Return Policy/Claims
OUR RETURN POLICY
Your satisfaction is very important to us! All standard items are returnable for a full refund of the purchase price (outbound shipping charges will not be refunded), provided you contact us within 15 days of the receipt of your item(s). In order to be eligible for return, items must be unused and in the original packaging. Prior to making a return, please call toll free to secure a Return Merchandise Authorization (RMA) from Hooks and Lattice. No refund can be issued without an RMA.
Made to Order Items: Items ordered in custom styles, sizes or colors are not returnable. Other items that are non-returnable once they have gone into production or shipped include: iron faux balconies, composite planters, PlanterWell Reservoirs that have chambers linked to each other, worm castings, worm tea and other perishable fertilizer items.
Exterior Window Shutters: ONLY ITEMS MARKED AS “QUICK-SHIP” are eligible for return with a 25% re-stocking fee (minimum of $25). All other shutter items are considered a custom size and are not eligible for return.
Return Shipping Charges: Hooks and Lattice will cover shipping costs if the return is a result of our error in packing. In all other instances, customers are responsible for return shipping charges.
Damage During Transit: Damage must be reported within 5 days of receipt of the item (calculated according to the carrier tracking number based on date of delivery). We must report carrier damage claims immediately. In the event of damage during shipping, we require photographs of the affected items and any damage to the shipping container. Our carrier also requires that the box damaged in transit be saved and sent back by the customer.
If you are unsure whether an item is eligible for return please call us before placing an order. We have agents available from 7:00am - 5:00pm, Pacific Time, Mon - Fri.
ONLINE ORDER SECURITY
To protect our customers, all online transactions paid for via credit card and PayPal are handled with industry-standard SSL encryption. This ensures the highest level of security for all purchases made on the Hooks and Lattice website.
Contacting us
If you have any questions about our return policy, please contact us at:
Carlsbad Manufacturing Corp DBA Hooks and Lattice
Carlsbad, CA 92011
Call Toll Free: 1-800-896-0978
sales@hooksandlattice.com