What is your return policy?
Your satisfaction is our utmost priority. We will do our best to satisfy your requirements. We offer a 30 Day Limited Money Back Guarantee return policy. Any unused, resalable merchandise in original condition and in original packaging may be returned for a refund within 30 days of the order date. The returned item must be in the original box with all paperwork. The item must be unused and unopened. We will refund the product price only. Inbound and outbound shipping costs will not be refunded. Orders processed with discounted or free shipping will not have the the initial shipping cost refunded. The customer will pay the returning shipping cost.
If the item has been used or tested in any way, it can be returned if in a resalable condition and within 30 days from date of purchase. It must be in its original box, and all manuals, warranties, accessories and packing materials must be included. Any media/electronic products are not returnable if they have been opened. Any gas or fireplace item that has been used or installed is not returnable for any reason. Any returnable items that have been opened or used will incur a restocking charge of 15% of that item’s price (storage sheds will incur a 20% restocking charge).
All items which are shipped via freight will be charged a 15% restocking fee regardless if they have been opened or not. The customer will also incur the expense of all shipping charges, even if the order was sent with free or discounted shipping. Inbound and outbound shipping costs will not be refunded.
Orders that received discounted or free shipping will be charged for initial shipping cost as well as return shipping cost. Any returns shipped via freight collect to the return address will be refused and returned to shipper. We will not cover the return shipping fees.
It is the responsibility of the customer to return the product in the same new/undamaged condition which it was received. Please be sure to insure your return, as any return product received damaged in shipping will not be eligible for a credit. We are not responsible for items received damaged. The customer will need to file an insurance claim with the carrier for damaged items and to be reimbursed for the insured amount. Items that have been damaged due to the weather will not be covered under manufacturer’s warranty and are not returnable at any time.
Custom orders are not returnable, including but not limited to Custom Graphic Canopies, Banners and Flags.
How do I return an item?
For returns on items that are not damaged or defective, please fill out our returns form within 30 days of receipt of your merchandise. We will respond within 24 hours with a Return Authorization Number and instructions for returning the item to us. All returns MUST have a Return Merchandise Authorization (RMA) number. Credits for returns received without an RMA number will be significantly delayed. These items maybe also be refused by the receiving warehouse. If so, they will be shipped back at the customer’s expense.
If your shipment is received damaged, a claim must be made within 3 days of receipt. Please open your package and inspect upon receipt. If a package arrives damaged, save all packing materials and contact us immediately. We will file a claim with the shipping company. In most cases, the purchase price and the original shipping costs (if charged) will be refunded to the original purchaser or we will send a replacement (whatever the customer decides).
Damaged Freight Items:
Freight shipments should be inspected carefully while the delivery driver is present. If any damage or shortage is noted, it is the customer’s responsibility to note the damage or shortage on the bill of lading before signing off on delivery. Please report the damaged or missing items to us, so that we may be able to ship replacements to you. If there is significant damage to a freight shipment, please note “damaged – refused” on the bill of lading and refuse the delivery. Please contact us for a reshipment. It is the customer’s responsibility to note any damage/shortage at the time of delivery. Claims made on freight bills that are signed clear (without damage) are often denied, resulting in further incurred expense for the customer.
If your canopy arrives damaged or defective, we will replace the parts that are damaged/defective, not the whole frame. If the customer elects not to receive parts and to ship the unit back for a new replacement frame, they will incur all shipping fees.
All orders must be inspected for missing items within 3 days of receipt – Please open your package and inspect upon receipt. If a package arrives missing items, contact us immediately. After 3 days of receipt, we are not responsible for missing items from that order.
If an item is received via UPS or FedEx and found to be defective within 30 days of the purchase date, Original Shelters will send a replacement part at no expense to the customer. If the entire unit is defective, a replacement unit will be sent or a credit will be issued, whichever the customer chooses. If an item is shipped via freight and found to be defective within 30 days of the purchase date, Or will have the replacement part sent to the customer at no expense. If the customer does not want the replacement parts and simply wants to return the entire unit, they will be responsible for all shipping fees. We will not accept defective returns after 30 days of the purchase date. If it is outside the 30 days, the customer will need to contact the manufacturer directly for replacement items.
Undeliverable or Refused Shipments:
Undeliverable or Refused merchandise will be charged for the freight charges both ways.