Charlie’s Fixtures LLC’s (”Charlie’s Fixtures”) Return Policy governs all issues relating to the allowable standard returns for purchased items through the website and the procedure that needs to be followed.
1. Standard Returns
Subject to our approval, regularly stocked item, or items which Charlie’s Fixtures regularly maintains inventory, should be returned within 14 days from the received date. The item must be unused and in its original packaging. We will not be able to accommodate any return request for items which have been delivered more than 14 days ago.
Please be advised that the following items may NOT be returned under any circumstances:
a. Equipment and appliances covered by manufacturer’s warranty
b. Custom manufactured or made to order items
c. Special order items
d. Closeout or final sale items
e. Items removed from original packaging unless they are found to be defective
f. Items with obvious signs of wear and tear
g. Used equipment, appliances, and supplies
h. Opened items with missing parts
j. Aerosol canned products
k. Disposable and consumable items
l. Hazardous material products
2. Defective Merchandise
Defective items must be reported within five business days of the receipt of the merchandise.
You will be required to provide photographs with high resolution showing the damage and a statement describing the damage found on the item. If your return request is approved, you will be provided with a pre-paid shipping label for the return.
3. Delivery of Incorrect Product
If an item not in your order was inadvertently delivered to you, please notify us immediately at (833)-580-0008 or email us at firstname.lastname@example.org. Our customer service representative will arrange to have the correct item delivered to you immediately. Please ensure that the incorrect product delivered is unused and in its original packaging. Our customer service representative will advise on how the received item should be returned. Charlie’s Fixtures will cover the cost of the return shipping.
4. Drop-Ship Deliveries
Drop-ship deliveries occur when the ordered items are shipped from the manufacturer or supplier directly to the customer. In cases where the return request is for drop-ship deliveries, we will have to coordinate with the manufacturer or vendor for the return of your item. Therefore, please expect a longer response time from Charlie’s Fixture. Our customer support representative will coordinate with you on this matter at the soonest time possible.
5. Missing Product
If a delivery is made indicating an item was delivered but the product is not found in the delivered package, please report to us within five (5) business days from receipt of the delivery, and we will get back to you as soon as possible.
6. Exchange of Items Delivered
If you would like to exchange a purchased item for another product from our stock, we will be more than happy to assist you. Please email us at email@example.com. You will be responsible for all applicable shipping fees for the return of the delivered item and the delivery of the replacement item.
7. Return Process
We will make the process of valid returns as easy as possible. Please contact our customer service representative at (833)-580-0008 or email us at firstname.lastname@example.org with the following details:
a. Order Number in the subject line;
b. Full Name;
c. Email Address;
d. Mobile Number;
e. Item Number;
f. Reason for Return;
g. Details about the Return; and,
h. Model and Serial Number for equipment and appliances.
Please give us a maximum of seven (7) days to review your return request. If your return request is approved, a Return Merchandise Number from Charlie’s Fixtures will be provided to you with further instructions on how to return the item.
When returning the purchased item, please repackage the item in the original box and include a copy of the return form provided to you. The package should be sent to Charlie’s Fixtures for the attention of “Charlie’s Online” at 2251 Venice Boulevard, Los Angeles, CA 90006.
Once your return has arrived at our warehouse, we will inspect the product and determine if it is eligible for return. You will be contacted by our customer service representative for further instructions.
Approved returns will be refunded, less applicable fees through the payment method used when you made your purchase. Please allow up to 30 business days for your return to be processed and for the refund amount to be made.
9. Restocking Fees
There are various costs in processing a return, and we only charge a 25 percent restocking fee on the value of all items to be returned. This stocking fee will be deducted from your total refund amount.
10. Shipping Costs
Shipping costs of returned or exchanged items will be at the expense of the buyer unless Charlie’s Fixtures shipped a wrong order or the item was received damaged.
11. Rejected Return Request
Our customer service representative will send you an email if your return request is disapproved. If you have not received an email advice from Charlie’s Fixtures within 14 business days from your return request, please email us at email@example.com.