Furniture, Upholstery, Custom Draperies, or Made-to-Order items
Because these products are typically made-to-order, orders cannot be cancelled
or returned. This would include furniture (e.g. tables, case goods, coffee
tables, chairs, occasional tables, upholstered seating, outdoor furniture etc),
custom draperies (panels, roman shades, valances, swags and all other soft
treatments), and drapery hardware. Should you have any questions regarding
whether or not your product falls within these restrictions, please call us at,
800-820-ITZA(4892), or email us at
customerservice@itzagalerias.com.
Accessory Items
Accessory Items (i.e. non made-to-order items, e.g.
accessories, candles, mirrors, wall décor, table décor etc) can be returned to
ITZA Galerias within 10 days of receipt with a restocking fee applied of 10% of
the purchase price; freight charges will not be refunded. Should the item be
received damaged, a full refund will be issued, including shipping charges.
Should you have questions whether or not your product falls within this category
please contact us at, 800-820-ITZA(4892) or email us at,
customerservice@itzagalerias.com. For all returns: You must obtain a Return
Authorization Number (RAN) prior to returning any items. To obtain a RAN please
call 800-820-4892. Returned products MUST be in new and unused condition and in
their original box with all the documentation, parts and accessories to ensure
full credit. "New and Unused" means saleable condition, not used, and not dirty.
We cannot issue refunds for an item with any indications that it has been used.
Return shipping costs are your responsibility unless the item is damaged or
defective.
Damaged Items
ITZA Galerias will do everything possible to ship your items in
good condition. Unfortunately, packages may be damaged during the shipping
process. If your order arrives to you damaged, broken or defective, we will
either repair the piece, replace the broken parts, or replace the entire piece
and ship out a new one at our discretion and at our expense. Please be sure to
inspect your item(s) for any damages immediately upon arrival. Please do this
even if you are not going to immediately use the item(s). Should your item
arrive to you with visible damage to the packaging material, please refuse
delivery and we will arrange for a replacement.
Contact our customer service department within 2 business days of the delivery
date to report the damage. Please be sure to have information such as product
name, item number, and date of order. We will not be able to replace damaged
merchandise if we are not notified within 2 business days of the delivery date.
We will continue to make every effort to get you individual replacement parts.
Requests for replacement parts will be processed as quickly as possible but may
take time due to manufacturing timelines. Please note that we are not able to
express ship replacement pieces. Please contact customer service via e-mail at
customerservice@itzagalerias.com or via telephone at 800-820-ITZA(4892).
Incorrect Address
Should an item be undeliverable because of an incorrect address, or if delivery
of the item(s) is refused, ITZA Galerias will charge a $20 refusal of delivery
fee plus any additional freight charges incurred by ITZA Galerias. Once ITZA
Galerias or its manufacturer receive the returned item(s), ITZA Galerias will
either refund the purchase price minus all freight charges and the refusal fee,
or arrange for a 2nd delivery with any additional charges for freight applied to
the customer’s account.
