Refund policy
Returns Policy
Many quality steps are taken to ensure your products arrive to you in excellent condition. It is very important you inspect the purchase upon arrival.
Online Purchase Return
We offer a 30-day return policy on all items. Returns for non-defective or undamaged products will incur a 25% restocking fee, and customers are responsible for return shipping costs. If your item arrives damaged, please notify us within 48 hours of delivery to qualify for a replacement. Please ensure returned items are in their original packaging and condition. Assembled products, mattresses and special orders are not refundable. Thank you for shopping with us!
Customer Care Phone: 310-714-0072
Email: Contact@RoomandCloset.com
Monday through Friday, 7 a.m. to 7 p.m.
Cancellation Policy
Orders may be canceled at any point prior to the confirming your order process with no cancellation fees within first 24 hours from the time you submitting your order online or over the phone. ( After you confirm your order with our customer service team within first 24 hours or if you don't cancel your order within first 24 hours we will charge you 25% restocking fee) .
Orders can only be canceled via email at Contact@RoomandCloset.com . Cancellations made via phone are not official.
Products that are packaged and put onto a truck for delivery are considered products that are shipped. If an item has already been shipped, and then canceled or refused at the time of delivery, we will charge you 25% restocking fee plus the shipping and return fees.
Requesting to submit order for any Out-of-stock items or custom orders which are subject to longer lead times will consider final and we will charge you 50% Restocking fee.
Attention: Refund for Cancelation, Return or Exchanging products can take up to 12 business days to process depending on the method of payment and the issuing bank.
A 25% restocking fee will be applied for items. We will refund your order total, less our costs for shipping and handling each way.
For items that are shipped free, our shipping and handling costs will be deducted from your refund.
A return request must be made within 48 hours after receipt of the merchandise
Returned items must be shipped back to Room and Closet by the customer in their original packaging, not assembled, with no signs of use or attempts at assembly, wear, damage, or remove tags.
The customer is responsible for shipping the item(s) back within 30 days of receiving the product regardless of when the return request is made. Room and Closet is not required to provide return labels or arrange pickup.
Items with assembly or debris removal services performed are not eligible for a refund but are covered under the manufacturer's warranty.
Refunds can take up to 12 business days to process depending on the method of payment and the issuing bank.
Damaged Item Policy
We take every step possible to ensure your orders arrive in the best condition possible. All shipments must be inspected by the customer upon delivery.
Sign-off should not happen if any signs of damage are noticed.
Damage claims or notice of product deficiency must be made within 48 hours of receipt of merchandise (for small parcel items not requiring a signature).
Detailed pictures of the original packaging must be sent with the damage claim otherwise the order is exempt from any damage claims.
If freight or small parcel items that require signature are signed off in good condition or not inspected, but signed for and accepted, they are exempt from any damage claims.
Claims are not considered filed unless Return Authorization Form and pictures showing the damage are emailed and received within 24hrs of receiving the product.
Damaged items will have an attempted repair or a part replacement prior to a full product replacement or refund.
If a repair or replacement is available but refused due to any reason then shipping charges (both ways) are deducted from the refund.
Non-returnable Item Policy
All custom or special order items and products are non-refundable.
Custom or special orders have a 50% non-refundable down payment.
Returns are not accepted for items price matched to another site or on items that have negotiated discounted pricing.
Returns are not accepted on items housed in storage at the customer's request for more than two weeks.
Returns not in transit one week after a return request is initiated are not eligible for a return.
How to Return an Item
Please review our Return Policy, our Damaged Item Policy, and our Non-returnable Item Policy to make sure the item is eligible for return.
After you have ensured the item is eligible for return please do the following:
Fill out the Authorization Form found at the bottom of any product page
If the item is damaged/defective, email at least 2 clear pictures. supporting the damage/defect claim.
We will respond within one business day to set up the next steps.
Backorders
All backorders that extend longer than 30 days and are approved by the customer will be charged to their credit card in full.
Backorders that are prepped, packaged, and put onto a truck for delivery are considered products that are shipped even if formal tracking numbers are not generated.
Backorders can ship at any time prior to the estimated date provided by Room and Closet
A notice will not be sent prior to shipment that the item is about to ship
A shipping notice with tracking information will be sent via email after the item has shipped
We reserve the right to cancel a backorder due to unforeseen circumstances. A full refund will be issued.
PayPal cancellations will be refunded in full without any fees (unless it is a custom order).
Refunds can take up to 12 business days to process depending on the method of payment and the issuing bank.
Replacement Parts
Orders that have missing or damaged parts will be shipped free of charge.
Replacement parts are subject to different availability than the item ordered.
Standard shipping terms apply to all replacement part orders.
Expedited shipping of replacement parts is subject to additional fees.
In the event that a suitable replacement is not available, a refund (including shipping) will be issued.
Replacement parts are delivered via small parcel (UPS/FedEx) or by curbside freight only.
Defective or Incorrect Items
If a defect is discovered and confirmed, we will replace the defective part at no cost to the buyer.
Notice of defects or incorrect items must be made within 48hrs of receipt when the signature is not required.
If a signature or sign-off is required but incorrect items are still accepted then any claims or returns are subject to the standard return policy.
In the event that a suitable replacement is not available, a return will be authorized, and after the return is completed, a refund will be issued in the form of the original payment method or a company check.
Items that are missing original packaging or have been assembled or damaged are not eligible for an exchange.
Items that have assembly or debris removal services performed and tested are covered through the manufacturer's warranty (if available).
Returns Due to Color
Returns of products due to the different shades of color are subject to the standard return policy. Colors produced on a screen (monitors, laptops, tablets, cell phones, etc.) vary greatly from company to company and product to product. Ambient light, brightness, color settings, and the viewing angle of a display play a major role in color reproduction. Our vendors do their best to supply us with proper colors but due to these variables, we cannot guarantee the exact color of a product shown in the pictures.
Returns Due to Material
Returns of products due to the quality of the material are subject to the standard return policy. The quality (i.e. softness, texture, etc.) of a material is subjective. We provide digital swatches to view the texture of the material. Please inquire about physical swatches if the digital swatches do not suffice. Physical swatches may not be available for all products and may incur shipping fees.
Returns Due to Quality of Material
Returns of products due to the quality of the material are subject to the standard return policy. The quality (i.e. softness, texture, etc.) of a material is subjective. We provide digital swatches to view the texture of the material. Please inquire about physical swatches if the digital swatches do not suffice. Physical swatches may not be available for all products and may incur shipping fees. Wood products can have varying shades of wood and returns due to shade or grain inconsistencies are subject to the standard return policy. Distressed finishes on wood products can have varying shades and amounts of fabricated distress applied. Returns due to issues pertaining to the aesthetics of distressed woods or wood finishes are subject to the standard return policy.
Returns Due to Dimensions
Returns of products due to incorrect dimensions are subject to the standard refund policy if the actual dimensions lie within 5% of the dimensions listed.
Returns Due to Lack of Photos
Photos are a certain representation of the product sold by the supplier. Our suppliers do their best to supply the correct photos of the products with as many viewing angles as possible but issues pertaining to missing angle views of the photos or products not matching the exact photos listed are subject to the standard return policy.
Returns of Artwork
Due to the nature of artwork (figurines, statues, framed art, wall art, decorative art pieces, etc.), inconsistencies may arise from product to product. This is especially the case with custom-made items or items that are made by hand. Return requests for artwork items not appearing as pictured will be subject to the standard return policy. If artwork is a special or custom order, it is not eligible for a return.
Returns Due to Product Images
Products with the main image shown as a lifestyle shot (or any images showing more than 1 item) may or may not be exactly what you will receive as images come directly from the manufacturer.
Many manufacturers do not send us images for individual products and products may be grouped together in the photos. All photos are grouped together and uploaded to our server based on image names supplied by our manufacturers.
Products with multiple images of different products in the gallery may or may not include those items. This is especially true of collections that are sold separately. (some examples are listed below).
All items in a bedroom image that shows a bed, nightstands, dressers, and chests may be sold separately.
All items in a dining room image that shows a chair and tables may be sold separately.
All items in an outdoor set image that contain tables and seating may be sold separately.
Read the title carefully as it is most accurate with what you will receive.
(310) 714-0072 or Email us at Contact@RoomandCloset.com if you have any confusion or doubts about what you may receive.
All returns due to incorrect or misunderstanding of the product images are subject to our return policy.
Returns Due to the Home or Building Structure
All sizes and dimensions are provided by the manufacturers and are automated to be placed on the website.
The customer must triple-check the dimensions of the product to confirm it will fit through the entryways, doorways, hallways, etc of the place of delivery.
If no dimensions are provided, the customer must contact us to get the proper dimensions, especially for oversized items like sofas and beds.
It is the sole responsibility of the customer if the product ordered does not fit through the doorway, entryway, hallway, etc of the place of delivery.
Any sort of special delivery or redelivery will be charged to the customer.
Storage fees may apply if the customer wishes to have it stored temporarily.
Any returns are subject to the standard return policy.