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    Refund and Return Policy

    Return Policy

    We want you to be overjoyed with your new purchase. If for any reason you are unsatisfied with a product you can notify us. Just like most return policies, we are only able to accept returned items that are in original packaging and like-new condition. This means that products with any scratches, stains, damages, or modifications cannot be returned. Please note that Standard Shipping and White Glove Shipping charges from the original order are not able to be refunded once these services have been provided by the carrier.

    Regular Return

    If you are outside of the fulfillment area you may return your order independently. The return shipment would need to be independently arranged and all associated costs covered by the customer.

    Assisted Return (limited availability)

    If you are within the fulfillment area you can request an assisted return in which case the carrier will collect the order for return. This would be a curbside collection only. The equivalent of the standard outbound shipping fee would be reduced from the product refund. Additional fees may be applicable if additional services are required. Please contact our team to see if you are within the fulfillment area.

    The products need to be received back to our warehouse within 30 days from the delivery or pick-up date. As soon as the returned product(s) are returned to our warehouse in good condition our team will issue your refund. In order to process your return as quickly as possible we ask that your order number be clearly marked on all boxes for our warehouse team. We are only able to issue refunds via the original method used for payment on the order. If the original method of payment is no longer available, we would be happy to issue a store credit equal to the amount of the refund.

    Custom orders, products marked as Final Sale, and any part(s) orders cannot be returned or refunded. Any item marked as "Final Sale" is not covered by our usual Limited Warranty.

    Refund Policy

    Refunds can only be issued via the method of the original purchase. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 5 business days for credit to appear. Prestige Home Office cannot be held responsible for third-party costs. Returns received past 30 days from the date of receipt and/or not received in original condition cannot be refunded. Shipping charges, custom and special order furniture, non-stock items, and polycarbonate are non-refundable. Standard Shipping, Express Shipping, and White Glove Delivery Service charges are not refundable. We do not accept any returns or exchanges on custom and special order furniture.

    All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are only covered by PHO Limited Warranty for 90 calendar days. Strictly no exceptions will be made for Final Sale items.

    Damaged or Defective Items

    We stand behind the quality of the products we sell. While cases are rare, damages and defects do happen once in a while.

    • Inspect item upon delivery. If you need to store your items for an extended period of time, such as during construction or renovation, please be sure to inspect the product before moving them into storage as the (3) day claims window will still apply.
    • If damage is noted, accept delivery and sign off with the carrier "damaged upon arrival"
    • Photograph the item and packaging. If the affected piece is an upholstered product please photograph the PI label, which is located at the underside of the product.
    • If an item or part is structurally damaged and completely unusable, refuse delivery of the damaged item or part only
    • Do not refuse undamaged items or parts, you are responsible for all redelivery costs, including but not limited to storage fees
    • To file a claim log into your account and select Claims. Select Create a New Claim to complete the web form.
    • Claims received in excess of (3) calendar days beyond the delivery will not be accepted
    • Photographs must be clear and attached to your claim within (3) calendar days
    • We will send a replacement via Standard Shipping, offer a blemish discount, or offer local repair reimbursement at our discretion. In the event of a replacement, items with structural damage and/or determined unusable will be fully replaced with an in-stock item where possible; items with aesthetic blemishes will be subject to a custom order replacement
    • The customer may be responsible for any labor and/or shipping of parts/(s)
    • Prestige Home Office’s furniture is for indoor use only, unless explicitly specified, and as such will not cover the costs for damaged or defective items in the event that the furniture was made damaged or defective as a result of customer negligence
    • If you do not accept any of our solutions to the case, you will be responsible for the safe return of the items (s) under our return policy
    • In the event PHO deems all resolution attempts have failed, PHO reserves the right at any time to cancel and refund the damaged or defective item in full, less all associated shipping charges
    • All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are only covered by PHO Limited Warranty for 90 calendar days. Strictly no exceptions will be made for Final Sale items

    Prestige Home Office Limited Warranty

    What Does this Warranty Cover?

    This warranty covers manufacturing defects in PHO furniture.

    How Long Does The Coverage Last?

    This warranty starts from the date of delivery. With exception to PHO Outdoor Furniture, this warranty lasts for 5 years on any metal or solid wood structural failures from residential, non-commercial usage. This warranty lasts for 1 year on any soft parts and workmanship related failures. Examples of failures covered in the 1 year warranty are threading, piping, buttons, rubber components, and parts with glue as adhesive, that come loose from residential, non-commercial usage.

    For PHO Outdoor Furniture, this warranty lasts for 3 years on any metal structural failures (2 years on Linnea, Hadley, and Maja products) from residential, non-commercial usage. This warranty lasts for 1 year on all soft parts and workmanship related failures, such as piping, decorative fabric or rope features. Examples of failures covered in the 1 year warranty are threading and parts with glue as adhesive, that come loose from residential, non-commercial usage. Outdoor furniture covers are not included in our PHO Limited Warranty.

    What Will PHO Do?

    For the 5 year warranty on metal or solid wood structural failures, PHO Concepts will provide replacement part(s) at no charge with a lead time of 14-24 weeks. The customer is responsible for any labour and/or shipping charges on the replacement part(s). For the 1 year warranty on soft parts and workmanship related failures, including threading, piping, buttons, rubber components, and parts with glue as adhesive, PHO will reimburse local repair charges under the conditions that 1) The repair service quote is first approved by PHO and 2) PHO does not guarantee the work performed by the local repair service, and cannot be held to further compensation in the event of dissatisfactory repair work.

    For PHO Outdoor Furniture 3 year warranty on metal structural failures (2 years for Linnea, Hadley, and Maja products), PHO will provide replacement part(s) at no charge with a lead time of 14-24 weeks. The customer is responsible for any labor and/shipping charges on the replacement part(s). For the 1 year warranty on soft parts and workmanship related failures, including threading and parts with glue as adhesive, PHO will reimburse local repair charges under the conditions that 1) The repair service quote is first approved by PHO and 2) PHO does not guarantee the work performed by the local repair service, and cannot be held to further compensation in the event of dissatisfactory repair work.

    What Does This Warranty Not Cover?

    This warranty does not cover marble, paint, leather, metal finish, fabric, fiberglass, foams, plywood, rugs, veneers, cushioning, and coating materials. PHO's furniture that is not explicitly specified suitable for outdoor use is not covered for damage or defect from outdoor use. Any problem that is caused by other abuse, misuse or an act of nature (such as wind, flood, freezing water – including splitting and breakage from water accumulation in tubing), animal damage, burn marks (including those resulting from sunlight passing through glass filled with liquid which can at certain times act as a magnifying lens), fading, staining and mildewing of fabrics, compression of cushion fillings/fiber, and failure to take reasonable care of the furniture including proper care and maintenance is neither covered. Consequential and incidental damages are not recoverable under this warranty. Coverage terminates if you sell or otherwise transfer the furniture. If the products are removed from the mainland US & Canada the warranty is considered void.

    All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are only covered by PHO Limited Warranty for 90 calendar days. Strictly no exceptions will be made for Final Sale items.

    Electrical component failures for lighting and standing desks is covered by PHO Limited Warranty for 90 calendar days.

    How Do You Get Service?

    For any warranty inquiries please complete the contact form via our 'Contact Us' page, making sure to include your order number, a description of the issue, and pictures or video of the product.

    How Does State Law Apply?

    This warranty gives you specific legal rights. You may also have other rights which vary from state to state.

    Changes to Terms and Conditions and to Site. PHO reserves the right to modify or change the terms of use of this site with or without notification.

    How We Give Back

    We believe in giving back; We are proud to give 1% of all orders directly to environmental not for profit groups whose focus is the protection, preservation and restoration of our planet. This means every time you purchase from us, 1% goes directly to an environmental cause.

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