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Return Policy

Custom Barres Online Store Return Policy

All of Custom Barres’ brackets, barres and products are custom made specifically for you! Ask questions regarding layouts, quantity of brackets and wood sections if unsure and make sure to review your invoice prior to placing your order.
IMPORTANT: Please make sure to inspect all barres, brackets and products immediately upon delivery!!
All Returns/ Exchanges/ Replacement requests must be received within 14 calendar days from the date you received your merchandise and must be in their original packaging. Claims or return requests received after 14 calendar days of purchase date and are not in their original packaging are not eligible for return, exchange or replacement.

Please note: NOT ALL ITEMS ARE ELGIBLE FOR RETURN OR EXCHANGE

ITEMS THAT ARE NON-RETURNABLE, NON-REFUNDABLE & NON-EXCHANGABLE
(unless there is a manufacturing error or defect)
• All Unfinished & Finished Barres - All Barres are Custom Made to order!
• Brackets that have been installed
• Brackets in custom colors, sizes or dimensions
• Brackets with Antique Brass finish
• Hardware

RETURN PROCEDURE

Submit a Claim or Return Request to support@custombarres.com with proof of purchase (name, address and invoice number). Claims for damaged/defective items require photos of the original packaging and photos of the damaged/defective item for review. Claims received after 14 calendar days and/or that do not include photos of original packaging and the defective product will be denied. If your return is authorized, we will e-mail you an RMA number (Return Merchandise Authorization) and further instructions for your return. All returns require a Custom Barres issued return label for tracking purposes.



REPLACEMENTS

For replacements due to manufacturer’s error/damage/defects we will ship your replacement items ASAP. However, as all products are custom made-to-order your replacement items may take 7 to 10 business days for production. Quality is still our top priority! Damaged/defective items must be returned within 7 business days of receipt of your replacement or will be considered an additional purchase and you will be charged for the replacement items. You will be required to submit credit card information for authorization of charges in writing (via e-mail) before replacement items are shipped.



EXCHANGE

You can return brackets for a replacement and production for new brackets will begin once original items are received and inspected for new condition. If you need your new brackets sooner you can purchase the new items as a new order and once the original items are received and inspected for new condition a refund will be processed. A 25% re-stocking fee applies for returns/exchanges. Barres are cut-to-order and are not eligible for return/exchange. See additional items* that are not eligible for exchange



REFUND

Because products are made-to-order and we do not carry stock items, exchanges/returns are charged a 25% re-stocking fee. Shipping is non-refundable. The buyer is responsible for return shipping cost. Returned items must never have been installed and arrive in new condition. Custom Barres is not responsible for damages during return shipping so be sure to package them well! Upon receipt and inspection of the returned items for damages a refund will be issued (less the re-stocking fee and return shipping costs) within 5-7 business days. Please contact the card-issuing bank with questions about when the credit will be posted to your account.



CANCELLATIONS/CHANGES

Once an order is placed it is immediately sent into production. Unless due to the manufacturer’s error, cancellations or changes to standard bracket orders will incur a re-stocking fee. All barres are custom cut-to-size and do not qualify for changes and are not eligible for a refund if cancelled. See additional items* that are not eligible for cancellation



INTERNATIONAL RETURNS

Due to the high cost of shipping, we do not accept any returns from buyers outside the continental USA and internationally.


WARRANTY

Your product has a one year structural warranty. In the event that your barre or brackets are proven defective within one year of purchase, we will exchange or repair it at our expense. This is only a structural warranty and does not cover cosmetic damage, including but not limited to scratches, water damage or expected wear and tear. This warranty is void if the buyer did not follow installation guidelines and/or if the Custom Barres label has been removed.


Custom Barres reserves the right to change or modify the return policy at any time.