RETURN / CANCELATION POLICY
Items can be returned within 15 days for a 25% restocking fee, plus the cost of shipping. You are responsible for the cost of shipping the item back. A refund will only be issued if the item is in like new condition, with no wear and tear or damage. Refunds, if deemed appropriate, may only be issued back onto the card you used to pay for the item originally. Charges incurred for finish samples and shop drawings (if provided) are non-refundable.
Please contact us for our address information when shipping returns.
**COVID-19 UPDATE** Due to the virus impacting our sales, we have changed our cancelation policy. Any orders canceled are subject to a 25% cancelation fee, and orders canceled within 21 days of the estimated ship date are subject to a 40% cancelation fee. We understand that times are tough, but our business has been hit hard by this virus as well. We would strongly encourage you to keep your orders in place if at all possible, and we will work with you to adjust ship dates if necessary. Please reach out to us if you have any questions or concerns.
Custom items may not be returned for any reason other than damaged accrued during shipping.
For detailed shipping information, please see our shipping policies and information page.
FINISH SAMPLES & SHOP DRAWINGS
Urban Wood & Steel is happy to provide finish samples and shop drawings for custom items. Shop drawings start at $250.00 and include one free revision. Additional charges may apply for additional revisions and design changes. Finish samples are $25.00 for the first shipment, and $20.00 each for any additional sample shipments sent.
Finish samples and shop drawing fees are non-refundable, whether they are part of a deposit or included with your order. If you cancel your order, you will still be responsible for the fees for all shop drawings and finish samples that you have received.
ADDITIONAL POLICIES & INFORMATION
Urban Wood & Steel products are handcrafted and one-of-a-kind. We use reclaimed and distressed wood and raw steel on all of our products. Due to the nature of these materials, small dents, dings, scratches, variations in color and wood grain and patina are NORMAL and add to the character of your piece. No two items are exactly the same, and your item may vary slightly from the images shown. Dimensions may vary +/- 3/8 inch.
We are more than happy to do custom work for our customers – we have worked with homeowners, interior decorators, bars, restaurants, retail shops and more. This includes custom sizes, wood finishes / colors, materials, new designs, and more. Please contact us for more information if you are interested in a custom piece.
MOUNTING / INSTALLATION
We include screws and instructions for mounting with all of our wall-mounted items. Please check the packaging carefully for the screws. We package them in a small manila envelope, which will be attached to your item. If you lose them, you can use any 2 ½” screw. We use 2 ½” cabinet screws.
Even though we photograph many of our products outdoors, they are intended for interior use only. If you are looking for something to be used outside, please let us know, so we can discuss different finishes are care options.
Clean your furniture or decor item by wiping it gently with a clean, damp cloth. Wipe up any spills immediately. Keep your piece protected from moisture, direct sunlight, and extreme heat.
DESIGN & DIMENSION CHANGES
Urban Wood & Steel reserves the right to make changes and/or improvements in design & dimensions without notice and without incurring obligation.
All materials, content and forms contained within URBAN WOOD & STEEL LLC listings, products, and materials are the intellectual property of URBAN WOOD & STEEL LLC and may not be copied, reproduced, distributed or displayed without URBAN WOOD & STEEL LLC express written permission.
URBAN WOOD & STEEL LIMITED WARRANTY
This warranty applies to Urban Wood & Steel LLC furniture items purchased for personal and commercial use. Urban Wood & Steel warrants that, when used appropriately and as intended by the manufacturer, furniture items are free of manufacturing defects for a period of one (1) year from the date of purchase.
We guarantee your satisfaction with each item. Should any furniture or décor item not meet your satisfaction because of a manufacturing flaw, return it to us, PRIOR to installation or use, for a replacement.
INFORMATION ABOUT WARRANTY COVERAGE
This warranty does not cover damages or failure attributable to:
Items installed or used with obvious visual defects or flaws
Defects or damage caused by installation
Defects caused by product modifications
Defects caused by exposure to the elements, including precipitation, sunlight, and humidity
Defects or damage caused by severe accidents (e.g. fire, flood)
NOTES ON WARRANTY
This warranty applies only to the original purchaser and installation site and is not transferable.
Urban Wood & Steel products are created with reclaimed and distressed wood and raw steel. Small dents, dings, scratches, variations in color, patina, and wood grain are normal, and not considered defects.
FOR WARRANTY SERVICE
To make a claim, contact Urban Wood & Steel no later than 30 days following the date of discovery or detection of defect, at (203) 288-4834. Proof of purchase is mandatory when requesting warranty service.
Urban Wood & Steel reserves the right to request photographs, video, and documentation before processing any warranty claim.
THE SOLE REMEDY PROVIDED BY THIS WARRANTY IS THE REPAIR OR REPLACEMENT OF ANY ITEM OR ITEMS THAT MAY PROVE DEFECTIVE UNDER NORMAL USAGE. THIS WARRANTY DOES NOT COVER THE COST OF REMOVAL, INSTALLATION, DELAY, OR TRANSPORTATION OF NEW PRODUCT.