Return & Refund Policy

This Return & Refund Policy applies to purchases made from Starwood Int., Inc., doing business as SI Supplies (“SI Supplies,” “Starwood,” “we,” “us,” or “our”).

This policy applies to purchases made through our website, telephone, email, sales representatives, purchase orders, work orders, or other authorized ordering methods.

1. Return Authorization Required

All returns require prior written authorization from SI Supplies.

Customers must contact SI Supplies before returning merchandise.

Do not ship merchandise back to us without receiving return authorization and return instructions.

Unauthorized returns may be refused or returned to the customer at the customer's expense, to the extent permitted by applicable law.

2. Return Request Period

Unless a different period is stated in a written quote, invoice, product-specific policy, or applicable law, customers must request a return authorization within 30 calendar days of delivery.

The return period begins when the merchandise is delivered to the shipping address provided with the order.

Requests received after the applicable return period may be denied unless the return is required because of a product defect, shipping error, warranty obligation, or applicable law.

3. Eligible Returns

To be eligible for a standard return, merchandise must generally:

  • Be unused;
  • Be in new and resalable condition;
  • Be complete and include all original components;
  • Include original packaging and documentation where applicable;
  • Not have been altered, modified, installed, assembled, cut, marked, damaged, or otherwise used; and
  • Be returned within the applicable return period.

SI Supplies reserves the right to inspect returned merchandise before approving a refund or credit.

4. Non-Returnable Products

The following products may not be eligible for return, except where required by applicable law:

  • Custom-made products;
  • Made-to-order products;
  • Special-order products;
  • Products manufactured or modified to customer specifications;
  • Cut-to-size products;
  • Personalized products;
  • Products that have been installed, assembled, altered, or modified;
  • Used products;
  • Damaged products not caused by shipping or a covered defect;
  • Discontinued products;
  • Clearance or final-sale products;
  • Products specifically identified as non-returnable at the time of sale; and
  • Products that cannot reasonably be returned to inventory in new and resalable condition.

Any non-returnable status disclosed in a quote, order confirmation, invoice, or other transaction documentation will apply to that order, subject to applicable law.

5. Custom and Special-Order Products

Because custom and special-order products are purchased, manufactured, configured, or modified specifically for a customer, they are generally non-returnable and non-refundable once production, procurement, or customization has begun, except where required by applicable law or expressly agreed to in writing.

Customers are responsible for reviewing and approving specifications before production or procurement.

This includes, where applicable:

  • Dimensions;
  • Colors;
  • Finishes;
  • Materials;
  • Quantities;
  • Configurations;
  • Custom cuts;
  • Special manufacturing;
  • Special packaging; and
  • Other customer-specific requirements.

6. Incorrect, Defective or Damaged Merchandise

If you receive merchandise that is damaged, defective, incorrect, or materially different from what you ordered, contact SI Supplies as soon as reasonably possible.

Please provide:

  • Order or invoice number;
  • Description of the issue;
  • Photographs of the merchandise;
  • Photographs of packaging when applicable; and
  • Any other information reasonably requested by SI Supplies.

Do not dispose of damaged merchandise or packaging until SI Supplies has had a reasonable opportunity to investigate the claim.

If SI Supplies determines that merchandise was damaged in transit, incorrectly shipped, or covered by an applicable warranty or other legal obligation, we will determine the appropriate remedy, which may include replacement, repair, credit, or refund as appropriate.

7. Shipping Damage

Customers should inspect shipments promptly after delivery.

Visible damage should be documented and reported promptly.

Customers should retain the shipping container, packaging, labels, and damaged merchandise until the carrier or SI Supplies has completed any required inspection.

SI Supplies may assist with carrier claims where appropriate.

Nothing in this section limits rights or remedies that cannot legally be waived.

8. Customer-Requested Returns

For returns requested because a customer changed their mind, ordered the wrong item, ordered the wrong quantity, or no longer needs the product, the return must meet the requirements of this policy.

The customer may be responsible for:

  • Original shipping charges;
  • Return shipping charges;
  • Freight charges;
  • Restocking charges;
  • Special handling charges; and
  • Other non-refundable costs associated with the return.

Any applicable restocking fee will be disclosed to the customer before the return is finalized when reasonably practicable.

9. Restocking Fees

Approved standard returns may be subject to a restocking fee of up to 30%, depending on the product and circumstances of the return.

Custom, special-order, made-to-order, or otherwise non-returnable products may be subject to different cancellation or return terms stated in the applicable quote or order documentation.

No restocking fee will be applied where prohibited by applicable law.

10. Return Shipping

Unless the merchandise is defective, damaged in transit, incorrectly shipped by SI Supplies, or otherwise subject to a return obligation imposed by applicable law, the customer is generally responsible for return shipping costs.

Returned merchandise should be packaged securely to prevent damage during transportation.

The customer may be responsible for damage occurring during return shipment when the customer arranged the return transportation.

11. Refunds and Credits

Once an approved return is received and inspected, SI Supplies will determine whether the merchandise qualifies for a refund or credit.

Approved refunds will generally be issued to the original payment method unless otherwise required by law or agreed to in writing.

Refund amounts may be reduced by applicable shipping charges, restocking fees, handling charges, or other amounts permitted by this policy and applicable law.

SI Supplies is not responsible for delays caused by a customer's bank, credit-card issuer, payment processor, or other financial institution after the refund has been processed.

12. Refund Timing for Legally Required Cancellations; Custom Orders

Nothing in this Return & Refund Policy is intended to limit, waive, or exclude any cancellation, refund, or other rights that cannot legally be limited, waived, or excluded under applicable federal or state law.

Custom, Made-to-Order, and Special-Order Merchandise or Product. Because custom, personalized, made-to-order, or special-order merchandise is produced specifically for the customer and may involve materials, labor, fabrication, or other costs incurred specifically for that order, such orders are non-cancellable and non-refundable once production or procurement has begun, except where cancellation or a refund is required by applicable law or expressly approved by SI Supplies in writing.

A delay in the production, procurement, fabrication, or shipment of a custom, made-to-order, or special-order item does not, by itself, give the customer a right to cancel the order or receive a refund, to the maximum extent permitted by applicable law. SI Supplies may provide updated estimated production or shipping dates when delays occur, but estimated or anticipated delivery dates are not guaranteed unless expressly agreed to in writing.

For orders subject to the FTC Mail, Internet, or Telephone Order Merchandise Rule or other applicable laws governing delayed shipments, SI Supplies will provide any notices, cancellation rights, and refunds required by applicable law. Where applicable law permits SI Supplies to obtain the customer's consent to a revised shipping date rather than cancel the order, SI Supplies may provide that option.

If a refund is legally required, SI Supplies will issue the refund within the timeframe required by applicable law. Nothing in this Section creates a right to cancel or obtain a refund for a custom, made-to-order, or special-order item beyond rights provided by applicable law.

 

13. Order Cancellations

Cancellation requests should be submitted as soon as possible.

An order may not be cancellable once it has:

  • Shipped;
  • Been specially ordered;
  • Entered production;
  • Been custom manufactured;
  • Been cut or modified;
  • Been prepared for shipment; or
  • Otherwise incurred non-recoverable costs.

If an order can no longer be cancelled, the customer may be responsible for applicable costs associated with the order.

Custom and special-order cancellations are subject to the terms disclosed in the applicable quote or order documentation and applicable law.

14. Exchanges

Exchanges are not guaranteed and are subject to product availability and approval.

Where an exchange is approved, the customer may be responsible for applicable shipping, freight, restocking, handling, or price differences.

15. Manufacturer Warranties

Some products are covered by manufacturer warranties.

Manufacturer warranties are subject to the manufacturer's applicable terms, conditions, exclusions, and claim procedures.

Where appropriate, SI Supplies may assist customers with submitting a warranty claim.

This policy does not replace or reduce any manufacturer's warranty rights or any rights that cannot legally be waived.

16. Clearance and Final-Sale Products

Products identified as final sale, clearance, or non-returnable at the time of purchase are generally not eligible for return or refund unless required by applicable law or otherwise agreed in writing.

17. Refused or Undeliverable Shipments

If a customer refuses delivery or provides incorrect or incomplete shipping information resulting in a returned or undeliverable shipment, the customer may be responsible for applicable shipping, freight, return, storage, handling, and other carrier charges to the extent permitted by law.

This provision does not apply where the shipment was refused because of damage, a material shipping error by SI Supplies, or another circumstance for which the customer is not responsible.

18. Claims for Missing Items or Shortages

Customers should promptly report missing items, shortages, or discrepancies between the order and shipment.

Claims should include the order or invoice number and sufficient information to allow SI Supplies to investigate.

Nothing in this section eliminates any claim period or remedy that cannot legally be waived.

19. No Unauthorized Deductions

Customers with approved credit or Net Terms accounts may not deduct return amounts, credits, freight charges, shortages, or other amounts from an outstanding invoice without written authorization from SI Supplies, except where such deduction is expressly permitted by applicable law or a separate written agreement.

Unauthorized deductions may be treated as unpaid balances.

20. Policy Exceptions

SI Supplies may approve an exception to this policy at its discretion.

An exception on one order does not create a continuing obligation or modify this policy for future orders.

Any exception should be confirmed in writing by an authorized SI Supplies representative.

21. Applicable Law

This policy is subject to applicable federal and state law.

Nothing in this policy is intended to waive, restrict, or eliminate any consumer protection, warranty, refund, cancellation, or other legal right that cannot lawfully be waived.

22. Contact Information

Starwood Int., Inc. d/b/a SI Supplies
P.O. Box 1234
Crowley, Texas 76036
United States

Phone: 817-489-5102

For return authorization or questions regarding this policy, please contact SI Supplies before shipping merchandise back.