RETURN / CANCELLATION POLICY

CANCELLATIONS

Cancellations must be made prior to 3pm PST of the day your shipment will be going out as to avoid having production-cost fees incurred. Please contact your customer service representative for an exact date of shipment. Absolutely NO returns, exchanges, or cancellations will be accepted on customized/special ordered merchandises or non-stock merchandises. Any changes or cancellations will be allowed, provided that the order has not been put into production. If the order has begun production or happens to be en-route to it’s delivery destination at the time of cancellation, the customer will be held responsible for partial, if not all, costs & fees incurred. CCI reserves the right to refuse or cancel any orders placed on incorrectly priced products and incorrectly calculated shipping costs. Please allow 2-4 business days for the credit to appear on the account.

IF SHIPMENT IS DAMAGED

Notify the deliveryman of the damage and have him note the extent of visible damage & the probable concealed damage onto the freight bill. Contact the Delivery Company and inform them of the damage, to inform them of your interest in filling a damage claim, and request that the transport company inspects the merchandise. Make sure you file a claim for damages. (In most cases, you may receive a cash adjustment for costs, arrange for the transport company to cover repair costs, and/or merchandise reimbursement.) Keep ALL original packaging materials, as this will be needed until your claim is settled, or for the return of your order. All damage claims must be addressed to the transport company. Consonance Companies, Inc is not responsible for damages incurred during transport to delivery destination. Damage claims pertaining to causes other than shipping will be reviewed and authorized for reimbursement at the discretion of our Claims Department. If merchandise is defective, notify Consonance Companies, Inc within 24 hours and retain ALL original materials, accessories, and packaging. Customer service representatives will instruct you on the additional steps that need to be taken. Failure to retain ALL original materials, accessories, and packaging may encounter delays and refusal of damage claim.

HOW TO RETURN AN ORDER

Contact your Consonance Companies, Inc customer service representative and inform them of your request to return an order. Once your claim has been established, you will be given an Authorization Approval number. Confirm shipping arrangements with your customer service representative, and re-package merchandise as it was upon delivery. We recommend that insurance is purchased on all return items for CCI is not responsible for damages occured during return transit. After shipping charges have been deducted, along with any additional return/re-stocking fees, you will receive your payment/refund. Proper reimbursement, credit, or exchange will only be allowed on authorized returns. Please allow 10-14 business days for your refund to process upon receipt of your return.

RETURNS

There will be a 20% restocking fee on all items approved for return. We will accept merchandise for return only within 5 working days of receipt, provided that the merchandise is in original condition, the customer has retained all original materials, accessories, and packaging. Fees may be increased if shipments are returned to us damaged or without original box. CCI will NOT accept any return on Shampoo Units that have already been installed or connected for plumbing. Customers must receive an Authorization Approval number prior to a return. All returns are subject to inspection before approval for a refund. Absolutely NO returns, exchanges, or cancellations will be accepted on customized/special ordered merchandise or non-stock merchandise. Any attempts for a return past the 5-day window will remain at the discretion of Consonance Companies, Inc. Shipping charges are non-refundable and the customer will absorb all applicable fees. The customer is responsible for providing proper packaging and may be held responsible for any additional shipping fees (i.e. call tags, shipping insurance, and repackaging). Any merchandise received not in accordance with the above stated policy will be denied return delivery acceptance. All returns will be carefully reviewed and authorized at the discretion of Consonance Companies, Inc. Any damages to returned products are the sole responsibility of the customer and such damage claims are between the carrier and the customer. Please call our representatives if you need further assistance with return details.

For warranty information please view our Terms & Conditions page

If you have any questions about our Return Policy, please Contact Us.