Returns, Refunds & Claims

Buyer's Remorse

We want you to be overjoyed with your new purchase. If, for whatever reason, you are unsatisfied with the received product(s), you can email us at [email protected], and our team will provide you with the details for initiating a return.

As soon as the returned product(s) are received back to our warehouse in good condition, our team will issue your refund. To process your return as quickly as possible, we ask that your order number is clearly marked on all boxes for our warehouse team. Please note that the shipment of a return is to be independently arranged and covered by the customer, with products received back to our warehouse within 30 days from the delivery or pick-up date. Just like most return policies, we are only able to accept returned items that are in original packaging and like-new condition. This means that products with any scratches, stains, damages, or modifications cannot be returned. Please note that Standard Shipping and White Glove Shipping charges from the original order are not able to be refunded once these services have been provided by the carrier.

We are only able to issue refunds via the original method used for payment of the order. If the original method of payment is no longer available, we would be happy to issue store credit equal to the amount of the refund.

Custom orders, lighting, and polycarbonate items are not able to be returned or refunded.

Damaged or Defective Items

We stand behind the quality of the products we sell. While cases are rare, damages and defects do happen once in a while.

  • Inspect item(s) upon delivery;
  • If the item is damaged, please accept the delivery and sign off with the carrier “damaged upon arrival”;
  • Photograph item(s) and packaging;
  • If the item is structurally damaged and completely unusable, refuse delivery;
  • Do not refuse the undamaged item(s), you are responsible for all redelivery costs, including storage fees;
  • To file a claim, go to our “Claims” page, log in by using your order number and the last 4 digits of your phone. Select “Create New Claim” to complete the webform;
  • Claims received in excess of (3) calendar days beyond the delivery will not be accepted;
  • Photographs must be clear and attached to your claim within (3) calendar days;
  • We will send a replacement via Standard Shipping, offer a blemish discount, or offer local repair reimbursement at our discretion. In the event of a replacement, item(s) with structural damage and/or determined unusable, will be fully replaced with an in-stock item where possible. Item(s) with aesthetic blemishes will be subject to a custom order replacement;
  • The customer may be responsible for any labor and/or shipping of parts;
  • Icons of Manhattan’s furniture is for indoor use only, unless explicitly specified, and as such will not cover the costs for damaged or defective item(s) in the event that the furniture was made damaged or defective as a result of customer negligence;
  • If you do not accept any of our solutions to the case, you will be responsible for the safe return of the item(s) under our “Buyer’s Remorse” policy;
  • If Icons of Manhattan deems all resolution attempts as failed, Icons of Manhattan reserves the right at any time to cancel and refund the damaged or defective item in full, less all associated shipping charges;
Order Cancellation

If an order has already left the warehouse, cancellation is subject to any cost of original and reverse logistics and will be treated as a return under our “Buyer’s Remorse” policy.If a custom order has entered production, all costs of production have been incurred, and therefore cancellation is no longer possible, the custom order cannot be refunded. If the canceled order contains a voucher, this voucher is considered void and will not be reinstated.

Refunds

Refunds can only be issued via the method of the original purchase. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 5 business days for the credit to appear. Icons of Manhattan cannot be held responsible for third party costs. Returns received past 30 days from the date of receipt and/or not received in the original condition cannot be refunded. Shipping charges, custom and special order furniture, non-stock items, lighting, and polycarbonate are non-refundable. Standard Shipping, Express Shipping, and White Glove Delivery Service charges are not refundable. We do not accept any returns or exchanges on custom and special order furniture.

Icons of Manhattan Limited Guarantee

What Does this Guarantee Cover?

This guarantee covers manufacturing defects in Icons of Manhattan furniture.

How Long Does The Coverage Last?

This guarantee starts from the date of delivery. With exception to Icons of ManhattanOutdoor Furniture, this guarantee lasts for 6 years on any metal or solid wood structural failures from residential, non-commercial usage. This guarantee lasts for 1 year on any soft parts and workmanship related failures. Examples of failures covered in the 1-year guarantee are threading, piping, buttons, rubber components, and parts with glue as adhesive, that come loose from residential, non-commercial usage.

For Icons of Manhattan Outdoor Furniture, this guarantee lasts for 3 years on any metal structural failures from residential, non-commercial usage. This guarantee lasts for 1 year on all soft parts and workmanship related failures, such as piping, decorative fabric, or rope features. Examples of failures covered in the 1-year guarantee are threading and parts with glue as adhesive, that come loose from residential, non-commercial usage. Outdoor furniture covers are not included in our Icons of Manhattan Limited Guarantee.

What Will Icons of Manhattan Do?

For the 6 year guarantee on metal or solid wood structural failures, Icons of Manhattan will provide replacement part(s) at no charge with a lead time of 8-14 weeks. The customer is responsible for any labor and/or shipping charges on the replacement part(s). For the 1 year guarantee on soft parts and workmanship related failures, including threading, piping, buttons, rubber components, and parts with glue as adhesive, Icons of Manhattan will reimburse local repair charges under the conditions that 1) The repair service quote is first by Icons of Manhattan and 2) Icons of Manhattan does not guarantee the work performed by the local repair service, and cannot be held to further compensation in the event of dissatisfactory repair work.

For Icons of ManhattanOutdoor Furniture 3 year guarantee on metal structural failures, Icons of Manhattan will provide replacement part(s) at no charge with a lead time of 8-14 weeks. The customer is responsible for any labor and/shipping charges on the replacement part(s). For the 1 year guarantee on soft parts and workmanship related failures, including threading and parts with glue as adhesive, Icons of Manhattan will reimburse local repair charges under the conditions that 1) The repair service quote is first by Icons of Manhattan and 2) Icons of Manhattan does not guarantee the work performed by the local repair service, and cannot be held to further compensation in the event of dissatisfactory repair work.

What Does This Guarantee Not Cover?

This guarantee does not cover marble, paint, leather, metal finish, fabric, fiberglass, foams, plywood, rugs, veneers, cushioning, and coating materials. Icons of Manhattan ’ furniture that is not explicitly specified suitable for outdoor use is not covered for damage or defect from outdoor use. Any problem that is caused by other abuse, misuse, or an act of nature (such as wind, flood, freezing water – including splitting and breakage from water accumulation in tubing), animal damage, burn marks (including those resulting from sunlight passing through the glass filled with liquid which can at certain times act as a magnifying lens), fading, staining and mildewing of fabrics, compression of cushion fillings/fiber, and failure to take reasonable care of the furniture including proper care and maintenance is neither covered. Consequential and incidental damages are not recoverable under this guarantee. Coverage terminates if you sell or otherwise transfer the furniture. If the products are removed from the mainland US & Canada the guarantee is considered void.

How Do You Get Service?

For any guarantee inquiries please contact us via email at [email protected] making sure to include your order number, a description of the issue, and pictures or video of the product.

How Does State Law Apply?

This guarantee gives you specific legal rights. You may also have other rights which vary from state to state.

Changes to Terms and Conditions and to Site. Icons of Manhattan reserves the right to modify or change the terms of use of this site with or without notification.

Commercial Guarantee

What Does this Guarantee Cover?

This guarantee covers metal or solid wood structural failures in Icons of Manhattanfurniture resulting from light commercial use in coffee shops, hotels, offices, or similar, and is effective for orders placed after May 16th 2018.

How Long Does The Coverage Last?

This guarantee starts from the date of delivery and lasts for 1 year.

What Will Icons of Manhattan Do?

Depending on the issue, this may involve shipping your replacement parts, organizing repair, or a complete replacement (at our discretion). Icons of Manhattan will provide replacement part(s) at no charge with a lead time of 8-14 weeks. The customer is responsible for any labor and/or shipping charges on the replacement part(s). As an alternative resolution to replacement parts Icons of Manhattanwill reimburse local repair charges under the conditions that:

  1. The repair service quote is first Icons of Manhattan,
  2. Icons of Manhattan does not guarantee the work performed by the local repair service, and cannot be held to further compensation in the event of unsatisfactory repair work.

What Does This Guarantee Not Cover?

This guarantee does not cover soft parts, marble, paint, leather, fabric, fiberglass, polypropylene, foams, plywood, veneers, and coating materials. Warranties are only valid when products are used for their intended purpose, and exhibit normal use. Products are not covered by guarantee if the defect is from causes beyond normal wear and tear. Icons of Manhattan ’ furniture that is not explicitly specified suitable for outdoor use is not covered for damage or defect from outdoor use. Any problem that is caused by other abuse, misuse, or an act of God (such as a flood) is neither covered. Consequential and incidental damages are not recoverable under this guarantee. Coverage terminates if you sell or otherwise transfer the furniture.

How Do You Get Service?

For any guarantee inquiries please contact us via email at [email protected] making sure to include your order number, a description of the issue, and pictures or video of the product.

How Does State Law Apply?

This guarantee gives you specific legal rights. You may also have other rights which vary from state to state.

Icons of Manhattan reserves the right to modify or change the terms of use of this site with or without notification.