Returns

 

We want you to be delighted with your new purchase. Please review your item(s) upon delivery. If there is an issue with your order, contact our customer service team via phone or email within three (3) days of receipt. If you receive a damaged, defective, or incorrect item, we’ll make it right.
 
 
If you're not completely satisfied with your purchase, just contact us at the email address or phone number above to return or exchange eligible items, but please keep the following in mind during the return process:

Terms and Conditions

 

  • Payment Terms: A 50% deposit is required to commence production. A 50% balance is required before shipping.
  • Cancellation: Orders may be cancelled without forfeit of your deposit if the production process has not yet commenced, including purchase of materials: timber, fabric, metal, etc. Orders cancelled 7 days after placement with factory will forfeit deposit. A restocking fee of 15% the net value of the order may be charged to accepted cancellations. 
  • Production: Lead time is about 8 weeks, excluding international holidays.
  • Storage: A fee of 2.5% the net value of the order will be charged weekly after the third free week holding at our warehouse.
  • Warranty: Standard Collection and Bespoke products are covered by a 3-year warranty.
  • Damages: Damages must be inspected within 10 days of delivery with photos of product and packaging submitted in order to be eligible for replacement from manufacturing or shipping defects. Stellar Works reserves the right to inspect, repair, or replace items at its discretion.
 
  • Returns must be received in original condition within 30 days of receipt or date of purchase, whichever is later.
  • Shipping and delivery charges are non-refundable.
  • Returns are accepted only at our warehouse.
  • Returns with a receipt will be refunded in the same form as original payment was made.
  • Returns will reflect original discounts and promotions.
  • Be sure to retain the original packing materials, receipt, and all merchandise tags for returns.
  • Fees will be waived at time of return in the exchange process for products of comparable value. 

 

Proof of purchase is required for exchanges, credits, or refunds on eligible items, plus amount of tax paid according to applicable state law. For your convenience, we will accept the following as proof of purchase:
 
  • Original paper receipt
  • E-receipt
  • Original packing slip
  • Order number
 
Upon return, your item will be inspected, and exchanges, credits, or refunds will be issued for the purchase price. Tax will be refunded in accordance with applicable law. Shipping and delivery fees are not refundable except in cases of manufacturing defects or transit damage. We reserve the right to refuse returns or exchanges of items that are not in like-new condition because of misuse or damage caused by a customer. Please keep in mind that furniture is vulnerable to damage during shipping. For this reason, it's important that you please keep and use the original packaging materials for any items you wish to return.
 

What can’t you return or exchange?

  • Items marked “final sale” or “non-refundable” are sold “as is.”
 

Returns Costs

  • For defective items, identified within 14 days of receiving, Stellar Works will help organize and cover the cost of return shipping. 
  • For non-defective items, whereby you have changed your mind and want to cancel your order within 14 days of receiving, you will be responsible for the full cost of return shipping as well as the 20% re-stocking fee.

 

What if I need to cancel my order?

Orders may be cancelled without forfeit of your deposit if the production process has not yet commenced, including purchase of materials: timber, fabric, metal, etc. Orders cancelled 7 days after placement with factory will forfeit deposit. A restocking fee of 15% the net value of the order may be charged to accepted cancellations. 
 
  • If you order by credit card, your card will be charged as each item is shipped.
  • Custom and special order items cannot be cancelled.
 

Risk of Loss

All purchased items are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier. If your order is placed with a purchase order, the shipping terms of FOB shipping dock will supersede any shipping terms in your purchase order.