Returns FAQ
What is your Return Policy?
MADE-TO-ORDER:
Please take time to inspect your order as soon as you receive it! Should there be any shortage, factory defects or quality issues you must contact Customer Service within 7 business days from the original delivery date at 512-462-1444 or via email at webservice@alexandermarchant.com.
Please ensure that items are returned unused, have not been installed, and are in original factory condition or they will not be eligible for return. (Items are specified as non-returnable on individual product pages.)
Restocking fees will vary from 20% to 40% depending on vendor. If there are questions or concerns about restocking fees, please ask your Project Manager Prior to the order being finalized.
How do I request a return?
Please contact Customer Service at (512) 462-1444 or at webservice@alexandermarchant.com to initiate a return.
We will then provide you with a Return Goods Authorization Form (RGA) number for your return. Please write this number on the outside of the box e.g. RGA#1234. Please include a copy of your original packing list inside the box.
How do I ship my return?
All shipping charges for a return are the responsibility of the purchaser. Items must be shipped unused, uninstalled, and in original factory condition.
Please ship via UPS, FedEx or USPS with SIGNATURE REQUIRED upon delivery. We cannot guarantee any refund if the items are not shipped back with signature required upon delivery. Please email info@alexandermarchant.com with tracking information once the shipper has issued it.
Can I return in-store purchases online?
Yes! If you have the order number + email address associated to the order, please contact Customer Service at (512) 462-1444 or at webservice@alexandermarchant.com to initiate a return.
When can I expect my refund?
It takes our warehouse about 1-2 weeks to receive + process your return. We’ll send you an email just as soon as we issue your refund.
What if my item is damaged, defective, or incorrect?
If an item has been installed, and determined to be faulty, malfunctioning, or otherwise defective, please report this issue to Customer Service immediately upon discovery so that we can proceed with warranty replacement or repair.
This process, and the warranty limits, may vary by manufacturer. Most items are covered for factory defect from one year of date of purchase. Alexander Marchant will then provide a return-shipping label for defective product.
