Return Policy/Claims
We want you to feel confident about your order. Before returning an item or submitting a shipping damage claim, please review the requirements below. If you are unsure whether a product is eligible for return, contact us before ordering.
Our Return Policy
Standard Item Returns
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. Before sending an item back, call us toll-free at 1-800-896-0978 to obtain a Return Merchandise Authorization (RMA). Returns cannot be refunded without an RMA.
Made-to-Order and Non-Returnable 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
• Fire Tables
• Exterior Decor Accents
• Window AC Covers
• Fabby Lighting
• Shutters
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
Shipping 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.
Questions About Return Eligibility?
If you are unsure whether an item is eligible for return, please call us before placing your order. Our team is available Monday–Friday, 7:00 a.m.–4:00 p.m. Pacific Time.
Contact 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
