Returns, Refunds and Exchanges
Our warehouse(s) take(s) the utmost care in packing, handling, and shipping products. Occasionally items, unfortunately, get damaged on arrival. There can be multiple reasons which include carrier handling. In order for us to investigate the issue, we request you to provide photos of the entire product as well as the damaged area.
If the item has a defect on it, we request you to email us at Inquire@AngelFallsHomes.com with photographs of the defect and a brief explanation. We will address it immediately.
If you are returning the goods because you have changed your mind, then you may do so within 21 days of receiving it not exceeding 30 days. We do not re-stock items if they have been used and show any wear and tear that affects it from reselling. Items that are identified with any wear and tear will not be refunded and we will discard the items.
Options for Return:
- If you choose to return the item to us via your choice of carrier, you will receive a refund of the item minus a 18% restocking fee upon its return to us.
- If you choose for us to provide a prepaid label for the return, you will receive a refund of the item minus a 28% restocking fee upon its return to us.
No initial shipping or handling fees will be refunded. Please email us requesting a RMA number and return address as we supply goods from multiple warehouses and the return depends on where the item was originally dispatched from.
If using your own carrier, we suggest you provide the tracking number to us. Refund will be processed within 2-3 business days after the item has arrived at the warehouse and has been inspected. We are not responsible for packages that are lost or damaged in transit when returning, so please make sure you insure them.
This does not impact damages or quality control issue returns.
Taxes charged are refunded in accordance with state and local laws.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Damages and Defects
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, please contact us immediately at Inquire@AngelFallsHomes.com. We will ship a replacement ASAP and arrange return for the damaged/ incorrect.
Unfortunately, we cannot accept returns on sale items or gift cards.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.Exceptions / Non-Returnable items
The following items are not eligible to return:
- Closeout Specials and Custom Orders are not eligible for return
- Unfortunately, we cannot accept returns for gift cards.
The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item.
FREQUENTLY ASKED QUESTIONS
Can I cancel or change the product I purchased?
Buyer's will be charged a 20% restocking fee for cancellation request beyond 6 hours.
Our products are stored in multiple locations and each warehouse works differently. Our biggest task is to get the products shipped out as soon as orders come in. The process is quite deep and once it is set to motion it gets very difficult to make changes. So if you wish to cancel your order or have changed your mind on the item purchased and would like to swap to another, we request you to do so within 6 hours after you’ve purchased. Beyond that we have no control.
Will you deduct a restocking fee from my total on return?
If you choose to return the item to us via your choice of carrier, you will receive a refund of the item minus a 18% restocking fee upon its return to us.
If you choose for us to provide a prepaid label for the return, you will receive a refund of the item minus a 28% restocking fee upon its return to us. No initial shipping or handling fees will be refunded.
What if I receive a damaged or wrong item?
We request you to email us right away with a picture of what you have received and your order number. We will prioritize and correct it immediately.
Do you ship outside of the 48 Contiguous US States?
Anything outside of 48 Contiguous states is considered international and we have very few if any items that can be shipped. We are unable to list them here but we do suggest you to inquire with us before you make the purchase and avoid unnecessary cancellations. All states other than the lower 48 contiguous states, such as Alaska, Hawaii, American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, and the U.S. Virgin Islands are considered international shipping.
Please note that we DO NOT ship to any Post Office Box addresses.
Why is the color of the item not exactly as pictured?
Majority of our products are handmade. The handmade quality and craft of our products is what sets our collection apart. Color and size variations often occur and are not considered flaws. Hand-molded clay, hand-painted designs, hand-twisted iron and hand-applied finishes are guaranteed to vary from one product to another.