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Our Return Policy


If you are not completely satisfied with your purchase, please contact us to begin a return or exchange of your item(s) within 30 days of the delivery date, with proof of purchase. Note that returns or exchanges are not accepted for special orders, items that have been installed, items no longer in their original packaging, and other items listed below. Other exclusions may apply. Please contact us for details.

For many products on our website, if you don't like it, you may return it within 30 days for a refund (in new, uninstalled condition and original packaging).

Please do not attempt a return without first having obtained a BOXHILL written authorization. We will not accept returns without prior written authorization. Please include the Sales Order, Return Number with the returned product(s).

Exceptions - We cannot accept returns of:

  • Products that have been installed, wired, or assembled
  • Discounted and promotional items, including items purchased during Semi-Annual sales events
  • Products that are not in the original condition and packaging
  • Altered items (repainted, refinished, cut, etc.)
  • Products that are Made-to-Order, Custom or Special Order to your specifications
  • Final sale items or gift cards
  • Large quantities of the same product (6 or more)
  • International orders, to include orders outside of the contiguous US

Additionally, we cannot accept returns of products due to dissatisfaction in the natural characteristics of the material from which it was made, including but not limited to color variation, finish, grain, hairline cracks, texture, and patina. All of our products are meticulously checked for quality and functionality before they ship out to you. If the item is received as it was made, and the structural integrity is intact, we cannot accept a return of the item.

Before ordering large quantities or special order or custom products we encourage you to ask for as much information as you need - including swatches, finish samples etc.

Note that a request to return items may incur restocking fees subject to our manufacturers. We reserve the right to apply refunds in the form of a store credit in certain circumstances.

Upon return, your item will be inspected and exchanges, credits or refunds will be issued for the purchase price. Any taxes charged will be refunded in accordance with applicable laws. Delivery fees are non-refundable with the exception of manufacturer defects or transit damage. BOXHILL reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us for details.

Please note that variations in color, finish, texture, and appearance are found naturally in many of our products including hairline cracks in teak, the patina of certain metals, and color variations and veining in concrete and stone. We cannot accept exchanges for products due to the dissatisfaction of such naturally occurring material inconsistencies. If you suspect your product is defective or damaged please retain all original packaging, take detailed photographs, and contact us immediately. 

We do not accept exchanges or store credits for items purchased during Semi-Annual sales events or other promotional events.

Details on returning your product will be supplied upon return request approval, including the shipping address. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

North American Orders outside the United States – orders returned from Canada or Mexico will have shipping and any applicable taxes and customs duties deducted from the refund. Please call customer service for an estimated cost.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Materials and Finishes

We believe that there is beauty in imperfections. We are proud to bring you products made from natural materials that embrace, if not celebrate the subtle variations of texture and color found in nature.  Please note that variations in color, finish, texture, and appearance are found naturally in many of our artisan-made products, especially those made from teak and concrete, and do not necessarily mean the product is defective or damaged. For example, hairline cracks are common in teak products, we expect certain metals to patina like rust, and the natural color and veining of concrete and stone varies depending on where it originates, and yet in all these cases, the quality and integrity of the product is not compromised.  Therefore, we cannot accept exchanges or returns for products due to dissatisfaction in such a naturally occurring material inconsistency unless it interferes with the structural integrity of the product. If you suspect your product is defective or damaged please retain all original packaging, take detailed photographs, and contact us immediately. 

NEED HELP? Contact us if you want to start a return, email us at, and we'll send you a link to our Return Claims Form. If you're not into computers, just call us at (520) 351-0053, and we'll chat with you.