Return & Refund Policy

Store Display Fixture wants every retail store, smoke shop, convenience store, and commercial buyer to be confident in their purchase. This policy outlines how returns, exchanges, and refunds work for our retail display fixtures, store shelving, gondola shelving, slatwall systems, display cases, cigarette racks, humidors, mannequins, and custom fixtures.

Return Window

Most non-custom, in-stock items may be returned within 30 days of delivery. To be eligible for a return:

– The item must be unused, in its original condition, and in the original packaging.

– You must have your order number or proof of purchase.

– The item must not be a custom or made-to-order fixture (see Custom Orders below).

Damaged Products

Return accepted for damage products while shipping.

If a fixture arrives damaged in transit, we will accept the return and issue a replacement, repair, or refund at no cost to you, no restocking fee, no exceptions for shipping damage. Report the damage within 48 hours of delivery to sales@dfwfixture.com with your order number and photos of the item and packaging. Our team handles the freight carrier claim on your end, so you’re not stuck negotiating with the shipping company.

For full details on inspecting a delivery and documenting damage at the time of drop-off, see our Shipping Policy.

Custom Orders

Custom carpentry, custom counters, custom cigarette racks, custom wine racks, and other made-to-order fixtures are built specifically for your store and are non-returnable and non-refundable, except in cases of shipping damage or manufacturing defect.

Non-Returnable Items

The following are not eligible for standard return:

– Custom or made-to-order fixtures

– Items marked as final sale or clearance

– Items that show signs of use, installation, or modification

– Items missing original packaging or hardware

How to Start a Return

To request a return or refund, contact our Dallas team at sales@dfwfixture.com with your order number and reason for return. We’ll confirm eligibility and provide return instructions, including whether the item ships back to us or is handled through a freight pickup.

Customers are responsible for return shipping costs on non-damage, non-defect returns, unless otherwise noted at checkout or in your quote.

Refunds

Once we receive and inspect a returned item, we’ll notify you of the approval status. Approved refunds are issued to your original payment method, typically within 5-10 business days. Shipping damage claims are refunded or replaced once the freight claim is resolved with the carrier.

Exchanges

If you need a different size, color, or configuration, contact us and we’ll help arrange an exchange. For wholesale or store buildout orders, our team can coordinate exchanges directly as part of your project.

Questions

For help with a return, refund, or damage claim, reach out to our Dallas-based team at sales@dfwfixture.com and include your order number so we can assist you quickly.