At Steven Billy, we strive to ensure that you are completely satisfied with your purchase of our high-quality benches, chairs, and ottomans. However, if you are not entirely happy with your purchase, we offer a flexible return and exchange policy to make the process as smooth as possible. Please take a moment to review our return and exchange guidelines below.

Returns

We accept returns on eligible products within 30 days of the delivery date. If you are not satisfied with your purchase for any reason, you may return it for a refund or exchange, subject to the following conditions:

  • Eligibility for Return:
    • Products must be in their original condition and packaging, including all accessories, manuals, and tags.
    • Items that have been used, damaged, or altered in any way after delivery are not eligible for return.
    • Custom or personalized items, as well as clearance or final sale items, are non-refundable and cannot be returned or exchanged.
  • Return Process: To initiate a return, please contact our customer support team at [email protected] with your order number, details of the item(s) you wish to return, and the reason for your return. We will provide you with a Return Authorization Number (RA#) and instructions on how to return your item.
  • Return Shipping: Customers are responsible for the cost of return shipping unless the item arrived damaged, defective, or if the incorrect product was delivered. We recommend using a trackable shipping service to ensure the safe return of your item. Steven Billy is not responsible for items lost or damaged during return shipping.
  • Refund Processing: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 7–10 business days, and a credit will automatically be applied to your original method of payment. Please note that original shipping fees are non-refundable.

Exchanges

We understand that sometimes the item you receive may not meet your expectations, whether due to size, color, or other reasons. If you wish to exchange your product, we offer a simple exchange process:

  • Eligibility for Exchange:
    • Items must be in their original, unused condition, with all packaging and accessories intact.
    • Custom or personalized items, clearance items, and final sale products are not eligible for exchange.
  • Exchange Process: To request an exchange, please contact us at [email protected] within 30 days of receiving your order. Include your order number, the item you wish to exchange, and the replacement item you would like. We will provide you with an Exchange Authorization Number (EA#) and instructions for returning the original item.
  • Exchange Shipping: Customers are responsible for shipping costs associated with returning the original item. Once we receive your returned item, we will process the exchange and ship the new item to you. Steven Billy will cover the shipping cost for the replacement item. If the exchange is due to an error on our part (such as sending the wrong product), we will cover all shipping costs.

Damaged or Defective Items

In the unlikely event that you receive a damaged or defective product, please contact us immediately at [email protected] with your order number and photos of the damage or defect. We will work with you to resolve the issue promptly, offering a replacement or refund as appropriate.

  • Reporting Damages: Damaged or defective items must be reported within 7 days of delivery. Failure to report damages within this timeframe may result in the item being ineligible for return or replacement.

Non-Returnable Items

Certain products are not eligible for return or exchange, including:

  • Custom or personalized furniture
  • Clearance and final sale items
  • Products that have been used or damaged after delivery
  • Items without the original packaging or accessories

Cancellations

Orders can be canceled free of charge within 24 hours of placing your order. After this 24-hour window, cancellations may not be possible, especially if the item has already been processed for shipping. If you need to cancel your order, please contact us at [email protected] as soon as possible, and we will do our best to accommodate your request.

Restocking Fees

In some cases, a restocking fee of up to 15% may apply for returns of large or bulky items, particularly if the item has been used or is not returned in its original condition. We will inform you in advance if a restocking fee applies to your return.

Return Policy for International Orders

For orders shipped outside of the United States, we do accept returns, but international customers are responsible for all return shipping costs, duties, and taxes. Refunds will be processed once the returned item has been received and inspected, but we cannot refund any original shipping fees, duties, or taxes.

Contact Us

If you have any questions or need assistance with your return or exchange, please feel free to reach out to our customer support team at [email protected]. We are here to help and ensure that your experience with Steven Billy is as smooth and enjoyable as possible.

This return and exchange policy outlines the terms and conditions for returning and exchanging products purchased from Steven Billy. It ensures clarity and transparency for the customers, emphasizing smooth customer support and fair handling of returns and exchanges. Let me know if you need any adjustments!