Our Commitment to Customer Service
Lattas School Furnishings and Playgrounds is committed to providing fast and efficient service. This policy communicates when and how a customer is entitled to a refund. Due to high shipping costs, actual costs incurred by the company may be deducted from your refund, regardless of the amount paid at checkout. Refunds may take up to 2-3 business days to process.
Canceling an Order
To cancel an order, please contact the company as quickly as possible via phone at (304) 523-8400 or email at info@lattas.com.
- Playgrounds, School Furnishings, and Site Amenities: If an order is already in production, a full refund is not possible. Refunds are only provided if agreeable to the manufacturer, in which case an RA number will be issued. Approved refunds will be the total order amount minus shipping fees and a 15% restocking fee.
- Commercial Shade Structures: Returns or refunds are not accepted for shade structures. These items are considered custom as they are made to order and painted, cut, and sewn to customer specifications.
Commercial Grade Products with Lead Times
Many commercial items are produced upon order with lead times that may vary based on demand and material availability. After processing, you will receive an estimated shipping date via email. If a cancellation can be accommodated while an item is in production, a 25% cancellation fee will be deducted from the refund. This fee applies to items including commercial grade play equipment, park site amenities, and products with custom colors, stains, or sizes.
Returning an Order Customers may return an order under the following conditions:
- The product is unopened and returned within 30 days of the shipping date.
- The product was not manufactured upon order (e.g., custom colors or commercial grade equipment).
- Returning damaged items requires delivery pictures and a delivery receipt marked as "damaged". Lattas School Furnishings and Playgrounds is not responsible for parts that are misdirected, lost, or damaged during the return transit from the customer.
Rejecting a Shipment
A shipment may be rejected if it has been severely damaged in transit. Customers who follow shipping guidelines, provide pictures, and contact the company may be entitled to a replacement or a full refund. However, shipments rejected due to an inability to schedule delivery, unwillingness to unload curbside, or for cosmetic reasons will be refunded minus a 25% restocking fee and all incurred shipping costs.
Disputes, Chargebacks, and Fraudulent Orders
All payment disputes will be handled in the jurisdiction of Huntington, West Virginia. If the company must use outside resources to acquire payment, the customer is responsible for collection costs and attorney fees. Lattas reserves the right to pursue collection efforts or press charges for fraudulent purchases if a customer files a chargeback after the company has followed all published policies.
Exceptions and Revisions
The company may make exceptions to this policy on a case-by-case basis at its sole discretion. This Refund Policy is subject to change without prior notice.
