Returns/Refunds on General/Commercial Accounts
Most of our products are of European origin and of a high end nature. Large custom orders can incur thousands in shipping fees. As a result it is important to be aware of the scope of our return policy in regards to custom orders. By our definition, a custom order is any order that originates from a foreign country which is not in-stock or warehoused within the U.S. at the time the order is placed. Most orders will be defined as custom orders.
All sales are final. We do not allow returns or order cancellations on custom orders unless there are bonafide manufacturing defects or the items delivered are inconsistent with the purchase order from the customer. In the event that a return is granted, merchandise purchased from Domus Outdoor must be returned to our Austin warehouse. No cash refunds are given; instead a store credit will be issued.
An order is considered executed after electronic or verbal confirmation; no signature is required to execute a sales contract. Incoming/Outgoing phone calls are recorded to maintain quality control; therefore any recorded order confirmations given over the phone constitute a sales contract. Cancelled in-progress orders are non-refundable and any costs incurred are the responsibility of the purchaser. If you need to modify an order due to a mistake in your purchase order, please contact us as soon as possible so that we can evaluate your request.
Returns received and not pre-authorized will not be refunded. Non-stock items and special orders are not returnable. Returns/refunds are only granted in the case of defective merchandise we are unable to repair or replace.
Actual cost of shipping item to you will not be credited or refunded. Claims for defective or damaged items must be filed within 24 hours of delivery. Please inspect your items immediately upon delivery. Claims received after 24 hours of delivery will not be processed.
Neither Domus Outdoor nor the shipping provider are responsible for the cost of shipping of returned items.
If a refund is granted you should expect to receive your refund within 30-60 days. However, in many cases you may a receive a refund sooner.
Cancellation of Purchase Orders on Trade Accounts
Following the receipt of a quotation(s), Trade Accounts are encouraged to submit a formal purchase order to proceed with placing an order. This is to help eliminate specification errors. Following the receipt of a purchase order and the receipt of a payment, a trade client making changes to an in-progress order may incur penalties if fabrication of the goods has already commenced. In the event a trade client wishes to cancel items from their purchase order after a payment has been made the following penalty will apply:
- 1-7 days after payment is received: 90% refund
- 7-14 days after payment is received: 60% refund
- 14-30 days after payment is received: 30% refund
- 30+ days after payment is received: non-refundable
*Any deposits for orders arriving by way of sea freight are non-refundable if the order is in transit.
**Trade Accounts are extended by invitation to tax exempt entities within the design trade such as architecture or interior design firms, or licensed contractors. Orders placed through Trade Accounts must be intended for resale purposes. If a Trade Account order is being purchased for personal/business use by the Trade Account holder (and not for resale to a 3rd party), it is subject to the terms and conditions of General Accounts and is not sales tax exempt. Real estate trusts, developers, brokers, or property management companies qualify for commercial account pricing, but do not qualify for "Trade Account" membership and are subject to the general public terms and conditions. Each Trade Account is assigned an account number, password, and login.
Commercial Account/Trade Account Orders Placed on Store Credit
If an order is placed on Domus Outdoor store credit, (i.e. Net 30, Net 60, etc.) the purchase order penalty schedule notated above will take effect the date the sales contract is executed. The balance due for a cancelled order will be sent to collections after 30 days of delinquency. Any balance due on a Commercial or Trade Account not satisfied within 30 days of the expiration of the agreed payment term will be sent to collections. Any legal fees or court costs associated with collection activity will be the responsibility of the account holder and will be added to the account balance. Late fees will be accrued at the maximum amount allowed by the laws of the jurisdiction in which the order was placed.