At East Chateau, our primary objective is to provide you with a positive experience each and every time you shop with us. We understand that shopping online can be a challenge. Actual product colors can vary due to computer monitor displaying colors differently. To help you in making an informed purchasing decision we have tried to include manufacturer product dimensions (when available), as well as a thorough product description and photographs. We also include information regarding the color and texture, where applicable.
Our Return Policy is designed to give you confidence that we stand behind our products, and truly want our customers to be happy with them. If you are not satisfied with your products, we will do our best to make your return as easy as possible. Please be sure to review this return policy carefully before making a purchase.
PRODUCT QUESTIONS? CONTACT US.
If you ever have questions when selecting a product, we are here to help. If we don’t have an answer, we will contact our suppliers, manufacturers and artisans to get the answer for you. Please contact us in one of the following ways - If we receive your question after hours, or on the weekend, a team member will respond the next business morning.
Direct Email: firstname.lastname@example.org
If you're not satisfied with an item that you purchased from East Chateau, you may return it within 15 days after delivery for a refund, unless otherwise noted on the Returns & Shipping tab on the individual product page. For an item to be eligible for return, it must be unopened, unused, with tags, and in its original condition and packaging. Items that have been used or modified in any way cannot be returned.
ITEMS NOT ELIGIBLE FOR RETURN
Not every product on East Chateau is returnable. The following items may not be returned:
- Custom made to order products
- Clearance and final sale merchandise
- Original Artwork
- Products marked as "non-returnable" in the “Shipping & Returns” tab on the product page
To return any item that is damaged or defective, please see our Damaged Item Policy.
RETURNING A PRODUCT
To return a product, you first need to email us at email@example.com with your order number, the item you would like to return, and the reason for return. When applicable, we will respond with a Return Merchandise Authorization (RMA) number and instructions for returning the product.
Return requests must be made within 15 days of receiving the product(s), unless otherwise noted in the "Shipping & Returns" tab on the product page. Once you receive the RMA number from us, you will have 10 days to ship the product back to us. Please note: Items returned without an RMA number outside the 15 day return period, or outside the 10 day shipping period, will not be accepted and the items will be returned to you.
You will be responsible for return shipping costs (even if you use the return shipping label provided by East Chateau), except in instances where the product arrived to you damaged or defective. If you have any questions about processing your return, do not hesitate to contact us.
A refund will be issued once we have received your returned items. Any items that are damaged when we receive them are not eligible for a refund. Refunds will not include any return shipping or handling charges and may include a restocking fee of up to 20%. For information on defective or damaged item refunds, please see our Damaged Item Policy.
Refunds will be credited to the original form of payment used for the original transaction and will be in the amount of the product price minus return shipping costs and restocking fees. If we are unable to refund the original method of payment, East Chateau will issue you a store credit for the amount of the refund due to you, which may only be used for purchases on EastChateau.com.
Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers.
We do not accept exchanges, as items may sell out while the requested exchange is returned and processed. Once the return is processed, a refund will be credited to the original form of payment used for the original transaction.