In the event of a return, our Return Policy is as described below:

1. Products are not eligible for returns more than 15 days after the order has been delivered. During this period, the customer may return the product(s) for any reason for a partial refund (excluding products described as non-returnable). A 25% restocking fee is applied to all returns barring incorrect, or defective products. Full refunds are given only on incorrect or defective products. Damaged products are not considered defective, and Sarona Design, Inc. is not liable for products ordered in error by the customer. Sarona Design, Inc. shall, at its sole discretion, determine whether a product is incorrect, defective, or otherwise eligible for return.

2. If a product is damaged in transit, please call (718) 446-2350, or email (support@sarona.com) Sarona Design, Inc. IMMEDIATELY. No claim will be paid unless signed for as “damaged” at time of delivery. If products arrive damaged, do not attempt a repair if you are planning on replacing it. Any attempted repairs will nullify return eligibility. For our procedure on returning damaged products, please read our Shipping Policy.

3. Before requesting a Return Merchandise Authorization (RMA), pictures must be provided to evaluate the product in question. The customer may request an RMA by calling (718) 446-2350 or sending an email to support@sarona.com. An RMA confirmation will be emailed to you once eligibility has been determined. Sarona Design, Inc. will need to asses and evaluate the reason for return and, if acceptable, send you a valid RMA number. Eligible items must be prepared for return shipment within 5 days of issuing an RMA number so that a timely pickup can be scheduled. The RMA number must be written clearly on the outside of the package. All returns must be authorized and approved by Sarona Design, Inc.

4. Shipping & handling fees are non-refundable, and the customer must return the product(s) at their own cost. Return shipping will be arranged by Sarona Design, Inc. but paid for by the customer. This is done so that, in case of a return, the customer will not have to pay a substantially larger rate to ship a product back to Sarona Design, Inc. than they originally paid to have it shipped to them. If an incorrect product has been shipped by mistake, we assume full responsibility for all shipping fees involved in returning the product to us and sending a replacement. The original amount charged for shipping & handling will not be refunded, but the customer will not be charged for shipment of the replacement. The correct product will be shipped once the incorrect one is returned.

5. Any product that is painted, altered, or modified during installation is non-returnable. This applies even if an incorrect product was sent to the customer. Products that are being returned must be in the same condition as they were when they were sent. Sarona Design, Inc. reserves the right to alter the refund amount if products have been damaged in transit, as well as to revoke refund eligibility completely if products are unrepairable or have been painted or modified in any way. If a product is damaged during a return, a refund will not be issued until a claim has been settled with the carrier (which can take up to 120 days). If the claim is denied due to insufficient packaging, the customer will not be eligible for a refund. Your refund will only be processed upon receipt of the item(s) in question in undamaged/unaltered condition.

6. Upon receipt of the returned merchandise, Sarona Design, Inc. will, at its sole discretion, determine whether the product in question is defective. If the return is not in the condition described by the customer, Sarona Design, Inc. reserves the right to void the return and refund. The product should be received in its original or comparable packaging, and include any hardware/accessories sent with the original shipment. Barring defective products, custom order items are not eligible for returns.

7. All returns are either exchanged for a replacement, store credit, or refund, and are subject to a 25% restocking fee on the purchase price, excluding shipping and handling charges. Sarona Design, Inc. shall have the right, at its sole discretion, to refuse any attempt at an exchange, refund, or credit in the event that the returned product is not as described by the customer.