Return Policy

We take pride in our product and your satisfaction is very important to us. From time to time there may be issue with some orders or items. We have outlined our return policy to ensure that any and all problems are efficiently resolved in a timely manner.

ALL RETURNS:

 

*No returns or damaged items will be accepted without a "Return Authorization" Number, (RA) Number, issued by Grats Decor customer service department. "RA" number can be obtained by emailing info@gratsdecor.com or calling
415-593-7323 , please be sure to (1)verify that the contact information is correct, (2) specify if the item is to be returned or replaced and (3)be sure to include a reason for the return or exchange. Any item returned without a "RA" number can be refused at the customer's expense. "RA" number must be clearly marked on the outside of the package for all returns.
*Please do not return items to our San Francisco, CA address without prior authorization as some returns may have to be shipped back directly to our manufacturers.
*All returns are subject to 20% restocking fees (We would like to accentuate that Grats Decor does not make money on customer returns. Our suppliers and manufacturers charge us restocking fee for returns and there are shipping charges that Grats Decor incurs. The 20% restocking fee covers only part of the cost that we incur).
*Customer is responsible for shipping the items back to Grats Decor or noted manufacturer.
*To be eligible for a refund (excluding re-stocking fee & shipping cost), items must be returned within 14 days of receipt in original condition and packaging. Returned item must be unused, in the same condition that you received it and in resalable condition.
*Place a copy of your original order invoice (emailed to you) with your return. If you do not have a copy of your original invoice, please include a piece of paper with your full name and address and phone number.
*For your protection, we recommend that all shipments be sent back with a traceable return number and proper insurance, as any damage resulting from return transit are the customer's sole responsibility. We don’t guarantee that we will receive your returned item.
*Our policy lasts 30 days. If 30 days have gone by since receipt of merchandise, unfortunately we can’t offer you a refund or exchange.
*Once the item is received and inspected at Grats Decor, upon a satisfactory inspection of the returned merchandise, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit (not including freight/shipping and 20% re-stocking fee) will automatically be applied to your credit card or original method of payment, within a certain amount of days.
*When or if possible, an item may be exchanged for a different color or size with out the assessment of a restocking fee. This will be considered on a case-by-case basis and is not a general rule.
*Shipping costs are non-refundable (if applies). If you receive a refund, the cost of return shipping and 20% re-stocking fee will be deducted from your refund. Online returns can only be processed when you bring your items to a UPS drop-off location or schedule a UPS pick up.
*Item exchanges are treated as a return and placement of a new order:the exchanged item(s) will be subject to the 20% restocking fee.
*If the customer misses shipping carrier's multiple delivery attempts or decides to refuse package delivery (after changing his mind), amount of refund will be the original price (not including any discount or coupon offers) less 20% restocking fee.
*Please note that online returns are available only for items that are 70 lbs and under and were shipped to the continental U.S.
*International Returns: Online returns are available only for items that were shipped to the U.S. If you would like to return items that were shipped to other countries, please contact Grats Decor for "International Returns and Exceptions".
 
*There are certain situations where only partial refunds or store credits are granted: (if applicable) Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 14 days after delivery.

NON-RETURNABLE and NON-REFUNDABLE ITEMS:
Several types of goods are exempt from being returned, without exceptions:
*Returning items without a RA number.

*Failing to return merchandise within 14 days after RA number is assigned.

*Custom items, made to order items and/or special-order items. If for any reason your custom furniture piece arrives with the specifications that you did not select when ordering, Grats Decor reserves the right to have the item or items replaced and reshipped at no additional charge to you. You should contact us immediately if this occurs so that we can get the replacement in the works as soon as possible.

*Final Sale items or clearance items. Floor Sale items (if applicable), only regular priced items may be refunded, unfortunately special marked floor sale items are non-refundable.

*Not eligible for return items marked as "non-returnable item" on website or in store during purchase.

*Monogrammed/personalized/customized items.

*Items that has been used, hung, modified or damaged through normal wear and tear.

*Any payments that have been billed/collected for services or labor. 

If you are at all uncertain if what you are ordering is considered "non-returnable" or "non-refundable" item, please contact us to verify. You have up to 2 days from the date the order was placed to cancel a custom/special or any labor/services order placed online, in store or in person and to have the amount refunded to your credit card. After 2 days (48 hours),  no changes or cancellations are accepted & these orders are non-refundable.

DAMAGES or EXCHANGES:
Many of our products is hand made by artisans around the world out of natural materials. Nature is unique and never duplicates, for example, making no two pieces of wood, even from the same tree, exactly the same. All items made from natural products such as but not limited to-limestone, marble, alabaster, granite and wood will have natural variations and no two will be the same. These variations should be expected and are not seen as defects.
Slight imperfections in color, finishes, dye lots and texture variations may occur and should not be construed as damages. Additionally, computer monitors display colors in photo images slightly differently, depending on a wide variety of different settings and actual monitors. Therefore a specific product image you see on your computer monitor may be different shade to the actual piece, we cannot be responsible for variations between the actual product color and how it is displayed on your screen.

*Immediate action required. To receive credit or replacement for damaged merchandise, Grats Decor must receive notification of any damaged or defective merchandise within 48 hours of delivery confirmation. We  reserve the right to deny a damage claim in the event we are not notified within 48 hours of delivery. You may notify us by email info@gratsdecor.com or by phone 415-593-7323.
*Damage claims made after 48 hours of delivery window, unfortunately, will not be accepted and are unable to be returned.
*All shipments received by the customer should be opened and inspected immediately.
*Upon delivery, please take time to inspect all items shipped thoroughly for any damage that may have occurred in transit prior to signing any delivery documents, if package is damaged, note on driver's "Bill of Landing".
*Please take photographs of damaged merchandise and of the packaging (inner and outer). Grats Decor will not process a damage claim without photographic documentation.
*Save all packaging and the damaged item until claim is resolved as they may needed to substantiate a claim with the shipper.
*Damage claimes are considered case by case, it will be up to Grats Decor to evaluate the situation and either issue replacement or refund (minus shipping) for damaged item.
*Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

DEFECTIVE PRODUCT MAY NOT BE RETURNED FOR REFUND, REPLACEMENT ONLY.

REPLACEMENT POLICY
If customer receives a defective product, Grats Decor will replace the same item and ship via same shipping method (as original order) at no cost to the customer. Customers are required to notify Grats Decor of any defect within 2 days of receipt to be eligible for the free replacement.
Due to the delicate nature of some of our products and the inevitable bumps encountered in transit, a product may occasionally arrive with some damage. If you receive a damaged product, please contact us right away. To assist us, please include all available reference information about this order.