What is the return policy for items purchased online?
RETURN POLICY
Customer service is the foundation of Cantoni's reputation and our success. With that in mind, we want our customers to be completely satisfied with their purchases online as in our showrooms. In the event that you are not happy with your purchase our return policy is explained below. If you have additional questions, please feel free to email us at info@cantoni.com for assistance.
Undamaged/Non-Defective Product
Any undamaged product (excluding special orders) purchased on cantoni.com may be returned for a full refund of the purchase price with no restocking fees. For items that were NOT shipped incorrectly or defective, the customer is responsible for freight to and from the shipping address and Cantoni's Dallas Distribution Center(including those items that are "Free Shipping"). If Cantoni arranges the return, the shipper will bill Cantoni and that amount will be deducted from the refund.
If you wish to return merchandise, you must contact Cantoni via email at returns@cantoni.com with your name, order number, item to be returned, and reason for return within 7 days of receipt.
Within 2 business days of notifiying Cantoni that you wish to return an item, you will receive an email with the return shipping instructions for your item(s) and a Return Authorization (RA) number. The customer is responsible for the cost of return shipping to our Dallas Distribution Center unless the merchandise is deemed to be defective (see below). Items must be unused and unassembled and in their original packaging with all instructions and inserts. Once the product is received and our shipping department confirms that it is in as-new condition (non-defective items), we will refund the purchase price of the item(s). Original shipping costs will not be refunded. Money will not be refunded for merchandise that is returned to Cantoni damaged.
Defective Merchandise
If a customer feels merchandise is defective, they must contact Cantoni within 7 business days and provide digital photos of any issues as well as a description of the problem. Once Cantoni's Customer Service department has determined that the merchandise is defective, Cantoni, at its discretion, may exchange or repair the merchandise or allow the customer to return it for a full refund including freight. Refunds will be issued within 7 days of the merchandise arriving at the Cantoni warehouse.
If the freight company damages goods on return shipment it is the customer's responsibility to make the freight claim. Cantoni refunds money in the same method-of-payment as was originally received for the purchase. If product is not returned within 14 days of receiving shipping instructions, a 25% restocking fee will be deducted from your refund. Any product not received within 60 days of receiving shipping instructions will not be accepted for return.
Freight Damage
Cantoni stands behind the quality of its products 100%. All merchandise shipped from Cantoni warehouses is inspected for quality assurance and is shipped using the most up-to-date and successful packing and crating techniques. Although we take every precaution to prevent damages, occasionally, due to circumstances beyond our control, damage in shipment may occur. Please be sure and inspect all packages before signing the delivery ticket.
In the event that product arrives at your location damaged it is very important that you follow the steps below to insure that we are able to successfully file a freight claim for the merchandise and either repair or replace the merchandise as soon as possible.
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Note on the delivery receipt from the freight company "Damaged" and the description of the piece.
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Notify the Cantoni Shipping Department at 888-226-8664 ext. #200 or by email at shipping@cantoni.com as soon as possible (within 48 hours).
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Keep all packing material and items shipped for inspection by carrier representative.
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Take photographs, preferrably digital, of the damaged item(s) and the packing material.
For customers who follow the steps above, Cantoni will file a freight claim with the shipper and send a replacement as soon as possible.
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