Eichholtz California Return Refund and Cancellation Policy

Your satisfaction with your selections is very important to Eichholtz. Reach out to us about any problems with your order and we will work hard to make it right.

Please review this policy before placing your order. Return eligibility depends on the merchandise purchased and any specific terms disclosed and agreed to on your quotation, bid, or order form.

Which purchases this policy covers

This policy applies to U.S.-based orders only, meaning orders for delivery or pickup within the United States. It is our standard return, refund, and cancellation policy for self-service orders placed directly through the checkout at EichholtzCalifornia.com.

Showroom purchases, purchases arranged through a designer or trade representative, and commercial or project contracts may carry separate terms. Those terms will be provided in the applicable quotation, order form, sales agreement, or contract for your review and acceptance before purchase.

Where separately agreed written terms differ from this policy, those terms govern the affected purchase to the extent permitted by law. Paying an order through an online invoice, Shopify checkout, or payment link does not replace previously agreed written terms.

For U.S. orders, if no different terms were provided and accepted before purchase, this policy applies. Speaking with a sales associate or involving a designer does not, by itself, exclude an order from this policy.

International orders are subject to separate terms appropriate to the destination country and in compliance with applicable laws. Those terms will be provided for review before purchase. Please contact us before placing an international order to confirm the applicable return, cancellation, delivery, and refund terms. Mandatory rights under applicable laws remain in effect.

Eligible returns

Merchandise that is not special order, customized, purchased at a sale price, or excluded under the distant-supplier provisions below may be returned within 10 calendar days of the purchase date, subject to this policy and any separately agreed order terms.

The return period begins on the purchase date shown on your order.

Merchandise must be unused, unaltered, and in its original saleable condition, with proof of purchase and all included components. Please retain the original packaging. If our delivery team removed the packaging, contact us for instructions before arranging a return.

All returns require prior written authorization from Eichholtz California. Please contact us promptly so an eligible return can be completed within the return period.

Customers are responsible for return shipping via a secure carrier, and arrival to our designated return facility for processing. Shipping fees are not refundable or reimbursable for returns.

Refunds and restocking fees

Approved returns are refunded based on the merchandise price paid, less the applicable restocking fee:

Merchandise category	Standard restocking fee	Restocking fee if the store e-credit discount is approved
Standard eligible merchandise	20%	10%
Large or bulky merchandise, including upholstery and case goods	25%	12.5%

Only one restocking fee applies to each returned item. Fees are calculated on the merchandise price paid, excluding sales tax and separately charged shipping or delivery services. Applicable sales-tax adjustments will be processed in accordance with law. Shipping or delivery fees are non-refundable.

Refunds are issued to the original payment method unless you choose store e-credit.

Optional store e-credit

An eligible return may qualify for a 50% reduction in the applicable restocking fee when you elect to receive your refund as an Eichholtz California store e-credit.

This reduces a 20% fee to 10%, or a 25% fee to 12.5%. Eligibility is subject to approval and will be confirmed in writing before your return is processed. 

Store e-credit is available for future purchases from Eichholtz California and is not redeemable for cash except where required by law.

Merchandise excluded from ordinary returns

The following are not eligible for returns based on a change of mind:

• Special-order merchandise identified as such before purchase.

• Customized or made-to-order merchandise.

• Merchandise purchased at a sale or clearance price.

• Merchandise identified as final sale before purchase.

• Merchandise ordered from distant suppliers once we place the supplier order, as described below.

• Merchandise subject to more restrictive return terms in an agreed quotation, bid, or order form.

• Showroom purchases, designer guided selections or contracted sales.

These exclusions do not eliminate applicable rights concerning incorrect merchandise, transit damage, defects, warranty claims, or legally required cancellations and refunds.

Merchandise ordered from distant suppliers

Merchandise ordered to fulfill your purchase from a distant supplier, including Eichholtz USA in North Carolina, becomes final sale, noncancelable, nonreturnable, and nonrefundable once Eichholtz California places the order with that supplier.

This restriction applies even when the merchandise is a standard catalog item, is not customized, is available in the supplier’s inventory, or has not yet shipped.

These purchases are excluded from the standard 10-day return policy, restocking-fee return options, and optional store e-credit program. Any discretionary exception requires written approval from Eichholtz California.

The separate provisions concerning incorrect merchandise, damage, defects, warranties, and legally required remedies continue to apply.

Return shipping and delivery charges

Customers are responsible for the transportation and packaging costs of ordinary returns. Original shipping, delivery, assembly, and installation charges for services already performed are not refundable for a change-of-mind return.

Eichholtz California covers return shipping when the merchandise received is materially different from what was ordered. Shipping arrangements for defect, warranty, and transit-damage claims are addressed through the applicable claims process and legal requirements.

Please do not ship merchandise to the manufacturer or bring it to a showroom without written return instructions. We will provide the appropriate return location and handling requirements.

Order cancellations and changes

You may cancel an order before Eichholtz California commits that order to the supplier. Please submit cancellation requests in writing as soon as possible, as supplier commitment may occur shortly after your purchase.

Once we place or otherwise commit your order with the supplier, ordinary cancellations and changes are no longer available.

Any discretionary exception requires written approval. If an exception is available, we will explain any applicable charges and obtain your agreement before proceeding. A cancellation request does not itself confirm that an exception has been approved.

We honor cancellation and refund rights required by applicable law, including those relating to qualifying shipment delays or merchandise we cannot supply.

Supplier and transit delays

Unfortunately, supplier and transit delays can sometimes occur. Estimated shipment and delivery dates are provided in good faith using the information available and may be affected by circumstances outside our reasonable control.

Although we cannot prevent every supplier or carrier delay, we will make reasonable efforts to monitor your order, follow up with the parties involved, communicate material updates, and prevent or resolve unnecessary delays within our control.

A delay does not, by itself, create a cancellation or refund right beyond those provided by your agreed order terms or applicable law.

If we cannot ship within the timeframe represented for your order, or otherwise required by law, we will provide any legally required delay notice and the required opportunity to accept revised shipping arrangements or cancel the unshipped merchandise for a prompt refund.

Any legally required refund will not be reduced by a restocking fee or replaced with store e-credit. These protections apply to supplier-ordered and final-sale merchandise whenever required by law.

Incorrect merchandise

If the merchandise received is materially different from your order, please contact us promptly with your order number, a description of the discrepancy, and photographs.

We will review the issue and arrange an appropriate correction. A return required to correct materially incorrect merchandise will not carry a restocking fee, and we will arrange or cover the necessary return shipping.

Transit damage defects and warranty claims

Transit damage, manufacturing defects, and warranty claims are handled separately from ordinary returns.

Please inspect your merchandise promptly upon delivery. Where possible, note visible damage on the delivery receipt and photograph the merchandise and packaging. Report concealed damage or defects promptly after discovery, and retain relevant packaging while we review the claim.

We will coordinate the review and explain the appropriate next steps, which may include repair, replacement parts, replacement merchandise, or a refund, depending on the circumstances, applicable warranty, and legal requirements.

The ordinary 10-day return window and change-of-mind restocking fees do not limit remedies you are entitled to receive for a valid damage, defect, or warranty claim. Signing a delivery receipt does not, by itself, waive rights concerning concealed damage or defects.

Refund processing

For ordinary returns, refunds or store e-credits are processed after the merchandise has been received and inspected. We will notify you of the outcome and confirm the amount issued.

Your bank or payment provider may require additional time to post a refund. Any legally required refund deadlines will be honored.

Special quotations bids and order terms

Some special quotations, project bids, and order forms carry more restrictive return or cancellation terms. Where those terms were disclosed and agreed to before purchase, they govern the affected merchandise to the extent permitted by law.

Please review your order documents carefully before accepting a quotation or placing an order. Contact us if you need clarification or a copy of the terms applicable to your purchase.

Contact us

To request a return, cancellation, or assistance with a product issue, email return@EichholtzCalifornia.com with your order number and a description of your request.

Nothing in this policy limits rights or remedies that cannot lawfully be excluded.