Refund policy

1. All Sales Are Final
All accepted orders are non-cancellable and non-refundable under any circumstances. Once an order is accepted and payment is made (whether partial or full), no refunds will be issued.

2. Engagement Deposits
All engagement deposits—typically 50% of the total order—are non-refundable, regardless of whether the order is completed, cancelled, delayed, or changed.

3. Abandoned or Dormant Orders
If an accepted order remains inactive or unfulfilled for more than 90 days due to Buyer inaction (e.g., failure to communicate, incomplete specifications, unpaid balances, or failure to accept delivery), J. Nelson may, at its sole discretion, deem the order abandoned and forfeited.
In such cases:

  • No refunds will be given.

  • All payments made will be retained as liquidated damages.

  • The Buyer agrees that the forfeiture reflects a reasonable estimate of damages incurred by J. Nelson.

4. Change Orders
Any request for changes to an existing order requires prior written approval from J. Nelson and may require additional payment.

  • If the change order would reduce the original scope or cost, no refund or credit will be issued.

  • J. Nelson will not issue account credits or credit notes for any reduction in scope.

5. Showroom & In-Stock Merchandise
Merchandise purchased directly from the J. Nelson showroom floor or in-stock inventory is sold “as is” and is considered a final sale. No returns or refunds will be accepted for such items.

6. Custom or Made-to-Order Merchandise
J. Nelson is not responsible for merchandise produced according to the Buyer’s specifications if those specifications were erroneous.

  • No returns or refunds will be granted for mistakes made by the Buyer (or the Buyer’s client).