Warranty Guide

www.DreamLine.comTel: 866.731.8378 Fax: [phone]
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www.DreamLine.com Tel: [phone] Fax: [phone]
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PRODUCT RETURNS AND CANCELLATIONS
Please be sure that all orders are complete and accurate before placing them with
DreamLine, Returning merchandise of this nature and size is very costly for all parties
involved. End users should keep all original packing material, boxes, and documentation
in the event that merchandise needs to be returned. Certain items may not be returned
for credit. These items include: custom products, special orders, and items for display
(displays). Return are only authorized for products which are still available in the most
current DreamLine price list (not discontinued or announced to be discontinued).
PRODUCT RETURNS WILL NOT BE ACCEPTED AFTER THIRTY (30) DAYS FROM
DELIVERY. Any credits issued by DreamLine to the dealer will be in the form of a
credit memo only.
A Return Merchandise Authorization (RMA) number is required from DreamLine in
order to receive a credit. RMA requests may be completed on-line via DreamLine dealer
web portal at dealerweb.DreamLine.com. An RMA number must be obtained within
thirty (30) days from date of product delivery. The RMA number is valid for seven (7)
business days. DreamLine will not accept any returns unless an approved RMA number
is clearly indicated on the returning shipment. Returning items should be sent back the
same way they arrived (pallet, boxes, corners, etc.).
Upon receipt of shipment, DreamLine will inspect the condition of the package within
seven (7) business days. DreamLine reserves the right to partially or wholly accept or
deny any return. Any approved credit issued to the dealer’s account will be adjusted
by a $25 RMA processing fee, return shipping charges (unless the item was sent on
dealer’s freight account) and a minimum 25% restock fee.
To receive a credit the following conditions must be met:
• All returned merchandise must be accompanied by a DreamLine issued RMA
number. Returning shipments not clearly marked with an approved RMA
number will not be accepted.
• End-user is responsible for repackaging and return transportation. DreamLine
is not responsible for lost freight or damages caused by the shipper on returned
merchandise. All claims must be made by end-user through the shipping party.
• All returned merchandise must be in original packaging, new and acceptable
condition for product resale with no signs of wear or damage – not previously
installed or used for display.
• No refund will be given if the product arrives broken, used or damaged. There
cannot be any damage to or writing on the packaging of the item(s) being
returned.
• PRODUCT RETURNS WILL NOT BE ACCEPTED AFTER THIRTY (30) DAYS
FROM DELIVERY.
business days after delivery. DreamLine will not accept any "damage or loss" reports
after (3) business days past delivery date. DreamLine will not be able to assist with
any freight claims, provide replacement or credit after this period of time has passed.
After the (3) business day grace period has passed, the customer will be charged for
shipping and/or parts missing or damaged. Any external evidence of damage or loss
that occurred during transit, considered “visible damage or loss”, must be noted on
the BOL and signed by the carrier’s agent (driver). Customers should not accept any
shipment that has apparent damage until the customer and carrier’s agent notes and
acknowledges such damage in writing on the BOL. Failure to adequately describe the
visible loss or damage could result in the carriers’ refusing to honor the freight claim.
If the recipient is not given ample time by the freight carrier’s agent to fully inspect
all items or there is doubt that the items are not damaged - the client should note
“POSSIBLE DAMAGE - SUBJECT TO INSPECTION” on the BOL. Unless visible damage
is properly noted in writing (as described herein) - DreamLine will not be able to assist
with any freight claim, or provide replacement or credit.
Concealed Damage or Loss: Any damage that occurred during transit that was not
visible at the time of delivery is considered “concealed damage or loss”. It is possible
to damage the contents of a box without damaging the outside of that box. If such
a situation occurs, it is important to contact DreamLine immediately for instructions.
If a claim is to be led, it is important for the recipient to save the box and all other
packaging that the damaged merchandise arrived in, to be inspected by the freight
carrier. The recipient must open all received boxes and inspect products for
concealed damage within three (3) business days after delivery. DreamLine will not
be able to accept any “concealed damage or loss” reports after three (3) business
days past delivery date. DreamLine will not be able to assist with any freight claims,
provide replacement or credit after this period of time has passed.
Lost in Transit: Prior to signing for the shipment, the recipient must note any missing
boxes or packages. The BOL provided to the recipient on delivery will indicate the total
number of pallets and/or boxes in the original shipment. Any discrepancy with the
actual count must be clearly noted on the BOL. If such a note is not made and part of
the shipment is missing, DreamLine will not be able to assist the dealer or recipient in
either the recovery of or compensation for any missing freight.
Additional Freight Charges: Any additional freight carrier fees or charges such as
expedited shipping, re-delivery, special notication, inside delivery or any other
“additional” service(s) are the responsibility of the dealer and/or dealer’s client. If such
services are requested by the dealer, end consumer or recipient of fright (acting as
an agent on the consumer’s behalf) are billed to DreamLine, all such fees will be re-
billed by DreamLine to the dealer. If the freight carrier is unable to deliver freight due to
problems contacting the dealer’s client (recipient) or setting up delivery appointment,
re-delivery and/or storage fees may be assessed by the freight carrier. All re-delivery
and/or storage fees are the responsibility of the dealer and/or dealer’s client (recipient)
and will be billed to the dealer. Additional charges will apply to special delivery
areas which may include metropolitan delivery addresses (such as Manhattan for
example), island areas with limited access or any other remote or limited access
locations. These charges are the responsibility of the dealer or and/or dealer’s client
(recipient). Special shipping and handling quotes are required for Alaska, Hawaii, Puerto
Rico, Virgin Islands, Canada and all International shipments.