Not The Product You Expected:
We strive for perfection, but being human, there might be occasional errors such as receiving the wrong size or style of product. Please carefully inspect your order before opening the boxes, as they may appear similar in size and shape. The size and style details can be found on the sides of the boxes. If you happen to receive a cabinet or accessory of the wrong size or style, kindly contact us within 30 days at (888) 204-5118, and we will expedite the process to provide you with the correct size or style.
Ordering the Wrong Size/Style:
While we are committed to rectifying our errors, we cannot take responsibility for measurement errors or discrepancies in color expectations (we strongly recommend ordering a sample beforehand). Before placing an order for cabinets or accessories, please double-check your measurements. If you receive products of the incorrect size, we will gladly replace your order within 30 days. However, you will be responsible for the shipping fees associated with the new items, as well as restocking fees for the returned products.
Restocking Fees:
In our efforts to accommodate our customers, we accept returns on cabinets that can be resold. However, we have noticed instances of misuse of this policy. We strongly advise customers to order sample doors and double-check measurements before making a purchase. Any returned or exchanged cabinets will be subject to a 20% restocking fee per cabinet or accessory. If the product is already in transit or has been received, you will also be responsible for the associated shipping costs. Refunds will be processed within 30 days after we receive and inspect the product. If any damage is detected, we will notify you, and you will need to file a claim with the carrier for reimbursement.
Return Window:
Our return policy allows for returns of specific cabinet styles within 30 days of receiving the product. Customers are kindly requested to cover the shipping costs for any returns. For any further inquiries or assistance, please feel free to reach out to us at: [email protected] or  888-204-5118
How to Initiate Returns:
To initiate a return for a cabinet or purchased item, it is essential to create a Return Authorization Number. This helps us track the return and ensure proper credit is applied. Simply log into your account, access the order containing the product, and email [email protected] to start the return process. Ensure that all returned items are appropriately packaged in their original boxes. Upon receipt, we will inspect the items for damages and apply the relevant restocking fee unless stated otherwise.
Cancellation Policy:
Storage Fees:
If a shipped order experiences delivery scheduling issues due to unresponsiveness or failure to agree on a delivery date with the trucking company, you may incur storage fees set by the trucking company. As we use a third party for cabinet deliveries, it is your responsibility to cover any storage fees. DIY Cabinets RTA is not liable for any storage fees associated with orders for any reason. We reserve the right to pass on these storage fees to the responsible parties.
Damages Due to Shipping or Manufacturer Defects:
Our cabinets and accessories are meticulously packaged to minimize the risk of damage during transit. While our (RTA) ready-to-assemble cabinets and accessories are constructed with solid wood and plywood (with some exceptions), damage during transit is uncommon. However, once the trucking company takes possession of your order, they assume liability for it. If you receive a box with visible damage or missing items, it is crucial to note these issues on the delivery receipt while the driver is present. This is especially important for granite vanity tops, which must be opened in front of the driver, as the trucking company will not accept claims otherwise. Concealed damage must be reported within 48 hours to facilitate the claims process. If you encounter damage, please follow these steps to address the situation:
- Note the damage on the delivery receipt.
- Inspect all boxes immediately. We advise reporting shipping damage within 48 hours to hold the carriers accountable and ensure prompt replacements.
- Report concealed damage within 48 hours to adhere to manufacturer and vendor claims policies. Failure to do so may result in the vendor assuming that the damage occurred while the product was in your possession. To ensure the replacement of parts, check your shipment without delay.
Document all damages with clear, labeled photographs.
File a claim by sending us an email at: [email protected], with the subject: “Report Damaged Item.” Provide detailed information about the damages, including descriptions, the usability of the pieces, condition of shrink wrap or strapping, and whether the damage was noted on the delivery receipt (a crucial step if box damage is visible). Include the tracking or pro number and the carrier’s name from the delivery receipt.
When possible, we aim to replace parts rather than entire cabinets for faster resolution. Please note that we will not send out replacement parts if the cabinets/vanities are already installed, except for doors. Cabinets that have been glued together or altered in any way, preventing the attachment of damaged parts, will not qualify for complete cabinet replacement.
Attach a copy of the delivery receipt indicating damaged or missing items, along with the pictures of damages, for our review. Replacement of damaged parts is at the discretion of the claims department. If damage is not visible after installation and doesn’t affect cabinet integrity, the claims department may offer a partial credit refund instead of replacing the part. Please allow approximately 10 business days for us to obtain replacement parts from the manufacturer. While we maintain a stock of common parts, we do not stock every replacement part, and some may need to be obtained from the factory.
To file a claim, we require the following documentation:
- Copy of the delivery receipt, clearly indicating that damages were noted upon delivery.
- Clear, labeled pictures of the damages.
- Specific details about the damaged part, including the model number (e.g., CR-B24; LEFT SIDE PANEL).
While we understand that dealing with damages can be unpleasant for all parties involved, we strive to expedite the replacement of parts as quickly as possible. If you choose to return the cabinets without allowing us to replace them, restocking fees may apply, as we reserve the right to attempt replacements before issuing a refund. Additionally, you will be responsible for the associated return shipping charges.
