RETURN & REFUND POLICY

Last Updated: November 2024

Custom Furniture Return Policy

Because all our furniture is custom-designed and built to your exact specifications, we generally cannot accept returns or offer refunds once fabrication has begun. Each piece is unique and created specifically for you, making it difficult to resell to another customer.

However, we are committed to your satisfaction and will work with you to resolve any issues that arise. This policy outlines our approach to returns, refunds, defects, and order cancellations.

Defects and Quality Issues

Reporting Defects

If your furniture arrives with defects in materials or workmanship, you must contact us within 7 days of delivery. To report a defect:

1. Document the issue with clear, detailed photographs
2. Provide a written description of the problem
3. Contact us via email or phone with your order information
4. Allow us to inspect the issue (photos or in-person visit)

Resolution Process

Upon verification of a manufacturing defect, we will:

• Repair the defect at no charge, including pickup and redelivery if necessary
• Replace the defective component or piece if repair is not feasible
• Provide a full refund only if neither repair nor replacement is possible

Warranty Coverage

Our one-year warranty covers:

• Structural defects in joinery or assembly
• Material defects (warping, cracking, splitting under normal conditions)
• Finish defects (peeling, cracking, premature wear)
• Hardware malfunctions (drawer slides, hinges, locks)

The warranty does not cover:

• Normal wear and tear from use
• Damage from misuse, abuse, or accidents
• Damage from improper maintenance, cleaning, or environmental conditions
• Cosmetic changes due to natural wood aging or patina development
• Modifications made by anyone other than us

Delivery Damage

Inspection Upon Delivery

It is your responsibility to inspect your furniture immediately upon delivery, before signing the delivery receipt. Check for:

• Visible damage to surfaces, edges, or corners
• Structural issues (wobbling, misalignment, loose joints)
• Finish problems (scratches, dents, discoloration)
• Missing components or hardware
• Packaging damage that may indicate internal damage

Reporting Delivery Damage

If you notice shipping or delivery damage:

1. Do not sign the delivery receipt until you've completed inspection
2. Document all damage with photographs immediately
3. Note specific damage on the delivery receipt
4. Contact us within 24 hours of delivery
5. Do not attempt repairs yourself

Damage Resolution

We will arrange for:

• Repair of damaged components at no cost to you
• Replacement of severely damaged pieces
• Pickup and redelivery if necessary

If damage is reported more than 48 hours after delivery, we may require additional investigation to determine if the damage occurred during delivery or after.

Order Cancellation

Cancellation terms depend on the stage of your project:

Before Design Approval

If you cancel before approving the final design:

• You will receive a full refund of all payments made
• Minus a $500 non-refundable consultation fee
• Any design work completed remains our property

After Design Approval, Before Fabrication

If you cancel after approving the design but before fabrication begins:

• You will receive a 50% refund of the total project cost
• The initial deposit (30%) is non-refundable
• Any materials already ordered may be deducted from the refund
• Design work and materials become our property

After Fabrication Begins

If you cancel after fabrication has begun:

• No refund is available
• Materials have been purchased and cut to your specifications
• Labor has been invested in your project
• You may take possession of the partially completed furniture, but no refund will be issued

Deposit Policy

The initial deposit (30% of project cost) is always non-refundable, as it secures:

• Our design time and consultation services
• Material commitments and supplier orders
• Project scheduling and workshop time allocation

Client Measurement Errors

If furniture is built exactly to your approved specifications but doesn't fit your space due to measurement errors on your part, we cannot offer refunds or returns. This includes:

• Incorrect room dimensions provided
• Doorway or hallway clearance miscalculations
• Space constraints not properly communicated
• Existing furniture or fixtures not accounted for

Recommendation: We strongly recommend professional space measuring before finalizing dimensions. We can provide measuring services for an additional fee, or you may hire an independent professional.

Change of Mind

If you simply change your mind about the design, materials, or finish after approval, we cannot accept returns. However, we may be able to accommodate changes if:

• Fabrication has not yet begun
• Changes are feasible within the project timeline
• You agree to pay any additional costs incurred

Contact us immediately if you wish to make changes, as delays may limit our ability to accommodate them.

Satisfaction Guarantee

While we cannot accept returns on custom work, we are committed to your satisfaction. If you're unhappy with the finished piece for reasons other than defects, we'll work with you to find a reasonable solution. Options may include:

• Minor Modifications: Adjustments to hardware, finishes, or minor structural elements
• Finish Changes: Refinishing in a different stain or finish (if feasible)
• Component Replacement: Replacing specific components that don't meet expectations
• Credit Toward Future Project: Partial credit applied to a future furniture order
• Design Consultation: Additional design work to address concerns

All satisfaction resolutions are evaluated on a case-by-case basis and subject to feasibility and cost considerations.

Refund Processing

If a refund is approved:

• Refunds will be processed within 14 business days
• Refunds will be issued to the original payment method
• Processing times may vary for wire transfers and checks
• You will receive email confirmation when the refund is processed

Dispute Resolution

If you disagree with our assessment of a defect or quality issue:

1. Contact us to discuss your concerns in detail
2. We may request a second inspection or independent assessment
3. We will work in good faith to reach a mutually acceptable resolution
4. If we cannot resolve the dispute, we may engage a neutral third-party mediator

Special Circumstances

Force Majeure

In cases of force majeure (natural disasters, pandemics, etc.) that prevent completion or delivery, we will work with you to find a fair resolution, which may include partial refunds or project completion when circumstances allow.

Business Closure

In the unlikely event of business closure, we will make every effort to complete projects in progress or provide appropriate refunds for work not yet performed.

Contact Us

For questions, concerns, or to initiate a return, refund, or warranty claim, contact us immediately:

Departmenthighto
932 Timberline Ave
Denver, CO 80231, USA
Email: info@departmenthighto.world
Phone: (555) 662-1181

Important: Time-sensitive issues (delivery damage, defects) must be reported within the specified timeframes. Delayed reporting may affect our ability to resolve the issue.