Customer Care
Returns and Warranty |
RETURN RULES & RESTRICTIONSWe guarantee all merchandise sold by builtny.com. If you are not completely satisfied with your purchase, you may return your item(s) within 30 days of purchase for a replacement or refund. In order to receive a refund, all products must be must be returned in the condition in which they were received, unused and undamaged, in original boxes (whenever possible), and with all accessories to ensure a full credit. We reserve the right to refuse a refund request if it does not comply with this policy. If original packaging is not available, pack the items in a sturdy, hard-sided box—padded envelopes are not acceptable as products can be damaged during shipping. If you wish to return an item, please contact our customer service department at customercare@builtny.com or 212-227-2044 x100 for a return authorization number and return address. When shipping a return, the return authorization number must be clearly written on the outside of your package so that it is properly processed at our warehouse. Not doing so may result in a delay in your refund. You have 30 days from the receipt of your return authorization number to return your purchase to the BUILT warehouse. Shipping and handling costs are non-refundable unless the return is due to BUILT’s manufacturing or shipping error. In that case, please refer to the “damaged or defective items” section below. You can expect a refund on the same credit card originally used for purchase within 7–10 business days of our receiving your returned product(s). Your refund will include the cost of the item(s), plus any applicable sales tax. RETURN INSTRUCTIONSThe packing slip in your package will contain detailed instructions for returning an item. Please note: items purchased at a retail shop, department store, or specialty store may not be returned to our online store. Here are the basic steps:
CREDITYou can expect a refund on the credit card used for your original purchase within 7–10 days of our receiving your returned product(s). Your refund will include the cost of the item(s), plus any applicable sales tax. You will only be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part. LIMITED WARRANTY TERMSBUILT products are warranted against defects in materials or workmanship for a period of one (1) year from the date of original purchase through builtny.com or an authorized BUILT reseller. The warranty provides a replacement product (or functionally equivalent product) for up to one year from the original date of purchase of a damaged or defective product from builtny.com or an authorized reseller. The warranty applies only to the normal use of a product in accordance with any written use instructions provided with the product or available at builtny.com. The warranty does not cover product damages that may have resulted from normal wear and it does not apply to damage caused by accident, abuse, misuse, or modification of the product. The warranty does not cover damage to device(s) or property as a result of the use of any BUILT product. The warranty does not apply to BUILT products that are not in new condition or any non-BUILT product, even if packaged or sold with the product. Product replacements are only covered by the warranty of initial purchase and do not extend the length of warranty. If there is any problem with a warranty replacement, the customer must return the replacement to BUILT to receive an additional replacement. To make a claim against this policy, customers must do one of the following:
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