Return Policy
Returns & Refunds
Our return policy is designed to be clear, fair and aligned with the realities of shipping large, heavy bathroom fixtures via freight.
Return Window
We accept returns within 30 days of the original delivery date.
Condition of Returned Items
To be eligible for a return, the item must:
- Be in new, unused condition.
- Include all original packaging, hardware and accessories.
- Be safely repackaged on a pallet (for freight items) so it can travel back without damage.
We cannot accept returns for items that have been installed, modified, cut, plumbed in or damaged after delivery.
Buyer’s Remorse Returns
If you wish to return an item because of a change of mind, sizing/finish error or design change, this is treated as a buyer’s remorse return.
- Accepted within 30 days of delivery for eligible products.
- The customer is responsible for all return freight shipping costs.
- A 15% restocking fee will be deducted from your refund to cover warehouse handling and inspection costs.
Refund Calculation: Refund = Purchase Price – (Return Freight + 15% Restocking Fee).
Because these products ship on pallets via LTL freight, return shipping costs can be significant ($200–$500+). We strongly recommend confirming measurements and finishes with your contractor or designer before ordering.
Damaged or Defective Items
We take care in packaging and shipping, but freight damage can occasionally occur. If your item arrives damaged or defective, we will work with you to resolve the issue at no cost to you.
At the time of delivery:
- Inspect the pallet, crate and packaging before signing.
- If you see damage, write a brief description on the Bill of Lading (BOL) before signing.
- Take clear photos of the packaging and any visible damage to the product.
After delivery, contact us at info@hayesandburns.com with:
- Your order number.
- Description of the damage or defect.
- Photos of the packaging and product.
When damage is properly documented on the BOL, Hayes & Burns will file a freight claim and arrange an appropriate solution, which may include repair, replacement parts or a full replacement.
How to Request a Return
To start a return, please contact our customer service team via email.
- Email: info@hayesandburns.com
- Include: Your order number and reason for return.
- If claiming damage: Attach photos.
If your return is approved, we will provide:
- A Return Merchandise Authorization (RMA).
- The correct warehouse return address (Do not ship to our office address).
- Instructions for repackaging and carrier pickup.
Returns must not be sent back without an RMA, as we may not be able to match the shipment to your order.
Refund Method & Processing Time
- Refunds are issued to the original payment method used at checkout.
- Once your return has been received and inspected, please allow up to 10 business days for the refund to be processed.
- Original outbound shipping costs (if paid) are non-refundable once the order has shipped.
Non-Returnable Items
Certain items may not be eligible for return once opened or installed, including but not limited to:
- Custom-ordered or special-order products.
- Products that have been installed, modified or altered.
- Plumbing components where hygiene or safety regulations apply once opened.
Any non-returnable status will be clearly noted on the product page whenever possible.
Questions
If you have any questions about whether a specific item can be returned or how return freight works, please contact us before placing your order:
Hayes & Burns
4550 Linden Hill Rd, Suite 150
Wilmington, DE 19808
Phone: +1 (302) 412-0294
Email: info@hayesandburns.com
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