RETURNS POLICY / FURNITURE BUILT-TO-ORDER
1. What if my custom built furniture is nice and everything but I just changed my mind
It’s ok with us. With our Simple Returns Policy you have full 15 days to evaluate your new custom made furniture. If for any reason you would like to send your purchase back within 15 days of receipt, please contact us, and we will make the necessary arrangements for collecting your furniture.
A restocking fee will be applied, equal to 40% of the furniture price before tax plus pick-up cost if applicable.
Please make sure the merchandise you are returning is in original new condition. After examining the item in our warehouse we will process your refund. According to your preference it can be a KVADRO store credit or a card refund.
2. If my custom built furniture had been damaged during shipping
With our curbside delivery all items are exceptionally well packaged by professional furniture people. So damages happen quite rarely. In case of our premium white glove service the damage rate is less than 0.5%. All furniture is blanket wrapped and individually cared for.
Damage is rare but it still happens due to different circumstances. Our professional staff is available to help in such cases.
Please, examine your item carefully at the time of arrival. Sign the shipping papers only AFTER you examine the package and your purchase. Note on shipping papers, even if damage is slight, and may only be the packaging. In the event of a badly damaged product (broken parts, for example), we ask you not to assemble the furniture.
If you find any damage (a torn package, a damaged furniture item), please:
- keep the furniture and report the damage to the shipping company in notes on your delivery receipt,
- make photos of all the damaged items upon the arrival,
- contact us within 3 business days upon the arrival of your merchandise.
We will either give you a free replacement of damaged parts or order an equal exchange of your whole damaged furniture item at our discretion.
If you would rather decline the replacement of a damage and cancel your order then our normal 15 Day Simple Returns Policy is applied (please, see above).
3. If my purchase misses some parts
All Kvadro furniture is built to specifications, so missing part situations are not frequent. For us to protect your interests effectively we would ask you to examine your furniture upon the arrival. If you find some parts of your purchase missing, please note this in delivery papers and then contact us within 3 business days of your furniture receipt and we will send you these parts for free as soon as possible.
4. Warranty on Furniture
We give 3 year warranty on Manufacturer’s Defects.
Wood and leather are the products of nature. We encourage the craftsmen we work with to bring out the natural beauty and character of wood and leather. This makes each piece of our furniture exceptional and one-of-a-kind.
Organic markings such as mineral deposits, surface checks and small cracks in wood as well as wrinkles and veins in leather are not viewed as flaws, on the contrary, they are true indications of genuine authenticity and nature’s “beauty marks” which make each piece of furniture unique. Thus, they are not considered to be manufacturer’s defects.
If you found a manufacture’s defect, please notify us immediately for service. We will ask you to email us pictures of the issue and a clear description of the issue.
Upon accepting a valid claim, we will, at our discretion, repair or replace the part under warranty at no cost to you. We would ask you to do the related assembly (if necessary) of the replacement part.
5. If I wish to cancel my order
Orders may be cancelled at any time. If you wish to cancel your order for any reason you can do so for a full refund within 3 business days of placing the order.
As all furniture is custom made, it means custom fabrics, woods and sizes. After 3 business days of your order we will have to charge you a restocking fee of 40% of the purchase price.
RETURNS POLICY / CLOCKS AND DECOR ITEMS
All our clocks and decor are normally picked up in the store or sent by FedEx or UPS. Please, examine your purchase. You can return your items in the original condition and packaging within 15 days.
If the goods came damaged or you found a shortage, please note this in delivery papers (if delivered) and then contact us within 15 days of receipt. We will get a replacement for the damaged or shorted item ready for you as soon as possible.
Returns Policy / Items on Clearance or Final Sale
All the items on Clearance or Final Sale are priced for pick-up and are final sale. Please, examine your purchase beforehand.
Your satisfaction is top priority at KVADRO Furniture. We pride ourselves in fair policies. In all the cases simply contact us and we will do our best to do what is right.