Our Quality Guarantee
Any product that arrives in damaged condition will be handled at no additional cost, as per our quality guarantee. Please notify us within 24 hours of damage.
We do our best to ensure all items are packed and labeled appropriately for safe shipping. However, very rarely, an item may arrive with damage or a manufacturer defect. Don't worry! We will ensure that you get a replacement or a refund as soon as possible. Please follow these steps:
Inspect your package before signing: Visibly damaged product on a freight shipment must be either refused upon receipt or noted as damaged on the Bill of Lading. Parcel shipments with a visibly damaged product should also be refused. You should open the package and visually inspect the item before signing. If the driver does not let you open the package, make a note that the package is damaged until further inspection.
Notify us within 24 hours: Email us to notify us of a damaged item either received or refused. For received items, ensure to include photos of the item and packaging to returns@annieandoak.com along with a detailed description.
Hold for Pickup: We will send you an RGA form and shipping label to include with your return. Ensure to write the RGA# on the return box for fastest processing of the return.
Your replacement: Your replacement item will ship out immediately.
Defective product: If your product is defective, notify us within 30 days of receipt, and the same process as above (for damaged products) will apply.
Cancellations and Courtesy Returns
If you need to cancel an order, please call us as soon as possible for a same day refund with zero fees. If your item has already shipped, we will need to process the cancellation as a return.
Return Goods Authorization: All returns must be pre-authorized and accompanied by an RGA form. Package must have an RGA# on the box. Please submit your request to returns@annieandoak.com. Any returns that do not include the RGA form will not be processed.
30 days: All returns must be requested within 30 days of ship date.
Return Shipping: Customer is responsible for return shipping costs. For orders that were shipped by freight, the original shipping cost will be deducted from the refunded amount.
Restocking Fee: Returns are subject to the following variable restocking fees, depending on the manufacturer:
- Blanco, Elkay, Houzer, Franke: 10% (special order items: 25%)
- Alfi Brand, Whitehaus: 25%
-
-
Return Condition: You must return the item in it's original packaging in saleable condition. Products that have been installed or damaged will not be granted a refund. Be sure to include all original packing materials, manuals and accessories to avoid any additional fees.
Refund: Refunds will be issued back to the original method of payment used when placing the order.
