Return and Refund Policy
Cancellation & Refund Procedures:
Here at The Great Cave, we take pride in offering industry-leading return policies. You have the freedom to cancel your order at any point before it ships, completely free of charge, with a few exceptions (such as custom orders, outlined below).
Should you have any inquiries, please don't hesitate to reach out via email at info@thegreatcave.com or by phone at (646) 512-8209.
Cancellation (Before Shipping)
If you wish to cancel an order, kindly contact us promptly to facilitate a full refund before your order departs our warehouse. Our agents are available during business hours at (646) 512-8209, through the chat feature on the bottom right, or via email at info@thegreatcave.com at any time.
Cancellation of Custom Orders
Orders for custom or made-to-order items cannot be canceled or refunded, as these products are specifically crafted upon your request. These units are tailored to your specifications or manufactured upon order placement. If you're unsure whether your order falls under custom or made-to-order, feel free to reach out to us via message or phone call.
All sales are final for custom-made and made-to-order products.
Refunds and Returns
If you need to exchange/return your product, you have that option within 30 days of order placement. However, please note that you, as the customer, are responsible for covering any shipping costs associated with returns and exchanges.
Due to the significant rise in LTL/freight shipping expenses, returning an item will incur a 25% cancellation fee along with return shipping costs. However, if you're replacing the product with another item, we may be able to assist in covering some of the expenses, depending on the product.
After the processing and inspection of the returning item, you may expect the refund of the balance within 30 days in the same payment method used, unless otherwise negotiated between The Grate Cave Store and the customer.
Shipping Times
We are committed to delivering your order as promptly as possible. Estimated shipping times are provided on our product pages. All orders are dispatched within 1-2 business days and typically delivered within 5-7 business days.
While delays in order fulfillment may occur, please understand that these circumstances are beyond our control. We appreciate your patience and understanding during such times. Thank you for your business.
Please Review the Following
When making a purchase from The Great Cave, you are acknowledging the terms of the Exchange Agreement:
- You agree to inspect the package upon delivery and report any damage, providing photos within 24 hours.
- You accept responsibility for return shipping costs and the cost of shipping a replacement product in the event of a refund or exchange.
- Products must be returned in their original, unused condition, potentially incurring a restocking fee.
- If your order has already left the warehouse, a full refund may not be possible.
- You understand that returning an order after shipment will involve paying return shipping and restocking fees, typically around 25% of order value.
Damages
Upon receiving your item(s), please examine the packaging for any signs of damage. If damage is detected, please document it when signing for delivery and promptly send photos of the damage, including the box and SKU, along with a brief description to info@thegreatcave.com. Any freight damage claims must be reported within 24 hours.
Warranty
Warranty terms vary by manufacturer; please refer to individual product pages for details. It's important to note that warranty coverage applies to damages occurring over time and from regular use. Damage noted upon delivery must be reported within 30 days to qualify as a warranty claim.
Returns
Unless otherwise stated on the product page, customers are responsible for all return shipping charges or re-consignment fees resulting from customer error.
BOGO Promotions
In the case of a Buy One, Get One (BOGO) promotion, both items must be returned for a full refund. If only one item is returned, you will receive a replacement or store credit for the value of that item when purchased individually. Customers are responsible for actual return shipping charges and potential restocking fees.
By completing a purchase with us, you agree to the terms and conditions outlined above.
Individual items may have different refund and return policies depending on the manufacturer. Please refer to individual product pages or contact info@thegreatcave.com for further details.
Chargebacks
Our dedicated team is committed to assisting you and resolving any issues promptly. We've designed our policies to be fair and equitable, believing them to be among the best in the industry. We're here to support you every step of the way.
Therefore, any customer initiating a fraudulent chargeback will be held accountable for theft. If you encounter any issues with a product, please contact us first so we can work together towards a resolution. Filing chargebacks for issues we can resolve together is unnecessary.
Thank you for choosing to shop with us!
For any inquiries, please contact info@thegreatcave.com.
By using our site, you agree to abide by these terms of use. If you disagree, please refrain from using the site.
