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Return Policy
Orange County Box wants customers to be confident before installation. This policy explains when a product may be returned, what condition it must be in, who is responsible for return costs, and how custom or installed products are handled.
30-Day Return Window for Uninstalled Products
Standard, non-custom products may be returned within 30 days of delivery or customer pickup, as long as the product has not been installed, used, painted, altered, damaged, or assembled in a way that prevents resale as new.
Required Return Condition
To be eligible for return, the product must be in new, unused condition and in its original packaging, with all parts, hardware, instructions, inserts, and accessories included. Products returned used, incomplete, damaged, altered, missing packaging, or otherwise not in resalable condition may be refused or may qualify only for a partial refund, at our reasonable discretion.
Return Shipping and Return Costs
Unless the return is due to a confirmed manufacturer defect or an error caused by Orange County Box, the customer is responsible for all costs incurred to return the product to us. Orange County Box is not responsible for return shipping, transportation, packing materials, insurance, carrier fees, pickup fees, or any other expense related to sending or bringing the product back.
How to Start a Return
Please contact Orange County Box before returning any product. We may ask for the order information, photos, packaging details, and the reason for the return so we can confirm eligibility and provide return instructions. Products sent back without prior communication may be delayed or refused.
Refunds
Approved refunds are issued after the returned product is received and inspected. Original delivery, installation, service, labor, custom work, and other non-product charges are not refundable unless required by law or unless Orange County Box caused the issue. Refunds are normally issued back to the original payment method when possible.
Custom Art Boxes and Custom Orders
Custom Art Boxes, painted items, personalized items, special-order products, and products modified at the customer’s request are not returnable once custom work has begun, unless the product is defective or Orange County Box made a material error in the order. For painted Custom Art Boxes, cancellation or return requests must be made before painting begins. Once paint, artwork, personalization, or custom modification has started, the order is considered custom work in progress and is not eligible for standard return.
Installed Products
Installed products are not eligible for return simply because they have already been used in an installation. Once a product is installed, dug in, mounted, assembled for use, attached to a post, attached to hardware, or otherwise placed into service, it is considered installed. Installed products may only be eligible for replacement, repair, or other remedy if there is a confirmed manufacturer defect, installation damage caused by Orange County Box, or another issue that we are legally required to address.
Manufacturer Defects
If a manufacturer defect is reported, Orange County Box may request photos, product details, and inspection before approving a remedy. If a manufacturer defect is confirmed, we will work with the customer to provide an appropriate solution, which may include replacement, repair, store credit, or assistance with the manufacturer’s warranty process, depending on the product and situation.
Installation Damage
If Orange County Box damages a product during installation, we will make it right by repairing or replacing the affected product, or by providing another reasonable solution. This does not apply to damage caused by the customer, third parties, weather, vehicles, animals, vandalism, misuse, improper placement requested by the customer, or conditions outside our control.
Customer Damage, Ordering Errors, and Change of Mind
Customer-caused damage, ordering mistakes, incorrect measurements, color or style changes, change-of-mind returns after the return window, and damage after delivery or installation are not covered as defects. We will still try to help where reasonable, but those situations may involve additional product, delivery, or service charges.
Exchanges
Exchanges may be available for eligible uninstalled products within the 30-day return window, subject to product availability and inspection. Price differences, delivery charges, and any additional service or installation charges are the customer’s responsibility unless the exchange is due to an Orange County Box error.
Legal Rights
This policy is intended to explain Orange County Box’s standard return practices. It does not limit any non-waivable rights a customer may have under applicable law.