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Return & Refund

Roots Burg Online

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Return and Refund Policy

Roots Burg want our customers always to have an enjoyable experience, from your first glimpse at our online store to all the way until you finalize your purchase. If you’re not happy with your purchase, we will do our best to make things right, which is why we offer a comprehensive exchange or return program for the first 24 hours after delivery.

Please be sure to familiarize yourself with the this policy before completing your order.

A. Return Policy

Please contact at info@rootsburg.com within first 24 hours of delivery to get a return authorization number subject to following terms.

Never Assembled Items

• Unopened returns will be subject to a 20% restocking fee (minus applicable delivery charges) if the product is in its unused, undamaged, never assembled.
• Products that have been opened, damages, scratches, assembly marks, etc. or any will not be eligible for a return
• All returns are subject to an inspection before return
• The customer is responsible for any return delivery charges
• The customer MUSTprovide insurance for all return shipments
• If product is damaged and no insurance is provided, Roots Burg is not responsible for processing the return.

Assembled Items

• All assembled returns are subject to a 70% restocking fee (minus applicable delivery charges)
• All products must be returned in the original packaging containing all parts
• All returns are subject to an inspection before return
• The customer is responsible for any return delivery charges
• The customer MUSTprovide insurance for all return shipments
• If product is damaged and no insurance is provided, Roots Burg is not responsible for processing the return.

Non-Returnable Items

• Mattresses
• Glass items
• Upholstery
• Discounted or Special sales Items
• Customized items
• Modified, Altered, or Used items
• Any Item not in Resalable Condition.

B. cancellation Policy

Please be sure to familiarize yourself with the this policy before completing your order.

• Cancellations made within 48 hours are not subject to additional charges.
• Cancellations made after 48 hours and your order has not shipped are subject to a 50% of sales price.
• Once an order has already shipped, it cannot be cancelled, rerouted or redirected. Please refer to our standard return policy.

Customized Items, Discounted Items, Special Sales items Order Return/Cancellation Policy

• Special Orders are not returnable, no exceptions.
• If a customer chooses to cancel a order of Discounted Item, Special Sales Item, Personal Use, Customized Item, they will forfeit their security deposit.

Special Order and Backorder Delays

• We will work hard to insure that there will be no delays, however, in the event they do happen, don’t panic. As you can imagine, things can happen that are outside of our control, but we will do our best to keep you informed of any changes. 
• Roots Burg will not be responsible for delays in general stock replenishment.

Refund Process

• Returned items will be inspected upon receipt to our warehouse, to ensure that they are in new condition.
• Any items returned in new condition with its original packaging will incur a return shipping fee (if applicable) which will be deducted from the refund amount.
• Any items returned in new condition but without its original packaging will incur up to restocking fee and a return shipping fee (if applicable), which will be deducted from the refund amount.
• Damages incurred during return shipping due to insufficient packaging will not be eligible for a refund.
• Return shipping is the same rate as our basic shipping fee.
• The original shipping or delivery charges are non-refundable.
• After we have inspected the returned goods, it generally takes 15 to30 business days for a refund to be credited back to you.
• For any assistance, call our Customer Service Department.

Special Terms

• Customer is responsible for measuring their space and to make sure that the furniture will clear all doorways, stairways or elevators, and home/room access points.  The Customer is responsible for ordering the correct configuration, size, material and color.  Any exchanges or returns are subject to the standard return policy and/or additional return delivery fees.
• Resolution of claims other than what was noted above is upon the discretion of Roots Burg
• Any claims filed after 24 hours and/or that do not follow the policy instructions are up to the sole discretion of Roots Burg to resolve

Picture VS Reality

• Color, texture, and graining variations can occur in natural products like leather, wood and stone. These are not normally considered imperfections. For wooden products all colors and textures are bound to have variations in every production line. Color representations on computer or mobile screens can be different based on settings and various display technologies.
• It is the customer’s responsibility to request additional information so they may decide exactly before purchasing. Customer also agrees that they may not dispute the finish, or color or texture or any other physical attribute after taking delivery of a product.

Warranty

• Roots Burg pure natural wood furniture is under life-time repair warranty.
• Any mixed material furniture will be covered One-Year limited Warranty for Manufacturer Defects.
• Mattresses, glass, bedding, upholstery or any other personal use items are not covered in warranty.