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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
For Signed Purchase Orders: Before you return your signed purchase order, you must make any and all changes. We highly recommend inspecting the details of your invoice thoroughly before signing off on it and returning it back to Brockwell Incorporated. Orders cannot be changed or cancelled without a charge after your invoice is returned to us. Cancellation charges may vary depending on whether or not your order has been started and/or materials have been ordered for your project. This may require full payment. The customer is responsible for any fees associated with credit card payment refunds. After shipment, orders cannot be changed or cancelled.
For Online Orders: Orders may be cancelled at any time prior to the shipment of your products, but must be submitted to Brockwell Incorporated in writing. Cancellation charges may vary depending on whether or not your order has been started and/or materials have been ordered for your project. Order cancellations after an order has already been started may still require full payment. Please get in touch with a Brockwell sales consultant. Order changes / updates cannot be made after our production team has started making your order. The customer is responsible for any fees associated with credit card payment refunds. After shipment, orders cannot be cancelled.
Brockwell Incorporated reserves the right to cancel your order at any time. If for some reason we must cancel your order, you will be notified, and if we initiate the cancellation – you will not be charged any fees.