Refund and Returns Policy

Refunds & Returns Policy

Effective Date: October 17, 2025
Last Updated: October 17, 2025

“I’ll be straight with you: Custom cabinets are like a tailored suit.
Once they’re made for your kitchen, they can’t be returned.
But if something’s wrong, I’ll make it right. That’s my promise.”
– Steve

1. The Truth About Cabinet Returns

Let me be completely honest with you – this is important to understand BEFORE you order:

Custom Cabinet Orders = FINAL SALE

Why? Your cabinets are manufactured specifically for your kitchen’s measurements. They’re not sitting in a warehouse – they’re built after you order. A 33″ sink base cabinet made for your kitchen can’t be sold to someone who needs a 36″ cabinet. It’s that simple.

2. What CAN’T Be Returned

  • Custom cabinets – Any cabinet ordered to your specifications
  • Modified items – Cabinets with custom modifications
  • Cut fillers – Fillers cut to specific sizes
  • Tinted paint – Custom color matches
  • Special order items – Anything not in standard stock
  • Installed items – Once installed, it’s yours

3. What CAN Be Returned

I’m not unreasonable. These items can be returned:

Sample Doors – 30 Days

  • Sample doors can be returned within 30 days
  • Must be in original condition (no drilling, cutting, or damage)
  • $20 sample fee is credited toward your cabinet order
  • Return shipping is on you (usually $5-10)

Accessories – 30 Days

  • Unopened hardware (knobs, pulls, hinges)
  • Unused organizers still in packaging
  • Crown molding (uncut only)
  • Must have original packaging and receipt
  • 20% restocking fee applies

4. When Things Go Wrong (And How I Fix Them)

Damaged in Shipping

What to do:

  1. INSPECT IMMEDIATELY – Check every box before the driver leaves
  2. PHOTOGRAPH EVERYTHING – Box damage, product damage, shipping labels
  3. NOTE ON DELIVERY RECEIPT – Write “Damaged” before signing
  4. CALL ME WITHIN 48 HOURS – (307) 314-4623
  5. EMAIL PHOTOS – [email protected]

What I’ll do: File the freight claim and get replacements ordered immediately. You won’t pay a penny for shipping damage – that’s between me and the freight company.

Wrong Item Shipped

If the manufacturer sends the wrong cabinet (it happens):

  • I’ll expedite the correct cabinet at no charge
  • I’ll arrange pickup of the wrong item
  • You pay nothing extra – this is our mistake
  • If it delays your project, I’ll work with your contractor

Defective Product

Manufacturing defects are rare but they happen:

  • Document with photos and measurements
  • Call me immediately – don’t try to fix it yourself
  • Manufacturer warranty covers defects
  • I’ll handle all the warranty paperwork
  • Replacement or repair at no cost to you

Measurement Errors

If YOU measured wrong: I’m sorry, but the cabinets are built to your specifications. This is why I offer measurement verification for $97 (credited to your order). It’s worth it.

If I guided you wrong: During our consultation, if I gave you incorrect guidance that led to wrong measurements, I’ll work with you to find a solution. My reputation matters more than one sale.

5. The Order Cancellation Window

You have 24 hours after placing your order to cancel without penalty. After that:

  • 24-48 hours: 25% cancellation fee
  • 48-72 hours: 50% cancellation fee
  • After 72 hours: No cancellation (order sent to manufacturer)
  • After production starts: Impossible to cancel

6. How Refunds Work

When a refund is approved (rare, but it happens):

  • Processing time: 5-7 business days
  • Strike payments: Instant refund
  • Credit cards: 3-5 days to show on statement
  • Original payment method: Always refunded the same way you paid
  • Partial refunds: For minor damage you’re willing to keep

7. What’s NOT Covered

I need to be clear about what I can’t help with:

  • Buyer’s remorse – “I changed my mind about the color”
  • Found it cheaper – You won’t, but even if you do…
  • Installation damage – Your installer dropped it
  • Normal wear and tear – Cabinets age like everything else
  • Acts of God – Floods, fires, angry spouses with hammers

8. The Sample Door Program

Before you order $10,000 in cabinets, order samples:

  • $20 per sample door (any style/color)
  • 100% credited toward your cabinet order
  • Ships in 3-5 days
  • See it in YOUR lighting
  • Test with YOUR countertop samples

This is the smartest $100 you’ll spend. Order 5 samples, get $100 off your cabinets. It’s free insurance against expensive mistakes.

9. Warranty vs. Returns

Don’t confuse these – they’re different:

Returns Policy (This Page)

  • 30 days for eligible items
  • Covers buyer’s remorse on samples
  • Addresses shipping damage
  • Handles wrong items

Manufacturer Warranty

  • Limited lifetime on cabinets
  • 5 years on drawers/slides
  • 1 year on hinges
  • Covers defects, not damage

10. My Personal Guarantee

The “Steve Will Make It Right” Promise

Look, I’ve been doing this for 30 years. I know things can go wrong. When they do, here’s my promise:

  • I’ll answer your call personally
  • I’ll fight the manufacturer for you
  • I’ll find creative solutions to problems
  • I’ll treat you like family

Why? Because my reputation is worth more than any single sale. I’d rather lose money than lose your trust. That’s how I’ve stayed in business for three decades.

11. Before You Order – My Advice

  1. Order samples first – Seriously, do this
  2. Measure three times – Then have someone else check
  3. Ask questions – No question is stupid
  4. Understand the timeline – 6-8 weeks is normal
  5. Read this policy – You’re doing that now, good!
  6. Call me if unsure – (307) 314-4623

12. How to Request a Return

For eligible items only:

  1. Email me: [email protected]
  2. Subject line: “Return Request – Order #[your order number]”
  3. Include: Photos, reason, order number
  4. Wait for RMA: I’ll send return authorization
  5. Ship it back: You pay shipping on buyer’s remorse returns
  6. Get refund: Processed within 5 days of receipt

13. Special Situations

Military Deployment

If you’re deployed after ordering, call me. We’ll work something out. Thank you for your service.

Medical Emergency

Life happens. If you have a medical emergency that affects your project, let’s talk. I’m human too.

Natural Disasters

If a hurricane, flood, or tornado hits before delivery, we’ll figure it out together.

14. Contact Me Directly

Don’t hire a lawyer. Don’t write angry reviews. Just call me:

Steve Eisenmenger
Kitchens By Remote
📧 Email: [email protected]
📱 Phone: (307) 314-4623
🕒 Hours: Mon-Fri 10AM-4PM CST
💬 Response time: Within 24 hours (usually faster)

The Bottom Line

Custom cabinets can’t be returned, but:
• Damaged items will be replaced
• Wrong items will be fixed
• Defects are covered by warranty
• Samples can be returned
• I’ll always try to make things right

Quick Reference:

  • Custom Cabinets: Final sale, no returns
  • Sample Doors: 30 days, full credit toward order
  • Damage Claims: 48 hours to report
  • Cancellations: 24 hours without penalty
  • Wrong Items: We fix at our cost
  • Questions: Call (307) 314-4623