Oakestry Ash Pan for 22" Basket Fireplace Grate

 : Returns policy : 

1. A) Return Procedure

Contact our Customer Service Department at info@oakestry.com +1 302-572-5111 with your order number to obtain a Return Authorization (RA) number before shipping your return, indicating the product and quantity you are returning, and the reason for the return of each item in your email.
We might ask you to take photo(s) on the product in case of defective return.
Once you receive the RMA email with Return Instructions:
- Wrap the item(s) carefully in its original condition and packaging, as all return products MUST be undamaged and in their original packaging.
- To properly assist you during the return process, please save the tracking info provided to you and email that information to us. This will better assist us in tracking any issues that might occur during transit.
We'll also pay the return shipping costs if the return is a result of our error (errors include, but are not limited to: wrong size, wrong address, wrong item, duplicate shipment etc.).

If the item is being returned for reasons falling under ‘Buyer’s Remorse’, we will not cover return shipment cost. We will, however, charge a 10 % restocking/cancellation fee as the case maybe. Buyer’s remorse covers, but is not limited to:
Accidental orders Cancellation after ship out Items no longer needed/wanted
We will not accept any returns unless we have issued RMA # (Return Merchandise Authorization Number). RMA#’s expires 30 days from the date of delivery of the item.

Unauthorized Return

We will not accept unauthorized returns or exchanges. Packages without a Return Authorization Number will be rejected even if it has arrived in our warehouse.
If you have any questions or need help, you may contact us to assist you.

B) DAMAGE/DEFECT POLICY -

In an unfortunate instance that your product arrives damaged or defective, contact our Customer Service Department within 48 hours of receipt of the order for help. In case of Damage and Defects, providing photographs will help us process your request sooner and will lead to quicker resolution timelines. Damage replacements or damage replacement parts are provided with no additional cost to our customers. In rare circumstances, a replacement part/ full replacements may become unavailable, in which case, we will contact you with an alternative resolution.
Please keep the damaged items along with original packaging as we may want it back to send the replacement. Please do not dispose them by any means without our prior consent or authorization – failure to do so will result in non-acceptance of returns and/or refunds.
Fabric and/or product smells are not considered defects. Some items may have a new product smell based on different materials used in manufacturing and packaging. Returns based on a new product smell will be subject to standard return policy return fees.

C) ORDERS RETURNED WITHOUT DELIVERY:

If an order is returned as undelivered due to incorrect shipping address or non-availability of recipient to accept delivery (in cases where we require signature confirmation) or due to refusal to accept shipment, it shall be considered as a return and our standard Return Policy is applicable on such orders. In addition to the restocking fees, the actual Shipping & Handling charges for outbound and return shipping are chargeable to your account.

D) CANCELLATION POLICY

You can cancel your order and obtain a refund at any time BEFORE we process the order to our warehouse. However, we do process orders very quickly and after it is processed unfortunately there is no way to cancel/ MODIFY it.

In order to change an order after you have placed it, you must contact our customer service team at info@oakestry.com or +1 302-572-5111, in order to determine if your order has entered the shipping process yet.

E) WARRANTY POLICY

Different items have different warranty policies. All warranties, if any, are provided by the manufacturer directly and not by us. We request you to please contact the manufacturer before purchasing if you have any doubt about the warranty of an item. If you have an item that is eligible under a warranty issued by the manufacturer, you should exercise your rights under that warranty rather than going through our General Returns Policy.

F) Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item..

G) LOST SHIPMENTS POLICY –

a) If a shipment is not received by the expected delivery date and tracking info does not show an estimated delivery date: Please notify us of all tracking delays, and lost shipments within 10 days of expected delivery date. There might be an unexpected travel delay, and we can assist you and update you with the details. In case a carrier has lost a shipment, please notify us immediately, and we will file a ‘Lost Tracer’ with the carrier. The carrier will respond within 5 to 8 business days and report if the package was located or is indeed lost. If the package is lost, a full refund can be issued or a replacement sent. If the package is found, a reattempt at delivery will be set up.

b) If a tracking number indicates completed delivery, but a package has still not been received: Please notify us within 5 days of the tracking delivery date. Please double check the following: Inside garage, side door or back entrance, with neighbors, the front desk, and/or anyone else living with you etc. If Oakestry is notified within 5 days, the carrier will be contacted and a ‘Lost Tracer’ will be initiated. The carrier will respond within 48 hours and report if they have been able to locate your package or confirm if it is indeed lost. If the package is lost, a full refund will be issued or the item will be reshipped (as per your discretion). If the package is found, a reattempt at delivery will be set up.