All merchandise ordered must be received and signed for by the Consignee (person placing the order) or a copy of their valid ID must be presented to the delivery person. The carrier will call you in advance to make an appointment for delivery and you must be available to receive the merchandise or a designated adult (over the age of 18) with the copy of your ID.
PLEASE OPEN AND INSPECT ALL MERCHANDISE IMMEDIATELY UPON RECEIPT. Do not let the driver leave until you have thoroughly inspected your merchandise, as this is very important.
If there is any damage to the package or merchandise, you must REFUSE the delivery. Once you accept delivery, you are accepting the merchandise, as is*.
Please see below for more detailed instructions on how to handle damaged items.
For refunds of returnable items, you must notify us within fourteen (14) days of receipt that you wish for a refund and request a Return Authorization number.
Items returned without prior authorization will be refused.
*** PLEASE SEE OUR RETURN POLICY PER BRAND **
Non-Returnable (Defective and/or Damaged merchandise will be repaired or replaced):
- Aeon Furniture
- Regina Andrews Designs
- Trade Winds Furniture
Returnable w/Re-stocking Fee, once approved:
- Chandra Rugs - 10% restocking fee.
- Moe's Home Collection - 10% restocking fee
- Noir - 15% restocking fee.
- Selamat Designs - 10% restocking fee.
- Sika Designs - 10% restocking fee.
- Surya - 10% restocking fee.
Returnable for Full Refund, minus Shipping Costs in both directions:
Once you place an order, if you have buyers remorse and wish to cancel an order, you must do so within 2 days (48 hours), as once your item(s) are in our Order System, canceling is considered a Return at this point.
Cancelations beyond 48 hours and/or delivery refusal(s) that are not showing damage may be subject to a 25% re-stocking fee, plus all shipping costs incurred.
If you are not happy with your purchase and wish to return it, you must notify us within fourteen (14) days of receipt for a Return Authorization Number.
After obtaining a Return Authorization you must ship the item within the following 14 days. Items returned without prior authorization will be refused. No exceptions, as we must make timely returns/exchanges to our vendors as well.
Please save and return all items in original packaging material, with all tags intact. When returning items, we highly recommend insuring the item against damage or loss, as you will be responsible for the item(s) until it is delivered and received by us and/or back to our supplier. We cannot accept items back that have been damaged by your return shipper. In this case, you must file a damage claim with your carrier, as only the shipper can make this claim. We will send you photos of the damaged item for your damage claim.
All items must be returned in their original, unworn and unused condition. If merchandise has been used and clearly shows the use, returns will be rejected.
Please check with us for return shipping address, as all merchandise will be returned directly back to our suppliers.
Returns of items shipped with Free Shipping:
We offer Free shipping on all orders. In the event that you wish to return a returnable item in which you received free shipping, we will refund the full price paid, minus all shipping fees and re-stocking fee when applicable. Please ask if you would like to know what these charges are before returning your item, as this fee can vary widely from item to item.
Please allow 3-5 business days (Monday-Friday) after receipt of the goods for our supplier to open and inspect returned merchandise and for us to credit your account. You will receive an email confirmation once your return has been inspected and your account credited. Your return credit may then take and additional 3-5 business days to appear on your account depending on your credit card processing company.
*** BREAKAGE CLAIMS/CARRIER DAMAGE ***
Please inspect all incoming items at time of delivery and REFUSE the delivery if you are positive that the merchandise is damaged. If you are unsure of damage, but suspect it, please follow the instructions below:
- Note the damage/suspect damage on the Carrier Receipt.
- YOU MUST KEEP ALL PACKAGING IN-TACT EXACTLY AS YOU RECEIVED IT, AS THIS IS VERY IMPORTANT TO OUR DAMAGE CLAIM WITH OUR CARRIER.
- You must notify us within 2 days of receipt of any/all damage claims.
- Your damaged item may be picked up by our carrier for inspection.
If you receive a broken/damaged item, this damage was caused during transit, as we thoroughly inspect all merchandise before it is shipped to you. In this event, we will open a Damage Claim through our carrier on your behalf and with your cooperation, this must be approved by our carrier for any reimbursement or replacement of product. If our damage claim is denied, we will in turn have to deny your claim.
*Please be aware that if you sign for the delivery without noting any damage or possible damage you are clearing the carrier, supplier and seller of any responsibility, and it is very unlikely that your Damage Claim will be approved.
Anytime the carrier is presented with a clear delivery receipt it becomes the responsibility of the consignee to provide the carrier with evidence of neglect and /or mishandling, as well as why the said loss and/or damage was not noticed and noted at the time of delivery.
Please do NOT ship the broken item back to us. It may be inspected at your location by the carrier and then you may dispose of it.
Once the damaged item has been inspected and the damage claim approved you will either be credited for the amount paid or the item will be replaced.
Private Property Damage: Heavens Gate Home & Garden uses a number of carriers to deliver goods to the customer and unfortunately, we are unable to file claims for damage done to private properties. We are only able to file claims on freight damage/losses of the merchandise being delivered. If this should happen, the claim is between you (or your private property insurance company) and the carrier.
By ordering from our website, you are hereby releasing HGHG from any harm caused to your private property by any carrier.
HOLIDAY/GIFT RETURNS: If you purchase an item from our web-site as a Holiday or any type of occasional gift, please make a note of that intention in the comments section of the order form. If this is the case, we will extend our return policy from the standard 5 days of receipt rule to the 15th of the following month from the date of receipt.
All "holiday" themed merchandise is non-returnable after the holiday has passed, regardless if it's within the 5 days of receipt.
Policy as of 9/5/19.