Your satisfaction is our number one goal. At Innovations, we want you to be 100% satisfied with your purchase. Our goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come. On the occasion that you receive a product that you just don’t like or that doesn’t match your decor, our experienced customer service staff is just a phone call away and will guide you through our easy return policy.
Note: Customers who place orders online are responsible for the accuracy of their product selection. Customers who place orders by phone or in-store must review their receipt for accuracy within 24 hours. If your product arrived damaged or defective, please see the Damaged & Defective Goods Policy below.
Return Process
To ensure a successful return and timely credit, please follow these steps:
Acquire Authorization: Call online sales at (914) 734-8076. We will email you a Return Goods Authorization (RGA) number and specific instructions.
Good Packaging: Re-pack products in the original box with original packaging material.
Proper Labeling: Use the return label provided. Write the RGA# exactly as instructed. Do not write directly on the box, as it must remain in like-new condition.
Ship & Insure: Ship to the warehouse address provided using a carrier that offers tracking and signature confirmation (e.g., UPS or FedEx). Do not ship via USPS, as they do not provide the necessary guarantees.
Tracking Number: Retain your tracking number and email it to your store associate. This speeds up the process and allows us to expedite your credit if it hasn’t appeared within 14 days of delivery.
Important Timelines:
You have 7 days to return the product from the date we receive manufacturer approval. After 7 days, the RGA expires.
If a return arrives damaged at the warehouse, we will notify you and hold it for 15 days. It is the customer’s responsibility to file a claim with the shipping carrier.
Refunds Once the item is verified to be in original condition with all contents, the refund process begins. Refunds will be issued via the original payment method (or check), less restocking and freight charges. Check refunds are typically issued within 14 business days.
Items Not Eligible for Returns/Credit
Special purchases (clearance items, inventory sales, etc.).
Any item that has been assembled, installed, modified, or used.
Items not in resalable condition or missing original packaging.
Items without a valid RGA#.
Large Orders: Orders of 6+ of a single item or totals over $1,000. (We suggest ordering a sample first).
Light bulbs, parts, and shades.
Shipping and handling charges.
Damaged & Defective Goods Policy
We will work to resolve issues with damaged or defective goods at no expense to you, provided you perform a detailed inspection immediately upon delivery.
Small Package Deliveries (UPS/FedEx) Do not refuse the package. Contact us immediately. Damages must be reported within 7 days (preferably within two business days) to ensure a successful claim and replacement.
Large Package Deliveries (Freight) Immediate inspection is vital.
Notation: You must note any damage on the bill of lading/receipt when you sign for delivery.
Refusal: If the product is significantly damaged, you may refuse delivery. Notify us immediately so we can send a replacement.
Note: If you prefer a refund instead of a replacement for a damaged item, the “Standard Return Policy” applies, including restocking fees and shipping deductions.
Cancellation Request
To cancel an order that has not yet shipped, call us directly at (914) 734-8076.
Confirmation: You will receive an email acknowledging the request, followed by a second email confirming if the cancellation was successful.
Shipped Orders: Once an order has shipped, it cannot be cancelled or rerouted. You must follow the Standard Return Policy.
Refusals: Do not refuse delivery of non-damaged goods; this results in a 50% restocking fee and potential loss of the product.
Items on Backorder Before cancelling due to a backorder, call us to verify the date. Manufacturers occasionally update shipping statuses unexpectedly. Because cancellations are time-sensitive, please speak to an associate directly rather than leaving a voicemail or email.
