Damaged Product and Credit Claims Policy

DAMAGED PRODUCT & CREDIT CLAIM POLICY

 

Elements International Group LLC has set procedures to help resolve damaged or defective product claim. Please review each section to ensure full understanding of guidelines and expectations to resolve a product issue.

PRODUCT PARTS

Prior to fulfilling a product replacement or credit, if applicable, Elements will FIRST provide spare parts to resolve any defects or damages. The part will be shipped to your location via ground service. Fees may apply for shipping if product was damaged or lost by the customer. To expedite resolution, Part Requests are processed and shipped within 2-3 business days.

Please send your Part Request to parts@elementsgrp.com or fax to 972-692-7473.

When submitting a Part Request please include:

• Elements SKU Number or Set Name and Item Description

• Part that is needed

• Physical ship to address, contact name and phone number

* Elements can obtain certain Upholstery Parts such as mechanisms, legs, and cables, however, photo documentation may be required in

order to process.

When submitting a Part Request please note:

• Elements does not provide repair services

• If you request credit for shop time, you must submit detailed

documentation to chargebacks@elementsgrp.com.

• Elements is not required to pay for delivery or pick up fees

If a part cannot repair an item, a credit or replacement may be requested by following the Elements' Credit or Replacement Request Procedures.

CREDIT OR REPLACEMENT REQUEST PROCEDURES

It is REQUIRED for all customers to follow the below procedures for consideration of a replacement or credit. If the below is not provided when applying for credit/replacement then the coverage for damaged product lies with the retail purchaser.

Shortage Claims must be reported within 7 calendar days of receipt of goods

Carrier Claims must be reported within 7 calendar days of receipt of goods

Damage Claims must be reported within 30 calendar days of receipt of goods

ALL below items MUST be completed and submitted together before a claim can be reviewed properly for processing.

1. Replacement or Credit Authorization Form or written documentation providing detailed information on Credit or Replacement

2. Photos of damaged product(s); must be visible and clear

3. Proof of Delivery where damage is notated by customer and/or carrier driver

4. Elements does not permit Return Authorizations (RAs); however Elements approves one of the below options:

* Donation of damaged/defective items. Elements will need Donation Receipt PRIOR to processing a Credit or Replacement

* Disposal of damaged/defective items. Elements will need Disposal Receipt PRIOR to processing a Credit or Replacement

If your order was shipped by your carrier and under your account, Elements will NOT be responsible for filing a claim with your carrier if products are damaged in transit. Elements will send you replacement items, however you will still be charged for the merchandise.

If Elements schedules your order with a carrier and charges you freight, Elements will then be responsible for filing a claim with the carrier if products are damaged in transit. To consider a claim of this nature, it is mandatory for your receiving department to mark on the carrier's copy of the Proof of Delivery (POD) stating that the product was received damaged.

Authorization form, photos and Proof of Delivery need to be emailed to chargebacks@elementsgrp.com. The appropriate Elements representative will carefully review the request and make a determination on the appropriate resolution within 1-2 Business Days.

Elements International will pay within ONE YEAR from the original date of purchase, reasonable service and labor rates, that do not exceed 50% of the original sale price, to repair defective parts or replace parts at no charge to the original RETAIL purchaser.

Elements appreciates your business and your cooperation with the above procedures.


2020 Industrial Boulevard

Rockwall, TX 75087

www.elementsgrp.com


Elements
International

Locations & Directions

Elements International

2020 Industrial Blvd.

Rockwall, TX 75087


Phone: 877-575-3888


Get Directions

  • © Elements International
  • Design and Development: MicroD Inc.
  • Website Powered by ePiphany

Elements International offers a wide selection of quality bedroom furniture ranging in every style from traditional to contemporary. In addition to an extraordinary bedroom line up, we also carry popular and fashionable styles in upholstery, electric fireplaces, and youth bedroom furniture. With a distribution/customer service center located in Rockwall, TX, we are able to offer unbeatable, top of the line service and support. Make Elements your furniture supplier today!