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SECTION 5: SHOR-LINE CUSTOMER INFORMATION
I. FREIGHT CLAIM & PRODUCT RECOVERY POLICY
Shor-Line does not abandon our commitment to customer
satisfaction when products are in transition to your office.
If merchandise is received damaged, defective, or shorted and:
•
A Shor-Line freight carrier is responsible, we’ll replace or fix
the merchandise to your satisfaction and manage the freight
claim process.
•
You chose an alternative carrier, we’ll gladly provide support
and guidance but you are responsible for product repair or
replacement, as well as, managing cost recovery efforts.
To recover product(s) and cost, a claimant must prove that
freight was damaged or short when delivered at your receiving
area. To improve the quality of claims, we offer best practices in
RECEIVING AND INSPECTING SHIPMENTS.
At a minimum, if problems exist with your shipment:
•
Describe the damage or shortage on delivery receipt.
•
Do not move damaged merchandise, its container, or its
inner packing material from the location you discovered
damage or shortage.
•
Do not use damaged merchandise (if using, then stop).
•
Call Shor-Line’s Technical Service Department immediately.
Important:
•
After fifteen (15) calendar days of receipt of merchandise,
this policy becomes void.
•
Failure to apply our instructions described in RECEIVING
AND INSPECTING SHIPMENTS may result in you owning
damaged products.
II. CUSTOMER SATISFACTION POLICY
If you are not fully satisfied with our product or your purchase
decision, Shor-Line will replace the product or credit your
account (excluding shipping and handling costs). We do
require you:
•
Within fifteen (15) calendar days of receipt of the product, to
notify our Technical Service Department.
•
To express in writing why you are not fully satisfied.
•
Within thirty (30) calendar days, to return our product to
Shor-Line in satisfactory condition and in compliance with
our PRODUCT RETURN POLICY.
Important:
•
This policy
does not apply to
specially designed,
discontinued, used, factory second, or repaired products.
•
After fifteen (15) calendar days of receipt of our product, this
policy becomes void. Check our LIMITED WARRANTY if
product quality lessens over time.
•
Shor-Line’s obligation is limited to providing the applicable
credit, which will be processed only after the receipt of the
returned product.
III. PRODUCT RETURN POLICY
There are several reasons why products are returned to Shor-
Line, namely repairs, replacements, and credit.
1.
It is our policy to only pay freight for:
•
IN-WARRANTY SERVICE (if product repair or replacement
is justified).
•
Replacement of product is requested pursuant to:
CUSTOMER SATISFACTION POLICY (Note: not applicable
if credit is requested).
Important:
•
Shor-Line will only pay for standard surface/ground shipping.
A customer must pay for overnight delivery or other special
requirements to expedite delivery.
2.
If merchandise is damaged during transit AND a Shor-Line
freight carrier was responsible, it is our policy to invoice our
carrier for subsequent shipping costs.
If customer selected an alternative freight carrier who was
responsible, Shor-Line will not be responsible for any costs
related to product return or subsequent shipping.
Refer to RECEIVING AND INSPECTING SHIPMENTS for
terms, conditions, and procedures.
Please notify us of any return prior to shipping and obtain an
RMA (next page).
3.
The customer is responsible to pay freight for all other types
of returns (out-of-warranty service, return for credit, etc.).
•
Please
notify us
of any return prior to shipping and obtain
an RMA (next page).
•
We recommend that you insure the shipment.
Regardless of circumstances or carrier, Shor-Line is not
responsible for damages during in-bound shipment.
•
If your return / repair shipment is received in damaged
condition or shorted, we will notify you immediately. You will
need to notify the carrier and initiate a claim inspection.
Shor-Line will provide assistance, as necessary, to support
your claim.
4.
All products returned for credit or returned without being
replaced or repaired are subject to a minimum 15%
restocking charge.
5.
Products are to be returned only to the address provided on
RMA form (next page).
Contact SHOR-LINE at (800)444-1579 or (913)281-1500.
If in the United Kingdom phone +44(0) 1446 77 20 41.
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