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Refunds, Returns & Damages Policy

Refund/Return Policy:
PLEASE OPEN AND INSPECT ALL MERCHANDISE IMMEDIATELY UPON RECEIPT.
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 seven (7) days of receipt that you wish for a refund and request a Return Authorization number.
Items returned without prior authorization will be refused.

You may return merchandise for a full refund of the cost of the item (minus all shipping & handling costs) with the exception of the following Brands, which are either Non-Returnable or Returnable w/Re-stocking fee, as listed below:

Non-Returnable (Defective and/or Damaged merchandise will be repaired or replaced):
  1. Trade Winds Furniture
  2. CR Plastic Products
  3. Aeon Furniture
  4. Sofas To Go
  5. Roost - any item weighing more than 70# (mostly furniture), as these items must be shipped via freight, or any large order containing multiple items, also requiring freight delivery (ie:  1 order for dozens of lighting fixtures).  In cases of the multiple items, you may return up to 3 items of each product code.
Returnable w/Re-stocking Fee:
  • Chandra Rugs - 20% restocking fee.
  • Control Brand - 20% restocking fee.
  • Forever Green Art - 25% restocking fee
  • Innit Designs - 25% restocking fee.
  • Selamat Designs - 20% restocking fee.
  • Sika-Design - 15% restocking fee.
  • Stilnovo - 20% restocking fee.
  • Surya - 15% restocking fee.
  • Tag Furniture - 20% restocking fee.

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 and shipped from our vendor to us for forwarding to you, canceling is considered a Return at this point.

If you are not happy with your purchase and wish to return it, you must notify us within seven (7) days of receipt for a Return Authorization Number. 
After obtaining a Return Authorization you must ship the item within the following 7 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.

Buyer is responsible for all shipping & handling costs.  You will be refunded the cost paid minus the Original Shipping Fee or Actual Shipping Fee (whichever is greater) + a $10.00 Handling Fee.  
Example:
Total Order = $90
Original Shipping Fee = $10.95
Total Paid = $100.95
Return:
Total Paid $100.95
Minus Original Shipping ($10.95) + Handling Fee ($10.00) = $20.95
Return = $81.37
or IF Actual Shipping had cost more than the $10.95 charged
Return:
Total Paid $100.95
Minus Actual Shipping ($12.48) + Handling Fee ($10.00) = $22.48
Return = $78.47
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 some merchandise will be returned directly back to our supplier, if not, our website return address is:

Heaven's Gate Home & Garden
2403 Outlook St.
Kalamazoo, MI   49001

Returns/Free Shipping Items:
We offer Free shipping on all orders over $100 in sales. 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 re-stock fee, when applicable), for the item minus a 10% original shipping fee or the actual shipping cost + handling fee ($10), whichever is greater, on all items that were shipped with standard ground shipping. In the event that the item required additional shipping fees due to Oversized boxes or weight and/or Freight Delivery, you will be credited minus the actual original shipping fee + handling. Please ask if you would like to know what this charge is before returning your item, as this fee can vary widely from item to item. You will be responsible for the return shipping fee as well. For returns of large items, you may request that we make arrangements for a "Call-Tag" to have the item(s) picked up, however, you will be responsible for this Call-Tag/Return fee.

Please allow 7 business days (Monday-Friday) after receipt of the goods for us (or our Supplier) to open and inspect returned merchandise and 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.

*** CARRIER DAMAGE / BREAKAGE CLAIMS ***
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 not sure, please follow the instructions below:
  • Note the damage/suspect damage on the Carrier Receipt, if possible.
  • 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 3 days of receipt of any/all damage claims
  • Your damaged item will be picked up by our carrier for inspection
If you receive a broken/damaged item, this damage was caused during shipment, as we thoroughly inspect all merchandise before it is shipped to you.  In this event, we will open a Damage Claim through our shipper; with your cooperation, this must be approved for any reimbursement or replacement of product.  If our damage claim is denied due to your lack of cooperation, we will have to deny your claim.

Please do NOT ship the broken item back to us. It will 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 be either credited the amount paid or the item will be replaced.

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.

Revised Policy as of 7/23/16. Thank you! Sue

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