Terms of service

 Order Cancellation

An order may be cancelled by written notice to the Company within 12 hours from being placed through the Site without any penalty (with the exception of orders placed using American Express) or cost to you unless the order has already shipped and if so will be subjected to the conditions below.  An order cancelled after 24 hours from being placed shall be subjected to the Company’s return policy, as described below. Once an order has shipped it can not be canceled without a 25% restock charge as well as all associated shipping costs.  Any purchase made with American Express and then cancelled prior to shipping will be refunded the total amount LESS a 5% fee that American Express charges us regardless of whether the order has shipped or not.

If an item sold on our website is a Special Order there will be no refunds, returns or exchanges after the order is placed.  The Alcove will email the customer notifying if the order that they placed is indeed a Special Order prior to them placing the order with the factory.  If the customer decides they do not want the Special Order they will notify The Alcove in writing before the order has been placed at the factory.

 

Return Policy

The Company will not accept return of any goods unless prior written approval has been given.  Under no circumstances will we accept returned merchandise if it is not in its original package and in resalable condition and must be within 14 days from the date of purchase or 7 days from the date the product was delivered to you, whichever is later.  No returns will be accepted on any special order or non-stock items.

The following additional conditions and stipulations apply to all returned items:

  • You will send written notification to the Company which shall be dated and include a list of the items to be returned and their respective item codes, Return Merchandise Authorization Number (obtained from the Company), the date the shipment was received, the Invoice Number under which the shipment was delivered and the reason for the return.
  • You, the Buyer, shall package the material back in the way it was received.  If returning by  LTL carrier, the items must be securely packaged on the pallets/crates that they came in and then shrunk wrapped with plastic.
  • You will receive a refund for the returned material within 30 days from receipt of such items by the Company less a restocking fee in an amount equaling 25% of the price paid for each returned item plus shipping cost back to us.Also, the original shipping charges will not be refunded.
  • You, the Buyer, shall bear all of the costs associated with shipping the returned material back to the Company.
  • No claims will be accepted on any material that is installed.
  • No refunds or exchanges will be accepted on any items that are Special Ordered.
  • We will not accept returns on any sample orders, decorative tiles, bullnose or trim tiles, grout or setting materials.