At Oscar Surfaces, we are committed to delivering high-quality products in perfect condition. However, we understand that damages may occasionally occur during shipping or handling. This policy outlines the procedures and steps to follow should your order arrive damaged.

 

Inspection Upon Delivery

• Immediate Inspection: Upon receiving your order, please inspect all items immediately for any visible damage. This includes checking both the exterior packaging and the product itself.
• Visible Damage: If there is visible damage to the packaging or the product, do not sign for the delivery until you have documented the damage.

 

Reporting Damage

• Timeframe: You must report any damage within 48 hours of receiving your order. Failure to report damage within this period may result in a delay or inability to process a claim.
• Method of Reporting: Contact our Customer Service team at [phone number/email], providing the following information:
• Order number
• A description of the damage
• Photos of the damaged product and packaging (if applicable)
• Replacement or Refund Options: Once damage is verified, we will offer the following options:
• A replacement of the damaged item at no additional cost.
• A partial refund or full refund if a replacement is unavailable or you no longer want the item.

 

Handling Damages in Transit

• Shipping Carrier Damage: If an item is damaged due to shipping, we will work with the carrier to process a damage claim. This may involve retrieving additional documentation from you, including photos or return of the damaged item if necessary.
• Carrier Liability: The shipping carrier is responsible for any damage that occurs while the item is in transit. We will assist you in resolving any claims, but please ensure the item is kept in its original condition until the claim process is completed.

 

Returns for Damaged Items

• In the event that you wish to return a damaged item after a replacement has been arranged or if a refund is issued, we will provide a prepaid return label and instructions for the return of the damaged product.

 

Exceptions

• Customer-caused Damage: Damage caused by improper installation, misuse, or neglect will not be covered under this policy. Please follow all product care instructions to avoid voiding the warranty.
• Damages After Installation: Once an item has been installed or used, any damage caused by improper installation or handling is not covered under our damage policy.

 

Claims Resolution

• We strive to resolve damage claims promptly. Once reported, our Customer Service team will contact you within (3 -5 business days) to discuss the next steps and ensure a satisfactory resolution.

We appreciate your understanding and cooperation as we work to resolve any issues related to damaged products. For any questions, or to report a damaged item, please reach out to our Customer Service team at [phone number] or email us at [email address].