Many of our products are considered to be “Made to Order,” signifying a custom product. These products are non-returnable and non-refundable. Upon delivery of your product(s), please inspect them thoroughly for any damage. In the case of damage, visible or concealed, please note this on the freight paperwork before signing it. If the product is damaged, please write on the paperwork, “Damaged – Return to Sender” and notify us within 48 hours (business days) of discovery. We reserve the right to void any fees if there is failure to contact us within the above timeframe. We reserve the right to not accept returns after 30 days of receipt of your products. Do not return the product until we pre-approve the return, unless you are refusing damaged shipment. You are responsible for all return freight / shipping charges.
For our products that are Stock and are returnable, we charge a 25% re-stocking fee for any other reasons than damage or product defect. Please do not automatically return your products. We will first issue you a Return Goods Authorization (RGA) number that you will need to include on your return. Please clearly write the RGA number on the outside of the boxes you are returning. All products must be returned in their original packaging and received in good/re-stockable condition. You are responsible for all return freight / shipping charges. Once our production has deemed your returned products to be in re-salable condition, we will issue you a refund. Custom or altered products are non-returnable and non-refundable.
CANCELLATIONS OR CHANGES TO YOUR ORDER
Any changes to your order must be made prior to returning the initial invoice or placing your order from an electronic invoice. Any order changes must be submitted in writing for approval. We encourage you to carefully review the products you select and your invoice for details about your order. After you return the invoice (either a signed invoice or electronic invoice) or submit your order online, orders cannot be changed or canceled without a charge. This includes placing an order directly online. Once we have started production or ordered materials for your order, the cancellation charge may vary -- and in some cases -- we may not be able to cancel your order without full payment. The customer is responsible for any fees associated with credit card payment refunds. After an order has shipped, it cannot be canceled.
We will be sure to notify you if - for some reason - we must cancel or change your order. Brockwell Incorporated does not charge you a fee if we are the party to initiate the cancellation of your order. Brockwell Incorporated reserves the right to cancel any order at any time without liability to you other than refund of the the prepaid amounts.