Returns Policy

Returns Policy

If you need to return a product or want a refund, we'll make it as hassle-free as possible. Please read the information below to help you understand our policies and start the process. Our Customer Care Team is available to help you with any questions by phone or chat.

Returns Eligibility

You may return eligible products, for whatever reason, up to 30 days from the date of delivery. Eligible products must be in new condition, unused, and in the original packaging to qualify for a refund.

Products that are not eligible to be returned include:

  • Clearance items
  • All custom-order products
  • Products that have been modified in any way
  • Products sold as "non-returnable" as clearly indicated on that item product page

Please contact our Customer Support Team at 888-823-1448 if you need to return an item. They'll issue you a Return Merchandise Authorization (RMA) number for you to include with your returned package(s). Any unauthorized returns will not be accepted and will result in you being responsible for the cost of the reshipment. To ensure a smooth return process, please inform us of any issues you may have with the order before returning it. This will allow us to file a claim with the shipping service and set up a pick-up from your location, as per our standard procedure.

Refund Information

You can expect your refund within 4 weeks from the date you return your product. In most cases, you will receive a refund sooner, but we estimate 4 weeks due to the time required for return shipping (up to 14 days), product inspection at our return facility (up to 5 business days), and processing from your bank or credit card company (up to 5 business days).

Credits can only be issued back to the original payment source, or in the form of store credit. Once your return is processed, we will send you an email confirming your refund.

The amount of your refund will equal the merchandise selling price you paid, less the return shipping cost, and if applicable, a restocking fee. All shipping and handling charges paid to deliver the product to you at the time of purchase will not be refunded. This includes White Glove Delivery and any other delivery amounts included in your order.

If your return is a result of an Elite Theater Seating error or a defective product, we will refund the total cost of the merchandise and the original shipping charges.

 

Cancellation Policy

Canceling or Modifying Orders on Standard Items

Orders can be canceled within 48hrs hours of placing the order and are subject to a $20 administration fee, whether or not your order has shipped.  If your order has shipped, you (the buyer) will also be responsible for return shipping charges. We cannot accept order cancellations on any standard items past 48 hours after order placement. 

Canceling or Modifying Orders on Custom Items

Custom Order products where the manufacturer has not begun production can be modified or canceled within 24 hours at no charge. If production has started, then it cannot be canceled or modified under any circumstance, except as described below.

We can attempt to contact the manufacturer directly and ask if they would accept a cancellation or modification for a fee, however, this is at the sole discretion of the manufacturer and we cannot guarantee they will accept this. If they do accept this, then we will advise you of this additional fee and charge it to your account if you agree to proceed with this option.

 

Damage Policy

Inspect Your Products

At the time of delivery, the carrier will provide you with a Bill of Lading (BOL) and/or Delivery Receipt for you to sign. It is important for you to thoroughly inspect your shipment before signing.

Please ensure to visually inspect both, the inside and outside of the boxes and make all notations on the paperwork. Each carrier uses its standard forms, so ensure to fill out the proper spaces provided.

Documentation

If you've found damage during your inspection, all damage and defects MUST be noted on all copies of the BOL and Delivery Receipt. This is necessary for us to file a claim with the carrier and to assist you with a return, replacement, or repair. It is highly recommended to take photos of any damages for claim purposes.

If the driver pressures you to rush, write "subject to inspection" next to your signature on the Delivery Receipt and BOL.

Please Note: We must be notified within 1 Business Day of the delivery to process a claim as the shipping carriers will deny all claims past this required timeframe.

Delivery Acceptance

If you see obvious damage to your order’s shipping box or packaging, please ask the driver to open the carton and inspect the contents with you. If you find damage write, "Damaged on Delivery" on the BOL and/or Delivery Receipt.

We highly recommend you accept delivery even if the packaging shows slight damage, as the product may be intact. We will issue a full refund for the product if it is damaged, defective, or incorrect and we determine that the issue cannot be resolved with replacement parts or exchange.

Keep a copy of the BOL and Delivery Receipt with your notes regarding the damage and contact our Customer Support Team at 888-823-1448.

Please note that Elite Theater Seating will not be held responsible for any in-home damages to floors, walls, or any other property issues caused by a delivery agent. If this damage does occur, please ensure to note this on the BOL and/or Delivery Receipt.

WHEN SIGNING FOR YOUR DELIVERY WITHOUT NOTATING ANY PROBLEMS OR ISSUES WITH YOUR ORDER ON THE DELIVERY PAPERWORK, YOU CONFIRM YOUR ITEM WAS DELIVERED TO YOU AS INTENDED AND WITH NO DAMAGE OR DEFECT.

 Damaged Product

If you discover damage or a defect after delivery, contact our Customer Support Team at 888-823-1448. We will work to resolve the issue and, in our sole discretion, we may:

  • Authorize a return
  • Issue a replacement
  • Arrange a repair or replacement if an item falls under a manufacturer's warranty based on the manufacturer's approval
  • Arrange a repair and cover costs for an item that does not fall under a manufacturer's warranty

Please Note: We must be notified within 1 Business Day of the delivery to process a claim, as the shipping carriers will deny all claims past this required timeframe.

If you received an incorrect item (an item that is not what is detailed on your sales invoice), contact our Customer Support Team immediately at 888-823-1448.