Return Policy
At Mango+Acacia we stand behind the quality of our products and want every purchase to be a positive experience. We will do our best to make things right if you are not satisfied.
RETURNS
We will accept returns on eligible item(s) within 30 days of delivery or pickup with valid proof of purchase. Shipping and handling fees will not be refunded. To ensure a successful return, please keep the following in mind:
- Item(s) must be in new, undamaged, and resellable condition.
- Item(s) must be returned in its original packaging.
- If the item(s) were originally delivered disassembled, they must be returned in the same condition.
In the rare event that the original packaging is unavailable, please arrange equivalent packaging for the safe transport of the item(s) back to us. This will ensure that the item(s) are protected during shipping and arrive safely at our facility in good condition.
NON-RETURNABLE ITEM:
- Items without proof of purchase.
- Items used and/or damaged through normal wear and tear.
- Open Box and Clearance Items.
- Floor Samples.
RETURN SHIPPING FEE:
Customers are responsible for the return shipping fees and may be subject to a restocking fee. Return shipping costs vary based on the item's size, weight, location, and return method selected.
For more information, please review our full return policy before initiating the return process. And if you have any concerns about missing, defective, or damaged merchandise, please contact our customer service team right away.
HOW TO START A RETURN
To initiate a return, contact our customer service team at support@mangoandacacia.com, submit a contact us form online, or call us at 706-296-3397. Once approved, start preparing the item(s) for return.
PREPARING YOUR RETURN:
Once your return has been approved, please follow these steps to prepare your item(s) for shipment:
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Pack the item(s) using the original protective outer packaging and internal protective material that came with the item(s). If the original packaging is missing, it is your responsibility to use equivalent suitable protective material to ensure that the item(s) is well-protected and will arrive at our facility undamaged.
- Include a copy of the packing slip or mention the customer's name and order number on your return shipment so we can efficiently process your return in a timely manner.
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Please take care when preparing your item(s) for return as damaged or inadequately packaged returns will not be accepted.
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To qualify for a refund, all returns must be postmarked within 30 days of the initial delivery date.
For Small Item(s): To return small items delivered to you via Front Door Parcel Delivery by UPS or FedEx, mail the item as is received in new condition with original packaging, to our returns department facility.
For Oversized/Large Item(s): To return the oversized or large item(s) delivered via Curbside/White Glove delivery, please contact us to arrange the return. We can arrange a pickup through our Curbside Freight Carrier or White Glove Delivery partners for a fee, or you can arrange your freight carrier and mail the item(s) to our returns department facility.
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MAIL-IN RETURN: |
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Mango and Acacia ATTN: Returns Department |
UNDERSTANDING THE RETURN PROCESS:
Once we receive your returned item(s) at our fulfillment center, we'll inspect the item(s). The return processing procedures can take anywhere between 3-5 business days.
Small Item(s): Upon completing the inspection, appropriate refunds will be credited back to your original payment method minus a 10% restocking fee taken from the subtotal of the original purchase price. Please note that any taxes charged will be refunded under applicable state laws. However, any shipping or delivery fees applied at the time of purchase remain non-refundable and will be deducted.
Oversized/ Large Item(s): Upon completing the inspection, appropriate refunds will be credited back to your original payment method minus a 25% restocking fee taken from the subtotal of the original purchase price. Please note that any taxes charged will be refunded under applicable state laws. However, any shipping or delivery fees applied at the time of purchase remain non-refundable and will be deducted.
Exception: An exception applies for the item(s) with manufacturer defects, missing item(s), or damaged in-transit item(s) provided properly documented per our instructions as stated in our shipping policy by the customer upon delivery. For additional details on documenting missing item(s) or damaged in-transit item(s) please read and understand our entire shipping policy.
WHEN TO EXPECT YOUR REFUND AFTER A RETURN?
Please be aware that the refund processing time and the time it takes for the refunded amount to appear on your original payment method may vary depending on the payment method used. Typically, it takes 5-7 business days, but in some cases, it may take up to 2 weeks. Thank you for your understanding and patience.
| At Mango and Acacia, we pride ourselves on providing high-quality products and exceptional customer service. To ensure that we can continue to offer our customers the best possible experience, we reserve the right to refuse returns of item(s) that are not in as-new condition due to damage or misuse by the client. We appreciate your understanding and encourage you to contact us with any questions or concerns you may have. |
To cancel your order, contact our customer service department within 24 hours of placing the order to avoid processing and restocking fees. If 24 hours have passed and the item(s) have not yet shipped, you'll receive a full refund minus a 5% processing charge. If the item(s) have already shipped, we cannot cancel the order and will treat it as a return. Read our return policy for more details.
Please note: Orders canceled during transit or refused at delivery for non-damage reasons (such as size or color variation) are subject to a 25% restocking fee.
EXCHANGE POLICY
Unfortunately, we do not currently offer exchanges for our products. If you wish to exchange an item, you can order a new one and return the original item(s) within 30 days of delivery. Please note that payment for the new item(s) will be taken at the time of the order, and a refund for the returned item will be processed after we receive and inspect the returned item(s) at our fulfillment center.
PROMOTION(S)
If you made a purchase during a promotion that offers a discount based on the total cost of the order and part of the order is canceled or returned, the discount you received may be subject to change to a lower discount as specified in the promotion. Refunds for any item(s) canceled or returned will be adjusted accordingly based on the updated discount.
In-store Promotion Restrictions
In-store promotions may have certain restrictions or limitations, such as limited quantities, time-sensitive offers, or exclusions.
CLEARANCE & OPEN BOX ITEM(S)
Clearance and open box item(s) are final sales and are not eligible for returns. We encourage our customers to carefully review the product details, size charts, and color options before making a purchase on clearance items. If you have any questions or concerns about a clearance item(s), please feel free to contact our customer service team before making a purchase.
OVERSIZED ITEM(S)
We want to make sure your oversized item(s) arrive in perfect condition and can be easily delivered to your home. Before making a purchase, please check the product page to ensure that the item(s) will fit in your space and can be maneuvered through any doorways, hallways, or elevators.
If there are any issues with delivery due to incorrect measurements or space constraints, it will be considered an Unclaimed or Refused Delivery.
For more information, please refer to our Shipping policy.
DEFECTIVE ITEM(S)
We take quality control seriously and aim to ensure that all products meet our high standards. However, if you receive a defective item, please contact us as soon as possible, preferably within 48 hours of receipt. We may request pictures for reference to help us understand the issue. We will do our best to address the problem and make things right for you, whether that involves replacing the item, issuing a refund, or offering another solution. We want you to be completely satisfied with your purchase from us.
Please note: It is important to note that our products are crafted from natural materials such as 100% solid wood, metal, and stone. As a result, natural variations in wood grain color, knots, live edges, distinctive splits, and minor cracks are intentionally preserved to retain the natural beauty and quality of the materials used. Micro-imperfections such as visible brush strokes, joint lines, exposed screws, and minor distress marks may also be present and are considered a characteristic of our hand-finished products. These characteristics are not considered damage or defects.
In the rare event that an item is missing or arrives damaged, we will do our best to make it right for you. It is essential for customers to inspect their item(s) thoroughly upon delivery and to contact us immediately (within 48 hours) at support@mangoandacacia.com if an item is missing or received damaged.
Small Items: For small item(s) delivered as Front Door Parcel Delivery by UPS or FedEx, if you notice that the item(s) is missing or damaged, please contact us within 48 hours of the delivery date to report the issue. This will allow us to work with the carrier to file a claim and arrange for a replacement or refund for you as soon as possible.
Oversized/Large Item(s): It is crucial for customers to inspect large or oversized items delivered by Curbside Freight Carrier or White Glove delivery partners, thoroughly at the time of delivery and only accept delivery upon complete satisfaction. If there are any issues, they must be denoted on the Proof of Delivery document presented during the delivery, as outlined below.
- If an item is broken, reject the shipment during the appointment. You will mark the necessary item(s) on the Proof of Delivery as “undeliverable due to damage”. The carrier is then required to remove the item(s).
- If an item is missing, you will mark the necessary item(s) on the Proof of Delivery with “missing from delivery”.
We require documentation and images of the damage to process any claims, so be sure to take pictures. We're here to help, but please keep in mind that failure to notify us within the specified timeframe (within 48 hours of delivery) may affect our ability to offer a resolution.
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PLEASE NOTE: For large and oversized item(s) if the Proof of Delivery document is signed and issues are not notated, we will be unable to place any claims with the carrier on your behalf. Mango and Acacia is not responsible for any missing or damaged item(s) found after delivery is completed. |
UNCLAIMED OR REFUSED DELIVERY
Small Item(s): For small item(s) delivered as Front Door Parcel Delivery by UPS or FedEx, if the item(s) is unclaimed or refused at the time of delivery the customer will be subject to applicable return shipping charges, and a 10% restocking fee. Unclaimed or refused delivery will not be considered as cancellations.
Oversized/Large Item(s): For oversized and large item(s), delivered by Curbside Freight Carrier or White Glove delivery, if delivery is unclaimed or refused at the time of delivery for any reason, the customer will be responsible for the applicable return shipping charges and a 25% restocking fee for large/oversized items. Unclaimed or refused delivery will not be considered as cancellation.
Moreover, if the customer wants to reschedule the delivery for a later date, an additional rescheduling fee may be charged.
Finally, orders canceled during transit or refused at delivery for non-damage reasons (such as size or color variation) are also subject to a 25% restocking fee.
We understand that you may have questions regarding the product's size, delivery methods, or carrier. Please feel free to contact our customer service department or fill out and submit our contact form prior to placing your order, and we will be happy to assist you.
LOST PARCELS OR DELIVERY
At Mango and Acacia, we understand the importance of your order. In the event of a lost delivery, we will assist you in filing a trace and claim with the respective carrier. We will make our best efforts to help locate your item(s) and ensure a satisfactory resolution.
If the item(s) show as delivered but are not received, we understand how frustrating that can be. In such a scenario, Mango and Acacia will work with the respective carrier to file a trace and claim to assist in locating the lost item(s). However, please note that we will not be liable for the non-receipt of the item(s) or replacement of the item(s).
We highly recommend that customers ensure the accuracy of their shipping address to avoid any such issues.
NEED MORE HELP? |
Thank you for shopping at Mango and Acacia.