Returns & Cancellation Policy
Cancellations
Once we receive your order we get to work on it right away, therefore it may not be possible to cancel an order that is in progress. To request a cancellation please contact us at info@ddistillery.com or 410-433-1616 and we will attempt to stop or modify the order. Once an order has been confirmed by the manufacturer, cancellation is not possible. Cancellation requests may take several days to process and you will be sent an email upon confirmation.
Returns
We want you to love your purchase. Design Distillery accepts returns on most accessories and small products (in new, uninstalled condition and original packaging) within 15 days of receipt, unless otherwise noted. Contact us at info@ddistillery.com or 410-433-1616 to initiate a return merchandise authorization (RMA). Once your return request has been authorized you will be sent shipping labels by email. Simply print, attach to the box and drop off at your local UPS store. If you prefer to use your own shipping account please provide us with the tracking number. Return authorizations expire 10 days after they are issued so please initiate shipment within this timeframe.
Your refund credit will be issued after the item has been received and inspected. If you used our labels, the cost of the return shipping will be deducted from your refund.
All furniture is considered Special Order and once confirmed, we do not accept returns, cancellations or exchanges. Floor models, sale merchandise and items marked “non-returnable” or “final sale” may not be returned. See more about Special Orders below.
Special Order Policy
We order all furniture items specifically for you, from manufacturers both near and far. Once these orders are confirmed, they cannot be modified, cancelled, or returned. Our goal is to provide accurate lead time information, based on our history of working with a particular manufacturer and the information they provide. Please note that these estimates are subject to change and we cannot be held responsible for arrival delays beyond our control.
Damages
Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, we ask that you inspect all items individually once they arrive so that any damage claims can be made immediately. If your item arrives damaged or with parts missing, you must notify us within 3 days of receipt of the item(s). We will arrange a prompt replacement or repair of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact us and we will be happy to replace the item or send replacement parts as soon as possible. In some instances it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to utilize this as a solution.
Defective Products
Please keep in mind that defective goods (those with factory defects, missing parts or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 15 days of receiving your order.
Warranties
Most of our manufacturers guarantee their products with a warranty. Please contact us if you have questions regarding specific product warranties.
