Decor Innovations/Distinctive Rail (DiDr)
Online Ordering: Terms & Conditions
DiDr promises to deliver high-quality products, in excellent condition. If, your shipment is not satisfactory, we will gladly replace it or accept a return of the merchandise. The following items may be returned for a refund:
-Merchandise that was mis-packed or was not shipped correctly
-Merchandise must not have been installed
We can process general returns and refunds only for items purchased from DiDr. To set up a general return please contact customer service. All general returns must be set up within 10 days from the day you receive your product. To receive a refund, please make sure of the following: -All returned merchandise must be in resalable condition.
-Merchandise that has not been removed from its original packing
-The product must be free from scratches and/or defects
-All merchandise cannot have been installed
-You must have the original packaging for the item
-There cannot be any writing or labels on the packaging for the item
-Packages must be sent back by customer via a traceable source, such as FedEx or UPS.
-All items must be returned with their assigned return authorization (RMA) number.
Items returned without an RMA number may delay credit
-PLEASE NOTE: Items marked as Clearance are not eligible for return. Any item that has been cut by DiDr at the customer’s request are Final Sale.
-General Returns are subject to a 25% restocking fee within 10 days.
You may cancel items that have not been shipped yet. To inquire if a cancellation order can be processed, please call our customer service department immediately. Once an item or an order has been manufactured, painted, produced, cut to suit, shipped it cannot be canceled.
Defective / Damaged Returns
We can process defective returns and refunds only for items purchased from DiDr. To set up a defective return you must contact our customer service department. All defective returns must be set up within 10 days from the day you receive your product. There are no restocking fees on defective returns. In the case where defective merchandise is found after installation, a warranty claim must be filed with the manufacturer and may be covered under the manufacturer’s warranty.
Note: If your order shipped via freight carrier (LTL), you only have 3 days to report the damage from transit.
Our freight carriers are selected through stringent guidelines for service and quality. If you have a concern regarding delivery, please let us know. In the rare occasion that you receive damaged material, please:
-NOTATE the Bill of Lading. Damages not noted at time of delivery may not be covered for refund or replacement.
-Only REFUSE material that is damaged on arrival. We recommend that you accept the intact portion of your shipment and refuse the amount that is damaged. This will help us expedite the replacement process for damaged goods
-DO NOT DISCARD the damaged material. Once reported, the damaged material is the property of the carrier and they have 30 days to decide if they wish to inspect, pick-up or discard the material.
-NOTIFY us immediately. You have 15 days to acknowledge a claim. Refer to our Freight Claims Policy (below) for details.
Occasionally, at the time of delivery, you may find scuffed, ripped, or torn cartons. This is not serious unless the actual item itself has been damaged.
If you fail to note visible damage or missing items on the driver’s bill of lading or if you later refuse to allow the damaged item(s) to be inspected by the freight company for any reason, we will be unable to file a claim against the carrier and you will be responsible for costs for additional stock and shipping. Freight companies reserve the right to examine the damaged material. Damaged items, once inspected, become the property of the freight company so do not dispose of any damaged items unless instructed to do so.
DiDr is not responsible for any labor costs incurred as the result of the installation of wrong or defective parts. In addition, we’re not responsible for lost shipments. Instead, you must file a lost shipment freight claim with the respective shipper. Finally, merchandise must have not been damaged in freight transit.
Some items DiDr sells are not available in our web catalog but can be purchased over the phone. If you purchase a special-order item by contacting our sales department, it is not returnable. If the item is defective or damaged, we will issue credit in full OR send you a replacement product if it’s still available for purchase. Please call our customer service number if you are uncertain about any part of this return policy or if you have unanswered questions.
Missing Items Policy
Please inspect the merchandise immediately when you receive it. We will not honor ANY complaints on visible defects after the product has been cut or installed. There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please call us immediately. It is important to mark on your delivery receipt or bill of lading at the time of delivery any missing parts, pieces, rolls, or boxes.
If you believe you have received the wrong product please verify the item number of the item(s) you received compared to you order confirmation and/or invoice. If it does not match, we recommend you REFUSE this delivery and contact us immediately. You must return product in original packaging and will be reimbursed for returned freight charges if the wrong product was shipped.
Freight Claim Policy
We’re committed to providing the best possible service in the industry. Although claims can be cumbersome, it is our intention to make this process as painless to you as we possibly can. If you have found damaged or defective material prior to installation, we are happy to take care of the issue. Installation is acceptance.
All claims for shortage/deduction must be made within 3 DAYS after receipt of goods. Please be prepared to follow the steps below so that your claim may be processed in a timely manner:
-Provide a brief description of the issue.
-Minimum of (2) pictures clearly showing the issue.
-Reference your order number on all communications.
-Include contact information; email address and a working phone number.
-Preferred resolution; either credit or replacement.
Returns via mail
Follow the simple directions below to make your return by mail:
Contact our customer service department by telephone or email to process your return and receive a return goods authorization (RMA) number. Once you’ve set up your return, you’ll receive an email with an RMA number within 2 business days. Along with this return number you’ll receive a ship-to address where you must send your merchandise. Be sure to include your RMA number with your merchandise. This number will be used to guarantee you receive your credit. Note: If you return a product to us without an RMA number, your return may be subject to additional fees.
-Include all original packing materials, manuals, and accessories with the product to avoid any additional fees.
-Please be certain that items are secure in their packaging so damage does not occur while they are in transit back to our warehouse.
-You are responsible for all freight charges. However, you’ll be credited all reasonable and customary freight charges relevant to that item if product is defective or the wrong item was shipped.
We will notify you via email of your refund once we’ve received and processed the returned item. PLEASE NOTE: We will refund shipping costs only if the return is a result of our error.
We will do our best to process the return quickly.
Please allow 14-21 days for processing. Refunds will be credited to the original purchasing credit card account number only. If you paid by cheque, please allow an additional 14-21 days for delivery of cheque via Postal Service.
To begin processing a return, please visit our customer service department.
289-291-9006 # 232- firstname.lastname@example.org