RETURN POLICY

We kindly ask our customers to open and inspect all product within fourteen (14) days of receipt. We will gladly accept returns provided you report any issues within this initial 2-week time frame. Full details of our warranty policy can be found here.


Please note, original shipping costs are non-refundable.

Merchandise must be returned in the original condition. Please be aware that you will be responsible for any return shipping costs, and there will be a 10% restocking fee once we have received the item(s).

Unfortunately, we cannot accept returns of sales merchandise, or issue credits or exchanges if there is any evidence of excessive wear-and-tear*.

*We define “normal wear-and-tear” as color fading over time, cushion indentations after a year, leather loosening and/or stretching, and so on.
If you have any concerns or are having any issues and you’re not sure if this description fits your experience, just get in touch and we’ll figure it out together.

 

If an order is refused due to damages upon delivery, please contact us immediately at 1.800.382.9303 or via email at support@industrywest.com to notify us of the refusal so that we can proactively address any replacements that are needed.

HOW TO RETURN AN ITEM

 

PLEASE NOTE, ITEMS CANNOT BE RETURNED TO OUR RETAIL LOCATIONS.

 

  1. Call 1.800.382.9303 or email support@industrywest.com and request approval for a return.
  2. If your item has arrived damaged, please include at least one (1) photo, the name(s) and quantity of the product(s) affected, and your order number in an email to support@industrywest.com
  3. Our support team will work with you to assess the issue, and if the item is eligible for return, you will receive a custom Return Merchandise Authorization (RMA) code.
  4. All returns must include the custom Return Merchandise Authorization (RMA) number, which must be clearly marked on the outside of the package. Any shipments returned to our warehouse without this RMA number will be refused upon delivery and may be subject to additional fees.
  5. Please repack your return shipment very carefully! Returned items that are damaged during shipment back to us due to poor protection or packing may result in a reduction to the total amount refunded.
  6. Ship your return package, with your return authorization number clearly marked in the package, to the following address:
    Industry West
    Attn: Returns Department
    4660 POW-MIA Memorial Parkway Suite 100
    Jacksonville, FL 32221
  7. Please allow 7-10 business days for processing once your return is received.

For further instructions or additional questions regarding a return, please e-mail support@industrywest.com

COMMERCIAL PURCHASES 

Once shipped, orders for commercial use are not returnable/ refundable unless they are damaged in transit or have a manufacturing defect (click here for more detail on what our industry-leading warranty covers).

We have an extensive swatch program and are happy to provide discounted sample units to ensure that you and/or your clients have the opportunity to really get a sense of how the piece you are considering will work in your space.

SAMPLE PRODUCTS 

Samples must be returned in original condition within 30 days of receiving the product. Please be aware that you will be responsible for any return shipping costs, but you will not be a charged our standard 10% restocking fee once we have received the item(s).

To request an extension on this 30-day policy, please contact support@industrywest.com