SHIPPING AND RETURNS POLICY
Our Shipping Policies
All of our merchandise is shipped in NEW, unopened boxes. All our products include any and all applicable manufacturers’ warranties.
Standard shipping occurs within 1-4 days for stock items. For all special order items, the lead time information that is listed are based on estimates from manufacturers and our own experience with receiving the product.
Standard shipping is included in all orders at no additional charge. Expedited shipping for stock items is available upon request at the customer’s expense. Expedited shipping may be available for non-stock items and will be determined on a case-by-case basis.
All items over $250 in value require a signature to confirm delivery. Please monitor the shipment to ensure that someone is able to inspect, receive, and sign for the product.
DEFECTIVE & SHIPPING DAMAGE POLICY
We realize that sometimes products are damaged in shipping or have concealed damage or defects. Should any product be damaged in shipping, we ask that if the damage is visible, delivery should be refused, and that you contact us for replacement. Should any product be received with concealed damage, please contact us for inspection, return authorization, and replacement.
The sole and exclusive remedy for merchandise alleged to be defective in workmanship or material will be the replacement of the merchandise subject to DecorativePlumbingOnline.com and the products manufacturer inspection and warranty. All items are inspected once returned to our warehouse, and if the item is found non-defective or damaged due to customer misuse you will be notified so that you may arrange re-delivery of your item.
Within 48 hours of delivery via FedEx, UPS &/or USPS, Buyer shall inspect the products for defects, non-conformance, whether due to damage, shortages, errors in shipping or otherwise, and either reject in writing or accept all or a portion of the products.
After such 48-hour period, Buyers shall be deemed to have irrevocably accepted any products not previously rejected or accepted by Seller. After acceptance, Buyer shall have no right to reject the products for any reason whatsoever or to revoke acceptance. Buyer hereby agrees that such 48 hour period is a reasonable amount of time for such inspection, acceptance or rejection. In the event a product is damaged by an installer or improperly installed, DecorativePlumbingOnline.com is not responsible for any damage to the product or surrounding area and no refund will be issue.
FOR DELIVERIES FROM FREIGHT COMPANIES
It is your responsibility to ensure that this product has not been damaged during shipping. All items received via Freight companies must be inspected within 48 hours. We cannot honor any claims for damages after 48 hours. If there is obvious damage to the unit, refuse it and immediately notify us at 855-570-9750.
You must notate on the Bill of Lading that the refusal is due to shipping damage. Remove the packaging and inspect the contents for any physical damage in the presence of the driver. If there is any damage, visible or not, you must indicate such on the delivery receipt. You should always note on the Bill of Lading: "MERCHANDISE SUBJECT TO INSPECTION". If the merchandise is accepted, content(s) inspection must be done immediately. Should concealed damage be found, contact us and the delivering carrier immediately.
When you sign the delivery ticket and do not note any damage, or follow the instructions above, the unit becomes your property. We will not be responsible for any freight claims or refunds and there is no further action that can be taken on your behalf.
SPECIAL ORDER ITEMS
Non-stock items will be noted on the product detail page and will include an order note that provides an estimated lead time or statement that the product is not regularly stocked.
Any item indicated as a SPECIAL ORDER will be shipped as soon as possible, however this could mean as much as 3 - 4 weeks or long, depending on the items. Most special orders will usually be shipped sooner, however, we cannot guarantee lead times for SPECIAL ORDER items.
OUR RETURN POLICIES
30 Day Returns / Exchanges:
Within 30 days of receipt of your shipment, you may return or exchange any product in its original packaging and in 100% sellable condition for a full refund, less shipping charges and a restocking fee. A 35% restocking fee will be charged on SPECIAL ORDER products and a 5% restocking fee will apply to all stock orders that are returned. Defective merchandise is not subject to restocking fees, so long as the defective product is exchanged for a replacement. If you receive the wrong items, they must be reported to us within 48 hours from the time of delivery.
Excluded Products
The following products are excluded from our return policy and no returns, refunds or exchanges will be made unless damaged in shipping or defective:
- Any product shipped via LTL (truck/freight)
- Any Granite Sinks
- All Noritz Heaters and Combi Units
- All Honeywell & Robertshaw products
- InSinkErator 77536 CCPA-OO Cover Control Adapter
- Toilet Seats
- Electrical products
No products will be accepted for return more than 30 days after date of purchase. No exceptions. Manufacturer will not accept returns past this date.
We are not able to accept returns on damaged merchandise that was not inspected by the customer at the time of original delivery. If a shipment is damaged, the customer should refuse the delivery. If the customer does sign for a damaged delivery it is the customer's responsibility to file a claim with the shipping company to recoup any damages.
To return any product you must obtain an RGA (Return Goods Authorization) number. To obtain an RGA number and return instructions, please call our customer service department at 1-855-570-9750 or e-mail to sales@DecorativePlumbingOnline.com. Requests for returns are generally processed within 3-5 business days and you will receive return instructions along with your RGA number. Customers are responsible for paying to ship the product that they are returning to our warehouse.
You can expect a refund in the same form of payment originally used for purchase within approximately 10-20 days of our receiving your return and inspecting the merchandise. All returns and exchanges will be credited less restocking and shipping costs. (*Note: DecorativePlumbingOnline.com is not responsible for return shipping costs on general returns.) If you have not received a credit and it has been longer than 30 days, please give our customer service department a call at 1-855-570-9750.
If a customer returns a product to us without an RGA number or without setting up a return with us first, no credit or refund will be issued.
DecorativePlumbingOnline.com is not responsible for return shipping costs on general returns.
To obtain credit, returned product returns must:
Have a valid RGA (Return Goods Authorization) number.
Have ALL original packaging.
Not have packaging that is written on or defaced in any way.
Be sent back to the correct warehouse.
Not have been installed and is in 100% resalable condition.
It is suggested that you repack product in larger box to avoid damage in shipping.
Wrong Products Received
If you are shipped a different product than you ordered, please email or call us at 1-855-570-9750 within 48 hours of receiving the product. We will provide an RGA number and instructions on how and where to ship it back. We will pay for the freight back and ship the correct product freight free of charge.
Defective Merchandise
It is important that you inspect your shipment thoroughly before accepting and signing for your merchandise; after you sign for the merchandise you are responsible for filing all claims with the shipper. Do not assume that your product is not damaged just because the box and packaging is intact. You must check for both internal and external damage before you accept delivery. If you notice your product is damaged, refuse the package and note the damage on the bill of lading. Please call our customer service department immediately at 1-855-570-9750 and inform us of the damage. After you sign for the package you are responsible for damages. Please make sure that you inspect all packages before you sign for them.
Obvious or Concealed Freight Damage
If you receive a shipment from an order that you placed with DecorativePlumbingOnline.com with obvious or concealed freight damage, refuse the shipment and note the damage on the bill of lading. We will then order and ship a replacement for you. We will charge you for the replacement at the originally quoted price and credit you upon the return of the original. If you sign for the shipment without reporting any damage you are responsible for all damages and must make any claims with the shipper. Please make sure that you inspect all packages before you sign for them.
If you fail to report concealed or obvious freight damage to the carrier prior to signing for the shipment, neither you nor we have any recourse.
Send an e-mail to sales@decorativeplumbingonline.com