We stand by the quality of the products we sell. While rare, damage and defects do occur occasionally.
Check the item upon delivery. If you need to store your items for an extended period of time, such as during construction or renovations, be sure to inspect the product before moving it into storage as the (3) day claim window still applies.
If damage is found, please accept the delivery and sign for the "damaged on arrival" carrier
Photograph items and packaging. If the affected part is an upholstered product, please photograph the PI label located on the bottom of the product.
Only refuse to deliver damaged items or parts if they are structurally damaged and completely unusable
Do not reject undamaged items or parts, you are responsible for all redelivery costs including but not limited to storage fees
To submit a claim log to your account and select Claims. Select Create New Claim to complete the web form.
Claims received more than (3) calendar days will not be accepted
Photos must be clear and attached to your claim within (3) calendar days
At our discretion, we will send replacement parts via standard shipping, offer discounts on defects, or provide reimbursement for local repairs. In the event of replacement, items that are structurally damaged and/or determined to be unusable will be fully replaced with stock items where possible; items with aesthetic defects will be subject to custom order replacement
Customer may be responsible for any labor and/or shipping of parts
CarlosCasa's furniture is for indoor use only unless expressly stated, so if the furniture is damaged or defective due to the customer's negligence, the cost of damaged or defective items will not be covered
If you do not accept any of our resolutions to your case, you will be responsible for returning the item safely in accordance with our Return Policy
CarlosCasa reserves the right to cancel and give a full refund of damaged or defective items (minus all associated shipping charges) at any time if CarlosCasa believes that all resolution attempts have failed
All items marked as final sale are non-refundable and cannot be exchanged for other items as they are sold as is. Final sale items are not subject to regular store policies and are only covered by CarlosCasa's 90 calendar day limited warranty. Strictly speaking, there will be no exceptions for final sale items.
If you have questions, please contact us at firstname.lastname@example.org.