Refund policy
Cottage Industry — Purchase & Exchange Policy (Website Retail + Wholesale)
**Effective date:** [insert date]
**Scope:** All purchases on this website, at our retail location, and any authorized marketplace storefronts operated by Cottage Industry (“we/us/our”). Wholesale terms (Section 15) apply in addition for approved resellers.
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## 1) Exchanges Only (No Refunds / No Store Credit)
We do not provide refunds or store credit. **Your sole remedy is exchange for another item of equal or different value.** If the replacement item costs less, we will apply the difference as a credit toward a future purchase (not a cash refund). If the replacement item costs more, you pay the difference plus any applicable restocking/inspection fee.
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## 2) Orders: Changes, Cancellations, Exchange Window & RMA
- **Change/cancel window:** Requests must arrive within 2 hours of order placement **(Mon–Fri, 11 AM–5 PM PT)**. Requests received outside business hours are deemed received at 11 AM the next business day. After the 2-hour window, the order is in process and any change/cancellation is handled as an exchange under this policy.
- **Exchange window (online retail):** Request an RMA within **7 calendar days of the carrier-confirmed delivery date** (not the order date), and postmark your return by Day 7 using a trackable, insured service.
- **Exchange in-store:** You may exchange in-store within the same 7-day window with your online order number.
- **RMA address only:** Ship only to the return address provided in the RMA. Shipments to other locations may be refused.
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## 3) Fees & Costs
- **Restocking/inspection fee:** For every exchange, the fee is **the lesser of (a) 25% of the item price or (b) our documented actual/average re-handling cost.** The fee is deducted from any price difference owed to you or added to amounts you owe for a higher-priced replacement.
**Examples of actual/average costs:**
- **Lighting:** De-crating/re-crating, parts count, bench test, repolishing, repackaging.
- **Ceramics/Glass:** Breakage inspection, cleaning, re-padding, new box/foam engineering, fragile-pack materials.
- **Jewelry/Watches:** Authenticity checks (weights/measurements, macro photos), stone-presence/setting checks, metal assay, clasp/wear inspection, timing verification.
- **Shipping:** Original shipping is non-refundable; return shipping and insurance are your responsibility.
- **Replacement costs:** Missing or damaged packaging, tags, certificates, or accessories are charged at replacement cost (in addition to the restocking/inspection fee).
- **Cleaning/odor:** Items must arrive clean and free of odors or residues; professional cleaning or deodorizing at cost may apply.
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## 4) Eligibility (Strict) & Packaging Standards
- Item must be **unused, unworn, unaltered, in original packaging** with all tags, inserts, certificates, and accessories.
- Any **tamper-evident tags or seals** (if present) must be intact. Removed or damaged tag/seal = ineligible.
- **Return packaging (fragile/lighting):** Double-box with inner retail box + outer shipper, original foam/bracing, and proper void fill. Lighting must return in the original crate with all braces. Non-compliant packaging may be refused or incur re-crating/packing charges at cost.
- Items failing inspection are refused and returned at your cost.
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## 5) Unauthorized Returns
Returns sent without an RMA or outside the 7-day window may be refused, returned to sender at your expense, or disposed of without credit. We are not responsible for merchandise sent without authorization.
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## 6) Jewelry Chain-of-Custody & Verification
High-value jewelry ships with tamper-evident seals and is documented at fulfillment (weights + macro photos, stone counts/measurements).
For exchanges, seals must be intact. We perform chain-of-custody verification (weight match, stone presence, settings check).
**Verification period:** 3–7 business days from our signed receipt. Discrepancies (tampering, stone swaps, damage, non-match) void eligibility; item returns at your expense.
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## 7) Electrical Fixtures — Pre-Wired, Not Connected (Licensed Electrician Required)
Our chandeliers, pendants, sconces, lamps, and related fixtures are sold primarily as decorative art. They are pre-wired at our facility but ship **not connected to building power**.
**A licensed electrician must:**
1. Inspect the full fixture (arms, core, sockets, grounding, continuity, insulation).
1. Verify code compliance (junction box, dimmer/switch, circuit load, voltage/frequency, NEC requirements).
1. Perform the final connection and mounting.
**Installed or altered fixtures** (installed, wired to building power, cut, drilled, modified) are **ineligible for exchange**. No representation of UL/ETL listing unless expressly stated on the product page.
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## 8) Freight / Crated / Oversized Pieces
- **Original crate required** for exchanges; if a new crate is needed, re-crating is billed at cost.
- Refused or undeliverable freight is treated as an exchange request and subject to the restocking/inspection fee, two-way freight, and any re-crating.
- You are responsible for access, elevator reservations, and white-glove scheduling; failed delivery attempts are billable.
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## 9) Risk of Loss; Damage/Shortage Reporting; Evidence
- **Risk of loss on returns** remains with you until we receive and sign for the package. For shipments ≥ $5,000 declared value, **use our insured label** (or our approved carrier).
- **Evidence required:** Damage or shortage claims must include **clear photos of outer carton (all sides), inner packing, and the item within 48 hours of delivery**; keep all packing materials for carrier inspection.
- If confirmed as our error or defect, we replace at no charge. **No restocking fee applies to our error/defect or to defective goods.**
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## 10) Product Variations & Hand-Made Characteristics
Every piece we sell is offered primarily as **art and decorative work**; many are hand-made or artisan-crafted.
**Hand-made variations** in glaze, tone, texture, micro-crazing, pattern, finish, and dimensions are expected characteristics and **not defects**. Unless expressly stated on the product page, ceramics are **hand-wash only** and not guaranteed for oven, dishwasher, or microwave use.
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## 11) Implied Warranty & “As Is” Disclosure (California Law)
### A. Implied Warranty of Merchantability (Song-Beverly Act)
California law provides that **consumer goods** (goods bought primarily for personal, family, or household use—except clothing and consumables) sold at retail come with an **implied warranty of merchantability**. This means the goods must:
- Pass without objection in the trade under their description
- Be fit for the ordinary purposes for which such goods are used
- Be adequately contained, packaged, and labeled
- Conform to promises or affirmations on the container or label
**Duration:** This implied warranty lasts at least **60 days** from the date of delivery, or for the duration of any express manufacturer warranty (up to one year), whichever is longer.
### B. What the Implied Warranty Covers
The implied warranty covers **manufacturing defects** that prevent the item from functioning as intended for its ordinary purpose. It does **not** cover:
- Damage from misuse, modification, or improper installation
- Normal wear and tear
- Artistic variations in hand-made goods (see Section 10)
- Damage occurring after delivery
### C. Your Remedies for Defective Goods
If you receive goods that are defective under the implied warranty of merchantability:
1. Notify us within a reasonable time (we recommend within 7 days of discovery).
1. We will inspect the item and, if confirmed defective, provide repair, replacement, or exchange at no cost to you (no restocking fee).
1. You retain all rights under the Song-Beverly Consumer Warranty Act (Cal. Civ. Code §§ 1790–1795.8).
### D. Limitations
**This implied warranty does NOT apply to:**
- Items sold “AS IS” or “WITH ALL FAULTS” (if so marked on the product page with conspicuous notice)
- Items used beyond their ordinary decorative/display purpose without proper professional installation (e.g., hard-wired lighting installed by unlicensed persons)
- Items damaged by customer use, alteration, or failure to follow care instructions
**IMPORTANT:** Nothing in this policy limits your non-waivable rights under California consumer protection laws, including the Song-Beverly Act and the Consumers Legal Remedies Act (Cal. Civ. Code §§ 1750–1784).
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## 12) Art / Display-First Use & Assumption of Risk
Products are sold primarily as **art and display pieces**. If you use a piece beyond display (e.g., wearing jewelry daily, hard-wiring lighting, using ceramics for food contact or heat), you are solely responsible for ensuring safe, code-compliant, and appropriate use and **you assume all risks**.
To the maximum extent permitted by law, you indemnify and hold us harmless for losses arising from installation, misuse, modification, or non-code-compliant use. **Nothing here waives your non-waivable consumer rights under California law.**
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## 13) Pickup, Address Accuracy, Delivery, Pricing/Promos
- **In-store pickup:** Collect within 7 days of “Ready for Pickup” notice; after Day 7, storage is **$10/day (or actual storage cost, whichever is greater)**. After 30 days, items are abandoned and may be resold or disposed of without credit.
- **Address accuracy:** You are responsible for correct and accessible shipping details. Undeliverable or returned shipments (wrong/insufficient address, no access, refusal) are treated as an exchange request and subject to the restocking/inspection fee plus two-way shipping and re-shipment.
- **Signature:** For orders ≥ $750 or at our discretion, adult signature is required. If you request no-signature delivery, you accept all risk after the carrier’s delivery scan.
- **Pricing/availability errors:** We may cancel any order for pricing or availability errors; your sole remedy is a refund of amounts paid for the affected item(s).
- **Price adjustments:** We do not offer retroactive price adjustments or promotions. One promotion per order.
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## 14) Gifts / Third-Party Exchanges; Anti-Fraud; Data Capture
- **Gifts/third-party:** Exchanges require the order number and government-issued ID; we may require the original purchaser’s authorization.
- **Anti-fraud:** We may deny exchanges, close accounts, and contest chargebacks for suspected wardrobing, switching, or serial returns.
- **Evidence:** We record weights, dimensions, macro photos, serials, and video of outbound/inbound items and may share information with payment providers or law enforcement to investigate fraud or theft.
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## 15) Export/Sanctions; Marketplaces; Communications; Force Majeure; Claims
- **Export/sanctions:** You agree not to export or re-export items to sanctioned destinations or parties and to comply with U.S. export and sanctions laws.
- **Marketplace orders:** If a marketplace requires different return terms, those apply only as required by that platform; otherwise these terms control.
- **Electronic communications / no professional advice:** You consent to electronic communications for order confirmations, RMAs, and disclosures. Any installation guidance is general information, not professional advice; your licensed installer/electrician is responsible for code compliance and safe installation.
- **Force majeure:** We are not liable for delays or non-performance caused by events beyond our reasonable control (carrier failures, shortages, labor disputes, acts of God, government actions, pandemic, etc.).
- **Time limit to bring claims:** Any claim relating to a purchase must be brought within **1 year of the event**, to the extent permitted by law.
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## 16) Wholesale / Reseller Terms (B2B) — In Addition to the Above
**a) Orders & Title.** POs are offers; acceptance occurs on our written confirmation. Title and risk pass per invoice terms (default FOB our dock). We may allocate inventory, partial-ship, or cancel for cause.
**b) Inspection & Shortages.** Inspect on receipt; report shortages or visible damage within 2 business days, concealed damage within 5 business days. No returns without RMA; unauthorized returns may be refused, returned at your expense, or disposed of without credit.
**c) Exchanges/Returns.** Exchanges only within 7 days; fee per Section 3; freight prepaid by you. Custom/made-to-order, special buys, closeouts, altered or price-tagged goods are **final sale**.
**d) Payment & Security.** Terms (if granted) default Net 30; past due accrues 1.5%/month (or maximum allowed by law). We may suspend shipments, revoke terms, retain a purchase-money security interest, and file a UCC-1.
**e) Taxes & Resale.** Provide a current resale certificate; you are responsible for tax collection on resales.
**f) Resale Conduct.** Follow brand/IP usage, any MAP, and all consumer-protection, privacy, import/export, and sanctions laws.
**g) Warranty / Liability.** Goods sold to resellers for resale are sold **AS IS / WITH ALL FAULTS** to the fullest extent permitted for B2B transactions; our aggregate liability to resellers is capped at the amount paid for the affected PO lines.
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## 17) Dispute Resolution; Governing Law; Liability; Survival
### A. Arbitration (Retail Consumer Transactions)
For **retail consumer purchases**, except for small-claims matters (disputes under the small claims court jurisdictional limit) or as required by law, disputes are resolved by **binding arbitration under the AAA Consumer Arbitration Rules** on an individual basis (**no class or representative actions**).
- Arbitration fees are allocated per AAA rules.
- Each party bears its own attorneys’ fees unless the arbitrator awards them.
- You may opt out of this arbitration provision by emailing **optout@cottageindustry.com** within 30 days of your first purchase.
### B. Arbitration (Wholesale B2B Transactions)
For **wholesale purchases**, disputes are resolved by binding arbitration under the **AAA Commercial Arbitration Rules** on an individual basis (no class or representative actions).
### C. Governing Law & Venue
**Governing law:** California law (without regard to conflict-of-law principles).
**Venue:** San Francisco County, California, for any permitted court action.
### D. Liability Limitations
To the maximum extent permitted by law, we disclaim **indirect, incidental, special, consequential, and punitive damages**; our total liability is limited to the amount paid for the item at issue. **Nothing here limits your non-waivable rights under California consumer protection laws.**
### E. Survival
Sections on fees, eligibility, risk, anti-fraud, export/sanctions, dispute resolution, limitations, and indemnity survive order completion or account closure.
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## 18) Entire Agreement; Severability; No Waiver; Age/Authority; Changes
These terms (plus any order confirmation) are the entire agreement for your purchase. If any provision is unenforceable, the remainder applies to the maximum extent permitted by applicable law. Our failure to enforce a provision is not a waiver. You represent you are 18+ and authorized to place the order.
We may update these terms at any time by posting the revised version with a new Effective date; **changes apply to orders placed after the Effective date**. The version shown at checkout controls your purchase.
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## 19) How to Start an Exchange (RMA)
Email **returns@cottageindustry.com** within 7 days of delivery with your order number, photos of the item, and reason for exchange. We’ll reply with RMA instructions and the return address.
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## 20) Required California Civil Code § 1723 Notice
**IMPORTANT NOTICE — CALIFORNIA LAW REQUIRES WE POST THIS:**
**OUR EXCHANGE & RETURN POLICY:**
- **EXCHANGES ONLY — NO CASH REFUNDS OR STORE CREDIT**
- **7-DAY EXCHANGE WINDOW** from carrier delivery confirmation
- **RESTOCKING/INSPECTION FEE APPLIES:** Lesser of 25% of item price or our documented re-handling cost
- **RMA REQUIRED** — unauthorized returns refused
- **FINAL SALE ITEMS EXCLUDED** (marked on product page)
- **DEFECTIVE GOODS:** No restocking fee; California implied warranty applies (see Section 11)
This policy is conspicuously posted at our retail location, on our website at checkout, and on order confirmations as required by California Civil Code § 1723.