CLAIMS & RETURN AUTHORIZATION POLICIES & PROCEDURES/CONSENT FORM
We apologize for any inconvenience associated with receiving your order. Selamat makes every effort to stand behind the quality of their products, but acknowledge that damages may occur at the factory level, after shipping or in some cases after delivery and use. All claims are handled individually and we work closely with Selamat to find the most cost effective and expedient way to resolve claims related to shipping damage, concealed damage and after use damage. It is our preference to find a local repair solution in order to reduce the time and footprint of re-shipping/replacing products. In order to resolve any claims request, we will need as much information as possible to find the most satisfactory solution. Selamat & the MDC retain the right to repair, replace, credit or refund at the discretion of the Selamat/MDC team.
Please Complete the Claim/Return Authorization Request Form prior to disposing of packaging materials, delivery to client or proceeding with any repairs.
Once the claim has been submitted we will reply with an acknowledgement of receipt and request for additional information if necessary within one business day.
Most claims are resolved within 2-4 weeks.
*We strongly recommend retaining all packaging materials until after the claims has been process and resolved. Images of packaging materials are required for all claims and product replacement
*We will not be able to provide reimbursement for any repairs without an estimate for repairs AND authorization from Selamat or THE MDC staff.
Selamat makes every effort to ensure that products are packaged to withstand the freight process. Given the increased chances of damages to occur with residential/drop shipping, Selamat is now requiring that all furniture be shipped to a qualified receiver. Shipping to a receiver will allow for faster identification and resolution of the shipping claim.
1. it is REQUIRED that the details be noted on the Delivery Receipt/Bill of Lading (BOL) at the time of receipt and signed by the carrier before they leave.
2. it is REQUIRED that, The Receiver take pictures of the packaging and those images must be submitted along with the claim.
3. An image of the damaged product must be provided.
4. Repair estimates must be included with the claim and will not be reimbursed unless approved by Selamat/MDC Claims Department.
5 Repair of any product without approval will not be reimbursed and may impact the warranty policy
6. If the order shipped under a 3rd party carrier, a claim must be filed with them directly and any replacement order paid in full.
Failure to provide the information listed above will result in refusal of a claim and Selamat/MDC will not be responsible for replacement or repair.
We ask that you notify your receiver of the processes required to resolve shipping claims.
1. If there was a fulfillment error, Selamat must be notified promptly within 7 days of receipt of the shipment by emailing customerservice@peytonhome.com.
2. Incorrect items must be returned in first quality condition in their original packaging, and the correct item will be shipped promptly.
In rare circumstances there may be concealed damage (not as a result of shipping) that was not identified in quality control. We require the following:
1. Images of Packaging materials are required.
2. Image of the damage and description of the damage must be included.
3. The claim must be submitted within seven days.
4. Packaging Materials need to be saved if product replacement is required.
Failure to provide the information above will result in rejection of the claim.
We do not accept returns for buyer’s remorse. In certain exceptional circumstances where a return is granted, item must be first quality in original packing, and a re-stocking fee of 20% will apply. Shipping charges will not be refunded.