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Returns & Cancellations

Return policy

If you would like to exchange or return an item received in the last 30 days, you will need to request a Return Authorization (RA) number via email (Please note that Custom Orders and certain manufacturers are not eligible for return or exchange - see below for more information).  You can either send your email to returns@exteriorhomescapes.com or reply to your order confirmation.  Please include the reason for the return and also the original order number in your email. After submitting your return request via email, we will review the information and forward via email an RA number and instructions for returning the item. This Return Authorization number is valid for 15 days. Please do not return items to our Atlanta address without prior authorization as some returns may have to be shipped back directly to our suppliers. For returns on all lighting, accessories, furniture, and mirrors that are not defective, we are required to charge a 15% restocking fee (All Brownstone, CFC, Art Classics, E. Lawrence, Lloyd Flanders, Madisons, Inc., Modern History, Noir, Paragon, Peacock Alley, Somerset Bay, Capital Garden, Brookfield, Mirror Image, Fire Pit Art, Stanford Furniture, and Whitehall items are custom made to order and considered final sale). All custom items and certain manufacturers (see below) are final sale.  Select Aidan Gray, Alfresco, Arteriors, Currey & Company, Emissary, Emporium, Euro Style, Global Views, Jamie Young, Interlude Home, Loloi, Mirror Image, Regina Andrew, Robert Abbey, Selamat, Solaria, Studio A, Surya, Worlds Away, Anamese, Zentique, Port 68, Bungalow 5 and Real Flame items are non-returnable. Please contact us with any questions on whether or not the item you are interested in is a returnable item.

Please note that items shipped back to us without a return authorization number will not be accepted and will be returned to you. All items must be returned in their original, unworn and unused condition enclosed in original packaging within 30 days for a refund or exchange. In the event an item is returned in a condition where it cannot be resold, you will be asked to have the product picked up at your expense. If not picked up within 15 days of Exterior HomeScapes contacting you, the item will be destroyed in field or given to charity. Shipping fees are non-refundable. We offer free shipping on many of our items. If for any reason you need to return an item with free shipping, the refund you receive will be for the item price minus the standard shipping cost, in addition to the 15% restock fee. Standard shipping costs are based on item prices as outlined within our shipping information. If you opt to exchange your free shipping purchase for another item that also had free shipping, a standard shipping charge will be added to cover our costs. 

Furniture, Lighting, and Custom Items

Because many of these items are made to order, custom pieces are not returnable or refundable. Custom orders include (but are not limited to) any and all items from Brownstone, CFC, Capital Garden, Art Classics, E. Lawrence, Lloyd Flanders, Madisons, Inc., Mirror Image Modern History, Noir, Paragon, Peacock Alley, Somerset Bay, Brookfield, Fire Pit Art, Stanford Furniture, and Whitehall items along with select Aidan Gray, Alfresco, Arteriors, Currey & Company, Emissary, Emporium, Euro Style, Global Views, Jamie Young, Interlude Home, Loloi, Regina Andrew, Robert Abbey, Selamat, Solaria, Studio A, Surya, Worlds Away, Anamese, Zentique, Port 68, Bungalow 5 and Real Flame items. If you are at all uncertain if what you are ordering is considered custom, please contact us at 1-855-318-3211 to verify. You have up to 24 hours from the date the order was placed to cancel a custom order and to have the amount refunded to your credit card. After 24 hours custom orders are non-refundable. Upon delivery, please take time to inspect all freight shipped furniture items carefully for any damage that may have occurred in transit and contact us immediately. Claims against damaged items must be made within 3 business days. Unfortunately, claims made after the 3 business day window will not be accepted. We do not offer refunds or returns on damaged items, only replacements. Please refer to our vendor warranties for specific information on individual policies.

If for any reason your custom furniture piece does not arrive with the specifications that you selected when ordering, Exterior HomeScapes reserves the right to have the item or items replaced and reshipped at no additional charge to you. You should contact us immediately if this occurs so that we can get the replacement in the works as soon as possible. While the manufacturers do their best to ensure excellent packaging; occasionally glass and mirror, or larger freight items could get damaged at the hands of a delivery carrier in transit. Items received with broken glass or that are considered minor and can be repaired by a furniture technician ARE NOT considered defective products. ExteriorHomeScapes.com and the manufacturer reserve the right to repair or replace the item as quickly as possible. In these cases, you can contact our customer service department and we will be happy to address the concern at no additional cost to you.

Exterior HomeScapes does everything possible to assure a smooth and prompt delivery of your furniture and custom items. However, be aware and consider that there are circumstances out of our control that may arise and result in a delay in the production or delivery of your items. We do our best to give accurate lead times for each furniture manufacturer but estimated lead times are not a guarantee of a specific delivery date. We welcome your inquiries as the estimated delivery time approaches and we can follow up to give you a more specific idea of your ship date at that time. Also note that shipping time for freight items is approximately 7-15 business days from the time that the item(s) are scheduled for pickup from our manufacturer. We act as your liaison to best assist you in a prompt delivery but again, there are variables that are out of our control as we are considered a third party. We know you'll enjoy the product that is made especially for you!

Color note: Because every computer monitor & every web browser displays colors differently, we cannot be responsible for variations between the actual product color and how it is displayed on your screen.

Natural Products: All items made from natural products such as but not limited to-limestone, marble, alabaster, granite, reclaimed wood as well as natural finishes will have natural variations and no two will be the same. These variations should be expected and are not seen as defects.

Refunds

You can expect a refund in the same form of payment originally used for purchase within 7 days of our receiving your return. Please understand that it takes several days for us to go through returns and to inspect them. After inspection it is sent to our credit department for processing. If accepted, a credit is given and it takes several business days for a credit to post through the credit card processor and issuing bank. All returns and exchanges will be credited less 15% restocking fee and shipping costs. If an item was free shipping, the original shipping costs incurred by Exterior HomeScapes will be deducted. ExteriorHomeScapes.com reserves the right to charge restocking fees on any and all returned or exchanged items. If you have not received a credit and it has been longer than 7 days, please give us a call at 1-855-318-3211.

Wrong Products Received

If you are shipped a different product than you ordered, please email support@exteriorhomescapes.com or call us at 1-855-318-3211 within 48 hours of receiving the product. We will provide an RA #, instructions and a shipping label for shipping the product back. We will pay for the freight/shipping back and ship the correct product free of shipping/freight charges.

Cancellations and Changes

If you need to cancel or make changes to an order you must contact us the same day that you placed the order at 1-855-318-3211 or via email at support@exteriorhomescapes.com. Some orders ship the same day, so we need to know as soon as possible. Calling in or requesting a cancellation does not guarantee your order can be cancelled or changed as it may have already been picked or shipped by ExteriorHomeScapes.com or the manufacturer. For more information read our Cancellation Policy. Back-ordered items can be cancelled at any point before the item ships, or if it is made-to-order before production begins.

Defective Products

If an item is received by you and is thought to be defective please contact us immediately. Photo proof must be emailed to claims@exteriorhomescapes.com along with your original order number and the description of defect. If deemed defective by Exterior HomeScapes and the manufacturer, you will receive a replacement of the same item at no cost to you. Exterior HomeScapes will have the defective product picked up at no cost to you (the item must be in its original packaging). DEFECTIVE PRODUCT MAY NOT BE RETURNED FOR REFUND, REPLACEMENTS ONLY. Defective claims will not be honored after 5 business days of receipt.

Damaged Shipments

A Freight Line company may deliver the item(s) you have ordered if they are oversized. You, or persons acting on your behalf, must be present at the time of delivery. In such cases a representative from the freight company will call and set up delivery.

IF YOU RECEIVE A SHIPMENT FROM AN ORDER THAT YOU PLACED WITH EXTERIORHOMESCAPES.COM WITH OBVIOUS FREIGHT DAMAGE, YOU MUST REFUSE THE SHIPMENT AT THE TIME OF DELIVERY AND NOTE THE DAMAGE ON THE BILL OF LANDING. WE WILL THEN ORDER AND SHIP A REPLACEMENT TO YOU AT NO CHARGE.  IF YOU OR THE PERSON ACTING ON YOUR BEHALF SIGNS FOR THE SHIPMENT WITHOUT REPORTING ANY DAMAGE YOU ARE RESPONSIBLE FOR ALL DAMAGES AND MUST MAKE ANY CLAIMS WITH THE SHIPPER.  PLEASE MAKE SURE THAT YOU INSPECT ALL PACKAGES BEFORE YOU SIGN FOR THEM.

If you receive a shipment from an order that you placed with ExteriorHomeScapes.com with concealed damage, via freight line, or ground shipments (UPS/FEDEX), you must report the damage within 48 hours to our customer service department. If you fail to report the damage in a timely manner you could be responsible for all damages. Photo proof must be emailed to claims@exteriorhomescapes.com along with your original order number and the description of the damage. Damage claims will not be honored after 5 business days of receipt. DAMAGED PRODUCTS MAY NOT BE RETURNED FOR REFUND, REPLACEMENTS ONLY.

Order Confirmation Agreement

Order confirmations are automatically sent to the billing email address given by you during checkout. If upon placing your order online, you don't receive an email confirmation within 48 hours please contact us immediately at 1-855-318-3211. Upon receiving your order confirmation via email please review all aspects of the order for data accuracy; you have 24 hours from the time you receive the order confirmation to make any correction to the items listed on the order. If after the 24 hours you wish the items on the order changed, we will attempt to make the change with the manufacturer, if the order cannot be changed with the manufacturer, there will be a restocking fee charged. Orders should not be considered changed, unless you receive from Exterior HomeScapes, a confirmation email outlining the changes you requested, which you will only receive upon our verification with the manufacturer that the order has been changed. Upon receiving this email confirmation, you will be required to reply to the change order as verification by you of the changes.

For a complete list of Terms & Conditions please visit the "Terms & Conditions" link at the bottom of any page under Service & Support.