Refund Policy

Refund Policy for Underwinds

Effective Date: [Insert Date]

At Underwinds, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your furniture or decor, our Refund and Return Policy provides you with clear instructions on how to initiate a return or exchange. We strive to make the process as simple and stress-free as possible.

Please take a moment to read through our refund and return policy before making a purchase. By ordering from Underwinds, you agree to the terms outlined below.

1. Returns

We understand that sometimes an item may not be exactly what you were expecting, and we want to ensure you can return your purchase with ease.

  • Return Timeframe: You may return most items within 30 days of receiving your order.
  • Condition of Return: To be eligible for a return, the item must be:
    • In new, unused, and unassembled condition.
    • In its original packaging (including all tags, instructions, and accessories).
    • Not subject to special promotions, clearance, or non-returnable items (such as custom orders or final sale items).
  • Return Process: To initiate a return, please contact our customer service team at contact@underwinds.com with your order number and the reason for your return. We will provide you with detailed instructions on how to return the item.

2. Exchanges

If you'd like to exchange an item for something different (such as a different color, size, or style), we're happy to help. The process for exchanges is similar to that of returns:

  • Exchange Timeframe: You have 30 days from the date of receipt to request an exchange.
  • Condition for Exchange: The item must meet the same condition as outlined in the Returns section above.
  • Exchange Process: Contact us at contact@underwinds.com with your order number, the item you wish to return, and the new item you'd like to receive. If there’s a price difference between the items, we will either issue a refund or charge you the difference.

Please note that exchanges are subject to product availability. If the item you wish to exchange is out of stock, we will discuss alternative options with you.

3. Refunds

Once your return is received and inspected, we will process your refund. The refund will be issued to the original method of payment, and you will be notified by email once your refund is complete.

  • Refund Timeframe: Refunds will be processed within 5-7 business days from the date we receive the returned item. Please allow additional time for your financial institution to reflect the refund in your account.

  • Refund Amount: If your return meets our return policy criteria, you will receive a full refund for the cost of the item. However, the original shipping costs (if applicable) are non-refundable. You will also be responsible for the return shipping costs unless the item is damaged, defective, or an error was made in processing your order.

    Note: If the item is returned in a condition that is not considered "new and unused" (e.g., damaged, missing parts, or signs of use), the refund may be partial or declined at our discretion.

4. Non-Returnable Items

Certain items are not eligible for return or refund. These include:

  • Custom or personalized orders (items made to your specifications or with custom requests).
  • Final sale items or items purchased at a significant discount.
  • Gift cards and any digital products.
  • Items that are marked as non-returnable during checkout.

If you're unsure whether an item is eligible for return, please contact us before purchasing, and we'll be happy to clarify.

5. Damaged or Defective Items

If your furniture or product arrives damaged or defective, we are here to help. Please follow these steps:

  1. Inspect the Item Upon Delivery: If possible, inspect your furniture before signing for the delivery. If there is visible damage or a defect, please note it on the delivery receipt.
  2. Report the Issue: Contact us within 48 hours of receiving the item to report any damage or defects. Please provide clear photographs of the damaged or defective item, including the packaging if applicable.
  3. Resolution: After reviewing the photos and verifying the damage, we will offer a resolution. This may include:
    • Sending you a replacement at no additional cost.
    • Issuing a refund if the item cannot be replaced or repaired.
    • Arranging for the return of the damaged product at no cost to you.

Important: If you fail to report damage or defects within 48 hours of delivery, we may not be able to process your return or refund request.

6. Return Shipping Costs

  • Customer-Paid Return Shipping: If you are returning an item for reasons other than damage or defects (e.g., a change of mind or ordering the wrong size), you will be responsible for the return shipping costs.
  • Prepaid Return Shipping (Defective/Damaged Items): If the item is defective, damaged, or there was an error in fulfilling your order, we will cover the cost of return shipping. We will provide you with a prepaid return shipping label to use for the return.

Note: Return shipping fees are non-refundable.

7. How to Return an Item

  1. Contact Us: To start your return or exchange process, contact our customer service team at contact@underwinds.com with your order number and reason for return.
  2. Packaging: Carefully pack the item(s) in their original packaging to avoid damage during return shipping.
  3. Shipping: Once we provide you with a return shipping label (if applicable), send the item back to us. Please retain the tracking number for reference.
  4. Processing: After receiving your return, we will inspect the item and process your refund or exchange as soon as possible.

8. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible. We can cancel an order before it has been shipped. Once an item has shipped, we can no longer cancel it, but we will gladly assist you with a return once the item arrives.

For cancellations, please contact us at contact@underwinds.com.

9. Changes to This Policy

Underwinds reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page, and the effective date will be updated accordingly. We encourage you to review this policy periodically.

10. Contact Us

If you have any questions or concerns regarding our Refund Policy, or if you need assistance with a return or exchange, feel free to reach out to us:

Email: contact@underwinds.com
Address: 212 N. 2nd St., STE 100, Richmond, KY 40475

We are here to help and ensure that you are completely satisfied with your purchase!