Refund policy

YOUR COMPLETE SATISFACTION IS OUR GOAL.

Important note: The information below relates to purchases that you make directly from the Highwood USA eStore. Should you purchase a Highwood product from one of our authorized retailers, please contact their customer care team and they will handle your repair / return.

Non-Defective returns (“Buyer’s remorse”)

Highwood USA accepts non-defective product returns within 30 days of purchase (as listed on your receipt). In order to process a non-defective return, please email our Customer Care team at CSR@highwood-usa.com to get a Return Authorization # (RA#) and then follow these steps:

  • Attach a copy of your receipt (without the receipt we cannot process the return)
  • The item must be returned unused, not damaged and in “as new” / resalable condition
  • The product must be packaged and returned in its original packaging
  • Write the RA# clearly on the outside of the box that you are returning (Required)

When we receive your product it will be inspected and the refund will be issued once we confirm that the item meets the above requirements.

Highwood USA is not responsible for the cost of returning the product when the return is “Buyer’s remorse”. You can either make your own arrangements for the return of the package or Highwood can make arrangements for you and deduct that cost from the refund value.

Damaged or Defective items:

Highwood will, at its own discretion, repair or replace damaged or defective products at no expense to you, our customer. In the event that you need to make a return, please contact our Customer Care team by emailing us at CSR@highwood-usa.com and:

  • Attach a copy of your receipt
  • Let us know the serial number on your product (shown on a sticker located ON the product… usually under the seat/table etc.)
  • Attach a photo/photos to clearly show the damage

 

If we need you to send the whole product back to us, we will (a) provide you with a Return Authorization # (this RA# should then be written clearly on the outside of the box) and (b) make arrangements for return shipping at your convenience (which we will pay for). If we decide to remedy the problem by sending replacement parts, we will ship those directly to you to fix the issue.