Within 5 days of the receipt of your order, you may return for a refund, less a 25% restocking fee and the initial shipping cost, any product that has not been used, is in its original box, and is in resalable condition. The product must not have been installed or modified in any way. The product must be enclosed in the original box with sufficient packaging material and have a Return Merchandise Number (RMA#), issued by FinestFixtures.com, on the returned box. To initiate the return process send an email to returns@FinestFixtures.com, clearly stating your situation and what you would like to return.
Damaged and Defective goods:
Damaged or defective goods will be replaced or refunded with no extra cost to the customer.
The following types of items and orders do not under any circumstances qualify for returns or refund:
- Large orders: (Orders containing more than 10 qty of a single item or an order having an invoice total greater than $2500)
- Items not purchased from FinestFixtures.com are not eligible to be returned.
- Custom orders or products that have been built to order cannot be returned unless they have a defect.
- Special Purchases, such as: Inventory Sale Items, Custom Quotes, Special Discounts and the like.
Why the 25% Restocking Fee?
The majority of FinestFixtures.com products are directly shipped from each manufacturer. Consequently when an item is returned, it must be sent back to the manufacturer. Every manufacturer charges a fee for item(s) returned to them, usually between 25% and 50% of the cost. Because of these fees, we pass on a portion of the charge to our customers through a 25% restocking fee, assisting us in recovering some of the losses we incur as a result of the return. We understand that returns are sometimes necessary, however; we hope to encourage our customers to carefully plan their purchases, so as to avoid returns.
The Return Policy for "Large Orders"
Orders containing more than 10 quantity of a single item or orders having a total invoice cost greater than $2500 are classified as "Large Orders" and are not eligible for returns under any circumstances. It is our recommendation that if you are purchasing a large quantity of an item first purchase a sample to ensure the product meets your requirements and you are completely satisfied with it. It is the customer’s responsibility to ensure they have all necessary information and that all their questions have been answered before placing their order.
Return Policy for Products Damaged During Shipment and Defective Products
After receiving your shipment, you have 5 days in which to inspect the product(s) and inform FinestFixtures.com of any defects in the manufacturing or damages that occurred during shipment, prior to delivery. If you determine your product is defective or was damaged during shipment, please follow the procedures for contacting Customer Service as stated below in: "How to Return Products ". Customer Service will give you the option to order a replacement or receive a full credit for the defective or damaged goods. If you fail to notify FinestFixtures.com within 5 days of delivery of any defective or damaged merchandise, FinestFixtures.com is not responsible for the defective/damaged product and will not be able to service you with a replacement or refund.
Return Policy for International Shipments
Items that are returned from locations outside of Canada are subject to a 50% restocking fee. Any additional shipping costs incurred are non-refundable.
How to Return Products
Kindly e-mail us at returns@FinestFixtures.com or fax us at 1.877.263.8581. A FinestFixtures.com customer service representative will issue a Return Merchandise Authorization Number (RMA#), provide return shipment instructions, and assist you with all other return questions. Returns must include the original box, packaging, and accessories. After receiving the Return Merchandise Authorization Number, the customer will have 30 days in which to return the product to FinestFixtures.com. After 30 days, the Return Authorization will expire and no replacements or refunds will be given.
The Customer's Responsibilities when Returning Product
When returning product to FinestFixtures.com it is the customer's responsibility to pack the product in the original box with sufficient packaging material to protect the product, mark the box with the issued RMA (Return Merchandise Authorization) number, and it is in the customer's best interest to insure the package. Any item received damaged at FinestFixtures.com is the customer's responsibility and no replacement or refund will be issued.
Products that are Damaged During Return Shipment
If the product is damaged during shipment back to FinestFixtures.com, FinestFixtures.com will not be able to issue the customer a refund or credit for the product. We will inform the customer via email that the item(s) were received damaged and we will hold the damaged product up to 30 days. It is the customer's responsibility to file a claim with the shipping carrier and to instruct FinestFixtures.com concerning the disposition of the damaged product. If FinestFixtures.com has not received written notification from the customer within 30 days, the item will be field destroyed.
The customer will be refunded once we have received the returned item and inspected the item for damage. Please note that we can refund shipping costs only if the return is a result of our error.
Unshipped items can be cancelled as long as the item was not manufactured specifically for you. Some items, while they can be cancelled, involve a manufacturer's cancellation fee, for which the customer is liable.
Problems, Questions, Suggestions?
Do not hesitate to contact us via email if you have any questions, problems, or suggestions with either your order or our website. Please place your order number and/or concern in the “subject” header of your email or fax.