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damages or missing parts must be reported within 10 business days, with photos and a valid receipt
damages
  • We accept damage claims within 10 business days of delivery
  • All claims must adhere to the damage claim criteria at the bottom of this page
  • Damages for Large Items must be noted on the shipping documents when receiving the package
  • Make sure to note any damages on the paperwork before signing for the delivery
  • Claims that do not meet our damage claim criteria will be rejected
processing time
  • Damage claims can require to 30 days to resolve
  • We will do everything in our ability to resolve your damage claim with the shipping company.
  • If your damage claim is approved, we will work with you to find the best solution
accepting delivery
  • If asked to sign for a delivery, make sure to note any shipping damage to the outside box before accepting it
  • Open all boxes ASAP to inspect the order for any damages (most units come with a plug and can be tested)
  • Do not store the range hood for months without first checking to ensure there are no damages
  • Do not install damaged products if you wish to process an exchange
warranty vs. damages

The following cases are related to the warranty of the product and cannot be processed as a damage claim. Please refer to the Warranty Policy instead.

  • The item is not working after installation
  • A part of the product fails
  • A replacement part is required
not accepted

If a claim is made that does not meet our criteria, it cannot be accepted because it is impossible to determine how the damage occured.

  • The claim is made more than 10 business days after delivery
  • Photos of the damage, box and shipping labels are not provided within 10 business days
  • Damage was not noted on the delivery Bill of Lading (for Large Items) when it was signed and accepted
  • The product is installed and/or used
  • The original box or packing materials are missing
  • Parts are missing
damage claim criteria

Delivery was not refused. Refused deliveries will be treated as regular returns.

The claim was initiated, with photos and a valid receipt, within 10 business days of delivery.

Clear photos of the product, box and shipping labels are provided within 10 business days of delivery.

The recipient has the original box and all packing materials.

The product is not installed or used.

start a damage claim

Initiate a damage claim within 10 business days of the delivery date.

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