At DISTANTMOUNTAINWHISPERS, we are dedicated to delivering high-quality, custom design and construction services. Due to the personalized and project-specific nature of our work, returns and exchanges are handled on a case-by-case basis, with fairness and transparency as our guiding principles.
This policy applies to any physical products we may offer (e.g., material samples, merchandise) and clarifies our stance on refunds, exchanges, and cancellations for both products and services.
2. Custom Design and Construction Services
Non-Refundable Services
Due to the customized nature of architectural, design, and construction services, all service fees are non-refundable once work has commenced. This includes:
- Design consultations
- Drafting and architectural plans
- Permitting support
- Project management
- Construction work
Change Requests
We understand that adjustments may be needed. Clients may request changes during the design or construction phase. These will be accommodated where possible, and may incur additional costs depending on the nature and timing of the changes.
3. Physical Products and Materials
If we provide any physical items such as:
- Sample materials (wood, stone, finishes)
- Branded merchandise
- Design books or printed materials
the following return and exchange terms apply.
Eligibility for Return or Exchange
You may request a return or exchange of eligible items within 14 days of delivery, provided that:
- The item is unused, undamaged, and in its original packaging
- Proof of purchase is provided
- The item was not customized or made-to-order
Non-Returnable Items
- Custom or made-to-order products
- Used or damaged items not due to our error
- Digital downloads or design files
Return Process
To initiate a return or exchange, please contact us at [email protected] with the following information:
- Your name and contact details
- Order or invoice number
- Reason for return
- Photos of the item (if damaged)
We will review your request and provide instructions for return if eligible.
Shipping Costs
- The client is responsible for return shipping costs, unless the item was received damaged or incorrect.
- We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
4. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please notify us within 5 business days of delivery. We will offer a replacement, exchange, or full refund as appropriate, at no additional cost to you.
5. Cancellations
Service Cancellations
Clients may cancel service agreements under the terms specified in their individual contract. In general:
- Deposits are non-refundable once work begins
- Any completed work up to the cancellation date will be billed
- Material purchases made on your behalf may be non-refundable
Product Order Cancellations
If you wish to cancel a product order, please contact us as soon as possible. If the item has not yet shipped, we may be able to cancel and refund your order in full.
6. Refund Processing
Approved refunds will be processed to the original method of payment within 7โ10 business days. We will notify you once your refund has been issued.
7. Contact Us
For all return, exchange, or cancellation inquiries, please contact:
๐ง Email: [email protected]