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Returns & Exchanges
Every piece we ship is insured, start to finish. If it arrives broken you are covered — and you will never be asked to send it back.
Insured, every piece, every mile.
A 700 lb lion and a 1,500 lb fountain do not travel like a cushion. We accept that, so we carry transit insurance on everything we send — parcel, oversized and freight alike, at no cost to you and with nothing to opt into.
If a piece is damaged on its way to you, our returns department will arrange a replacement or a full refund. That choice is yours, not ours. We deal with the insurer ourselves; you will never be asked to file a carrier claim on our behalf, chase a freight line, or pay anything at all to put it right.
What we replace or refund.
Damaged in transit
A chip, a crack or a break that happened between our workshop and your door. This is what the insurance is for, and it is the most common claim we handle.
Not what you ordered
Wrong piece, wrong size, wrong paint finish. If what arrived does not match what you bought, that is entirely ours to put right.
A fault in the casting
A structural flaw in the concrete or resin, or a seal that has failed early. Hairline surface variation is normal in hand-cast work; a genuine defect is not.
Something missing
A pump, a solar unit, a fixing, or one half of a pair that did not arrive. Tell us and the missing part goes out the same week.
We cannot accept change-of-mind returns.
This is the one part of our terms we ask you to read before ordering, because it is stricter than most shops and we would rather you knew now than later.
Our statuary is solid concrete. A garden fountain leaves here on a pallet at 1,500 pounds; a pair of estate lions runs to 700. Freighting a piece like that back across the country costs several hundred dollars — on some pieces more than the piece is worth — and it has to be professionally crated at both ends to survive the trip.
So we do not offer returns or exchanges for a change of mind, for a piece that turned out larger than expected, or for a colour that reads differently in your garden than it did on your screen. Once a piece has been delivered undamaged, the sale is final.
Please measure first — and ask us
Every listing gives the height, the width and the weight. If you are not sure a piece will suit the spot, or whether your drive can take a freight truck, ask before you order. We would far rather spend ten minutes on the phone than have you stuck with something that does not fit. Call (313) 213-7012 — open daily, 12:00–8:00 pm est.
Where there is room to move
A cancellation before a piece has shipped is refunded in full, no questions asked — call or email us the same day if you can. On custom and hand-painted commissions that have not yet shipped, we refund whatever work has not been started.
And if something has genuinely gone wrong that is not listed above, tell us anyway. We are a small workshop in Warren, Michigan, not a returns algorithm, and we would rather keep a customer than win an argument.
Three steps, and we take it from there.
Photograph it before you move it
Take pictures of the damage and of the packaging it arrived in, with the shipping label visible. Do this before you unpack any further. Insurers ask for the packaging almost every time, and a claim without it is much harder to settle.
Tell us within 7 days
Use the form below, or email returns@urhomedecor1.com with your order reference. Seven days from delivery is the window our transit insurance allows, so please do not sit on it.
We settle it, and you keep the piece
Our returns department confirms the claim, normally within two business days, and you choose a replacement or a refund. You will not be asked to crate up a broken statue and ship it back to Michigan.
| Situation | Window | Outcome |
|---|---|---|
| Damaged in transit | 7 days from delivery | Replacement or full refund |
| Wrong item sent | 7 days from delivery | Correct piece sent, at our cost |
| Manufacturing defect | 30 days from delivery | Replacement or full refund |
| Part or accessory missing | 14 days from delivery | Part shipped free |
| Cancelled before dispatch | Any time before it ships | Full refund |
| Change of mind after delivery | — | Not accepted — see above |
Start a claim.
Fill this in and it goes straight to our returns department. We answer every claim within two business days, and usually the same day.
Please have ready:
- Your order reference, from your confirmation email
- Photographs of the damage and of the packaging
- The date it was delivered
Or reach the department directly
returns@urhomedecor1.com (313) 213-7012Open daily, 12:00–8:00 PM EST
Please check the following
Your claim is with our returns department.
We have it, and someone will be in touch within two business days. If you have photographs, reply to the confirmation email and attach them — it speeds things up considerably. Anything urgent, call (313) 213-7012.