All items purchased from the Old West Iron are not fully refundable due to the fact that all orders are custom and all orders are filled once the orders are placed. All orders are non-refundable after 30 days, however we will offer in store credit. All products with customizations not offered on our website / catalog and custom desiged products are non-refundable, no exceptions. Old West Iron cannot accept any products back or offer any refunds of any sort to any and all products which
I received my item(s), but I no longer want it/them, can
Due to the fact that all of our products are custom made to each
My item(s) came damaged/defective, what can I do?
All defective/damaged products will be replaced/refinished. Please email Office@oldwestiron.com to receive a return label for the damaged items, the return label we provide must be used within 7 days of the date issued, after the 7 days the return label will expire and the items must be shipped at the clients expense. We may ask for you to email a picture of the damaged items for verification. If you decide you do not want the item replaced please see above section: I received my item(s), but I no longer want it/them, can I return it/them?
My item(s) don't look like the picture online, can I exchange it for the one in the picture?
Yes, please contact us at Office@oldwestiron.com to start the exchange process, sometimes we may need to up-charge you for other options on the item listing.
It has been over 30 days since I received my order can I return it for a refund?
You may return orders over 30 days for store credit, but we do not offer refunds after 30 days.
I was given a refund, but it was less than the amount I paid, why is that?
Shipping is non-refundable, when you are given a refund, it will be minus the amount paid for shipping. We charge a 20% restock fee on all items returned (we ask you to please understand that it is very unlikely that someone will order that same item, that size, in that texture, and that finish). If the item was returned to us damaged, chipped, scratched or broken and there was no verification of the item being received by the customer in damaged condition, the customer will be charged for the damages.
Old West Iron stands behind our products material and workmanship. Old West Iron will repair or replace all defective products or parts. When necessary, a proof of purchase may be required. Old West Iron will not assume liability for any labor charges regarding the removal or reinstallation of the products; nor will we cover any freight, postage, or handling expense related to the product. Damages caused by accident, misuse, abuse, or improper installation are not covered by this warranty. Any and all alterations or physical changes to the product by anyone other than Old West Iron will void the warranty.
The patina finish applied to our products is known as a “living finish” which means it will change with time, touch, climate, etc. Because each product will be exposed to a varying set of conditions dependent on use and location, we do not warranty the finish of our products. Our finishes are rust resistant (with the exception of raw, gunmetal, and wrought iron patina), we recommend reapplying a clear coat every 2 years or as needed to ensure the longevity of our finishes.
Old West Iron and its knowledgeable staff will do the best to explain applications of all our product but the responsibility for determining the suitability of a product for a specific application lies with the customer. Old West Iron is not to be held liable for recommendation of a product, as likely as it is to meet your stated needs. It is the sole responsibility of the customer to determine if a product will be suitable for their given application. We assume no liability for issues of any kind arising from the customer's choice of product.
More important than a strict policy is customer satisfaction, but please do keep in mind that we are a small business.
Please contact customer service for more information on returning an item. Thank you.