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Refund policy

RETURN, REFUND, CANCELLATION & FINAL SALE POLICY

At Cotton & Crete, we carefully select distinctive home décor, furniture, seasonal merchandise and specialty pieces for our customers. We want you to love your purchase and encourage you to carefully review product descriptions, photographs, dimensions, finishes, specifications, shipping information and intended use before ordering.

As a small specialty retailer, many of our products are limited-quantity, seasonal, oversized, handmade, custom-made, special-order or costly to transport and process. Once merchandise has been ordered, reserved, held, manufactured or shipped for a customer, Cotton & Crete may incur substantial costs that cannot be recovered if the customer changes their mind.

For these reasons, the following Return, Refund, Cancellation & Final Sale Policy applies to purchases from Cotton & Crete, subject to any rights provided by applicable law.

PLEASE REVIEW BEFORE PURCHASING

For eligible standard merchandise:

  • Returns must be requested within 14 days of confirmed delivery.

  • Prior return authorization is required.

  • Approved standard returns are subject to a 12% restocking fee.

  • Customers are responsible for return shipping.

  • Original shipping and delivery charges are non-refundable.

THE FOLLOWING MERCHANDISE IS FINAL SALE:

  • ALL FURNITURE

  • ALL MERCHANDISE SHIPPED VIA FREIGHT

  • ALL HOLIDAY AND SEASONAL MERCHANDISE

  • CUSTOM-MADE MERCHANDISE

  • SPECIAL-ORDER MERCHANDISE

  • BOOKS

  • Personalized merchandise

  • Clearance merchandise

  • Products specifically identified as Final Sale

  • Items altered or modified at the customer's request

Merchandise that has been used, installed, hung, displayed, altered or damaged after delivery is not eligible for return.

1. STANDARD RETURNS — 14 DAYS

Return-eligible merchandise may be returned within 14 days of confirmed delivery.

All returns require prior authorization from Cotton & Crete. Customers must contact us and receive return instructions before sending merchandise back.

To qualify for a return, merchandise must be:

  • Unused and in its original condition

  • Free from signs of use, installation, display, wear, odors, stains or damage

  • Unaltered

  • Returned with original packaging, tags, accessories and components

  • Properly packaged to prevent damage during return shipping

Cotton & Crete reserves the right to inspect all returned merchandise before approving a refund.

Simply sending merchandise back to Cotton & Crete does not guarantee that a return will be accepted or refunded.

2. 12% RESTOCKING FEE ON STANDARD RETURNS

Approved standard returns are subject to a 12% restocking fee.

This fee helps offset costs associated with receiving, inspecting, processing, repackaging and returning merchandise to sellable inventory.

The restocking fee will be deducted from the merchandise refund.

Original shipping and delivery charges are non-refundable.

3. RETURN SHIPPING

Customers are responsible for return shipping costs on standard returns.

If Cotton & Crete provides a prepaid return label as a convenience, the cost of that label will be deducted from the customer's refund in addition to any applicable restocking fee.

We strongly recommend using a trackable and appropriately insured shipping service.

Cotton & Crete is not responsible for merchandise lost or damaged during return transportation.

4. FINAL SALE MERCHANDISE

The following merchandise is FINAL SALE and cannot be returned or exchanged:

  • All furniture

  • All freight-shipped merchandise

  • Holiday merchandise

  • Seasonal merchandise

  • Custom-made merchandise

  • Special-order merchandise

  • Personalized merchandise

  • Clearance merchandise

  • Books

  • Products specifically marked Final Sale

  • Merchandise altered or modified at the customer's request

Customers are responsible for reviewing all photographs, descriptions, measurements, materials, finishes, intended use and other relevant product information before purchasing Final Sale merchandise.

5. ALL FURNITURE IS FINAL SALE

ALL FURNITURE SALES ARE FINAL, REGARDLESS OF HOW THE FURNITURE IS SHIPPED OR DELIVERED.

Furniture cannot be returned or exchanged because of:

  • Change of mind

  • Color or finish preference

  • Size

  • Comfort preference

  • Decorating changes

  • A decision that the furniture is no longer wanted or needed

  • The furniture not fitting the intended room

  • Difficulty moving the furniture into the customer's home or business

  • Failure to measure the intended space

  • Failure to measure doorways, stairways, hallways, elevators or other access points

Customers are responsible for reviewing all dimensions and specifications before purchasing.

Customers are also responsible for confirming that furniture will fit through all necessary entrances, doorways, hallways, stairways, elevators and other access points.

Failure to properly measure the intended location or delivery path does not make furniture eligible for return.

6. ALL FREIGHT-SHIPPED MERCHANDISE IS FINAL SALE

ANY ITEM SHIPPED VIA FREIGHT CARRIER IS FINAL SALE AND CANNOT BE RETURNED OR EXCHANGED.

Freight merchandise requires specialized handling, packaging, transportation and delivery and can result in substantial nonrecoverable expenses.

This Final Sale policy applies regardless of the customer's reason for wanting to return the merchandise, except where a return, refund or other remedy is required by applicable law.

7. FREIGHT DELIVERY & DAMAGE INSPECTION

Customers should carefully inspect freight shipments at the time of delivery.

Before signing the carrier's delivery receipt, customers should inspect the shipment and exterior packaging for visible damage.

If damage is visible:

  • Clearly note the damage on the carrier's delivery receipt before signing.

  • Photograph the exterior packaging.

  • Photograph the merchandise and visible damage.

  • Retain all packaging materials.

  • Contact Cotton & Crete promptly.

Freight damage must be reported to Cotton & Crete within 48 hours of delivery so that we can assist with the carrier claim process.

A legitimate freight-damage claim is handled separately from a standard return.

A damage claim does not create a general right to return an otherwise Final Sale item.

Cotton & Crete will determine the appropriate resolution for confirmed shipping damage based upon the circumstances and applicable law.

8. HOLIDAY & SEASONAL MERCHANDISE — FINAL SALE

ALL HOLIDAY AND SEASONAL MERCHANDISE IS FINAL SALE.

Seasonal merchandise has a limited selling period. Therefore, we cannot accept returns because a customer:

  • Changes their mind

  • Changes decorating plans

  • Decides not to use the merchandise

  • No longer needs the merchandise

  • Purchases too many items

  • Decides the merchandise does not coordinate with other décor

  • Uses or displays merchandise and later decides to return it

Please carefully review seasonal merchandise before purchasing.

9. CUSTOM-MADE MERCHANDISE — FINAL SALE & NON-CANCELLABLE

CUSTOM-MADE MERCHANDISE IS FINAL SALE.

Custom merchandise is produced specifically for the individual customer and cannot generally be returned to regular inventory.

Once production, fabrication, customization or modification of a custom item has begun, the order cannot be cancelled, returned or exchanged, except where otherwise required by applicable law.

Customers are responsible for confirming all specifications, measurements, colors, finishes, materials and other selections before approving a custom order.

Changes requested after production has begun may result in additional charges and may not be possible.

10. SPECIAL-ORDER MERCHANDISE — FINAL SALE

SPECIAL-ORDER MERCHANDISE IS FINAL SALE.

Special-order merchandise includes products that Cotton & Crete orders, procures, reserves or obtains specifically to fulfill an individual customer's order.

This includes merchandise that may normally be available from one of our vendors but was not part of Cotton & Crete's immediately available inventory when the customer placed the order.

Once Cotton & Crete has committed to purchasing, reserving or obtaining the merchandise for the customer, the merchandise is considered a Special Order.

Special-order merchandise cannot be returned or exchanged because the customer changes their mind after the merchandise has been ordered.

11. CANCELLATIONS — STANDARD ORDERS

Standard orders may be cancelled within 24 hours of purchase, provided the order has not already:

  • Shipped

  • Been processed for shipment

  • Been placed into production

  • Been ordered from a vendor

  • Been reserved or held specifically for the customer

After this period, cancellation is subject to Cotton & Crete's approval and the terms applicable to the merchandise ordered.

12. SPECIAL-ORDER CANCELLATIONS

When a customer places a Special Order, Cotton & Crete may immediately begin incurring costs and making commitments based upon that purchase.

These may include:

  • Vendor deposits

  • Manufacturer charges

  • Product procurement costs

  • Vendor cancellation fees

  • Freight charges

  • Transportation costs

  • Warehousing and storage

  • Receiving and handling expenses

  • Administrative and order-processing expenses

  • Other nonrecoverable expenses associated with fulfilling the customer's order

Once merchandise has been ordered, reserved or procured specifically for a customer, Cotton & Crete is not obligated to permit cancellation.

If Cotton & Crete elects, at its sole discretion and where permitted by law, to accept cancellation of a Special Order after the order has been submitted or merchandise has been reserved or procured, the cancellation will be subject to a minimum 25% cancellation fee.

The customer may also be responsible for additional documented, non-refundable costs incurred by Cotton & Crete as a result of the order or its cancellation, including applicable vendor cancellation charges, freight, storage, handling and other nonrecoverable costs, to the extent permitted by applicable law.

The cancellation fee is intended to offset costs and losses incurred as a result of a customer cancelling merchandise that Cotton & Crete committed to obtaining specifically for that customer.

13. LARGE FURNITURE & MULTI-PIECE SPECIAL ORDERS

Orders involving multiple pieces of furniture, room collections, large quantities or merchandise specifically sourced, reserved or held for a customer may involve significant financial commitments by Cotton & Crete.

Once Cotton & Crete has placed these orders with its vendors, reserved merchandise, incurred freight or storage obligations, or otherwise committed resources specifically for the customer, the order may no longer be cancelled.

If Cotton & Crete voluntarily agrees to accept a cancellation, the minimum 25% Special Order cancellation fee will apply, together with applicable additional nonrecoverable costs as described in this policy.

Customers placing substantial Special Orders may be required to acknowledge the applicable Final Sale and cancellation terms before Cotton & Crete submits the order to its vendors.

14. CUSTOMER REQUESTS TO HOLD MERCHANDISE

If Cotton & Crete agrees to reserve or hold merchandise specifically for a customer, that merchandise may be removed from availability for other customers.

Once merchandise has been specifically reserved or held in connection with a paid Special Order, the applicable Special Order cancellation terms will apply.

Storage charges may also apply when merchandise is held beyond an agreed pickup or delivery period, provided such charges have been disclosed or agreed to as applicable.

15. USED, DISPLAYED, INSTALLED OR ALTERED MERCHANDISE

Cotton & Crete does not accept returns of merchandise that has been:

  • Used

  • Displayed

  • Installed

  • Hung

  • Altered

  • Modified

  • Damaged after delivery

  • Stained or soiled

  • Exposed to odors or smoke

  • Returned with missing packaging, accessories or components

Merchandise must be returned in substantially the same condition in which it was received.

This includes merchandise that was used or displayed only temporarily.

Cotton & Crete reserves the right to deny or reduce a refund when inspection indicates that merchandise does not satisfy the return requirements applicable to the purchase.

16. UNAUTHORIZED RETURNS

ALL RETURNS REQUIRE PRIOR AUTHORIZATION FROM COTTON & CRETE.

Only merchandise specifically authorized for return may be included in a return shipment.

DO NOT PLACE ADDITIONAL OR UNAUTHORIZED MERCHANDISE INTO AN APPROVED RETURN PACKAGE.

Sending merchandise back to Cotton & Crete does not automatically make that merchandise eligible for a refund.

If unauthorized merchandise is returned, Cotton & Crete may decline to issue a refund.

If the customer requests that unauthorized merchandise be shipped back to them, the customer may be responsible for the shipping expense.

17. RETURN INSPECTION

All returned merchandise is inspected before a refund is approved.

RECEIPT OF A RETURN PACKAGE DOES NOT CONSTITUTE ACCEPTANCE OF THE RETURN OR APPROVAL OF A REFUND.

Cotton & Crete may photograph and document returned merchandise and packaging as part of the inspection process.

Refunds will be processed only after the merchandise has been received, inspected and determined to satisfy the conditions applicable to the return.

18. DAMAGED OR INCORRECT MERCHANDISE

Damage claims and incorrect-item claims are handled separately from standard returns.

If merchandise arrives damaged or the incorrect merchandise was shipped, customers must contact Cotton & Crete within 7 days of confirmed delivery.

Customers may be required to provide:

  • Order number

  • Photographs of the entire merchandise

  • Close-up photographs of the damage

  • Photographs of the shipping box

  • Photographs of interior packaging

  • Photograph of the shipping label

  • Additional photographs reasonably required for a carrier or vendor claim

Customers must retain the merchandise and original packaging while the claim is being reviewed.

Damage occurring after delivery because of use, installation, hanging, handling, modification, improper care or accidental damage is not considered shipping damage.

Freight damage remains subject to the separate 48-hour freight-damage notification requirement contained in this policy.

19. HANDMADE, NATURAL, DISTRESSED & VINTAGE-INSPIRED MERCHANDISE

Many Cotton & Crete products are intentionally handmade, rustic, distressed, antiqued, aged, weathered, vintage-inspired or manufactured from natural or reclaimed materials.

Individual variations may include:

  • Color

  • Texture

  • Distressing

  • Paint or finish

  • Wood grain

  • Knots

  • Markings

  • Shape

  • Patina

  • Antiquing

  • Natural imperfections

  • Other individual characteristics

These characteristics are often intentional or inherent to the materials and are not necessarily defects or damage.

Product photographs are representative. Individual pieces may vary from the piece shown in photographs.

20. REFUNDS

Once an eligible return has been received, inspected and approved, the applicable refund will be issued to the original form of payment.

Approved refunds will be calculated based upon the amount paid for eligible returned merchandise, less applicable:

  • 12% standard return restocking fee

  • Return shipping charges

  • Non-refundable original shipping charges

  • Delivery charges

  • Other deductions permitted under this policy and applicable law

Once Cotton & Crete issues a refund, additional processing time imposed by the customer's bank, card issuer or payment provider is outside Cotton & Crete's control.

21. PROMOTIONS, DISCOUNTS & PRICE ADJUSTMENTS

Promotions, sales, discount codes and special offers are valid only during the specific dates and timeframes advertised by Cotton & Crete and are subject to any stated exclusions, restrictions or eligibility requirements.

PROMOTIONAL PRICING AND DISCOUNTS CANNOT BE APPLIED RETROACTIVELY TO ORDERS PLACED OUTSIDE OF THE ADVERTISED PROMOTIONAL PERIOD.

This includes orders placed before a promotion begins, even if the order has not yet shipped, as well as orders placed after a promotion has ended.

Cotton & Crete does not provide refunds, credits or price adjustments when:

  • Merchandise purchased at regular price is later placed on sale

  • A promotion or discount begins after an order has already been placed

  • A customer places an order after a promotion has ended

  • A customer fails to enter an applicable promotional or discount code before completing checkout

  • A different or greater discount becomes available after an order is placed

  • An item is subsequently marked down, placed on clearance or included in another promotional event

As a small specialty retailer, Cotton & Crete carefully plans promotions for specific dates, merchandise and selling periods. Promotional pricing is offered only during those designated periods and cannot be extended to purchases made outside of the advertised timeframe.

Customers are responsible for reviewing and applying any eligible promotional or discount code before completing checkout.

Unless expressly stated otherwise:

  • Only one promotional offer or discount may be applied to an order

  • Promotions and discount codes cannot be combined

  • Certain merchandise, brands, collections or product categories may be excluded

  • Clearance, Final Sale, furniture, freight, special-order, custom-made, holiday or seasonal merchandise may be excluded from promotional offers

  • Promotions have no cash value and cannot be redeemed for cash or store credit

Cotton & Crete reserves the right to establish promotional exclusions, minimum purchase requirements, maximum discounts and other reasonable promotional terms.

Cotton & Crete also reserves the right, where permitted by law, to modify, suspend or cancel a promotion or discount in the event of a pricing error, website error, technical issue, incorrect promotional information, misuse or other unintended application of an offer.

Nothing in this section limits any non-waivable right or remedy provided by applicable law.

22. REFUSED & UNDELIVERABLE SHIPMENTS

Refusing delivery does not constitute an authorized cancellation or return and does not automatically entitle the customer to a refund.

If an otherwise return-eligible shipment is refused or returned because of an incorrect address, failure to accept delivery, failure to retrieve the shipment or another circumstance not caused by Cotton & Crete, applicable:

  • Original shipping charges

  • Return shipping charges

  • Carrier charges

  • Storage charges

  • Handling charges

  • Restocking fees

may be deducted from any otherwise applicable refund, to the extent permitted by law.

Final Sale merchandise remains Final Sale.

23. EXCESSIVE RETURNS & RETURN POLICY ABUSE

Cotton & Crete reserves the right, where permitted by law, to limit future return privileges or decline future transactions when a customer's account demonstrates a pattern of return-policy abuse or other problematic transaction activity.

Examples may include:

  • Excessive or repeated returns

  • Returning merchandise after using or displaying it

  • Repeated unauthorized returns

  • Returning merchandise in a different condition from when it was received

  • Repeated violations of return requirements

  • Fraudulent or deceptive return activity

  • Abuse of payment disputes or chargebacks

Nothing in this section eliminates rights a customer may have under applicable law regarding genuinely damaged, defective or incorrectly supplied merchandise.

24. PAYMENT DISPUTES & CHARGEBACKS

If you believe there is a problem with an order, cancellation or refund, we strongly encourage you to contact Cotton & Crete first so that we have an opportunity to review and resolve the matter.

A payment dispute or chargeback does not alter the terms applicable to the original purchase or create a right to retain merchandise without payment.

If a payment dispute is filed, Cotton & Crete reserves the right to provide the customer's bank, card issuer or payment provider with documentation relevant to the transaction, including:

  • Order records

  • Proof of delivery

  • Tracking information

  • Product descriptions

  • Final Sale disclosures

  • Special Order records

  • Applicable store policies

  • Customer communications

  • Return authorization records

  • Photographs of returned merchandise

  • Refund records

  • Vendor-order documentation

  • Records identifying merchandise retained by the customer

Cotton & Crete reserves all rights and remedies available under applicable law concerning unpaid merchandise, fraudulent transactions, false representations or abuse of the chargeback process.

25. RIGHTS PROVIDED BY LAW

Nothing in this policy is intended to eliminate, restrict or waive any non-waivable right or remedy provided to a consumer under applicable federal, state or local law.

Where applicable law provides a customer with a specific right to cancel or rescind a transaction, the requirements of applicable law will control.

26. AGREEMENT TO POLICY

By completing a purchase from Cotton & Crete, the customer acknowledges the return, cancellation and Final Sale terms presented in connection with the purchase.

Customers are responsible for reviewing:

  • Product descriptions

  • Photographs

  • Dimensions

  • Materials

  • Finishes

  • Specifications

  • Shipping information

  • Final Sale designations

  • Special Order designations

  • Cancellation restrictions

before completing their purchase.

For custom, special-order, furniture and freight purchases, Cotton & Crete may require additional acknowledgment of the applicable Final Sale and cancellation terms.

Cotton & Crete reserves the right to update or modify this policy for future purchases. Changes will not retroactively alter the terms applicable to an order already placed.

Questions regarding return eligibility, Final Sale status or cancellation terms should be directed to Cotton & Crete before placing an order.

Thank you for shopping with Cotton & Crete and supporting our small business.