1. If an order is cancelled prior to shipment, payment will be fully refunded minus a 5% credit card processing fee. This is necessary to cover our costs incurred by the credit card processing agencies, which are non-reversible. Orders cancelled that were paid by cash or check will not incur this charge. Note that we consider your product to be "shipped" when it has been picked up from our warehouse by the freight carrier. After products are considered "shipped, cancellations are treated as returns as described below.

2. All returns require a Return Merchandise Authorization (RMA) from our Customer Service Department. Please e-mail us at [email protected] to obtain an RMA. No returns will be accepted or any credit granted without an RMA. To provide any credit or replacement units we must first have a chance to receive and completely inspect your return.

3. All claims for non-damaged returns must be made within 30 calendar days of receipt of merchandise, and only apply to merchandise in perfect (as-shipped) condition and in the original, undamaged packaging. Shipping charges on returns shall be the responsibility of the customer and all returned items must be returned in "new" or "like new" condition, in undamaged original manufacturer's packaging and crating materials when applicable and with all original product manuals and instructions. Items that have been partially or completely installed and/or assembled cannot be returned. After the product is received, inspected and verified to be in "like new" condition, a full refund will be provided on the product purchase price minus any original shipping charges and any return shipping charges and minus a 5% restocking/re-handling charge.  For products sold with "Free Shipping" or "Flat Rate Shipping" the actual freight cost to originally ship the product to and from your ship-to address will be deducted from your refund.

4. All claims for returns, damages or any other reason MUST BE MADE BY E-MAIL to [email protected]. The reason for the return must be clearly stated in the e-mail. Before taking any action you must have received a response from The Interior Gallery, with an RMA number. All shipments sent to The Interior Gallery without an RMA (Return Merchandise Authorization) number will be refused and the associated charges will be the sole responsibility of the sender.

5. All returned items must be returned in the condition in which they were received, in undamaged original manufacturer's packaging, and crating materials when applicable, and with all original product manuals and instructions. After the product is received, inspected and verified to be in "as claimed" condition, a full refund will be provided on the product purchase.

6. If you refuse an item delivered by a commercial freight company for any reason other than externally visible damaged merchandise or a shipping error by us, the item shall be treated as a return and charges described in Section 3 above shall be applied. Any additional freight carrier charges shall be billed to you.

7. Please note that custom orders may not be returned. If such products are damaged in shipment, we will assist you with freight claims, or if a product is found to have a manufacturing defect it will be repaired or replaced based on manufacturer's warranty policies.

8. Items being returned must ALWAYS be sent via ground transportation, insured by the sender. The sender is responsible for arranging the shipping carrier and pick-up for delivery back to The Interior Gallery, unless the return is due to no fault of the sender (for example, damaged merchandise or wrong item received) Shipping charges for items that are sent back by any means other than ground transportation (cheapest available) will be the responsibility of the sender minus the cost of the ground freight charge. This includes when the item is being returned at our expense it must be sent cheapest method possible.

When receiving your shipment it is important to do the following:

1. We use Roadway or other freight carrier for our deliveries. In some cases (larger orders) your shipment may consist of a number of individual boxes placed on a single pallet. We offer only curbside delivery unless specifically requested by the customer. The pallet may need to be separated to be unloaded. Unless specifically requested, no truck lift-gate service is ordered for delivery. Please note that you may need to have at least one other person to help the driver with unloading. If you do require additional unloading help or lift-gate services from the carrier, you may contact the freight carrier directly to request such service, however any additional charges for custom unloading are to be your responsibility.

2. Count all pieces of your freight. Ensure that all pieces are accounted for.

3. Check shipment for any visible damage to containers. If the boxes are dented, crushed, scratched, punctured, or cut it is very important to mark this on the bill of lading. If there is a possibility of damage it may be necessary to open the box and mark the actual damage on the bill of lading. It is important to be specific.

4. Due to the nature of the products we sell, boxes that have been dropped may not show obvious signs of external damage. This is very unusual, but could happen. You may want to open these specific boxes before the driver leaves to ensure that the contents do not have concealed damage. The driver may refuse to allow you the time to open specific boxes - if this is the case, open the boxes as soon as possible, but not later than 3 business days after the delivery, to inspect for damage. If we need to replace a damaged item it is in your best interest to contact us immediately, so we don't sell out of this item during the time you waited to report the issue. If the item is no longer available, customer service will assist you to make alternative arrangements, or arrange a refund.

Refusing a Freight Shipment & Freight Carrier Fees

If the shipment is damaged and unusable, it may be necessary to refuse part or all of the order. Call our shipping department at (214)-614-8176 before refusing any shipment. The Interior Gallery will assist in filing a freight claim for damaged freight if the carrier is our normal in-house carrier. If the carrier was chosen by the consignee then it will be the responsibility of the consignee to file such a claim.

Refusing a freight shipment for any reason other than visible damage is considered merchandise return and is subject to our return policy.

Should a shipment arrive with damages caused by the carrier, the carrier will return the merchandise "Dead Head" at no cost to either party. Do not attempt to return any shipment back to The Interior Gallery without prior authorization from The Interior Gallery. Please review the The Interior Gallery Return Policy for additional information.

Please note that any additional freight carrier's fees such as re-delivery, special notification, storage due to lack of response to appointment requests and lift-gate services are the responsibility of the customer (unless otherwise noted on your order). The Interior Gallery is only responsible for curbside delivery. The Interior Gallery will pay the basic delivery charges to the curb only. If other services, such as in-home delivery services are requested by the customer and billed to The Interior Gallery, all such fees shall then be re-billed to your credit card. If the freight carrier is unable to deliver the freight due to problems with contacting you or setting up delivery appointments, storage fees may be assessed by the carrier in such case all storage fees are the responsibility of the customer and shall be billed to your credit card.

International Freight Charges, Customs Duty and Broker Fees for Canada, Australia and Europe

We gladly ship to many countries outside of the US 50 states and we ship to all parts of Canada.  Please call for a quote. The associated fees (customs duty, brokerage fees, and any charges associated with the clearance procedure) are the sole responsibility of the purchaser. In the event that the purchaser does not pay these fees and they become billed back to The Interior Gallery, then The Interior Gallery is authorized to charge these fees to the purchaser's credit card, or, if no card is available, to seek collection from the purchaser.

 

PLEASE NOTE - Each of our items is carefully handmade by artisans and skilled craftsmen; therefore, variations in finishes, castings, dimensions, symmetry, color and detailing are anticipated and expected.  We cannot be held responsible for manufacture error or unexpected detail.

 

PLEASE NOTE:  Some product complaints MUST be handled by the manufacturer.  In such cases, that is not the policy of TIG, but the policy of certain manufacturers.