Returns & Warranty Policy

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Returns

Submitting a Return Request

All return requests must be submitted within 30 days of delivery or will-call pickup. To begin a return, contact us — do not ship anything back until you have received an RMA number from us. Returns sent without prior approval will not be honored.

When submitting your request, you must provide a reason for the return. Return reasons fall into two categories: Customer-Responsible and Manufacturer-Responsible.

Customer-Responsible Returns

If the return is due to a customer-side reason, the following conditions apply:

• A 15% restocking fee applies (based on product cost, excluding shipping).
• The restocking fee is waived if a replacement order is placed at the time of the return request.
• The customer is responsible for arranging and paying return shipping.
• Original shipping costs are non-refundable.

Customer-responsible return reasons include:

• Product no longer needed
• Ordered too much or too little
• Ordered the wrong product
• Buyer’s remorse or accidental purchase

Manufacturer-Responsible Returns

If the return is due to an error or defect on our end, the following conditions apply:

• No restocking fee.
• We will arrange and cover return shipping.
• Original shipping costs will be refunded.
• Photographic verification of the issue is required.

Manufacturer-responsible return reasons include:

• Incorrect product sent
• Product description was inaccurate
• Product is defective or out of spec
• Incorrect quantity sent
• Delivered to the wrong location

Return Requirements

Regardless of who is responsible, all returns must meet the following conditions:

• Return request submitted within 30 days of receipt.
• A return reason must be provided.
• An RMA number must be issued by us before any product is shipped back.
• Product must be packaged securely to prevent damage in transit.
• The RMA number or original invoice number must appear on the packing slip or the outside of the package.
• The returned product must arrive at our warehouse (7040 N. Lawndale Ave., Lincolnwood, IL 60712) within 14 days of RMA approval.
• The product must be in the same condition it was in at the time of the return request.

If all conditions are met, refunds are issued within 5–7 business days of our receipt of the returned product.

Return Eligibility

The following items are not eligible for return under any circumstances:

• Cut-to-size materials (decorative grille, mesh, rattan, leather, resin) cut per customer request.
• Mouldings, tambour, or 96″ pieces cut to reduce shipping costs per customer request.
• Stock columns, feet, or legs that have been custom-serviced (notched, split, cut, bolted, routed, bored, etc.) per customer request.
• Any custom products (custom size, design, length, species, etc.) as specified at time of order.
• Products from separate production runs purchased individually, where color, grain, finish, or texture inconsistencies may exist.
• Products included in a Large-Order Agreement run.
• Products that have been painted, cut, scratched, dented, chipped, installed, sanded, finished, glued, taped, drilled, or altered in any way from their original condition.
• Products damaged due to customer actions or circumstances outside of our control.
• Products for which a return request was made more than 30 days after receipt.
• Clearance, Sale, or Second Stock items indicated as such at time of purchase.

NOTE: Always inspect and confirm received items before performing any installation or modification. Any alteration — including removal of a finish — automatically voids return eligibility.

Exceptions to the above apply (within the 30-day window) in the following scenarios:

• Cut-to-size materials that were not cut to the customer’s requested dimensions.
• Products that are out of spec, of inadequate quality, missing parts, or are the wrong item (species, finish, size, design, profile, etc.) — regardless of any manufacturer-performed cuts or custom work.
• Custom products that do not match quoted specifications or quality.
• Clearance, Sale, or Second Stock items with faults beyond what was described at time of sale.

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Items Damaged or Lost in Shipping

Once a shipment is handed off to a carrier, our direct accountability ends. We take every reasonable measure to ensure products are packaged securely before that point.

In the event of damage or loss in transit, we recommend the following:

• For LTL freight shipments: insist that any visible packaging damage be noted on all copies of the freight bill before signing.
• For UPS/FedEx: note any visible damage on the signed receipt.
• Open and inspect all received packages within 14 days of receipt — regardless of how the packaging looks on the outside.
• Verify all quantities and components against your order.
• Move received shipments to a safe, climate-controlled space as soon as possible.

For questions about lost or damaged shipments, contact us at 800-328-5858 or orders@brownwoodinc.com.

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Warranty

Brown Wood Products Company and its brand Designs of Distinction warrants to the original purchaser that products will be free from defects in material and workmanship for one year from the date of delivery.

This warranty applies only to products used under normal conditions for personal, family, or household purposes. It does not cover damage resulting from neglect, accident, misuse, alteration, acts of nature, normal wear and tear, or exposure to extreme temperature or humidity. All products are intended for indoor use only.

Where a valid warranty claim is made, Brown Wood Products Company will, at its discretion, repair or replace the product with one of equal or similar type and quality. Our liability is limited to the replacement cost of the product and does not extend to consequential damages.

Warranty claims must be reported within 30 days of observing the defect and no later than one year from the date of delivery. The warranty applies only to products in the condition and finish in which they were sold — finishes or modifications applied after the sale are not covered.

General Storage and Care

All Brown Wood products should be handled, stored, and used with care for the item’s integrity and quality. Products should be stored and used in environments with moderate temperature (65–75°F) and humidity (45–55% RH). Storage or use outside of these conditions may result in damage and will void all warranty coverage.

Unfinished Wood

Prompt and proper sealing is essential to maintain wood stability. Sealing the ends of pieces will reduce moisture-related cracking. Exposure to extreme temperature or humidity voids this warranty. Fading, color variation over time, minor scratches, and natural variations in wood grain or color are not considered defects. Clean unfinished wood with a dry cotton cloth or compressed air only.

Pre-Finished Wood

Natural fading or finish deterioration over time, and peeling or discoloration caused by harsh cleaning agents, are not covered. Clean finished products with a cotton cloth, warm water, and mild soap — free of ammonia, alcohol, or abrasive chemicals. Removal of any factory finish automatically voids this warranty.

Unlacquered Brass

Unlacquered brass has a “live” finish and will develop oxidized tarnish and patina over time — this is inherent to the material. To prevent patina from forming, apply a sealing lacquer promptly after receipt. Oxidation, scratches, or discoloration from leaving brass unlacquered are not covered. Patina can be removed using approved brass cleaning agents and a cotton cloth.

Lacquered Brass

Lacquered brass may show minor color tone shifts over time but should not oxidize when properly maintained. Wipe lacquered brass regularly with a cotton cloth to remove fingerprints, dust, and other contaminants that can degrade the lacquer. Tarnish caused by fingerprints, oils, cleaners, or synthetic materials is not covered. Adding or removing lacquer automatically voids this warranty.

Electroplated Components

Electroplated products (such as decorative grilles and meshes) may show variability in color due to the nature of the electroplating process. Color variation between items produced at different times, or between separately purchased products of different model runs, is expected and is not covered under warranty.

Anodized Aluminum

Anodized aluminum resists rust and deterioration under reasonable moisture exposure. Prolonged exposure to moisture or heat can compromise the material’s color and strength and is not covered. Clean regularly with a cotton cloth, warm water, and mild soap. Dry promptly after cleaning. Damage resulting from failure to maintain anodized aluminum properly is not covered.

UHB Tape & Designer DripEdge®

UHB Tape must only be applied to surfaces that are clean and free of dust, dirt, moisture, chipping paint, or any other debris. Apply with firm, even pressure held for at least 45 seconds. UHB Tape is only warranted in parallel applications — use in suspension applications (e.g., hanging items from a ceiling) is not recommended and not covered. Improper surface preparation, incorrect adhesion, or misuse voids warranty for both the tape and the attached component.

Designer DripEdge™ must be applied using all standard UHB Tape procedures and must be regularly cleaned and dried to maintain its integrity. Improperly maintained DripEdge™ is not covered under warranty.

Gallery Rail Components

Gallery Rail Components are designed for display purposes only and are not rated for structural or load-bearing use. Damage to components, surfaces, or property resulting from use beyond their intended purpose is not covered.

Rigid Insert Panels (formerly Solid Tambour)

Rigid Insert Panels are designed to be used as center panel inserts within a frame only. Due to their machined profile and material thickness, these panels are not suitable for use without frame capture. Allow for natural expansion and contraction within the frame. Panels should be air-dried only — never use an oven or heating apparatus. Installation outside of our recommended method, or heat-driven drying of any kind, voids warranty immediately.

These panels are highly susceptible to warping, cracking, or distortion from unstable storage conditions. They must be stored at 65–75°F and 45–55% RH.

Clearance, Sale & Second Stock Items

All Clearance, Sale, and Second Stock purchases are final. These items are not eligible for return or replacement under any circumstances. Items considered unreasonably out-of-spec or containing faults beyond what was described at the time of sale may be eligible for remediation on a case-by-case basis.

Samples & Sample Kits

Samples and Sample Kits are for viewing and evaluation purposes only. They are not intended for installation or use as finished goods. Any use of samples beyond their intended purpose voids warranty. Samples may vary in size, shape, color, and appearance from their finished-good counterparts — these variations are not covered.

Assembly & Installation

All product assembly and installation must be performed by a licensed professional. Work performed by unlicensed individuals voids warranty immediately. Products must be assembled and installed according to the manufacturer’s provided instruction documents. Installation performed in a manner inconsistent with or contrary to those instructions voids warranty. Reconfiguration or repurposing of any product, component, fastener, adhesive, or included material during assembly or installation also constitutes a warranty violation and voids coverage immediately.