Any item returned, even if never having been received, that was paid with a debit, credit or prepaid card will charged 2.5% credit card processing fee. We pay 2.5 to 3.0% of the cost of any item bought, to the credit card processor. When you return an item, that fee is not refunded to us. E.g. if you buy a couch for $1000.00 the fees would be $25.00. You would then receive a refund of $975.00. This is not a punitive charge. If you purchase through QuadPay and change your mind the amount will be 5% as we pay an increased transaction fee for this service. As a small business we cannot afford to pay $25-125.00 every time a guest changes their mind about a purchase. We appreciate your understanding.
Delivery charges are not refundable. Labor is expended in regards to delivery by store salespersons, our dispatchers , and order pickers: if you cancel your order delivery will not be refunded.
Any items that a customer wishes to return that are not defective will incur a 20% restocking fee. We can not sell these items as new after we have issued them to a customer. It is the customers responsibility to inspect all purchases upon receipt. If item is in under 7 days, and returned in like-new condition, we will issue a 80% refund to the original payment method on file. Depending on your card issuer’s policies, it may take up to 5 business days after we issue your refund for the credit to appear. This applies to non-defective materials. Customer must return to warehouse - we will not incur cost of return for non-defective items. Items in used condition will not be accepted.e.g.: Pet hair, stains, abused item. Item must be in like-new condition; if damaged, soiled, or visibly used, item will be deemed non-returnable. Upon arrival to our warehouse, the product will be inspected within 48 hours, and the appropriate refund will be issued. Please note that shipping charges are non-refundable. Mattresses are not returnable unless structurally defective and proof of defect is sent, with photo, to support with 12 hours of delivery. During this time due to Covid- 19 no comfort related returns will be allowed on mattresses due to possible virus transmission. Floor models are final sale and cannot be returned or refunded. If you decide to cancel an order and that order has already been loaded with our 3rd party delivery company, or if the order is en-route then please be aware that you will be charged a 99$ delivery fee, even if you qualified for free delivery. This will be deducted from your refund, If you confirm delivery and are then unavailable for delivery when truck is en-route you will have to pay a second delivery fee as we are charged for every delivery loaded, regardless of delivery status.
If you order through SNAP and wish to return an item - you must pay the restocking and credit card processing fee in order to do so. This amount will be invoiced to you. When it is paid a refund for the item returned will be initiated through SNAP.
Items that are defective in their construction will be accepted as returns for 30 days - items must not show signs of abuse or misuse. After this point we will use our best judgement when constructive issues must be remedied as far as how to proceed.
Any custom order of rug(s) are subject to restocking fee after opening original box.
We do not accept any return after 1 month of usage (or damaged products due to excessive use). However, we do offer free repair of products, unless evidence of abuse or misuse are present. Please note that it is customer's responsibility to return the product to the warehouse for repair and when repaired it is the customers responsibility to pick-up. Also, if items are purchased and customer fails to pick up and then wishes to request refund a 10% warehousing fee shall be applied along with credit card processing fee and deducted at time of refund.
We are happy to exchange an item if your order has not already shipped. Exchanges for shipped products are not allowed and would fall under our 7 day return policy.
In the unlikely event that you receive a product that has been damaged in transit or is defective, we are happy to provide a prompt replacement, or in some situations a repair (broken couch leg, missing button etc..).
If you notice the packaging or item is damaged upon delivery, please refuse the item from the shipping company and contact us. If the item is readily available, we will send out a replacement item within 5 business days.
If you notice the damage after delivery, please take a few photos and send them to firstname.lastname@example.org within 24 hours of delivery. Our team will assess the damage and work with you to determine a solution.
Out of Area Requiring Freight Shipment
Ashcroft Imports will not accept any non-damaged returns when shipping outside of 4 city shipping zones: If you live outside DFW, Austin, San Antonio and Houston, and you require the use of a 3rd party shipping company: we will not make any refunds relative to your purchase or shipping once your items are in transit. If your items are damaged you may acquire a service or personally return the items yourself. It will generally take 7-21 days to ship your items.
Please understand that we will do our best to ship your items as expediently as possible. We have however, come to realize that there are often variables beyond our control when shipping outside our normal shipping areas. We would greatly appreciate your patience when these items arise.
Super Sale Campaign & Outlet
Due to very high shipment costs for furniture products, at Ashcroft Imports, we have no returns or exchanges policy for special campaign (e.g. Super Sale, Outlet, Black Friday, warehouse sales, In Store Clearance etc.) sales and all sales are final. Refunds are not given for any reason on any invoice for the products that are included in the special campaign sales. This includes, give me a discount items that have been discounted. Specifically all closeout items from outlet center are non-refundable.