Refunds, Returns, and Exchanges Policy

Your satisfaction is important to us. We want you to love your items that you purchase from us, and to feel confident that your order will be shipped with care and arrive in great condition. However, if you receive a product that you don't quite like, or is damaged/defective, you can return it back to us and we'll refund you the price of your merchandise, subject to the terms stated in this Return Policy.

NO HASSLE RETURNS!

If you get your item and it's not quite what you expected, you can return it to us within 30 days of your order date and we'll give you a full refund for the price you paid for the item. Please see the SHIPPING CHARGES section below for information on refunds for shipping costs.

We do have a few rules for this policy... but don't worry, nothing too restrictive or complicated.

  1. Contact us at customersupport@boxwoodlane.com to start the process. 
  2. We must receive the item back in our possession before we can process your refund. Refunds are typically processed within two business days of us receiving the item back. Note that it might take longer for the banks to do their thing and for it to show up in your account.
  3. Refunds can only be credited back to the credit card, or Paypal account used to make the initial purchase.
  4. Items must be returned back to us in the same condition as you received them. No modifications should be made to the item, including attempts to repair or enhance the item.

The following also applies:

 FOR NEW ITEMS:

If you do need to return an item, the item must be unregistered, in complete original manufacturer's packaging, in the same condition as sold, with all accessories, literature, instructions, documentation and blank warranty cards. If any of the above conditions are not met, we reserve the right to refuse the return or charge a restock fee of not less than 15%, at our sole discretion.

FOR ESTATE COLLECTION ITEMS:

The item must be returned in the same condition as sold and as pictured on the website, unless damaged while in transit. Any accessories, literature, instructions and documentation that were included should be returned with the item. If any of the above conditions are not met, we reserve the right to charge a restock fee of not less than 15%, at our sole discretion. No attempt should be made to repair or enhance an item before returning it to us. This may disqualify you from receiving a refund.

 FOR DAMAGED/DEFECTIVE ITEMS:

If something is defective or damaged during shipment, please contact us within 3 business days of receiving your item(s). There are a few things that we'll need from you to process a claim for shipment damages:

  • Hold on to all shipping materials for potential inspection (don't tear down boxes and/or throw boxes away, etc.)
  • Take pictures of the damage and send them to us at customersupport@boxwoodlane.com (including damage to any boxes as well as the damage to the items) - we'll probably need to submit these to the carrier.

If possible, defective items may be repaired or exchanged for the same or manufacturer's equivalent model only. If repairing or replacing the item is not possible or reasonable, then the cost of the item will be refunded back to you. Refunds on returned items will only be made by crediting the account charged for the purchase.

 

FOR ITEMS THAT HAVE A NON-US DELIVERY DESTINATION

Please note that many of the terms in our Returns and Exchanges policy do not apply to items that have a delivery destination of any non-US address.

Any items that are shipped Internationally (either by us directly or via a 3rd-party shipping company) can not be returned. We will be happy to provide you with any additional information and/or photos to help you make an informed purchase decision, hopefully reducing any surprises that might make you want to return the item. Since many of our items are antique/vintage, you should expect for the condition to reflect the age and use of the item. If any items are damaged in shipment, the buyer should address this damage directly with the shipping company. Boxwood Lane is not responsible for any items lost by the shipping company. Boxwood Lane will insure shipments for at least the purchase price of the item (not including shipping charges). Boxwood Lane is also not responsible for any items that have been delivered, but perhaps stolen prior to the buyer taking possession. 

 

HOW TO RETURN PRODUCTS:

Before sending a product back we ask that you please contact us to make arrangements for the return. You can contact us by emailing us at customersupport@boxwoodlane.com within 30 calendar days of placing your order (or within 3 business days of receiving your order for items damaged in shipment). We'll need you to provide the following information so we can help you with your return request:

  • customer name 
  • order number 
  • item name/number
  • order date 
  • the reason for the return
  • if applicable, photo(s) showing any damage 

 

SHIPPING CHARGES FOR RETURNED ITEMS

If you've received a damaged item:

We will make arrangements to pay for the return of the damaged item and to refund you the original shipping costs (if any). Note that you need to report any damage to us within 3 business days of receiving the damaged item.

If we sent you the wrong item:

We will make arrangements to pay for the return of the incorrect item and to refund you the original shipping costs (if any). Shipping costs to send out a replacement item will be based on the current shipping charges for that item (i.e., if the item qualifies for "free shipping" or the actual shipping costs based on item weight, destination, and delivery speed). Please let us know that you received an incorrect item within 3 business days of receiving your order.

If you've changed your mind and/or just don't like the item you received:

We know... it happens. No problem. We'll still provide a refund within 30 days of making the purchase. However, the original shipping charges are non-refundable (if there are any), and the buyer will need to pay for the shipping costs to safely return the item back to us.

Ground Shipping should be used for all returned items unless otherwise required by Boxwood Lane LLC. For your protection, we also strongly recommend that all shipments be insured for the value of the merchandise. Any returned item that has missing accessories, is broken, or is incomplete in packaging will be subject to the minimum 15% restock fee. 

Don't worry... we'll try and make your return as painless as possible. We know how disappointing it can be to get something that isn't quite what you expected. So we'll work hard to make it right!