Transparency matters to us
Returns & Policies
We want you to shop with confidence. Here's exactly what to expect — before, during, and after your purchase.
We aim to be upfront about everything — lead times, return windows, restocking fees, all of it. No surprises, no fine print buried where you can't find it.
If you ever have a question before or after your purchase, we're always a call or email away.
Inspection & damage reporting
Two simple rules for reporting damage
48 hours
Anything that is not a boxed lighting item
Furniture, accessories, floor stock, and any item you can inspect at or shortly after pickup — you have 48 hours from pickup or delivery to report any damage with photographs. For white-glove delivery, damage must be noted before the delivery team leaves.
14 days
Boxed lighting items
Because lighting requires a licensed electrician to install, you have 14 days from pickup to get it installed, inspect it, and report any damage with photographs. At pickup, our team photographs the box and notes its condition — and you'll sign a confirmation acknowledging the box condition at that time.
Claims submitted outside the applicable window may be denied due to vendor and manufacturer timelines. When in doubt, photograph everything and reach out to us right away.
How to report damage
Follow these steps for your claim to be considered
Returns & credits
What can be returned and what can't
| Item type | Return window | Details |
|---|---|---|
| Floor stock — full retail | 7 days from purchase | Full refund minus 3% credit card processing fee if paid by card. No fee for check or ACH. Item must be in original, unused condition. |
| Floor stock — sale or clearance | — | Final sale. No returns |
| Boxed lighting — special order | 14 days from pickup | Subject to a 25% restocking fee plus customer-paid return freight to the manufacturer. Item must be undamaged, wires uncut, in original packaging. Store credit only issued after vendor approval, typically 2–3 weeks. |
| Custom & made-to-order | — | Final sale. No returns Eligible for replacement only if damage is reported within the applicable inspection window. |
A note on lighting returns we think you should know: Almost all of our lighting is special order. If you change your mind after receiving it, the 25% restocking fee plus return freight means you may only recover 20–30% of what you originally paid.
This is exactly why we offer a complimentary 30-minute consult before you purchase. Our team can help you feel confident in your selection before it's ordered — saving you time, money, and stress. Learn about our consult services →
We're here to help
Questions about your order?
Reach out before, during, or after your purchase — we'd rather talk it through than have you feel uncertain about anything.
Last Updated and Effective Date: May 21, 2025
Terms and Conditions - Brooke's On Main (BOM)
Effective Date: 5-21-25
Welcome to Brooke’s On Main. By accessing or using www.brookesonmain.com (the "Website"), you agree to comply with and be bound by the following Terms and Conditions (the "Agreement"). If you do not agree, please refrain from using the Website. This Agreement incorporates our Privacy Policy and Disclaimer by reference and is governed by the laws of Tennessee, USA.
Quick Reference Sections:
- Sales Terms
- Payment Terms
- Shipping & Delivery
- Receiving & Damages
- Returns & Cancellations
- Warranty & Liability
- Client Responsibilities
- Legal Terms & Governing Law
1. Sales Terms
- Orders are subject to approval by BOM upon submission.
- Once approved, BOM will confirm product availability and standard lead times within 24 hours.
- If stock is available and lead times are normal, the sale is automatically authorized without requiring additional consent from the buyer.
- If any item requires extended lead times beyond standard expectations, BOM will notify the customer within 24 hours, at which point the customer may choose to proceed or cancel the order.
- Prices may change without notice.
- We reserve the right to refuse service or cancel orders at our discretion.
2. Payment Terms
- Payment is due at time of purchase unless credit terms are pre-approved.
- Accepted methods: major credit cards, checks (submitted in person or by mail), and ACH payments.
- Orders paid by check will be processed only after the check has cleared and funds have been verified as legitimate.
- Returned or fraudulent checks incur a $35 fee and may result in order cancellation and account review.
3. Shipping and Delivery
- All items ship free to Brooke’s On Main.
- If a brand offers drop shipping, it will be delivered free of charge to the customer's threshold—this means to the front door or equivalent entry point, similar to standard delivery services (e.g., UPS, FedEx). This does not include bringing the item inside the home. Customers will be notified of any additional shipping requirements before we process their order, and can expect to receive confirmation within 24 hours of submitting their order.
- Delivery timelines are estimated, and we do our very best to communicate any changes better than any other vendor would. We check for updates daily, and customers will be notified at least every 10 days on delivery timelines to help them prepare accordingly.
- BOM partners with insured third-party delivery services who are solely liable for the condition of items during transit and final delivery.
- If third-party delivery is required, the customer may choose to coordinate delivery independently or pick up the item at Brooke’s On Main within three (3) days of arrival.
4. Receiving and Damages
- Customers who pick up items that have been opened or inspected at the time of pickup acknowledge that the item has been accepted in good condition and BOM is not liable for any damage incurred after it leaves the premises.
- If the item remains boxed or completely concealed at pickup, it is the customer’s responsibility to transport it home, unbox it within 48 hours, and inspect it fully. We require customers to photograph the box upon arrival to their home and document any concealed damage at the time of inspection.
- Customers receiving home delivery must inspect all goods upon arrival and document any visible damage on the freight bill. BOM must also be notified on the day of delivery so that appropriate next steps can be taken promptly.
- Any concealed damage must also be reported within 5 business days.
5. Returns and Cancellations
- Items purchased on the floor are eligible for return within 7 business days of purchase, provided they are in original packaging and show no visible signs of use. These returns are eligible for a full refund, less a 5% credit card processing fee.
- Lighting is eligible for return within 7 business days of receipt. Returns are subject to a 25% restocking fee and must be undamaged, with wires uncut, and in the original packaging.
- No returns on custom, special order, or clearance items.
6. Warranty and Liability
- Covered under manufacturer warranties.
- BOM is not liable for installation fees or indirect damages.
7. Client Responsibilities
- Confirm all specs, details, and lead times in advance.
- Unauthorized installation or product modification voids warranty.
8. Legal Terms & Governing Law
- These terms follow Tennessee state laws.
- For disputes, please contact us at support@brookesonmain.com. Arbitration may apply.
Questions? Brooke’s On Main Mount Juliet, TN
support@brookesonmain.com
(615) 288-3958
Thank you for choosing Brooke’s On Main.
I. LEGAL INFORMATION
These Terms and Conditions are governed by the laws of Tennessee, USA. Disputes arising under these terms are subject to arbitration, where applicable. For any legal matters, contact support@brookesonmain.com.
II. LIMITATION OF LIABILITY
Brooke's On Main is not liable for indirect damages, installation fees, or damage incurred after pickup or delivery if not reported within the specified timeframes. Liability during transit lies with the
insured third-party delivery service partners.
III. INACCURACIES
Prices and product availability may change without notice. Lead times are estimated and subject to change; BOM commits to notifying customers of any delays. While we strive for accuracy, errors in pricing or product descriptions may occur and BOM reserves the right to correct them.
IV. INDEMNIFICATION
By using the website or purchasing from Brooke's On Main, customers agree to hold BOM harmless from any claims arising from improper installation, unauthorized product modification, or use inconsistent with provided specifications.
V. CORRESPONDENCE
Customers are notified of delivery status updates at least every 10 days. All communication regarding concealed damage or delivery issues must be reported promptly as outlined in the Receiving & Damages section.
VI. CONTACT US
Brooke's On Main
1003 Meb Court, Suite 400, Mount Juliet, TN
Email: support@brookesonmain.com
Phone: (615) 288-3958