Refund policy
Special and custom orders are non-stock items and are non-returnable/refundable. If the merchandise is pre-hung, pre-cut, or altered in a special way for the order to be fulfilled, it is non-returnable/refundable.
No returns will be accepted unless previously authorized by Italvave in writing or by email. Customer agrees and understands that there will be a restocking charge of 20% invoice price. Shipping cost and return shipping costs are non-refundable. All returns must be in merchantable condition, in the same packaging and/or wrapper condition as when purchased. All returned goods are subject to warehouse inspection before credit will be issued.
Customers must provide proof of purchase for all returned goods. No material will be accepted for return after 30 days.
Receiving Shipments
Once a shipment/delivery is received, the customer must inspect the contents of each package before signing the bill of lading. All visible damages must be noted on the bill of lading; however, it is also very important to open all received boxes and inspect the products for any concealed damage at the time of delivery. If the driver does not allow you to examine the freight, please note that on the bill of lading. All damages must be reported to Italvave within 48 hours of the shipment/delivery date. Failure to comply with these rules will disqualify customers from merchandise replacement.
Damaged or Defective Parts
In order to fulfill requests for parts, photos of the damaged/defective parts or items are required. Claim forms need to be filled in and attached alongside photos. Italvave will determine the best resolution and will file damage claims to the shipping company.
Exceptions / non-returnable items
Custom products (such as special orders, custom cabinets, custom furniture, or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Cancellations and Change Orders
Shop items and special orders cannot be canceled after the manufacturing process begins. All cancellations and change orders are subject to production and/or material charges which have occurred prior to the submission of the cancellation or change request. While Italvave will make every effort to honor cancellation and change requests, an order is considered firm when the order is placed, and the customer is liable for the full price of those orders.