How do I return an item?
Drapery Rods Direct Return, Exchange & Refund Policy
We operate our business in a manner designed to minimize the need for returns and exchanges, but recognize that in some cases a product may arrive damaged, or that a credit or exchange is called for. To better serve you, we require that all claims for defective, incorrect, or damaged products be made within five (5) days of your receipt of the product. If your product arrives damaged, it will be replaced at no cost to you, as quickly as possible. If your product does arrive damaged and you notify us of that fact, your only remedy is to receive a replacement, as we do not offer a credit for merchandise damaged in shipment. Please see the instructions below regarding a Return Authorization prior to returning any defective, damaged or incorrect products to us.
You will note that some products listed on our site are designated as either "Returnable" or "Non-Returnable." This information may be found on each product page directly beneath the Product Description. Non-Returnable products can not be returned. This policy may seem harsh, but is completely necessary. Non-Returnable Products are either Special Order Products or Custom products. Special Order Products are Products that we typically do not stock in our warehouse and cannot be returned to our suppliers. Custom Products are just that, Custom. They are not pulled off a shelf and shipped. They are fabricated specifically for you, based upon your order. Accordingly, please review your order carefully prior to placing it. If you have any questions or concerns about a particular product is returnable or non-returnable, please call our Customer Service Department prior to placing your order. We will happily discuss each and every product you are considering. Of course, if a Non-Returnable order arrives damaged, or is different from what you ordered, or if we have made an error, we will replace the item as originally ordered at no cost to you. Please see the instructions below regarding a Return Authorization prior to returning any products to us.
Non-Custom items may be returned to us for a refund to your method of payment, subject to the following: The item must be received by us within forty (40) days of the date we shipped the product to you. Your refund will be reduced by an amount equal to the greater of the amount we charged you for shipping or the actual shipping charges we incurred shipping your order to you. In many cases, our actual shipping charges exceed the amount you were charged for shipping at the time of purchase. Orders that we ship to you with free shipping will have the actual shipping charges we incurred deducted from your refund. We do not charge a restocking fee, but we will not credit you for the shipping costs (including any over-size shipping costs) you incur returning the product(s) to us. Please note that the shipping costs you incur when returning products to us will be high in the case of large orders and/or longer rods or poles. Accordingly, please call us before placing an order if you have any questions regarding whether a product or products will work for your particular application. All returned products must be received by us in the exact same condition they were in when we shipped them to you. All products and their component parts, if any, must be in their original, unaltered, undamaged packaging. We strongly encourage you to not open any packaging if you believe you may want to return a product. There are no exceptions to this policy. Simply stated, we will gladly accept your returns on Non-Custom products, but the product must be resalable when we receive it.
Please call us or email us before returning any product(s) for any reason. We will provide you with a Return Authorization which will include explicit return shipping instructions. Without this, it may be difficult for us to match the returned product(s) to your order when received. Accordingly, please call Customer Service at 800-251-5009 for instructions prior to returning any product.