The House of Staunton Customer Service Policies:

Item Returns
Your have one week (7 calendar days) from the date that the package is delivered to decide if you want to return an item. If you decide you want to return the item, it is subject to the following conditions:

• All shipping charges, including those that you paid to originally receive the package, are NOT refundable
• All returned orders are subject to a 15% restocking fee
• The item being returned and all of its packaging/accessories/components/documentation must be returned in the exact condition (e.g. unused) that they were received in
• The items must be packed carefully and sent via a method that is trackable, has signature required for delivery and is insured. We recommend UPS.
• We are not responsible for any damage or loss that is incurred while the package is in transit. That is why we require the package to be insured.
• If the item being returned was part of a promotional purchase, such as eligible for receiving a free gift, you must return all of the items that were part of that promotional purchase, including the free gift. 
• An RMA # is required for all returns. We will refuse all packages which do not have an RMA # clearly marked on the outside of the package. Please make sure it is CLEARLY WRITTEN AND VISIBLE.

If you wish to return an item, Please Contact Us for instructions on how to return an item.  

CHRISTMAS Return Policy
The extended deadline for returning Christmas Gifts, January 2, 2008  has passed and we are no longer accepting returns on items delivered before Christmas. We are sorry for any inconvenience this may cause..

Package Refusal
If you change your mind about a purchase while the package is in transit, please do not refuse the package. When a package is refused, UPS  will charge The House of Staunton  both the full transportation costs to return the package to us, as well as additional fees. If you do change your mind about a purchase and refuse delivery of the package, you will be responsible for ALL transportation and delivery costs for the package to be returned to us. These fees will be deducted from the amount of your refund. It will be much cheaper for you if you just sign for the package and return it to us directly.

DISCOUNTS/PROMOTION LIMITATIONS AND RESTRICTIONS

• We're sorry, but only new orders are eligible to participate in any discount or promotions. 
• Discounts and Promotions must be presented at the time of purchase.
• Only items purchased directly from the House of Staunton are eligible to participate. Items purchased from 3rd parties, such as resellers and retail outlets are not eligible to participate.
• Discounts and Promotions can not be combined. There is a limit of one redemption per purchase.

Item Arrived Damaged - SPECIAL CHRISTMAS POLICY
Your have one week (7 calendar days) from the date that the package is delivered to notify us that the item you received is damaged. If you do find that an item has arrived damaged, please keep all of the packaging materials that your shipment came with (cardboard box, packing materials) and notify us immediately.  Depending on the item that arrived damage, UPS may perform an inspection on the damage item and its original packaging to verify the extent of the damage and that the package was properly packed. UPS has 5 (five) business days to decide whether they want to perform an inspection. If they do decide to perform an inspection, a UPS representative will come to the delivery address and pick up the damaged item and all packaging materials. It is not very common that UPS does perform such inspections, but it does happen. 

If you have notified us within the time frame,  we will replace the item at no cost to you. Please note that in the case of Chessmen, where each piece is hand carved and unique, we require that you send us back the damaged piece first. This is to insure that the grain/coloring/cut of the replacement piece is identical to the one you are replacing.

If you notify us after the time period has ended, we will not honor any damage item claims. In this situation, you should check to see if the item comes with a Manufacturers Warranty and contact them directly regarding replacement. 

CHRISTMAS Item Arrived Damaged Policy

The extended deadline for reported damaged  Christmas Gifts, January 2, 2008  has passed and we are no longer accepting damage claims on items delivered before Christmas. We are sorry for any inconvenience this may  cause.

 For any other questions or concerns regarding our Customer Service policies, please feel free to Contact Us.