© 2011 Outdoor Living International, Inc. All rights reserved.
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Damage Claim Policy
OLI understands the frustrations and expense involved in a damaged shipment, therefore we take every precaution to ensure a successful shipping experience. OLI uses palletizing, shrink-wrapping, and other industry standard measures when readying our product for shipment. Unfortunately, even the best-laid plans sometimes fail; therefore, we have developed the following policy to apply to damaged shipment claims.
If OLI provides shipping*:
If OLI has provided the shipping carrier for your order and it arrives damaged, we will send a replacement piece(s) at no additional cost to the retailer IF the following protocol is met:
a) All damage claims must be made within 72 hours of delivery.
b We will need to receive photos of the damaged item(s), photos of any affected packaging, and a description of the damage BEFORE we send out a replacement item.
c) We will need a signed proof of delivery indicating the damage of the shipment. Please be sure your customer understands that they must indicate any and all damage on the paperwork provided by the driver at the time of delivery.
Failure to comply with the above procedures may result in a denial of the damage claim.
If retailer/customer provides shipping*:
If the retailer/customer has provided their own shipping carrier and an item arrives damaged, we will send a replacement piece(s) via the shipping carrier of the retailers choosing. The retailer will be billed at the contracted cost for the involved item(s). Any reimbursement for the damage will need to be handled by the retailer through their contracted agreement with the shipping carrier. The only exception to this policy would be if the damage is determined to be a result of faulty packaging. In this case, we will require photos of the damaged item(s) and packaging materials so that we may work to improve any processes as necessary.
*Damage caused by accidents, abuse, poor handling by the customer or extreme acts of nature will not be covered. Products which have been subject to unauthorized repair or modification, are all non-returnable/non-refundable.
Note: All shipping charges are non-refundable . All pricing is subject to change without notice.
Defective Items
If you believe you have received a defective item, please email our customer support staff to assist you with troubleshooting your product before requesting a return. We will require photos of the defects before we can proceed in resolving your claim.
Our support team will do our best to resolve the situation for you. This may include sending out replacement parts or pieces, authorizing an RMA number and/or issuing a return shipping label for returning the product, and/or issuing a refund to you.
Damage caused by accidents, abuse, poor handling by the customer or extreme acts of nature will not be covered. Products which have been subject to unauthorized repair or modification, are all non-returnable/non-refundable.
Note: All shipping charges are non-refundable . All pricing is subject to change without notice.
Returns
All returns must be approved by our customer service department prior to sending the item back to us. In the event an item is returned and is not defective, or damage is caused because of customer abuse; additional repair fees up to 25 % may apply to the order in addition to any return shipping fees and restocking fees. All items must be returned in their original packaging. Non-defective returns must be in their original condition and in their original packaging.
The restocking fee for all returned merchandise that is not deemed to be defective by our staff upon inspection is 20%. Shipping charges (if any) are not refundable.
Order Cancellation
* IMPORTANT: Please note that orders can only be cancelled before they ship. Only orders cancelled within 6 hours of order placement can be cancelled free of charge. Once an order ships and you wish to cancel, you will be refunded the price of your order less all restocking fees and related shipping charges, and cushion production fees that we have already incurred. Unless an order arrives damaged, refusing an order is also subject to restocking fees and a deduction of round trip shipping charges (if any) from your refund. We cannot cancel an order unless we receive your request in writing to outdoorlivinginternational@gmail.com prior to shipment. Sorry, there are no exceptions.
Outdoor Living International Policies
Legal Statement:
Choosing to conduct business with us requires that you understand and abide by our policies. Outdoor Living International is a Pennsylvania-based business headquartered in Lancaster, PA. Any and all legal correspondence, filings, lawsuits, or disputes will be held within (and based on the laws of) the jurisdiction of Lancaster, PA.
