Scout & Nimble

Returns & Exchanges

 

Your satisfaction is always our first priority. While we hope that you will love every unique piece that you purchase from Scout & Nimble, we also recognize that things don’t always go according to plan. 

Below, we have outlined our guidelines for returning or exchanging merchandise and working with our team to resolve other issues through our Claims process.

 

RETURN ELIGIBILITY

SMALL PARCEL ITEMS:

Most items that ship via FedEx or UPS can be returned within 30 days of receiving your purchase. All products must be in original condition and repackaged in the original shipping materials to be eligible for returns.

FREIGHT ITEMS:

Items that are shipped via freight are non-returnable and non-refundable. We source curated designer pieces from around the globe, and current logistics do not allow for return shipping. This includes furniture, oversized, made-to-order, customized, and fragile products.

RETURN EXCLUSIONS:

Some products are not covered by the General Return Policy, including, but not limited to:

  • Items that ship Freight (including, but not limited to furniture, oversized, and fragile items)
  • Sale items (including clearance items, promotional codes, special event markdowns, and manufacturer markdowns)
  • ALL price-matched orders are no longer eligible for return
  • Gift certificates
  • Custom or Made-to-Order pieces (including but not limited to wall art and custom upholstery)
  • Items marked “Non-Returnable” (includes pillows, throws, poufs, blankets, swatches/samples)
  • Light fixtures that have been installed or altered for installation
  • Any item that has been altered in any way from the original condition in which it arrived

START YOUR RETURN

Our online Return Request form is currently under construction! To initiate your return, email our Customer Care Team at support@scoutandnimble.com. Your request will be responded to within 2 business days.

CHOOSE YOUR REFUND METHOD:

REFUND MY CARD

Shipping & Handling fees (to include both initial and return shipping) are the customer’s responsibility and will be deducted from your refund.

 

ISSUE STORE CREDIT

Shipping & Handling Fees will be covered by Scout & Nimble. Store Credit will be issued in the form of a unique discount code which can be applied to any future purchase.

  FILE A RETURN  

 

 

CLAIMS

Sometimes, an order will not completely meet your expectations. When things go wrong, our Customer Care team is here to work with you to find a solution. 

Please review the following policies for more information on the types of claims we can resolve, and discover if your recent purchase qualifies for a claim. We look forward to resolving your claim swiftly and providing the best resolution possible.

SHIPPING DAMAGE

Please notify support@scoutandnimble.com of any shipping damage within 7 days of delivery. Photos of the damage must be included for review. Upon confirmation of shipping damage, our support team will file a claim and work with you to secure a discount, schedule a repair, or order a replacement. Requests for full refunds will be up to the sole discretion of each individual supplier.

*Freight Deliveries (Signature Required): It is required that any visible damages to your item and its packaging be noted at the time of delivery. The courier should make notes on the Delivery Receipt at the time of delivery. Failure to do so may result in the refusal of a claim.

*Freight Deliveries (Signature Opt-Out): If you chose to have your delivery left on your property (on the porch, in the driveway, etc.) with no signature, you waive all rights to a future claim. By waiving your signature upon delivery, you also waive the right to inspect the item at the time of delivery. You are also affirming that your item will be safe where it is deposited for the duration it is left unattended.

FULFILLMENT ERROR

If there is a fulfillment error (item shortage / incorrect item sent), you must notify support@scoutandnimble.com within 7 days of receipt of the shipment so that a claim can be promptly filed by our Support Team. Please hold onto the item and all of its original packaging, as we may need you to confirm item specifications and/or send the item back. In cases where an incorrect item needs to be returned, prepaid labels will be supplied. The correct item will be shipped as soon as possible.

PRODUCT DEFECTS & CONCEALED DAMAGE

In rare circumstances, there may be concealed damage (not as a result of shipping) that was not identified in quality control. We require that any products be unboxed within 7 days of receipt so that our Support Team can promptly file a claim if any issues are discovered. Upon confirmation of concealed damage, our Support Team will file a claim and work with you to secure a discount, schedule a repair, or order a replacement. Requests for full refunds will be up to the sole discretion of each individual supplier.

LOST OR STOLEN PACKAGES

Before contacting support@scoutandnimble.com regarding a missing package, please first 

  1. Verify the shipping address
  2. Look for a notice of attempted delivery
  3. Look around the delivery location for your package
  4. Determine whether someone else accepted the delivery.

*Please note if a delivery is signed for, Scout and Nimble is no longer liable.

START YOUR CLAIM:

Our online Claims form is currently under construction! To initiate your claim, please send photographs and a detailed description to our Customer Care Team at support@scoutandnimble.com. Your request will be responded to within 2 business days.

   FILE A CLAIM   

 

 

Additional Things to Note:

We want you to be completely satisfied with your purchase. Please ensure you've made the appropriate measurements and have selected the correct finish & quantity before placing your order.

ORDER CANCELLATIONS

Orders can be canceled without penalty within 24 hours of your order being placed. In good faith, our support team will attempt to cancel an order if the cancelation request is made after this 24-hour period. However, late cancellations are entirely at the discretion of the product supplier and may be denied if the item is being prepared to ship or already in transit.

If an item is backordered, your card will not be charged until the product is back in stock and being prepared to ship. However, the 24-hour cancellation policy still applies: you have 24 hours from the time of your original order date to cancel; cancellation requests sent after this 24-hour period will be attempted but are not guaranteed.

AVAILABILITY & LEAD TIMES

While we work with our suppliers to display accurate inventory on our site, discrepancies can occur. Please reach out to support@scoutandnimble.com for the most up-to-date item availability/lead times. Backorder dates given by our team members are always estimates and are subject to change.

We are committed to providing accurate updates about your orders. Given the dynamic and changeable nature of international shipping, this means we will reach out only when we are certain we have reliable information to share.

PRODUCT VARIATION

We take seriously our responsibility as an online retailer to present authentic and accurate depictions of our products. In addition to images, we also provide detailed product measurements and notes on materials and finishes to aid you in your design decisions. However, it is normal for items to vary slightly in dimension, finish, or detailing from the model item pictured or described.

Many of our suppliers craft their products using natural materials, which show their beauty through uniqueness in wood grain or fiber texture. Stains or dyes are produced in lots, and every item “takes” to it a little differently, resulting in diversity from piece to piece. Metal items may have variations in tone and luster; and stone color and texture cannot be made completely uniform. Certain distressing and/or inconsistencies may be part of the design and charm of the product, rather than damages or defects. 

Additionally, as every screen displays color differently, Scout & Nimble assumes no liability for variations between the actual product color and how it is displayed on a device or in a printed catalog.

CARE GUIDES, ASSEMBLY INSTRUCTIONS & LIMITED WARRANTIES

It is the customer’s responsibility to email support@scoutandnimble.com if the assembly or care instructions for an item are not included with delivery. We can contact our suppliers to have missing documents sent to you.

At Scout & Nimble, we strive to offer long-lasting products made with exceptional craftsmanship and high-quality materials. Our curated list of suppliers makes every effort to stand behind their products when cared for properly according to the manufacturer’s instructions. Please note that Scout & Nimble cannot repair, replace, or credit any product that has been subjected to improper care, accident, abuse, misuse, or general wear and tear.

Some products are covered by a limited manufacturer’s warranty. Please email support@scoutandnimble.com to see if your purchase qualifies.

PRICE MATCHING

Price matching requests depend on several factors and will be handled on a case-by-case basis. Please email support@scoutandnimble.com, and we’ll be happy to take a look! Prior purchases that have already shipped are not eligible for price adjustments.

FREIGHT FORWARDING

Scout & Nimble only ships to the contiguous U.S. and is not liable for any items shipped and delivered abroad using your own coordinated methods. Once the item has left the mainland United States or has been transferred to a non-Scout & Nimble carrier, the customer assumes sole responsibility for these item(s) and any damages or defects discovered thereafter. If the item has not yet left US soil and an error is found upon inspection prior to shipment abroad, the customer is responsible for obtaining and submitting all needed information and images to file a claim.