refused by our warehouse. Please call 866.315.4117 or email
within 14 days of receiving your order. - All products are subject to a 20%-25% restocking fee (unless defective). Shipping charges are not refundable. If your order qualified for a flat shipping rate any shipping cost incurred by HOMEFASHIONSONLINE in excess of the flat shipping rate will be deducted from the refund.
- Products must be unused and in their original factory sealed packaging. In the event of defective flooring see defective material policy.
We cannot accept returns on the following:
- Items returned without a Return Authorization Number
- Items returned after 14 days of receipt
- Items not in their original factory sealed packaging.
- Less than 4 cartons of any flooring that is not a stocking item (due to color variations and discontinuations we highly recommend that you store several boxes of your flooring for any possible repairs in the future)****WE WILL ACCEPT ANY QUANTITY OF FULL CARTONS ON OUR STOCKING ITEMS****
- Any flooring that has been installed. Installation of product is considered full acceptance of it in the condition it was received. We are not responsible for any damage that has occurred due to improper installation.
- Cut yardage fabric
- 1 spool of border or 1 double roll (2 single rolls) of wallpaper
- Clearance and/or discontinued items
Obtaining Return Authorization & Packaging your Return:
- To obtain Return Authorization (RA), please call 866.315.4117 or e-mail Anna at . No refunds will be given without a return authorization number.
- Clearly write the RA number on the outside of the package. Include your name, address and phone number inside the package to ensure proper credit.
- Return shipping fees are the responsibility of the customer. We are not responsible for damage incurred during return shipping so please package your items carefully.
- If your order was shipped on a skid or pallet it must be returned to us on a skid or pallet unless other arrangements have been.
- The product being returned will determine whether it will be returned to our warehouse or the manufacturer. You will be given specific return instructions when you receive your return authorization number.
Refunds:
Refunds will be processed within 30 days after receiving your return in our warehouse. Credit can only be applied on the account the items were purchased. In the event that you paid by check or money order you will receive a refund check.
SHIPPING:
Flooring: Flooring is typically shipped via freight services due to the large size and weight of these materials. Because we have established relationships with the freight carriers, they give us discount rates which we in turn pass on to our customers. The rate is determined by weight and location.
Dinnerware: Flat Rate of $16.50
Home Fashions, Fabric, Wallpaper, Cleaners and all other accessories: Flat Rate of $7.50
Currently we only ship to the 48 contiguous states.
Please allow 2 weeks for delivery of all items that are in stock. If an item is not in stock or in back order we will notify you via email.
FREIGHT POLICY:
We recommend that if at all possible you arrange to have someone pick up your shipment at the nearest terminal of the delivering carrier. If your installer has a warehouse that can be delivered to this may be another option. If a residential delivery is required (approximately $75 charge) please understand that the carrier will only deliver to the curb. You are responsible for enough manpower to unload the freight and carry into your home. Delivery drivers are not permitted to enter a customer’s home at any time. If you would like a truck with a lift gate this can be arranged (approximately $125.00 charge).
In the unfortunate event that a product has a manufacturing defect we will try our best to make the return and replacement go as smoothly as we possibly can. Please email us at or call 866.315.4117 with the following information:
Order number or name as entered on the order
Your contact information if different than what was entered on the order
Detailed description of the defect
Digital images clearly showing the defect if this does not show defect well enough we may require an actual sample
If flooring related, your certified installer’s contact information
Defective Flooring: If the defect is discovered prior to installation and it is indeed a manufacturing defect we will immediately send a replacement once the material is on its way back to our warehouse using our designated carrier.
If the defect is discovered after the flooring has been installed and pictures and samples are not enough to determine if the defect is a manufacturing issue a third party inspector may be recommended to physically inspect the reported defect. An inspection fee of $225.00 will be charged to the customer and refunded should the inspector’s report prove that the issue is indeed a manufacturing defect and not an installation problem. Should the claim be approved we will ship replacement material or issue a full credit of material and freight.
We only use reputable shipping companies to insure that you receive your order in a timely manner and without damage. To ensure that damages are handled quickly please review the following steps:
If your order was delivered via UPS, FedEx or USPS and there is obvious damage to the packaging please have digital images available to speed up the replacement process and also the claim process with the carrier.
If your order is delivered via freight carrier you are responsible for noting on the delivery receipt any damaged or missing items. Do not allow driver to leave until you have looked for any indication of damage on the outside of the cartons or packaging material and compared the material received with the packing slip enclosed with your order.
DO NOT DISCARD any of the damaged material or packaging. The carrier has the right to request to inspect or pick up the damaged material once we have reported the claim.