Refund policy

We kindly ask our customers to open and inspect all products within fourteen (14) days of receipt. We will gladly accept returns provided you report any issues within this initial 2-week time frame. Please keep original packaging if you are considering a return. Full details can be found in our warranty policy.

Retail and sale prices at the time of checkout are final. Refunds will not be honored if a retail price is reduced after the time of purchase.

Please note, that original shipping costs are non-refundable.

Merchandise must be returned in its original condition. Please be aware that you will be responsible for any return shipping costs and the shipment of a return is to be independently arranged by the customer. There will be a 10% restocking fee once we have received the item(s). Unfortunately, we cannot accept returns of sales merchandise, or issue credits or exchanges if there is any evidence of excessive wear-and-tear*. Canceled orders are subject to a 15% fee, including orders canceled due to shipping delays.

*We define “normal wear-and-tear” as color fading over time, cushion indentations after a year, leather loosening and/or stretching, and so on.* Additionally, if a bath product is not professionally installed the product is not acceptable for return. A proof of professional installation invoice is required.

If you have any concerns or are having any issues and you’re not sure if this description fits your experience, just get in touch and we’ll figure it out together.

If an order is refused due to damages upon delivery, please email us at support@industrywest.com to notify us of the refusal so that we can proactively address any replacements that are needed.

Commercial Purchases

Once shipped, orders for commercial use are not returnable/ refundable. In the event that a commercial order is canceled Industry West will only provide store credit. If anything is damaged in transit or has a manufacturing defect, the order is fully covered under warranty for repair/replacements. 

We have an extensive swatch program and are happy to provide discounted sample units to ensure that you and/or your clients have the opportunity to really get a sense of how the piece you are considering will work in your space.

Sample Products

Samples must be returned in original condition within 30 days of receiving the product. Please be aware that you will be responsible for any return shipping costs, but you will not be charged our standard 10% restocking fee once we have received the item(s).

To request an extension on this 30-day policy, please contact support@industrywest.com