MODIFY OR CANCELATION POLICY
Need to make changes to your order? No worries, we’re happy to help!
You have 30 minutes to modify or cancel your order after you have placed it with no cancellation fees.
Please note: you have 30 minutes to modify or cancel your order from the time the order is submitted. Payment or billing information cannot be altered once an order is placed.
- Orders can only be cancelled via email. Cancellations made via phone are not official.
- You must submit a Modify or Cancel Order Form Here →.
- Please note: you have 30 minutes to modify or cancel your order from the time the order is submitted.
- Please be aware that your order may begin processing immediately and it may not be possible to cancel your order.
- You will need to fully complete the “Modify or Cancel Form” and click submit.
- You will receive an email notification within the automated system to confirm that your order has been cancelled successfully.
- Products that are packaged and put onto a truck for delivery are considered products that are shipped. Any returns or cancellations after this point may be subject to a restocking fee.
- If an item has already been shipped, and then canceled, please refer to the return policy.
- Out of stock items and custom orders are subject to longer lead times
- Refusal of packages, missed packages or incorrect shipping addresses will result in the outgoing and incoming shipping fee to be deducted.
Need to make a return? No worries, we’re happy to help!
If you wish to return the item, simply return it unused, in its original condition, in its original packaging, in its original box, unassembled, with all the original parts, tools, connector, booklets, labels including tags with no signs of use or attempts at assembly, wear, damage, or removed tags
- There are NO RESTOCKING FEES for most returned orders but shipping costs are non-refundable
- We will refund your order total, less our costs for shipping and handling each way
- For items that are shipped free, our shipping and handling costs will be deducted from your refund
- A preference return request must be made within 5 days after receipt of merchandise
- Returned items must be shipped back to Brickell Collection by the customer unused, in its original condition, in its original packaging, in its original box, unassembled, with all the original parts, tools, connector, booklets, labels including tags with no signs of use or attempts at assembly, wear, damage, or removed tags
- Please note: We require an RMA number (see below for simple way to process an RMA ) for each item being returned.
- Preference returns must be submitted within 5 days of your delivery. The outgoing delivery fee, and return shipping fee to our facilities will not be refunded. In the even that that your return arrives damaged you may be subject to a restocking fee.
- In the event your return request is past the 5 day window, you are not eligible for a refund.
- You will need to fully complete the “Issue A Return Ticket” and click submit.
- To submit a return request go to our Help page and go to Issue A Return Ticket→ and follow any additional instructions.
- You can expect a resolution within 5-15 business days.
- Shortly after you submit a return ticket, an automated email notification will send you a Ticket #
DAMAGED ITEM POLICY
- We take every step possible to ensure your orders arrive in the best condition possible. All shipments must be inspected by the customer upon delivery
- Sign-off should not happen if any signs of damage are noticed
- Damage claims must be made within 48 hours of receipt of merchandise
- Please note: 3 Detailed pictures of the original packaging and at least 3 pictures showing the details of the damaged area must be sent with the damage claim ticket otherwise the order is exempt from any damage claims
- If freight or small parcel items that require signature are signed off in good condition or not inspected, but signed for and accepted, they are exempt from any damage claims
- Claims are not considered filed unless you submit the Report A Damage Ticket and include at least 3 pictures showing the details of the damaged area and received within 48hrs of receiving the product
- Damaged items will have an attempted repair or a part replacement prior to a full item replacement (identical item in same SKU, material & color) We do not offer credit, refund or exchange for damaged items
- If a repair or replacement is available but refused due to any reason then shipping charges (both ways) are deducted from the refund
- You may be required to return your damaged item to Brickell Collection before a replacement is issued.
- In the event your delivered items with visible damage are not properly reported within this time frame, you are not eligible for a replacement
- You will need to fully complete the “Report A Damage Ticket” and click submit.
- To report a damaged item you must Report A Damage Ticket → and follow any additional instructions.
- You can expect a resolution within 5-15 business days.
- Shortly after you submit a return ticket, an automated email notification will send you a Ticket # and a customer care specialist will resolve your issue
- All custom or special order items and products that are open box or on clearance are non-refundable
- Custom or special orders have a 50% non-refundable downpayment
- Returns are not accepted on orders shipped to Alaska, Hawaii, Canada, and all other areas outside the continental USA
- Insurance is highly recommended with orders shipped to Alaska, Hawaii, Canada and all areas outside the USA as any damage claims will have to be filed by the customer
- Returns are not accepted for items that have negotiated discounted pricing
- Returns are not accepted on items housed in storage at the customer’s request for more than two weeks
- Returns not in transit one week after a return request is initiated are not eligible for a return
- All backorders less than 90 days will be charged 10% of the purchase price on the credit card initially and the remaining balance when the order ships.
- All backorders that extend longer than 90 days and are approved by the customer will be charged to their credit card in full.
- We reserve the right to cancel a backorder due to unforeseen circumstances. A full refund will be issued.
- PayPal back orders longer than 25 days will be charged in full
- PayPal cancellations will be refunded in full without any fees (unless it is a custom order)
Missing Parts & Replacements
- Orders that have missing or damaged parts will be shipped free of charge
- Replacement parts are subject to different availability than the item ordered
- Standard shipping terms apply to all replacement part orders
- Expedited shipping of replacement parts are subject to additional fees
- In the event that a suitable replacement is not available, a refund (including shipping) will be issued
- Replacement parts are delivered via small parcel (UPS/FedEx) or by curbside freight only
- To Issue A Replacement please go to Issue A Replacement Ticket → and follow instructions for next steps.
Damaged or Incorrect Items
- If a damage is discovered and confirmed, we will replace the defective part at no cost to the buyer
- Notice of defect or incorrect items must be made within 48hrs of receipt when signature is not required
- In the event that a suitable replacement is not available, a return will be authorized, and after return is completed, a refund will be issued in the form of the original payment method or a company check.
- Items that are missing original packaging or have been assembled or damaged are not eligible for an exchange
Returns Due to Color
- Returns of products due to the different shades of color are subject to the standard return policy. Colors produced on a screen (monitors, laptops, tablets, cell phones, etc.) vary greatly from company to company and product to product. Ambient light, brightness, color settings, and the viewing angle of a display play a major role in color reproduction. We do our best to supply proper colors but due these variables, we cannot guarantee the exact color of a product shown in the pictures.
Returns Due to Material
- Returns of products due to quality of the material are subject to the standard return policy. Quality (i.e. softness, texture, etc.) of a material is subjective. We provide digital swatches to view the texture of the material. Wood products can have varying shades of wood and returns due to shade or grain inconsistencies are subject to the standard return policy. Distressed finishes on wood products can have varying shades and amounts of fabricated distress applied. Returns due to issues pertaining to the aesthetics of distressed woods or wood finishes are subject to the standard return policy.
Returns Due to Dimensions
- Returns of products due to the incorrect dimensions are subject to the standard refund policy if the actual dimensions lie within 5% of the dimensions listed.
Returns Due to Lack of Photos
- Photos are a representation of the item. We do our best to supply the correct photos of the products with as many viewing angles as possible but issues pertaining to missing angle views of the photos or products not matching the exact photos listed are subject to the standard return policy.
Returns of Artwork
- Due to the nature of artwork (figurines, statues, framed art, wall art, decorative art pieces, etc.), inconsistencies may arise from product to product. This is especially the case with custom made items or items that are made by hand. Return requests for artwork items not appearing as pictured will be subject to the standard return policy. If artwork is a special or custom order, it is not eligible for a return.
Returns Due to Product Images
- Products with the main image shown as a lifestyle shot (or any images showing more than 1 item) may or may not be exactly what you will receive as images come directly from the manufacturer.
- Many manufacturers do not send us images for individual products and products may be grouped together in the photos. All photos are grouped together and uploaded to our server based off image names supplied by our manufacturers.
- Products with multiple images of different products in the gallery may or may not include those items. This is especially true of collections that are sold separately. (some examples listed below)
- All items in a bedroom image that shows a bed, night stands, dressers, and chests may be sold separately
- All items in a dining room image that shows a chair and tables may be sold separately
- All items in an outdoor set image that contain tables and seating may be sold separately
- Read the title carefully as it is most accurate with what you will receive. Call us if you have any confusion or doubts with what you may receive.
- All returns due to incorrect or misunderstanding of the product images are subject to our return policy.
Returns Due to the Home or Building Structure
- All sizes and dimensions are provided by the manufacturers and are automated to be placed onto the website
- The customer must triple check the dimensions of the product to confirm it will fit through entry ways, doorways, hallways, etc of the place of delivery
- If no dimensions are provided, the customer must contact us to get the proper dimensions especially for oversized items like sofas and beds
- It is the sole responsibility of the customer if the product ordered does not fit through the doorway, entry way, hallway, etc of the place of delivery
- Any sort of special delivery or redelivery will be charged to the customer
- Storage fees may apply if the customer wishes have it stored temporary
- Any returns are subject to the standard return policy
Start A Return
How can I process a return online? that’s easy!
We want you to love every Brickell Collection purchase–that’s why we’ve made
returns so easy!
- Please review our Return Policy, our Damaged Item Policy, and our Non-returnable Item Policy to make sure the item is eligible for return
- After you have ensured the item is eligible for return please
The timeframe that you have to make a return varies. Review our returns policies here.
Report Damaged Item
How can I report a damaged item online? that’s easy!
- Please review our Damaged Item Policy to make sure the item is eligible for replacement
- After you have ensured the item is replacement please follow these steps
The timeframe that you have to report a damaged item varies. Review our damage policies here.