We offer a 14 day return policy. If you are not satisfied with your purchase for any reason, you may return it for a refund, however, a 20% restocking fee in the form of store credit will be applicable. Please remember to retain the original packaging until you are sure that you will be keeping the item. The item and packaging must be in brand new, resalable condition to be eligible for return. Items must be shipped securely in their original packaging, and you must contact us within 10 days of receiving your order. The customer is responsible for return shipping costs. Refunds will be issued less the cost of the original shipping and restocking fee (with the same method of payment as the original transaction) once the item is received in our shipping warehouse. Contact us at email@example.com to get more information.
Please check your parcel for damages, if any, upon receipt. To be certain there are no damages, you may open your parcel while delivery driver is still on location. If you see damages it would be ideal to take a picture of the damaged box and item, and to report the damage on the BOL (Bill of Lading) or to reject the shipment altogether depending on the damage. Contact us immediately if this issue arises. Rexfair cannot take responsibility for any damages if the above actions were not taken.
Policy for defective items:
We have a rigorous quality check practice in place to verify all items twice before they are shipped out. However, life happens and there may be a rare case that an item with minor flaws gets shipped out. In the unfortunate event that you face any problems with your product please take photos or video that demonstrates the issue and describe the issue in as much detail as possible. Contact us at firstname.lastname@example.org right away and our claims staff will work with you to determine the appropriate steps.
Actual photos of defect must be emailed to: email@example.com immediately after receipt of order.
** Please remember to retain the original packaging! If the item is damaged, the packaging is considered as evidence in a claim.
As a resolution, we will either provide you with a new product, a replacement part, offer blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your product refund (please note a 20% restocking fee will be applicable). Note that all of our products come with a 6 month warranty period.
*Rexfair reserves the right to request return of the defective unit before sending a replacement. Defective unit must be properly packaged.
Refunds can only be issued via the method of the original purchase. If original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 5 business days for credit to appear. Rexfair cannot be held responsible for third party costs. Returns received past 30 days from the date of receipt and/or not received in original condition cannot be refunded. Shipping charges, custom and special order furniture, non-stock items, lighting and polycarbonate are non-refundable. Standard Shipping, Express Shipping, and White Glove Delivery Service charges are not refundable. We do not accept any returns or exchanges on custom and special order furniture.
All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are not covered by Rexfair Warranty. Strictly no exceptions will be made for Final Sale items.
An important message to our customers
Running our business operations during the COVID-19 pandemic has presented challenges that no one could have anticipated a few short months ago. We assure you that our co-workers have been working actively to fulfill online orders, increase capacities, and meet your needs in new ways, all with new health and safety practices at the forefront. This includes strict physical distancing measures, rigorous cleaning and sanitization, contactless deliveries and new operational procedures, to keep our co-workers, customers, and delivery partners safe.
We recognize that, despite our best efforts, there have been long wait times, delays, and cancellations, due to the unprecedented surge we’ve seen in online orders. Our normal ways of working have been disrupted and this is true for our service providers who are also experiencing similar challenges and increase in demand.
We want you to know we are working hard to fix that.