Understanding the Plank and Beam return policy before you make a purchase can save you a lot of time and potential hassle. Whether you’re buying flooring, furniture, or decor, knowing the rules helps you shop with confidence. This guide breaks down everything you need to know in simple, clear terms.
We’ll cover the standard policy, exceptions, step-by-step return instructions, and tips for a smooth process. Our goal is to make sure you have all the information right at your fingertips.
Plank and Beam Return Policy
The core Plank and Beam return policy is designed to be customer-friendly, but it has specific conditions. Generally, most items can be returned within 30 days of delivery for a full refund to your original payment method. The items must be in new, unused, and resalable condition, with all original packaging and tags intact.
It’s crucial to start the return process within that 30-day window. The clock starts ticking from the day your order is delivered to your doorstep. Don’t wait until the last minute, as processing the request can take a little time.
Here are the key points of the standard policy:
* Return Window: 30 days from delivery date.
* Condition Requirement: Items must be new, unused, and in original packaging.
* Refund Method: Refunds are issued to the original form of payment.
* Return Shipping: Customers are typically responsible for return shipping costs, unless the return is due to a company error or defect.
* Proof of Purchase: You will need your order number or receipt.
Some items, however, cannot be returned due to their nature. We’ll go into those exceptions in detail next.
What Items Are Final Sale?
Not everything from Plank and Beam can be sent back. This is common for many retailers, especially those selling large or custom-made goods. Knowing these exceptions upfront prevents disappointment.
The most common final sale items include:
* Clearance or Sale Items: Products purchased at a final sale or deep discount price are often non-returnable. This is usually clearly marked at the point of sale.
* Custom or Made-to-Order Products: Any item that was customized for you, such as a specific cut of flooring or a furniture piece in a special-order fabric, is final sale.
* Opened Flooring or Tile Boxes: For materials like flooring, if the boxes have been opened or the product has been cut, it generally cannot be returned. This is because it can no longer be resold as new.
* Assembled Furniture: If you have fully assembled a furniture item, it may not be eligible for return. Partial assembly for inspection is usually okay, but check the specific guidelines.
* Gift Cards: These are non-returnable, as is standard.
* Damaged Items Due to Customer Mishandling: If an item is damaged after it has been delivered and accepted, it may not be covered.
Always double-check the product description before buying, as it will note if an item is final sale. When in doubt, contact customer service for clarification before placing your order.
Step-by-Step: How to Initiate a Return
If your item is eligible for return, following the correct steps ensures everything goes smoothly. Here is a simple numbered guide to the process.
1. Gather Your Information. Find your original order number and the email address used for the purchase. Have these ready.
2. Contact Customer Service. Visit the Plank and Beam website and navigate to the “Returns” or “Support” section. You will likely need to fill out an online return request form. Some companies also accept requests via email or phone.
3. Provide a Reason. You’ll be asked to select a reason for the return (e.g., changed mind, wrong size, defective item). Be honest and accurate, as this helps the company improve.
4. Receive Authorization. Once your request is approved, Plank and Beam will provide you with a Return Merchandise Authorization (RMA) number and instructions. Never ship an item back without this authorization, as your return may not be accepted.
5. Repackage the Item. Carefully pack the item in its original, undamaged packaging. Include all parts, manuals, and tags. Securely attach the provided return label if one is supplied.
6. Ship the Item. Drop off the package at the designated carrier (like FedEx or UPS). Be sure to get a tracking number and keep it for your records.
7. Wait for Processing. After the warehouse receives your return, it will be inspected. This process can take 5-10 business days. You will then receive a confirmation email about your refund.
Remember, the refund will appear on your credit card or original payment method statement. It can take an additional 3-10 business days for your bank to post it, so don’t be alarmed if it’s not immediate.
Understanding Restocking Fees and Return Shipping
A common point of confusion involves fees. Let’s clarify what you might expect to pay.
Return Shipping Costs:
In most cases for “changed mind” returns, the customer is responsible for the cost of shipping the item back to the warehouse. This fee is often deducted from your refund total, or you may pay the carrier directly when you drop off the package. If Plank and Beam provides a prepaid label, the cost of that label will be subtracted from your refund amount.
However, if the return is due to a mistake on the company’s part (like they sent the wrong item) or if the product is defective, they will usually cover all return shipping costs. You should not have to pay anything in these situations.
Restocking Fees:
Plank and Beam may charge a restocking fee for certain large or heavy items, like big furniture or bulk flooring orders. This fee, usually a percentage of the product price (e.g., 10-20%), covers the labor and logistics of processing the return and getting the item back into sellable condition.
Not all items incur this fee. The product page or return policy details should mention if a restocking fee applies. Always ask customer service if you’re unsure, so there are no supprises.
Special Considerations for Flooring Returns
Flooring is a major purchase with unique return challenges. The policy for Plank and Beam flooring is often stricter than for other items.
* Unopened Boxes Only: You can typically only return full, unopened boxes of flooring. Once a box is opened, the product is considered used and cannot be restocked.
* Quantity Limits: There may be a minimum or maximum quantity you can return. For instance, you might only be able to return unopened full cases, not individual planks from an opened box.
* Color and Batch Matching: Flooring is produced in batches, and color can vary slightly between batches. Returns are usually only accepted from the original batch, which is noted on the box.
Inspection is Key: Before installation, it’s recommended you open a few boxes from different cases to inspect for color consistency and any defects. Do this before you install anything. If there’s a problem, you can contact them right away.
Special Considerations for Furniture Returns
Furniture returns involve logistics due to size and weight.
* Assembly Status: As mentioned, fully assembled furniture is often non-returnable. You can assemble it partially to check stability and finish, but avoid final assembly if you’re unsure.
* White Glove Delivery Returns: If your furniture was delivered and installed by Plank and Beam’s team, the return process is different. You usually need to contact them to schedule a pickup, and there may be additional fees for this service.
* Original Packaging: Keeping the large, bulky original packaging for a big furniture item can be hard. But it’s often required for a return. If you dispose of it, you may void your return eligibility. Check the policy specifics.
What to Do About Damaged or Defective Items
If your Plank and Beam item arrives damaged or has a manufacturing defect, the process is different from a standard return. You should not initiate a normal return.
Here’s what to do instead:
1. Inspect Immediately: Inspect the shipment as soon as it arrives. Note any visible damage to the shipping box on the delivery receipt before you sign for it.
2. Document Everything: Take clear, well-lit photographs of the damage, both to the packaging and the product itself. This provides crucial evidence.
3. Contact Customer Service Promptly: Reach out to Plank and Beam support within 48 hours of delivery. Provide your order number, a description of the damage, and the photos you took.
4. Follow Their Instructions: They will guide you through the next steps, which may involve sending replacement parts, scheduling a pickup for the damaged item, or sending a whole new unit. They typically cover all costs associated with defective items.
Do not attempt to repair the item yourself, as this could void your warranty or right to a replacement.
Exchange Policy vs. Return Policy
Sometimes you don’t want a refund—you just want a different color or size. Plank and Beam’s exchange policy is usually tied to its return policy.
To process an exchange, you generally need to:
* Initiate a return for the original item following the standard steps.
* Once the return is authorized, you can place a new order for the desired item.
* This ensures you get the correct product and can check current pricing and availability.
Some companies can streamline this into one process, so it’s worth asking customer service if they can facilitate a direct exchange to save you time and potentially extra shipping costs.
Tips for a Hassle-Free Return Experience
A little preparation makes the return process much easier. Follow these tips:
* Save All Packaging: For larger items, keep the boxes and packing materials for at least the first 30 days. It’s a pain to store, but it’s essential for a valid return.
* Read Product Details Carefully: Before clicking “buy,” read the full description, dimensions, and color notes. Look for any “final sale” tags.
* Use a Credit Card: Purchasing with a credit card often provides an extra layer of protection. If there’s a major dispute, you can sometimes contact your card issuer for assistance.
* Keep Records: Save your order confirmation email, receipt, and any communication with customer service. A simple folder in your email account works great.
* Act Quickly: Don’t procrastinate. If you’re unhappy with an item, start the return process as soon as you decide.
Following these guidelines will help ensure your experience with the Plank and Beam return policy is straightforward and stress-free.
Frequently Asked Questions (FAQ)
How long does it take to get my refund from Plank and Beam?
After they receive and inspect your return, it usually takes 5-10 business days to process the refund. The refund then needs to post to your bank or card, which can take another 3-10 business days. Allow for up to two to three weeks total from the day you ship it back.
Does Plank and Beam offer free returns?
Free returns are not standard for “changed mind” returns. The customer is usually responsible for return shipping costs. However, if the return is due to a company error (wrong item, defective product), they will typically cover all return shipping fees.
Can I return a Plank and Beam item to a physical store?
Plank and Beam primarily operates as an online, direct-to-consumer brand. They do not have traditional retail stores. Therefore, returns must be shipped back to their designated warehouse or distribution center. Always follow the online return instructions.
What if I missed the 30-day return window?
The 30-day window is firm for standard returns. If you’ve missed it, your return will likely not be accepted. However, it’s still worth contacting customer service to explain your situation, especially for defective items that may be covered under a separate warranty.
Are there any items that cannot be returned to Plank and Beam?
Yes. Common non-returnable items include final sale/clearance merchandise, custom or made-to-order products, opened flooring boxes, fully assembled furniture, and gift cards. Always check the product page for details.
Who pays for return shipping on a defective item?
Plank and Beam covers all shipping costs associated with returning a defective or damaged item. They should provide you with a prepaid shipping label and instructions for the return or replacement.
Understanding the Plank and Beam return policy empowers you to make smart purchasing decisions. By knowing the time limits, condition requirements, and potential fees, you can shop with greater confidence. Always review the specific policy details on their website at the time of purchase, as terms can occasionally be updated. When in doubt, their customer service team is the best resource for getting answers tailored to your specific order and situation.