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Select this link to jump lower on the page to see our shipping policy. Eclectic-ware Return Policy
Should a return of merchandise arise, or defective items discovered, the following guidelines apply: 1) Defective Merchandise:
all items are inspected when Eclectic-ware (EW) receives inventory and prior to shipping to customer. If found defective, they will not be shipped to anyone. If customer receives defective merchandise, contact EW for an Return Goods Authorization (RGA). Please do not send the package back without contacting EW first. Some items may not need to be returned depending upon manufacturers policy. Customer has up to 15 days to report defective merchandise in order to receive credit. Reports of defects after 15 days may not be honored. If hardware becomes defective in everyday use within a respectable time frame, then an exchange will be at the manufacturer's discretion and it will become a warranty matter. Eclectic-ware extends no manufacturers warranties.
2) Damaged Merchandise:
if package received by customer shows noticeable damage, it should be opened immediately and inspected. If merchandise is damaged, contact EW via phone, fax, or e-mail immediately and describe the condition of the merchandise and outer box. If your order was shipped via UPS, it is our responsibilty to file the claim, and we will send you out replacements at no additional charge to you. If the order was shipped through the US postal system, and domestically shipped, it is the responsibility of the damaged merchandise holder to file the claim. The post office requests that the original receipt and insurance form be submitted with the claim. We can mail you those pieces of paper, and then you can file a claim, which can include your shipping charges. We can then re-ship you the merchandise, but we have to bill you for it because your reimbursement will come from the post office. You must retain all packing materials and shipping labels on the box. If you do not want to file the postal claim, the merchandise must be sent back to us, and all original packing, so we can file the claim. Return shipping costs will be yours if you chose this route. After we know we can file the claim and have it approved, we can then re-ship the merchandise with no additional charge to you. If you file the claim, it will result in a higher claim value to you since you can include the shipping charges. This is just the way the post office demands it to be done. The person with the broken merchandise must file the claim. And UPS says the shipper must file the claim. We must follow these rules. In the event of postal claims for interenational shipments, the customer residing in the country outside the US must file the claim with the carrier assigned to deliver the package. We can provide any US postal tracking numbers and insurance amounts and proof of insurance, but we are not allowed to file the claim, the recipient must. If the foreign delivering agent gives you any grief, give it right back to them. These are their rules, they must assist you in filing the claim.
3) Shortages:
contact EW immediately of any shortages. All packages will be carefully inspected for proper items and quantities at time of shipment. Precautions are taken with our hardware. If there's a big hole in the box, the shortage is the result of freight carrier damage. Follow the steps in paragraph 2. All shortages need to be reported within 10 days of receipt of package.
4) Cancellations (before or after receiving merchandise):
many cancellations are subject to a restocking fee. The vendor restock fee can be waived only if the manufacturer has taken no action on the order and does not charge EW a cancellation fee. If the order is in production, or in transit to EW or in transit to the customer, then the following schedule will apply: a) most returnable eclectic knobs and pulls are subject to a 35% restock fee; b) Rock Solid, Turned In Stone, Arthur Harris, Premier Hardware Designs, C&R Woodcrafters, Woodmont Doors, WalzCraft doors, and Glover & Smith products are nonrefundable - they are custom made; c) Woodmont Doors and WalzCraft doors are custom sized and therefore nonrefundable, and non cancellable once production has begun; d) Siro, Classic Brass, and Amerock hardware is restocked at 25% restock; e) Lenape bath hardware is 15% restock; f) AC Products bath hardware that are popular items and colors that we choose to stock are restocked at 15%, but colors that are special ordered due to lack of popularity are subject to a 35% return fee. AC Products has well over 100 ceramic color choices. And g) other functional cabinet hardware as long as returned in its original carton and in re-saleable condition is subject to 10% to 25% restocking fee, depending upon the product, manufacturers rules, and how it is received back. Items must be in their original packaging, clean, and in NON-used condition. It is Eclectic-ware's concern to work with you regarding canceling or returning an order. If EW incurs no fees from its vendors for halting items in production, we will
not charge you their fee. If you plan to purchase other items, we will see what can be done to lower any restock/cancellation fee, or waive freight, or whatever reasonable alternative we can provide.
4a) Return time limit:
for normal non-custom non-stock items, we cannot accept returns after 30 days. We are restricted to 30 days to return items to most vendors. These are manufacturers policies. So we would have to have returns back in time to return them to our vendors for partial credit. Our vendors do charge restock fees. Returns on items we normally stock will be accepted up to 60 days. Certain product lines cannot be returned at all: Woodmont Doors custom made doors, Rock Solid products, Glover & Smith remaining close out items, Arthur Harris, C&R Woodcrafters, Turned In Stone products, and Premier Hardware Designs custom made hardware. When custom hardware is produced, sometimes that exact configuration is not asked for again. It is very difficult to resell or close-out sell specially made custom hardware. Small AC Products orders and small Doug Mockett orders also cannot be returned. For AC Products items that we stock due to popularity, those can be returned. See paragraph 4c also.
4b) For cancellations of orders after the order is processed, a minimal 5% cancellation fee will apply, up to 10% depending upon the amount of work that was involved in processing the order (it varies by
product line). There are non-recoverable credit card commissions and transaction fees that we can never get returned. Huge corporations may be able to give full refunds, but we have to at least cover our processing
expense. So if you ever do have any questions prior to ordering, definitely call or e-mail us. We are here to help. We do not want to charge you, but if it just cost us $20,
$30, or more to process and cancel an order, we just cannot give that away either. We ask for your understanding in this. 4c) Small value order:
Orders shipped, or portions of orders shipped that value under $10, are non-returnable. Unless they are being exchanged for something else. In order to cover minimum processing costs for processing a return, items under $10 would be a break even expense. So please do not send back any small dollar value returns. Any returns should be cleared with us first. Best way is through e-mail. (This note was added July 2010.)
5) Discontinued items:
all orders will be shipped complete unless otherwise requested by customer not to do so. EW has no control over manufacturers deleting items from their lines. EW will update its web site as changes are made known. Customer will be notified if items ordered are found to be discontinued. Customer is not responsible for discontinued items.
Any and all return shipping costs are the responsibility of the customer. We will cover shipping costs only if the error is ours. And of course if we do make an error, there are no restocking charges. We would never
charge someone for our mistake. Restocking charges apply as stated in the paragraphs above. Return to top of page | Ordering information page Shipping Policy: All inbound merchandise will be
shipped within 1 to 2 business days upon receipt of merchandise from the manufacturer. Eclectic-ware makes no promises of delivery times and is dependent upon manufacturers' stock and production times. Many of the knobs
and pulls shown in this site are produced by the manufacturers as orders are received for them. Some manufacturers' lead times range as little as 4 to 6 days and a few range near 3 to 6 weeks. You will be notified
as to when the hardware is estimated to ship. Items in stock can ship sometimes the same day that you place your order and will usually ship by the next business day. Eclectic-ware will ship via UPS Ground, Fed Ex,
USPS Priority Mail, or US Mail, whichever offers the best travel time, best price, and best safety
for each package to your locality. All packages will leave standard ground transportation unless noted by customer to ship via air freight. Some items require more careful handling, and we use the freight carrier who has proven well to protect such items. Customer is responsible for outgoing freight charges. Please allow several days for delivery depending upon your distance from Florida, USA (most continental shipments take 1 to 6 days). Overseas and Canadian shipments may be subject to customs regulations. The most economical freight carrier will be utilized to help keep your shipping cost down.
All packages must be paid for in advance of shipping via American Express, VISA, Mastercard, Discover, or check/money order. COD shipments can be sent, but only to business locations. We cannot ship via COD to
residential addresses. Next Day Air and Second Day Air shipments cannot be sent via COD. Expedited shipments must be prepaid before shipping.
(Page last updated July 18, 2010) Return to top of page | Ordering information page |
