Returns + Cancellations
Once we've started processing your order, changes and cancellations are not accepted. If you have any questions or concerns, please email our Customer Service Team to firstname.lastname@example.org.
Addison House accepts returns on most of our products (see below) within 30 days of receipt, unless otherwise noted on the product page.
Items must be in new condition and in the original packaging to qualify for a refund (please do not assemble or modify the product in any way). The few exceptions that cannot be returned include:
- Clearance Items
- Gift Certificates
- Personalized Items
- Items Marked “Non-Returnable” (clearly indicated on the sale page before placing your order)
- Special Order or Made-to-Order items, imported items, and certain large volume orders are also non-cancellable and non-returnable.
Contact us at email@example.com to initiate a return merchandise authorization (RMA). Once your return request has been authorized you will be sent shipping labels by email. Simply print, attach to the box and drop off at your local carrier store. If you prefer to use your own shipping account please provide us with the tracking number. Return authorizations expire 10 days after they are issued so please initiate shipment within this timeframe.
Your refund credit will be issued after the item has been received and inspected. The cost of the return shipping will be deducted from the credit amount if you used our labels. In other words, you are responsible for the return shipping cost of any item you return.
Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, we ask that you inspect all items individually once they arrive so that any damage claims can be made immediately. If your item arrives damaged or with parts missing, you must notify us within 3 days of receipt of the item(s). We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible. In some instances it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to utilize this as a solution.
Please keep in mind that defective goods (those with factory defects, missing parts or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 30 days of receiving your order.
Most of our manufacturers guarantee their products with a warranty. Please contact us if you have questions regarding specific product warranties.
Addison House and its suppliers shall not be liable for any indirect, special, consequential, or incidental damages including, without limitation, lost profits or revenues, costs of replacement goods, loss or damage to goods or services arising out of the use or inability to use this site or any product purchased from Addison House, damages resulting from use of or reliance on the information present, even if Addison House or its suppliers have been advised of the possibility of such damages.