Política de reembolso
Our return policy is good for 30 days from the time the item ships to the customer. If more than 30 days have passed, unfortunately we can not offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the original condition that you received it in. It must also include all of the original packaging. Do not return a lighting fixture that has been installed. It will be refused and a refund will not be issued.
Several types of goods are not eligible for return. Any items that are custom made or made to order, including all custom upholstery, are final sale and are not eligible for returns. All close out items and open box are final sale. Gift cards, delivery, white glove, insurance and shipping charges are also not returnable or refundable. Holiday items are also not returnable once the holiday has passed in the current year.
Please email email@example.com. Please include your original invoice number, item number and the reason for your return request. Someone will get back to you within 24 hours. We will issue an RGA number to return the item. That may take a few days to request from manufacturer. Do not ship the item back to us and do not ship to the manufacturer until we have issued the RGA #. It must be written on the outside of the box. Failing to follow these instructions will guarantee that your return is not honored.
We do not charge restocking fees on items eligible for return. However customer is responsible for all return shipping charges and insurance. If item is damaged on the way back to manufacturer, it will be your responsibility to file a claim with your carrier. Please pack your item well.
Refunds (if applicable)
Once your return is received and inspected by manufacturer, we will send you an email to notify you that your item has been received and whether the return was accepted by the manufacturer.
If your item is received in new original and salable condition, we will issue a credit to your original payment method. During Covid, this may take up to ten business days from receipt of return item. If you are local, you are welcome to return the item directly to our showroom. We will inspect item on the spot and credit can be issued immediately.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org. Please make sure to include your invoice and RGA# with the name used to place the order.
Sale items (if applicable)
Only regularly priced items may be refunded, unfortunately close out or open box items cannot be refunded.
Exchanges (if applicable)
We will replace items if they are defective or damaged. They also must have been purchased through Black Whale Home in the last 30 days. If you need to exchange it for whatever reason, please contact customer service at 760-634-3113 or email email@example.com..
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will be notified about your return.
Defective or Damaged Product
If an item that your ordered was received defective or damaged, please call customer service at 760-634-3113 or email firstname.lastname@example.org. Please email pictures of the damaged item and explain what the damage is. This will speed up the return and replacement process. Please note your order # on all correspondence. We will send you a call tag and ship your replacement out as soon as your return is received.
Errors or Changes to Pricing on Website
We will honor pricing for any orders placed on our website. If pricing changes or is corrected on our site before order is placed, original pricing will no longer be honored.
Sales and discount codes are only valid during specified periods and must be purchased during that time. Sale prices and discount codes will not be honored if the code or sale is no longer active.