Lexora's Return Policy
Please be advised that policy rules may differ depending on the Authorized Retailer the order was purchased from. If you are unhappy with your purchase, please review your purchase confirmation for the correct party and contact the Authorized Retailer you purchased from.
All returned items must be shipped in an undamaged “new” condition, with original packaging and crating materials, for the return to be accepted. A return merchandise authorization (RMA) must be requested and approved prior to shipping any products back to the Authorized Retailer. If the return is accepted, it will be inspected upon arrival at the warehouse and once approved, the applicable credit will be provided.
The following types of items may not be returned under any circumstance:
Items that have been partially or completely installed and/or assembled
Modified or altered items
Items not in original Lexora packaging and crating materials
Orders refused by customer for reasons excluding damages to the merchandise, manufacturer defect or shipping error, shall be treated as a return and be subject to terms and conditions of the return policy and procedure.
Any noted damage to the purchased item must be reported to Lexora or Authorized Dealer within 48 hours of delivery.
For visible transit damages, please refuse the item with the freight company upon delivery. The majority of minor issues/damages can be replaced by parts sent from the Lexora warehouse and do not require a full return of the item. If minor damage is visible upon delivery, please note this on the Proof of Delivery slip, which is given at the receipt of the delivery. If you are unable inspect the delivery shipment right away, please note “Subject to inspection, possible concealed damage”.
If a replacement part is required, please contact the Authorized Dealer as noted on your purchase confirmation.
Returns of non-damaged items must be made within 30 days of merchandise delivery. All returns must be returned in “new” condition and in undamaged Lexora packaging and crating materials or the packing materials of the Authorized Dealer.
Customers in possession of their purchased item who wish to make a return must ship the item back via shipping carrier of their choice. Upon Lexora’s receipt, inspection and approval of the returned item, a credit will be issued less a 25% restocking fee and Original Shipping Fee.
Customers cancelling their order after receiving shipment tracking confirmation and after the item is in transit are responsible for fully receiving the item and returning the merchandise utilizing their own means. A 25% restocking fee, Original Shipping Fee and Return Shipping Fee will be applied as a deduction to the return.
If an item is being returned to an Authorized Dealer, an RMA must first be approved by the Authorized Dealer, and then tracking information for the return must be provided to Lexora. The tracking number must be active within 30 days of delivery. Once the return is inspected and approved, a credit will be issued less a 25% restocking fee and Original Shipping Fee.
No returns will be accepted after 30 days from item delivery date.
Ordered the Wrong Size/Style
Customers are urged to request a sample prior to placing their orders via email@example.com. Lexora and Authorized Dealers are not liable for any Customer error of size or product finish selection.
Customer should confirm all measurements prior to placing an order. If you received an incorrect size, please contact the retailer with whom you purchased from. Please note, if it is determined that you ordered the incorrect size, you are be responsible for the return of the incorrect product and the appropriate delivery charges, if any.
All Lexora products are handcrafted by experienced professionals who take ample time and care making each product unique and one of a kind. We strive to provide exceptional quality products as well as customer service.
If the product is noted as defective, a return request must be provided within 30 days of the delivery date. Photos and videos indicating the defect are required for a return or replacement of order. Please also provide the product item SKU # and Batch # found on the packaging of each Lexora item or the Quality Control Sticker found on countertops and cabinets. Once provided, Lexora will investigate the issue and provide an appropriate resolution and/or approval of return.
Please note replacements of defective products are available. Please contact Lexora’s Customer Service at 855-453-9672, firstname.lastname@example.org or email@example.com for assistance.
Orders can only be cancelled prior to shipment. Approved order cancellations will receive an email confirmation of status. If the order is not in Lexora’s warehouse and is en route, the shipment cannot be cancelled.
For a full refund of shipment fees, cancellation must be made at least 24 hours prior to the shipment pickup ready time on the day of pickup.
If an order is refused due to a cancellation that was not provided in a timely manner, it will be deemed a Buyer’s Remorse Return. A 25% restocking fee along with the Original Shipment and Return shipment shall be applied to customer’s credit.
If the freight company delivering the item has made multiple unsuccessful attempts to contact you to establish a delivery date and time, the freight company may apply storage fees which will be applied to customer’s order.
If incorrect contact information was provided at the time the order was placed to Lexora or a re-consignment (change of address) is requested after the item is already in transit, customer shall be responsible for any fees incurred as well as delay in the delivery of the order. Lexora hereby reserves the right to charge additional storage fees to the responsible parties.