RST Refund and Returns Policy
At RST, we provide premium designer lighting and contract-grade furniture tailored for high-end hospitality, commercial, and residential projects. Our inventory involves specialized logistics, fragile components, and significant handling costs. To maintain the highest standards of quality and safety, we adhere to a strict return protocol.
By completing a purchase at www.rsthq.com, you acknowledge and agree to the following terms and conditions.
1. Return Eligibility and Notification Window
To ensure product integrity, we do not accept returns on items that have been stored at job sites or in uncontrolled environments for extended periods.
- 7-Day Formal Notification: All return requests must be formally submitted in writing within 7 calendar days of the recorded delivery date. Requests made after this window will not be honored.
- Mandatory Return Authorization (RA): No physical shipments will be accepted at our facilities without a pre-approved RA number. Shipments arriving without an RA number will be refused at the dock and returned to the sender at their expense.
- “As-New” Requirement: Merchandise must be in its original, unopened factory packaging, including all internal protective padding, hardware kits, and documentation.
- Usage Disqualifiers: Any item that has been wired, mounted, modified, or utilized in a commercial or residential setting is strictly ineligible for return.
2. Clearance and Sale Items (Final Sale)
To provide competitive pricing on our gallery and overstock collections, the following rules apply:
- Strict No-Return Policy: All items purchased on “Sale,” “Clearance,” or marked as “Final Sale,” “Open Box,” or “Ex-Display” are strictly ineligible for return, exchange, or store credit.
- As-Is Condition: These items are sold in “as-is” condition. We strongly recommend reviewing all product specifications and photos carefully before purchasing.
- Defect Exception: The only exception to this rule is if a clearance item arrives with a functional manufacturing defect not previously disclosed, in which case the terms in Section 5 apply.
3. Restocking Fees and Financial Terms
Restocking fees cover the costs of specialized warehouse labor, multi-point quality inspections, and administrative processing.
- Standard Restocking Fee: A 20% restocking fee applies to all eligible returns of standard, non-project inventory.
- Non-Refundable Costs: Original outbound shipping charges, specialized handling fees (e.g., palletization), and white-glove delivery or assembly service costs are non-refundable.
- Return Logistics & Liability: The client is the “Shipper of Record” for all returns and bears full responsibility for return freight costs. We strictly require the use of a reputable carrier providing door-to-door tracking and full replacement value insurance. RST is not liable for items lost, stolen, or damaged during return transit.
4. Large-Volume Project Restrictions (5+ Units)
Orders involving quantities of five (5) or more units of the same SKU (e.g., pendants for a restaurant or chairs for a lobby) are classified as Project Orders.
- Final Sale Classification: Because these quantities are often pulled from specific batch runs to ensure finish and color consistency, Project Orders are generally non-returnable.
- Discretionary Approval: At our sole discretion, we may approve a return for a Project Order. If approved, a 35% restocking fee will apply to account for the impact on inventory levels and batch-matching logistics.
- Sample Requirement: We strongly advise B2B buyers to purchase a single “sample” unit prior to placing a Project Order. The return of a single sample unit is subject to the standard 20% fee, but the subsequent Project Order remains final sale once placed.
5. Non-Returnable and Bespoke Exclusions
- Custom & Bespoke Orders: Furniture or lighting manufactured to specific client specifications (e.g., custom finishes, modified drop lengths, or Customer’s Own Material/COM upholstery) cannot be returned or canceled once production has commenced.
- Safety & Liability: Any electrical fixture that has been connected to a power source is non-returnable due to safety protocols and the inability to guarantee internal component integrity.
6. Damaged, Defective, or Incorrect Merchandise
If an item arrives with a manufacturing defect or transit damage, the restocking fee is waived.
- 7-Day Reporting Protocol: Damage must be reported within 7 calendar days of receipt. Failure to report within this window constitutes full acceptance of the goods as-is.
- Required Evidence: Clients must provide high-resolution photos/videos of the damaged area, the original shipping carton (external), and the shipping label.
- Resolution: RST reserves the right to provide replacement components, a full exchange, or a professional repair. If a functional replacement is unavailable, a full refund (including original shipping) will be issued.
7. Order Cancellations
- 3-Hour Grace Period: Orders may be canceled for a full refund within 3 hours of placement.
- Post-Processing: Requests made after 3 hours but prior to shipment incur a 5% administrative fee.
- In-Transit: Once an order has left our facility, it cannot be canceled and must be processed as a standard return (subject to the 20% restocking fee).
Frequently Asked Questions (FAQs)
How do I initiate a return? Please contact our support team with your Order Number to request a Return Authorization (RA) number.
What happens if my return arrives damaged at your warehouse? If we receive a return that is damaged, we will notify you with photos. No refund will be issued, and you must file a claim with your carrier to recover the value.
When will I receive my refund? Once the item is received and passes our quality control inspection (3–5 business days), refunds are processed to the original payment method within 7–10 business days.
