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Our Policies

Welcome to Second Gaze Restorations! We are committed to providing you with exceptional furniture refinishing services that use only the highest quality, environmentally friendly products. Please take a moment to review our policies.

Our Commitment to Quality and Customer Service:

Craftsmanship: We take pride in our meticulous attention to detail and strive for excellence in every project. Our experienced refinishers are dedicated to restoring and enhancing the beauty of your furniture.
Customer Satisfaction: Your satisfaction is our top priority. We are committed to open communication, transparency, and addressing any concerns you may have throughout the refinishing process.
Consultation and Communication: We provide thorough consultations to understand your vision and preferences. We will keep you informed of our progress and address any questions promptly.
Environmentally Friendly Products: We exclusively use high-quality, low- or no-VOC (volatile organic compounds) products. This ensures a safe and healthy environment for your home and our team. We are committed to sustainable practices.
Project Timelines: We will provide estimated project timelines and strive to complete projects within the agreed-upon timeframe. However, unforeseen circumstances may occasionally cause delays, such as weather. We will communicate any changes promptly.1
Photo Documentation: We take photos before, during, and after the refinishing process to document the work and ensure quality control.
Photo Usage: Zeita Rutledge, CEO of Second Gaze Restorations, may use photos of projects, furniture, and work order items for business and website purposes or Social Media.

No Refund Policy:

Due to the custom nature of our refinishing services, we maintain a strict no-refund policy.
We will work diligently to ensure your complete satisfaction with the finished product.
Any concerns or issues with the completed project must be reported within 3 days of delivery or pickup. We will assess the situation and, if necessary, provide corrective measures to address any legitimate issues due to our workmanship.
Any damages that occur after the item has left our care are the customer's sole responsibility.

Payment:

A 50% deposit is required to secure your project and purchase necessary materials.
The remaining balance is due upon completion and before delivery or pickup.
We accept Visa, Master Card, AMEX, Discover, and Zelle.

Pickup and Delivery:

Scheduling:

Schedule appointments in advance via email (zeita@secondgazerestorations.com).
Availability depends on the delivery schedule; confirmation will be emailed.

Time and Date:

A 4-hour delivery window will be provided.
Customers will be contacted 30 minutes to 2 hours before arrival; delays will be communicated.
Rescheduling requires at least 2 hours' notice; a fee may apply if rescheduled within 1 hour.

Pick-Up Procedures:

Furniture must be prepared as discussed; the team does not disassemble unless agreed.
A clear pathway is required for furniture removal.

Delivery Procedures:

Ensure clear access for delivery; furniture will be placed as instructed.
Assembly services are available for an extra fee if scheduled in advance.
Inspect furniture upon arrival and report damages immediately.
The customer is responsible for ensuring that the furniture will fit into the desired location.

Fees:

Delivery and pick-up fees depend on distance, size, and number of items.
A $50 fee applies for last-minute rescheduling; missed appointments incur a $100 redelivery fee.
Payment is due upon scheduling and is accepted via major credit cards or Zelle.

Liability:

While we take the utmost care in handling your furniture, we are not responsible for pre-existing damages or structural issues that may become apparent during the refinishing process.
Customers must ensure pathways are wide enough for furniture.

Contact Information:

Questions or concerns can be directed to 216-282-7560 or zeita@secondgazerestorations.com.

Changes to Policies:

We reserve the right to modify these policies at any time. Any changes will be posted on our website.