Refund policy
RETURNS, CANCELLATIONS & EXCHANGES
CAN I CANCEL OR CHANGE MY ORDER?
We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
All Metal Art items are final sale due to its a custom made product and our warehouse won't be able to resell the item to other customers.
Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.
MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate your complaint and make it right. Contact us at support@RoosterBerry.com.
Our support team will review your claim for the damaged, or defective, or whether the wrong item was shipped per your order. Providing a photo of the item at the time of receipt will help to expedite this process.
If we find that the mistake was ours, or that your order was damaged upon receipt. We'll authorize a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING:
This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look. This allows our sellers to create many different products with their artwork, without needing to make & photograph thousands of products a day.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID. We'll be glad to help!
RETURNS & REMAKES:
We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of remaking it, please contact our support team for assistance, explaining your reasons for wanting to remaking it. We offer a 14 day remake policy from date of purchase.
To be eligible for a return/remake, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return/remake, you can contact us at support@RoosterBerry.com. Please note that you will be instructed by customer service what to do with your items. If a 'return' is approved, then it will need to be sent to the following address: 977 Seminole Trail #269, Charlottesville, VA 22901. Items sent back to us without first requesting a return will not be accepted.
If your "remake" is approved, customer service will contact regarding the specific customization of your remake order.
PLEASE NOTE: You may be asked to pay a 10% restocking fee for items - once approved.
You can always contact us for any return question at support@RoosterBerry.com.
EXCEPTIONS / NON-RETURNABLE ITEMS:
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
EUROPEAN UNION 14-DAY COOLING OFF PERIOD:
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
HOW TO INITIATE A REFUND:
To initiate a refund, please contact our customer service department (phone: 1(804)424-1370, OR email: support@roosterberry.com). We will help arrange for the item to be returned to our premises for inspection. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
Once approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.
NOTE: If more than 15 business days have passed since receiving your item (and need help with an issue), please contact us at support@RoosterBerry.com.
