Refund policy
Returns
Room Tonic maintains a 30-day Returns Policy. If more than 30 days have gone by since your purchase, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Bespoke antiques, vintage, and decorative items cannot be returned. Gift cards are non-refundable and cannot be returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned.
Custom orders of any kind are non-refundable and not eligible for return. This includes special orders for furniture such as chairs or coffee tables or even accents such as custom lacquered mirrors, custom made pillows, upholstered items of any kind and other custom ordered furnishings.
To complete your return, we require a receipt or proof of purchase. Please contact us prior to shipping the item so we can instruct you where to send it.
There are certain situations where only partial refunds are granted.
- There is a 25% re-stocking fee for any furniture, lighting, or mirror items that are eligible under our Returns Policy
- Any item that is not in its original condition, damaged, or missing parts for reasons not due to Room Tonic's error
- Any item that is returned more than 30 days after delivery
All shipping and handling fees paid for by Room Tonic on purchased items being returned will be deducted from the approved refund credit. This applies to shipping and handling on items that were purchased with Free Shipping. For instance, if a customer buys a console table for $2,000 with Free Shipping and the actual cost of shipping or freight is $400 paid for by Room Tonic to pick-up the console table at the supplier's warehouse and deliver it to the customer's home, $400 will be deducted from the credit on any approved return. This deduction is in addition to any and all re-stocking fees if applicable. Customer is also responsible for all shipping costs to return items back to Room Tonic. In some cases, Room Tonic may provide a pre-paid shipping label for an approved return. In such cases, the actual cost of that pre-paid shipping label will be deducted from the customer's return credit.
Shipping fees on items that are purchased without Free Shipping are calculated by Shopify based on a number of factors including weight and location of shipping address. Shopify's calculations are very often inaccurate in favor of the customer, because carton dimension information is not available on most items in our online store. As such, a customer might be charged $20 for shipping of a mirror or lamp, but in fact, the actual cost of shipping might be $75 paid by Room Tonic. While the customer enjoys a lower cost of shipping when receiving their purchase, they are fully responsible for all shipping fees for returns including actual shipping costs paid by Room Tonic. Customers are entitled to receive actual shipping cost information from Room Tonic upon request. Customers are encouraged to ask for this information before returning their items.
Returns of Custom-Made Products
Custom-made and custom ordered items are not eligible to be returned or refunded. Room Tonic reserves the right to refuse any and all requests for product returns. Each request will be handled on a case by case basis and will be initiated with a written Return Merchandise Authorization form (RMA). All authorized returns must be shipped as prepaid freight in the original carton. All authorized returns will be examined and evaluated for repair, replacement, or credit. Damages caused by insufficient packing and, or the sign of usage may result in an additional adjustment to the final credit being issued. Unauthorized returns will be refused.
Damage in Transit
Room Tonic is not responsible for damages or loss incurred in transit. All furniture is inspected and securely packaged before it is shipped. We offer the following suggestions when accepting a shipment:
- Do not sign the delivery receipt “clear” without completely inspecting the box for visible damage. If you are not given enough time to thoroughly inspect the contents of the boxes, sign the delivery receipt “pending inspection.
- If damage is found, keep all boxes and packing material and contact us immediately to file a damage claim.
- If an item is received damaged and the receiver refuses to accept the shipment, Room Tonic or the manufacturer will be responsible for filing the damage claim with the trucking company. The manufacturer will determine if that piece can be repaired or have to be replaced. In the case of custom-made orders, because a finish or fabric will have been applied, the order will remain “open” and cannot be cancelled.
Room Tonic shall not be held liable for any damage, fire or other casualty, accident, strike, government action, embargo, hostilities, or any other causes beyond Room Tonic’s reasonable control.
Claims
Any claim for repair or replacement must be presented in writing to Room Tonic within ten (10) days of receipt of your order. Any expense incurred in the shipment of said goods will not be the responsibility of Room Tonic or the manufacturer. Room Tonic’s liability shall be limited to stated invoice price of any defective goods and shall in no event include profits or lost profits. All replacement orders for freight-damaged merchandise must be accompanied by a completed carrier inspection report.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Late or missing refunds (if applicable)
If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at (781) 631-5555 or by email at customerservice@roomtonic.com.
Sale items (if applicable)
Only regular priced items may be refunded. Sale items are non-refundable.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@roomtonic.com and send your item to: Room Tonic, 22B Atlantic Avenue, Marblehead MA 01945, United States.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping of Returns
To return your product, you should contact us first. Depending on warranties and other factors, we may elect to have you ship your product directly to the manufacturer, or we may ask that you ship it to us at one of our warehouse locations
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Shipping of Customer Owned Material (COM)
Custom-made manufacturers have varying procedures for how they want to receive COM. In many cases, you will be expected to ship your fabric prepaid and clearly side marked with a product style number. Room Tonic accepts no liability for incidental or consequential damages.