Claims olicy
Casartis Living Claims Process
Overview
This policy outlines the process for submitting claims for damaged, missing, or defective products received from Casartis Living.
What to Do Upon Delivery
- Inspect the shipment: Carefully inspect the shipment upon delivery, both the pallet and the individual boxes.
- Note damages on BOL: If you notice any visible damage to the packaging or product, immediately note it on the Bill of Lading (BOL) and have the driver sign it.
- Contact Casartis Living: Immediately contact Casartis Living to report the damage and begin the claims process. You can do this by phone, email, or through our online claims form.
Required Documentation for Claims
- Photos:
- Photos of any noticeable damage to the outer packaging (pallets and boxes).
- Photos of the overall product once unwrapped.
- Close-up photos of any visible damage to the product itself.
- Proof of Purchase: A copy of your invoice or order confirmation.
Claim Submission and Processing
- Submission deadline: All claims for damaged, missing, or defective products must be submitted within seven days of receiving the shipment.
- Confirmation: You will receive confirmation of your claim submission within 48 hours.
- Processing time: Allow up to 10 business days for Casartis Living to process your claim.
Resolving Your Claim
- Replacement: If the damaged or missing product is in stock, we will prioritize reshipping a replacement.
- Credit: If a replacement is unavailable, we will issue a credit to your account for the product value, applicable towards future purchases.
- Refunds: Refunds will only be issued for the product value and processed via check after the damaged or incorrect product is returned to our warehouse. Shipping charges are non-refundable.
Unauthorized Returns
A 20% restocking fee will be applied to all unauthorized returns, along with return freight costs.
Important Notes
- Discontinued and Sale Items: All sales are final on discontinued and sale items. These items are not eligible for returns or exchanges.
- Hospitality/Commercial Use: Our products are not intended for hospitality or commercial use. Using them in such settings voids any warranty.
- Original Packaging: To be eligible for return or exchange, all items must be returned in their original packaging with all hardware included.
- Return Freight Costs: Customers are responsible for covering return freight costs for authorized returns.
- Initial Shipment Charges: Shipping charges on the initial order are non-refundable.
- Missing Parts: If a part is missing, please submit a claim form with photos as proof of the missing component. We will work to ship the missing part to you as soon as possible.
Contact Us
- Phone: (404)-859-1238
- Email: support@casartis.com
For expeditious claim processing, we kindly request that you navigate to the bottom of our home page in order to initiate the claim process. Please refer to the image below for guidance.
Claim Resolution Timeframes
- Damaged product claims: 7-10 business days
- Missing product claims: 7-10 business days
- Defective product claims: 7-10 business days
