1. Delivery Inspection
Everlasting Decors thoroughly inspects all products and packaging prior to shipping and warrants that both the product and packaging are undamaged when leaving our facilities.
Before you accept any freight products, look for any indication of damage or tampering to the packaging of your shipment and make note of it on the delivery receipt (also called a Bill of Lading). If the packaging shows any evidence of a problem, truck drivers are able to wait up to 15 minutes while you break the shrink wrap or open the box and/or crate and inspect individual items for any damage and make sure the correct amount of pieces were delivered.
If there are any damages to the product itself note this on the BOL and do not accept the delivery. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT gaurantee any compensation for damages. By signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable condition. You become the legal owner of the product and we can not file a damage claim; you will be responsible for filing a claim. This is the standard procedure by all Freight companies and is the standard with all of our competition.
If any item is clearly damaged or missing, or if you have any doubt about any item being damaged or missing, you MUST do the following:
In the event that only the outer packaging is damaged and you accept the delivery and signed for it, we would appreciate knowing about it so that we can monitor the performance of our freight contractors. We guarantee that your order leaves our facility in excellent shape and the packaging is sufficient to protect your order and is undamaged. If your order does not arrive to you in the same condition as it left us, we want to know about it. We take great care in creating a unique piece for your home and we want to make sure it arrives to you with the same careful consideration from our freight contractors.
We want to make sure you are happy and satisfied with your order from us. Please be sure to keep all of your paperwork as we may need copies for the freight claim. We will be happy to handle the claim on your behalf and ship out a new order to you ASAP.
2. Return Policy (other than damaged in transit or Mfg defect)
If you are not completely satisfied with this product, you have 7 days from receipt of product to contact customer service for a Return Authorization (RA#) number which must be issued to return the product. If the return is authorized, the return merchandise must be returned in new and re-salable condition including, but not limited to: all original packaging, packaging materials, cartons, documentation, registration and warranty materials. All tags must be attached with no sign of removal. You must ship the products in their original packaging. A 15% restocking fee will be charged if the item is returned for reasons other than manufacturer’s defects or warranty claims. Original shipping costs are non-refundable. Refunds will be applied to the same form of payment used to place your order, 2 to 3 business days after we receive your return.
You, the customer, are responsible for paying the shipping costs to return the product and insuring the shipment for the full amount of the invoice. The returned product must be packed in the original box with sufficient packaging material and marked with the RA#. It is your responsibility to package the items so they do not get damaged during transit. Items damaged due to improper packaging during return shipping will not be replaced or refunded.
The only time you are not responsible for shipping charges is if the item was damaged in transit to you as stated above in “Delivery Inspection” or falls under the warranty section.
*Please Note: Custom orders or alterations cannot be returned.
Please contact us if you have any questions about your order.