It is our main goal to provide you with high quality, luxury artisan made products, free of any damage or defects. We want you to be extremely happy with your new product. If you are not satisfied with your product, you have a 14-day window to return your item. And if your product arrives to you damaged, please notify us within 24-hours or delivery with photos and information about the issue.
The following products are not eligible for return:
- Customized products
- An item that has been altered or installed
- An item that is not in its original packaging
- An item without prior return authorization
- An item that is not in resalable condition
If you need to return a damaged, defective, incorrect, or an item that you are not satisfied with, please contact us right away to submit a return request. Roots of Heritage will cover the cost of return shipping for products that are damaged, defective, or incorrect, however clients are responsible for all return shipping costs for all other return circumstances.
Returning an order you are not satisfied with:
We will accept returns for up to 14 calendar days from the date the products were delivered to you. All return requests for unwanted items must be submitted within 14 calendar days of product delivery, and under no circumstances will products be accepted for return outside of the 14 calendar day window. Please check your order immediately once you have received. Do not destroy original packaging. Any items not in the original packaging are not eligible for return.
Returning a damaged, defective, or incorrect item:
It is extremely important that you examine your package upon delivery. If your package has been damaged during the delivery phase, make sure to refuse the delivery and sign the delivery receipt as damaged.
To file a damage, defective, or incorrect order claim, you must do so within 2 calendar days of receiving the item. Any claims made outside of this window, will not be eligible for approval. A minimum of 4 photos are required when submitting a claim, for the claim to be considered.
Any product returned to the incorrect location are subject to additional fees that will be deducted from your final refund.
Refunds will be issued upon inspection of the product being returned. Please allow 2-3 business days on top of the shipping time, for returns to be reviewed and processed. Once your return is processed, your refund will be submitted to the card/bank account you used to make the purchase. For the amount of time it takes for the funds to be refunded into your account, it depends on your specific bank.
All returned items no matter what the circumstance must be returned in the original packaging, include all original documentation, parts, pieces, and must be in new condition free and clear of any client use/wear and tear. Any product returned without company approval, will not be processed.
After 24-hours of original order, all sales are final. If an order is canceled within 24 hours from the time of placement, an additional 10% transaction and administration fee will apply. Most products are made to order, so the process of creating your masterpiece normally begins within 48-hours of your purchase to ensure proper delivery time.
At Roots of Heritage we offer our clients a 1-year limited product warranty that include manufacturer defects such as; leaks, damage to the structure, finishes, mechanical malfunctions, welds and basin slopes. All products must be inspected for warranty or defects prior to installation. If leaks are found after a product has been installed, this would be covered under the 1-year limited product warranty. If a defect is found, the Roots of Heritage team will either repair, replace or make adjustments to the product that is under warranty.
Please keep in mind that normal wear and tear or damage from customer use are not covered under this warranty. Materials such as copper, are expected to naturally change over time with normal use. All of our products are made from natural elements and at times can have imperfections and/or inconsistencies, or variances in color, texture, and patina, which are not covered under our warranty.
- Damages incurred as a result of installation.
- Damages produced as a result of replacement or repair of product.
- Damages from abuse or misuse of the product.
- Damages incurred from attempted alteration of product.
- Damages as a result of improper cleaning or neglect.
- Warranty covers the cost of the product itself.