Refund policy

RETURN POLICY

At RoCo and Xander, we stand behind the quality of all our curated products.  We work with the best manufacturers in the industry to ensure a pleasant experience with each item you select for your home.  We hope you love your selections but if for some reason you are not satisfied with your purchase, we will accept returns on eligible items within 7 days of delivery. Each product page notes whether the item is eligible for return, so please confirm before making a purchase.  Final Sale Items are not eligible for return.  All Return Items are subject to a 20% restocking fee. 

Customers are responsible for return shipping charges. If eligible, refunds are processed to the original method of payment, less the original shipping fee, return shipping fee and any applicable restocking fees. Shipping fees are non-refundable unless the item received is damaged, defective, or incorrect. All eligible returned items must be unused, uninstalled, and in their original packaging. Returns that arrive with postage due will be returned to the sender.

To initiate a return, please obtain a return authorization number by contacting claims@rocoandxander.com. After obtaining it, pack and return items in their original condition and include the provided RMA form. 

Once you request your return, we will send you a return label with the appropriate return address and RA number within five business days of your return request. You will then have 14 days to return your item. Note that all items shipped back without an RA number or outside the 14 day return period will not be accepted and will be returned to you. We cannot accept returns without the original packaging. Please note, products may only be returned from the location of original delivery.

If the product is refundable, please allow 3-5 business days from the date of return receipt for the refund to be processed, as we conduct a quality control review. Once your refund is issued, you will receive an email notification.

FINAL SALE POLICY

We do not take returns on final sale items.  All items that are final sale will be noted on the product pages. Please take note of the final sale policy before purchasing these items from our store.

Final Sale Items:

Furniture and Lighting: All furniture and lighting are final sale.

Mirrors and Rugs: All Mirrors and Rugs are final sale

Artwork: All artwork is made-to-order and final sale.

Items NOT Eligible for return:

Please note we also do not accept returns on:

          Wired or assembled products.

          Custom made to order items.

          Used items or items without original packaging.

          Altered items (repainted, refinished, cut, etc.).

          Final sale items or gift cards.

          Design Services.

DAMAGE CLAIMS POLICY

We take pride in providing our customers the best in service delivery to ensure your products arrive safely in your home.  In an unlikely event that your product arrives damaged, defective or incorrect, please refer to our damage claim guidelines and policies below for information on filing your claim.  

HOW TO START A CLAIM

To report a damaged, defective, or incorrect item, please contact our claims team within 2 days of delivery at claims@rocoandxander.com. Before we can process your claim, we will request the following information:

          Clear images of the damaged, defective, or incorrect item.

          Images of the packaging from all sides (regardless of the condition of the                      packaging).

          All labels on the box and item.

          Proof of delivery (signed shipping documentation, if available, stating damage              or shortages to your order).

Please note we will not be able to process your claim without all of the above. 

Once we have the required information and documents, we will determine the best solution. Processing time for a claim can take 2-3 business days once all documentation and photos are received. RoCo and Xander's team will keep you informed on the process and what the next steps will be.

Claims Resolution Policy:

In the event a claim is filed on damaged, defective, or incorrect item, our team will work to repair, discount, or refund your item. Please note that our ability to offer a replacement is contingent on a repair technician's confirmation that the item cannot be repaired back to factory standards. If a repair technician deems the item was successfully repaired back to factory standards, the item will not be eligible for a replacement. We reserve the right to determine the appropriate solution in accordance with standard practices within the furniture industry.

To guarantee the best customer experience, please follow our guidelines below when you receive your delivery.

Damaged, Defective, or Incorrect Item Policy and Guidelines for Freight Items:

All claims must be submitted within 2 days of your item's arrival. Claims reported after 2 days of your item's arrival will be denied.

If you receive a freight item with a required signature, please inspect the packaging and open your package immediately (BEFORE SIGNING) to inspect the item. If the packaging or the item has obvious damage or is otherwise defective or incorrect, mark the Bill of Lading packing slip as “damaged.” Please take clear photos of the damaged packaging, and damaged or defective item, as well as shipping labels on the packaging and/or item. If the shipment is refused before inspection of the item, you may be subject to re-delivery fees.

If you refuse the shipment, please contact our claims team within 2 days at claims@rocoandxander.com. Please be prepared with photos of the issue to send via email. Once contacted, our team will work with you to provide a resolution.

PLEASE NOTE: If you sign for a signature-required freight shipment without reporting the damage, defect, or error, you are responsible for all such damages and your damage claim will be denied. All damage claims must also be received within 2 DAYS of your item's arrival. Damage claims reported after THE TIME FRAME of your item's arrival will be declined.

Damaged, Defective, or Incorrect Item Policy and Guidelines for Parcel Items:

All claims must be submitted within 48 hours of your item's arrival. Claims reported after 48 hours of your item's arrival will be denied.

If you receive a no-signature required parcel item, please open your package and inspect it immediately. Please keep all original packaging. If your item is damaged, defective, or incorrect, please take photos of the item and its packaging and report to claims@rocoandxander.com. Please take clear pictures of the damaged packaging, and damaged or defective item, as well as shipping labels on the packaging and/or item. We cannot accept damage claims without the original packaging, and damages reported after 2 days of your item's arrival will be denied.

PLEASE NOTE: Damage claims will be denied if the item has been used or installed.

Missing or Incorrect Items Policy and Guidelines:

If an item is missing or incorrect, please contact our claims team within 2 days at claims@rocoandxander.com. We will promptly investigate the situation and provide a resolution at our sole discretion. RoCo and Xander is not responsible for any misplaced or stolen packages. Please note that if we have signed documents or photo proof of delivery confirming that the item has been delivered to the specified address, RoCo and Xander is not responsible for the item and will not process a refund or replacement.

If your item is approved as incorrect, we will provide an RMA # and instructions on where to ship the item back. Once we receive your incorrect item, we will send out a replacement item. Incorrect item claims reported after 2 days of your item's arrival will be declined.