Damage & Returns

 

  • In the case of a defective (not damaged in shipping) we will provide a replacement at our expense.  This is provided so long as the product defect is reported to us within 10 days of delivery.  Claims made after the 10 day grace period will not be accepted under this section and will be treated as an ordinary return.
    • Defects must be reported within the 10 day grace period.  If you do not intend to use the item immediately, please inspect it upon receipt and examine it for possible defects.
    • Please report any defect by email to sales@hartert-russell-home.com or by phone at (615) 386.0020.
    • Ordinary returns are returns whose defect claim was not reported within the 10 days from delivery grace period.  Ordinary returns must be completed within 30 days of delivery.  A Return Material Authorization (RMA) is required for this type of return.  All original goods and shipping contents must be returned in their original packaging; including manuals, warranty cards etc.  BOTH the goods and the packaging must be in re-saleable condition otherwise we cannot accept the return.  Customer agrees to pay freight for the return.  Credits are less the original shipping charges incurred for the original shipment.  The restocking fee will be waived in the events of exchange or replacement of equal or greater value.  Otherwise, you may elect to choose a full store credit or a refund less a 20% restocking fee. The initial shipping charges are not refundable.
      • No item with an MSRP of $50 or less may be returned, regardless of manufacturer.
      • No item designated as “make-to-order” may be returned.
    • Damage returns are returns based on shipping damages.  Shipping damage is normally rate, but when it occurs we have procedures to help resolve the situation.
      • Inspect goods upon receipt even if you do not intend to use them until a later point in time.
        • When a signature is not required you must notify us of shipping damage within the 10 day window.
        • When a signature is required for delivery inspect you may write “Uninspected – Possible Damage” above or near your signature.
  • In the event of shipping damage notify us as soon as possible, but within 10 days of delivery.  After that time no damage claims may be filed with the shipping carrier.  If you wait until after this period no claim can be made which means that the return will not be accepted, neither will we be able to provide a replacement or refund.
  • Contact us via the contact information above.
  • We will help with claims from UPS and Fedex.