Damages, Returns, Exchanges, and Refunds
Because we want you to be completely satisfied with your purchase, we gladly accept returns of all regularly priced merchandise for exchange or refund as long as we are contacted within fourteen (14) days of your receipt of the product. Merchandise must be returned in the original condition and packaging including all parts and manuals. No credits or exchanges will be issued if there is evidence of damage or wear and tear. Sales merchandise cannot be returned. The customer is responsible for the return shipping expenses. Please note that there will be a 20% restocking fee and round-trip shipping and handling costs is the responsibility of the purchaser and deducted from all returns. The original shipping cost may not reflect the actual cost of shipment particularly if shipped freight. Original shipping costs are non-refundable.
All custom and made to order items are final sale: no returns, no exchanges, or cancellations.
Damages or Incorrect Items Policy and Guidelines for Freight Items:
At Clutch Modern, we work with only the best in the shipping industry to ensure that your items arrive at your home safely and undamaged. In the unlikely occurrence that your item arrives damaged, defected, or incorrect, we will immediately work to repair or replace your item. Please note that our damages policy is to replace or repair damaged or incorrect items. If you would like a refund, you must process your request as a return, which may incur fees for shipping, handling, and restocking costs. To guarantee the best customer experience, please follow our guidelines below when you receive your delivery.
If you receive a freight item with a required signature, please inspect the packaging and open your package immediately (BEFORE SIGNING) to inspect the item. If the packaging or the item has obvious freight damage or is otherwise incorrect, refuse the shipment and mark the Bill of Lading packing slip as “damaged.” Please take clear photos of the damaged packaging and/or damaged item. If shipment is refused prior to inspection of the item, you may be subject to re-delivery fees.
After you refuse the shipment, please contact our customer service within 48 hours at firstname.lastname@example.org or 800-220-2411. Please be prepared with photos of the damage (we may ask for these to be sent to us via email). Once contacted, we will file your claim and ship you a replacement at no additional cost.
NOTE: If you sign for a signature-required freight shipment without reporting the damage, defect, or error, you are responsible for all such damages and your damage claim may be denied. All damage claims must also be received within 48 hours of your item's arrival. Damage claims reported after 48 hours of your item’s arrival may be declined.
NOTE: If you arrange to pick up your item from a warehouse, you forfeit the right to claim any damage on your item with Clutch Modern.
Damages or Incorrect Items Policy and Guidelines for Parcel Items:
If you receive a no signature required parcel item, please open your package, and inspect immediately. Please keep all original packaging. If your item is damaged or incorrect, please take photos of the item and its packaging and report the damage to customer service at email@example.com or 800-220-2411. Please be prepared with photos and a detailed description of the damage. Clear photos of the damage are mandatory in order to process a damage claim. We cannot accept damaged returns without the original packaging, and damage claims reported after 48 hours of your item’s arrival may be declined.
If your parcel item is damaged, we will first send a Clutch Modern certified furniture repair medic to restore your item to its brand-new condition OR one of our design specialists will work with you to come to a mutually agreed money back or discount solution that meets your customer satisfaction. If we and our certified repair medic deem that an item is irreparable, we will provide an RGA # and instruction on how and where to ship the item back. Once we receive your damaged item back, we will send out a replacement item.
Damage claims will be denied if the item has been used or installed.
Where Does My Damaged Return Item Go?
All damaged items returned to us are either donated or field destroyed. Damaged items are unfit for resale.
Missing or Incorrect Items Policy and Guidelines for Parcel Items:
In the rare occurrence that an item is missing or incorrect, please call us within 48 hours of delivery. We will investigate the situation and send a replacement item at our sole discretion. Clutch Modern is not responsible for any misplaced or stolen packages. If your item is approved as an incorrect item, we will provide an RMA # and instructions on where to ship the item back. Once we receive your incorrect item back, we will send out a replacement item. Incorrect item claims reported after 48 hours of your item’s arrival may be declined.
NOTE: Different computers and web browsers display colors differently. We are not responsible for variations in color between the product you receive, and the product shown on our site. Similarly, all items made from natural products (including but not limited to: wood, marble, limestone, alabaster, glazed ceramic, etc.) will have natural variations and no two items will look identical. These variations are expected and will NOT be considered defects, damages, or incorrect items.
How to return an item.
All items being returned to Clutch Modern must be submitted via email to firstname.lastname@example.org for approval, and to obtain a custom return authorization code. Please indicate the original order number, reason for return, and specific pieces you are looking to return from the order. All returns must include the custom return authorization number provided by our returns department on the package(s) being returned. Any shipments returned to our warehouse without this return authorization number will be subject to additional fees, and refused upon delivery. Please allow 5-7 business days for processing once your return is received. Returns must be received in original condition within 30 days of receipt. Shipping charges are non-refundable. You will be responsible for outbound and return shipping and delivery charges. Returns are accepted only at our warehouses - not at Clutch Modern.
If an order is refused due to damages upon delivery, please contact the returns department to notify us of the refusal so that we can proactively address any replacements that are needed. If an order is received with damages please send photos of all packaging, the damage and include name, and order number to email@example.com.
Please note that this return policy does not include floor samples, custom furniture, clearance items labeled final sale, and commercial orders, as these are non-refundable. We cannot accept returns on orders because some items in the order may have failed through normal usage - replacements will be sent (for further information please reference the warranty section).
What if I need to cancel my order?
We can accept cancellation of your order for items that have not yet shipped or are on backorder. Once an item has shipped, cancellation is not possible.
Custom and special-order items cannot be cancelled.