Refund policy

All Sales Final

All purchases are final sale. We do not accept returns or exchanges, and we do not offer refunds or store credit. If an item arrives damaged, defective, or incorrect, please contact us within the timeframes below for claim review and resolution.

 

Order Changes and Cancellations

Orders may enter processing quickly. Requests to cancel or modify an order are not guaranteed once processing begins. Contact us immediately and we will do our best to assist if the order has not shipped or entered processing.

 

Reporting Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

To be eligible for replacement parts, repair, or claim support, you must notify us within these timeframes:

• Visible damage: report at the time of delivery and note it on the delivery paperwork.

• Concealed damage (found after delivery): report within 48 hours of delivery.

• Shortages/missing items: report within 3 days of delivery.

Send claims to: Diane@DistinctiveAZ.com with:

• Order number

• Photos of the item(s), packaging, outer box, and shipping label

• A description of the issue

• A photo of the signed delivery receipt/Bill of Lading (if freight)

Important: Keep all packaging until your claim is resolved. Claims may be denied if packaging is discarded before review.

What Our Policy Does Not Cover

We are unable to provide replacements or remedies for:

• Normal wear and tear

• Damage due to misuse, improper care, or modifications

• Natural variations in wood grain, stone veining, texture, or finish

• Color differences due to screens, lighting, or photography

• Items that do not fit due to customer measurement, delivery access limitations, or site conditions

• Claims submitted outside the timeframes listed above

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.