Cultheir
Cultheir
All orders are final sale. Payment is due in full at the time of purchase. If you wish to cancel, there is a 24-hour grace period from the time your order is placed. To cancel within this window, email designteam@cultheir.com. Once the 24-hour grace period has passed, or once the item has entered production or shipped, the order is considered final and no cancellations or changes can be made.
We personally inspect every item to ensure it meets our quality standards before shipping. All made-to-order and custom items ship via our delivery partners, with white glove service available for large items such as marble, stone, and furniture.
Tracking details will be sent via email once your order ships. Cultheir is not responsible for missing or stolen packages once tracking confirms delivery to the specified address.
For freight deliveries (furniture, marble, bathtubs, large items): Please inspect the packaging and open your item immediately upon arrival, before signing the bill of lading. If the packaging or item shows any damage, mark the bill of lading as "damaged" and take clear photos before the driver leaves. If you sign without noting damage, Cultheir will not be able to file a freight claim on your behalf.
For parcel deliveries (smaller items, decor, accessories): Open and inspect your package immediately upon arrival. Keep all original packaging until you have confirmed the item is in good condition.
All claims must be submitted within 48 hours of delivery. Claims reported after 48 hours will be denied.
To report a damaged, defective, or incorrect item, contact our team at designteam@cultheir.com or call 615-538-5654. Please provide the following:
If there is no packaging, please let us know. We cannot process claims without photographic documentation.
Processing time is 2-3 business days once all documentation and photos are received. Our team will keep you informed on the process and next steps.
Cultheir will take responsibility for defective or damaged products if the damage is determined to be a product or manufacturing issue. In such cases, we will work to repair, discount, or replace your item. Please note that our ability to offer a replacement is contingent on the item being unrepairable to its original standard. If a repair successfully restores the item, it will not be eligible for replacement.
Cultheir reserves the right to determine the appropriate resolution in accordance with standard practices within the furniture industry. All decisions regarding claims are final. Once a claim has been resolved, it will not be reopened.
Shipping fees on orders are non-refundable. The purchaser will be responsible for any additional damage that occurs during the return of a defective product if such damage is unrelated to the original complaint.
All items made from natural materials, including but not limited to marble, onyx, travertine, teak, mesquite, mango, sabino, reclaimed wood, limestone, alabaster, and glazed ceramic, will have natural variations in color, veining, grain, texture, and natural wood movement. No two pieces will look identical. These variations are inherent to the material and are not considered defects, damages, or incorrect items. Additionally, different screens and monitors display colors differently, and we are not responsible for color variations between the product shown on our website and the product you receive.
For all claims and questions regarding this policy, please contact:
Email: designteam@cultheir.com
Phone: 615-538-5654
Address: 214 E. Main Street, Franklin, TN 37064