Cancellation Policy
It is our mission to provide the best customer service in the industry. If you place an order for new merchandise and need to cancel your order. To receive the full merchandise amount, you must cancel your order within 24 hours of the original purchase date to avoid any delivery costs and restocking fees. You must call the main office for BuiltRight USA (303)-329-6482 or send an email to [email protected] within 24 hours of the purchase date issue the full refund.
Refund Policy
All items sold at Phillip Ramos Upholstery Inc and distributed by BuiltRight USA. Orders are fulfilled on a first come first serve basis, unless some items are otherwise in stock. To ensure an efficient delivery and order process for our valued customers, we require 24 hours’ notice of cancellations, so the customer does not incur any penalty or fee. If the order is not cancelled within 24 hours of the original purchase date, the customer will only receive 85% of the total purchase and be responsible for paying a 15% restocking fee. If the merchandise has been shipped or is in transit, the customer cannot cancel or receive a refund without paying round-trip shipping fees and a restock fee of 15%. Once the item is delivered, the customer has (5) business days to return the item including a 15% restocking. After the (5) day grace period, you can no longer return the merchandise or exchange. Any form of payment refunded will be refunded to the original form of payment(cash, check, credit card, financing, etc.) used during the purchase.
Exchange Policy
If you are not satisfied with your merchandise within (5) business days of delivery or pickup, you can return it and select something else of equal or lesser value. If you reselect a new/different item from the original order, you will encounter a 15% restocking fee, and a re-delivery fee, which will vary depending on your delivery location. All merchandise being returned must be in good condition and have no customer-caused damage to the original merchandise.
Return Policy
Fabric color options seen available on the website may vary depending on the physical condition of the selected or any specific dye lot made available by the supplier. If for any reason you are not satisfied with your purchase, you may return any item within (5) calendar days of being delivered to your home or business. Returned merchandise must be new and in unused condition. Special orders, where custom fabrics or frames are ordered, cannot be returned for any reason and are non-refundable. If the merchandise is agreed upon to be received by BuiltRight USA, you will be refunded the agreed amount. All returns will be subject to a 15% restocking fee and full round-trip shipping costs incurred by BuiltRight USA.
Furthermore, if the customer does not measure the space where the furniture will be placed, the customer will still be responsible for round-trip shipping costs and a 15% restocking fee. Returns are only accepted unassembled, in their original box or plastic. If the merchandise was assembled, it is no longer returnable unless approved by a team member at the manager’s discretion.
If the customer is not satisfied with the order or the merchandise is damaged, they are required to follow these simple instructions to return the merchandise to Phillip Ramos Upholstery or the manufacturer:
- If the merchandise is damaged, customers must inspect the furniture upon delivery, notify of damages on any delivery forms signed, and take pictures of the damage.
- Customer must email BuiltRight USA at [email protected] and call the main office (303)-329-6482 within (5) calendar days of receiving merchandise.
- BuiltRight USA must be given written acceptance by the customer via email that they agree to pay calculated round-trip shipping costs and pay a 15% restocking fee.
- Return all items in unused condition, unassembled, and in their original packaging.
Customers will not receive a full refund if:
- The merchandise received is a different texture, color, or finish than seen from our website pictures, a physical retail showroom, or described by our sales team members (there will be minor discrepancies between exact products).
- Customer receives wrong merchandise because they did not review original product sales receipt to make sure they selected the correct merchandise or shipping address(s) (we assume the information on the order conformation is correct after order is placed, so it is the customer’s responsibility to notify us with any errors or inaccuracies to make changes accordingly)
- The merchandise is determined by BuiltRight USA to be damaged, used, or neglected by the customer.
- The item returned is determined by BuiltRight USA to be damaged as a result of the customer delivering their own furniture after a customer pickup.
- The merchandise is damaged, and the customer does not allow BuiltRight USA or the delivery agent the chance to resolve the issue.
- The merchandise is damaged, and the customer does not report the exact damage at the time of delivery (we assume that all furniture is in perfect condition when delivered, so it is the customer’s responsibility to thoroughly inspect and document anything that is damaged or appears unusual).
- The customer’s furniture does not fit properly because the customer did not accurately measure the dimensions of the delivered furniture, the space where the furniture is to be placed, or the doorway that the delivery team must navigate to deliver the furniture to the exact location.
Shipping
At this time, we are exclusively offering store pickup for all products. All orders must be collected from our manufacturing facility. We’re excited to announce that we’ll be launching flexible fleet delivery options in the near future!