Return & Exchange Policy

Neumann Designs & Accessories LLC
Exclusive U.S. Partner of Carmen Borja

Effective Date: May 1, 2025
Last Updated: May 1, 2025

Overview

At Neumann Designs & Accessories LLC, we want you to be completely satisfied with your purchase of Carmen Borja luxury home textiles. As the exclusive U.S. distributor of these premium handcrafted products, we take pride in their quality and craftsmanship. If for any reason you are not completely satisfied with your order, please review our return and exchange guidelines below.

1. Return Window

You have 14 calendar days from the date of delivery to return eligible items. The return period begins when you receive your order, not when it ships.

Important: All returns must be initiated within this 14-day window by contacting our customer service team.

2. Eligibility for Returns & Exchanges

What You Can Return

We accept returns for items that meet ALL of the following conditions:

Unused, unwashed, and undamaged merchandise only
Items returned in their original packaging including any tags, inserts, and protective coverings
Products free from stains, odors, alterations, or any signs of use
Accompanied by original receipt or order confirmation
Return requests made within 14 calendar days of delivery

Items That CANNOT Be Returned

The following items are final sale and cannot be returned or exchanged:

Custom or Made-to-Order items (including monogrammed products, special orders, or pre-ordered items)
Items marked as “Final Sale” or “Clearance” at the time of purchase
Used, washed, or laundered textiles of any kind
Items with stains, damage, or excessive wear
Products with removed or damaged tags
Items with pet hair or strong odors (perfume, smoke, cooking, etc.)

Due to the artisanal and handcrafted nature of Carmen Borja products, slight variations in color, texture, or finish are considered part of the product’s character and are not grounds for return.

3. Store Credit Only – No Cash Refunds

All eligible returns will be refunded in the form of store credit only.

Store Credit Details

Store credit issued as a digital gift card redeemable exclusively at our website
Store credit never expires and may be used on any future purchase
Store credit can be applied to custom orders and made-to-order items
Original shipping costs are non-refundable
We do not offer refunds to original payment methods (credit cards, PayPal, etc.)

Why Store Credit Only?

This policy allows us to:

Maintain competitive pricing on luxury handcrafted products
Continue offering exclusive Carmen Borja designs in the U.S. market
Provide excellent customer service while managing operational costs

4. Exchange Process

If you’d like to exchange your item for a different size, style, color, or product:

Step-by-Step Exchange Process

Contact Customer Service at customerservice@neumanndesigns.com within 14 days of delivery
Include in your email:
- Your order number
- Item(s) you wish to exchange
- Reason for exchange
- Preferred replacement item (if known)
Return the original item using our provided instructions
Receive store credit once we receive and inspect your return
Place a new order using your store credit

Important Exchange Notes

We do not reserve inventory for exchanges – availability is not guaranteed
Price differences: If your new item costs more, you pay the difference. If it costs less, the remaining balance stays as store credit
Seasonal items: Exchanges subject to current inventory and seasonal availability
Custom items: Cannot be exchanged for other custom items

5. Return Shipping Costs

Customer Responsibility

You are responsible for return shipping costs in the following situations:

Standard returns (change of mind)
Size or color exchanges
Items that don’t meet your expectations

Our Responsibility

We will provide a prepaid return shipping label when:

Item arrived damaged or defective due to manufacturing issues
Wrong item was shipped due to our error
Item was damaged during shipping

Important: We recommend using a trackable shipping service and purchasing insurance for your return shipment. We are not responsible for items lost or damaged during return transit.

6. How to Initiate a Return

Required Steps

Email us at customerservice@neumanndesigns.com within 14 days of delivery
Include the following information:
- Your order number
- Item(s) you wish to return
- Detailed reason for return
- Photos (if item arrived damaged or defective)
- Preferred resolution (store credit or exchange)
Wait for return authorization – Do not send items back without authorization
Follow our return instructions exactly as provided

What Happens Next

We will respond within 24-48 hours with return authorization and instructions
Unauthorized returns will not be accepted and may be returned to sender
You will receive a Return Merchandise Authorization (RMA) number
Package your return securely with the RMA number clearly visible

7. Return Processing

Inspection Period

2-3 business days after we receive your return for inspection
We will email you confirmation once inspection is complete
Additional time may be needed for damaged items requiring detailed evaluation

Store Credit Processing

5-7 business days after return approval to issue store credit
Digital gift card will be emailed to your account email address
Store credit amount will reflect the original purchase price minus any discounts that were applied

Items That Don’t Meet Return Conditions

If returned items don’t meet our return conditions:

We will contact you before processing
You may choose to have items returned to you (at your expense)
Or you may forfeit the items (no refund issued)

8. Damaged or Defective Items

Manufacturing Defects

If you receive an item with manufacturing defects:

Contact us within 5 business days of delivery
Provide clear photos of the defect
Include order number and item details
We will provide a prepaid return label
Full store credit or replacement at no cost to you

Shipping Damage

If items arrive damaged due to shipping:

Document damage immediately with photos of packaging and product
Contact us within 48 hours of delivery
Keep all packaging materials for carrier inspection
We will file a claim with the carrier and provide replacement or store credit

What Constitutes a Defect

Broken or loose stitching that affects functionality
Significant color variations from product description
Missing components or pieces
Damage clearly caused during manufacturing

Note: Slight variations in handcrafted items are not considered defects.

9. Special Circumstances

Holiday Returns

During holiday seasons (November 1 – January 15):

Extended return window: 30 days from delivery
Same condition requirements apply
Store credit policy remains in effect
Gift receipts available upon request

Custom and Made-to-Order Items

Processing time: 2-8 weeks as clearly stated at purchase
No returns or exchanges unless defective
Final sale once production begins
50% deposit may be required for large custom orders

Bulk or Wholesale Orders

Different return policies may apply
Contact us directly for bulk order return procedures
Minimum order quantities may affect return eligibility

10. Quality Guarantee

Our Commitment to Quality

While all sales are final with store credit only, we stand behind the quality of Carmen Borja products:

6 months: Full store credit for premature wear or manufacturing defects
6-12 months: Store credit at 50% value for quality issues
12+ months: Case-by-case evaluation for exceptional quality concerns

Care Instructions Compliance

To maintain any quality guarantee coverage:

Follow all care instructions provided with your product
Use appropriate water temperatures and recommended detergents
Avoid bleach and fabric softeners unless specifically recommended
Proper storage when not in use

11. Contact Information

Customer Service

Email: customerservice@neumanndesigns.com
Phone: +1 (475) 346-4780
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM EST

Mailing Address for Returns

Neumann Designs & Accessories LLC
Returns Department
3 Juniper Ln
Riverside, CT 06878
USA

For Faster Service

When contacting us, please include:

Order number
Item name and product code
Clear description of the issue
Photos if applicable
Your preferred resolution

12. Policy Updates

This return policy may be updated periodically to reflect changes in our business practices or legal requirements. The current version will always be available on our website. Policy changes will not affect returns for orders placed before the update date.

Important Notice: This return policy applies exclusively to purchases made directly from our website. For items purchased through authorized retailers or third-party platforms, please refer to their specific return policies. This policy does not affect your statutory consumer rights under applicable state laws.