How do I return an item?

WOOD VENEER WALLCOVERING RETURN POLICY

Please Note: Do to the natural qualities of wood and restocking issues involved, we cannot accept returns or exchanges unless the wood veneer has been damaged in transit or is defective. Exchanges of wood veneer damaged in transit or that is defective can only be exchanged for wood veneer of the same species originally purchased. Please note the following :

We are not responsible for any labor charges of the installation under any circumstances.

  • It is the customer’s responsibility to do a quick visual check of the material when it is received.
    • In many instances material packaging may be damaged in transit.It does not mean that the material has been damaged and needs to be replaced.
      • Material must be completely inspected prior to our agreeing that the material is damaged and issuing a replacement order.
    • If a customer accepts material that has been damaged in transit and does not notify the carrier upon delivery, they may have lost their opportunity to make a claim for the material damage. In the event that the material is damaged in transit, the customer should refuse the material and contact Urban Wallcovering immediately.

Defective Wallcovering

  • It is the customer’s responsibility to inspect the quality of the material supplied within 30 days of shipment.
    • If the customer inspects the material 30 days or more after the original ship date and they find it to be defective, they have lost their opportunity to file a claim.
  • It is the customer’s responsibility to inspect the quality of the material prior to installing it.
      • If the customer notices a defect at this point, they must immediately stop and contact Urban Wallcovering.
        • This is the only time that it is acceptable for the customer to make a claim.
        • If the material has been installed, the customer has lost their opportunity to file a claim.
  • Urban Wallcovering can not be responsible for any labor charges due to a defective material being installed.
  • If all of the above criteria have been met and the client feels that they have defective material, the claim should be called into Urban Wallcovering.



STANDARD RETURN POLICY

Our return policy is as follows-

We are not responsible for any labor charges of the installation under any circumstances.

Not every item is returnable

    • Items that are imported are generally non-returnable
  • The item in question must have shipped within 30 days of the return request
  • An item that is sold in yards can only be returned if a full bolt (30-50yrds) is being returned.
  • In many cases, items that are sold by the roll can only be returned if a full case is being returned.
  • Our standard restocking fee is 50%
    • A restocking fee can not be reduced unless the relationship has been evaluated by the appropriate sales manager and the sales manager feels that there is a valid reason.
  • The customer is responsible for sending the material back at their expense
    • If the customer requires us to pick up the material, the freight and a 50% freight surcharge will be deducted from the credit that is given to the customer.
  • A return of $2500.00 or more requires approval
  • When the RA is 10 days old the customer will receive a final notice of RA expiration
  • When the RA is 15 days old the customer will receive a notice that the RA has expired.
  • After the RA has expired, if the customer would still like to return the material it is subject to all of the RA terms above.
    • If it is now beyond 30 days from the ship date of the material, it is no longer returnable regardless of whether the customer requested an RA previously

Lost wallcovering

Although there are times when packages are delayed in transit, a package is not considered lost unless 7 business days from time of shipment have passed. Therefore, Urban Wallcovering will not issue a replacement order until that time has passed.

If a customer requires material prior to the passing of 7 business days, that replacement order is treated as a new order. It is subject to all of the credit terms and policies that the original order was subject to. Any freight charges incurred as a result of this order are the customer’s responsibility. In the event that both shipments are delivered, the duplicate shipment is treated as a customer return and is subject to the return policies listed above.

If after 7 business days the material does not arrive on site, Urban Wallcovering will issue a replacement order. Freight charges on this order are the customer’s responsibly. Credit will ultimately be issued against the original order and will include the freight charges that were originally billed to the customer.

Urban Wallcovering takes no responsibility for material that is shipped using the customer’s shipping company or account number. If a shipment that is shipped in this manner is lost, the customer must file their own claim for the lost material. Any replacement order will be treated as a new order and will ship at the client’s expense.

Material Damaged in Transit

  • It is the customer’s responsibility to do a quick visual check of the material when it is received.
    • In many instances material packaging may be damaged in transit. It does not mean that the material has been damaged and needs to be replaced.
      • Material must be completely inspected prior to our agreeing that the material is damaged and issuing a replacement order.
    • If a customer accepts material that has been damaged in transit and does not notify the carrier upon delivery, they may have lost their opportunity to make a claim for the material damage. In the event that the material is damaged in transit, the customer should refuse the material and contact Urban Wallcovering immediately.

Defective Wallcovering

  • It is the customer’s responsibility to inspect the quality of the material to insure proper material has been supplied and is free of defects within 30 days of shipment.
    • If the customer inspects the material 30 days or more after the original ship date and they find it to be defective, they may have lost their opportunity to file a claim.
  • It is the customer’s responsibility to inspect the quality of the material prior to installing it.
  • Material of the same pattern from separate dye lots is not defective. We are not responsible for color variations within the same pattern per separate dye lots.
    • It is standard practice in the wallcovering industry for an installer to hang three strips and inspect the material.
      • If the customer notices a defect at this point, or at any point in the installation, they must immediately stop installation and contact Urban Wallcovering.
        • This is the only time that it is acceptable for the customer to make a claim.
        • If the material has been installed, the customer has lost their opportunity to file a claim.
  • Urban Wallcovering can not be responsible in any way for any labor charges due to defective and or wrong material being installed.
  • If all of the above criteria have been met and the client feels that they have defective material, the claim should be called into Urban Wallcovering.