Store Policies
PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF USE CAREFULLY:
SANA’S URBAN DESIGN POLICIES
Our number one priority is always customer satisfaction.
Local Delivery
Sana’s Urban Design provides delivery service on large orders through a third party moving service at an additional cost. We will gladly assist our customers with arranging deliveries. Customers can speak directly with the delivery company to setup delivery date and time. Customers will be responsible for all delivery costs at the time of delivery unless your purchase specifies free delivery. You will normally receive a call from the delivery company the day prior to your scheduled delivery date and they will give you a three- to four-hour window for your delivery time. If you fail to meet the delivery service at the scheduled time, you could be charged an additional delivery fee. Please note that no changes can be made to your order 72 hours prior to your scheduled delivery date. The customer is responsible for inspecting all merchandise for damage prior to signing the delivery receipt. If damage is not noted, Sana’s Urban Design will not be responsible and cannot reimburse you for any loss. All balances must be paid in full before scheduling delivery.
Warranties
Sana’s Urban Design warranties our products for 90 days against manufacturer's defects. Sana’s Urban Design is not responsible for fastness of color or variation in fabric/leather dye or wood finishes. This warranty applies to the original purchaser/owner only and only to the merchandise which has remained at the original address that is on your receipt. The customer is responsible to return at their expense any items that were not delivered by Sana’s Urban Design. It is at Sana’s Urban Design's discretion to repair or replace any or all items in question.
Payments and Deposits/Store Credit
We accept American Express, Discover, Visa, Master Card, debit cards, in store financing, personal / business checks and cash payments. All custom and special orders require a 100% non-refundable deposit. Financed special orders require a 25% non-refundable deposit. All merchandise must be paid in full, picked up or scheduled for delivery within 30 days of it being received in our warehouse. Any orders not paid in full, picked up or scheduled will be canceled and money paid will be applied to your account and be available for store credit only.
Merchandise Return/Cancellation Policy
If for any reason you are not 100% satisfied with your purchase you must contact our store within 5 days of the receipt of goods. After 5 days authorization will be required and a 20% restocking fee will apply. Merchandise should be returned in the original packaging and in new, saleable condition. If merchandise is not returned in the original packaging a re-boxing fee will be charged. Sana’s Urban Design will refund or offer store credit for the original amount of the purchase minus any assembly and/or delivery/pick up fees. Returns and cancellations will not be accepted for special orders, closeouts, floor models, and clearance items.
It is the customer's responsibility and their expense to return item(s) to the original stocking location within 5 days of the original delivery/pick up date. Sana’s Urban Design can arrange to have these items picked up at your request for a fee equivalent to an original delivery fee.
Delays in production and shipping may occur. THE SHIPPING TIMES WE QUOTE ARE ONLY ESTIMATED AND NOT GUARANTEED. Delays in production and shipping can not be treated as a reason to cancel or charge back the order with no exceptions. If a delay occurs, do not panic. We will work hard to get your purchase to you, but please keep in mind that we work with high-ticket and large items, which come from all over the world. In most cases, delays occur during busy seasons, holidays, due to production delays, or other factors not in our control.
Color, texture, and graining variations can occur in natural products like leather, wood and stone. These are not normally considered imperfections. For leather products all colors other than Black & White are bound to have variations in every production line. Color representations on computer terminals and screens can be different based on settings and various display technologies. You agree that you cannot dispute the finish, or color or texture or any other physical attribute after taking delivery of a product.
Refunds
All cash payments will be refunded by check within 10 days from the date of cancellation or return. Refund checks will be mailed directly to you from our office.
Thank you for shopping at Sana’s Urban Design!
We want you to feel confident about your purchase at Sana’s Urban Design so please contact our Customer Service department with any problems relating to damaged or defective items or with any delivery service issues. If you have any questions regarding your pending order (status, delivery scheduling, payments) please contact us at any time.
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