Claims
At Verellen we strive for perfection in both our manufacturing and our aesthetic. During our manufacturing and shipping, issues or damages may arise for various reasons, and we have put together the following policy to ensure that you, our valued partner, can take the steps necessary to properly address any unforeseen inconvenience due to a claim.
As a manufacturer of heirloom grade, custom goods, we take careful measures to ensure your order is in impeccable condition when handed over to your carrier-of-choice.
Verellen is an FOB origin vendor, which means that the ownership of goods is transferred to you the moment the shipment is released to your shipper. FOB, “Free On Board”, is a term in international commercial law specifying at what point respective obligations, costs, and risk involved in the delivery of goods shift from the seller to the buyer under the Incoterms standard published by the International Chamber of Commerce. It is of the utmost importance that all containers and goods be inspected upon receipt so that you may take any necessary action with your shipper directly. If further review needs to be made by Verellen, steps are outlined in the Claims Procedure attached.
We document every piece completed in production with photo journaling to back up our standards. Each final piece goes through a standard Quality Control process and checklist sign-off before it is wrapped and packaged. While we take this QC process and control very seriously, we understand there are times when there may be instances of concealed damage as well as those of visible damage upon receipt. Our policy attached helps navigate these instances.
VERELLEN CLAIMS POLICY
All claims must be submitted online at www.verellen.biz/claims for consideration. Details and required photos must accompany each submitted claim.
Name of Verellen Account
Name of item at issue, fabric, wood type, etc
Verellen Sales Order #
Explanation of issue
Photographs or video to clearly show damage or claim/issue
Expected outcome desired
Current location of the piece
Verellen will not participate in any claims involving broken glass. We ask that you reach out to a local glass specialist to replace. If there is an issue with the frame or base of piece(s) that is constructed of glass, we will evaluate each claim contingent on delivery time and circumstances and will make a determination with denial or approval in a timely manner.
For any claims related to a possible manufacturing defect, we ask that you immediately report this to our claims department for evaluation. If we find that a manufacturing defect is the cause of the problem, we reserve the option to have a local Verellen contracted service agent repair the issue on site or locally. If you prefer your own local provider, and a local repair can resolve the problem, an estimate will be required and approved before the repair is made. If local repair is not an option, Verellen will issue the proper paperwork and schedule the pickup to have the item return to our plant for the necessary repairs and/or replacement.
Notification of concealed damage must be reported to the claims department within ten business days from the original date of delivery/ turn over to your designated carrier.
Visible damage is considered to be a damage issue that is clear without opening the box. This may be visible damage but may also be audible, such as rattling inside a closed box.
Concealed damage is any issue with the piece that is not evident until after packing and unwrapping the goods delivered.
Defects may not be evident within the specified time restraints for visible and concealed damage and will be treated on a case-by-case basis.
Concealed damage claims will require the following:
1. Photos of the original carton in which the piece was delivered.
2. Proof of Delivery – to establish date delivered by freight forwarder
3. Photos of the damaged piece showing the piece in full, as well as an up-close photo showing details of the damage.
Notification of Concealed damage must be reported to the claims department within 10 calendar days from the delivery of your designated carrier to the initial specified delivery address. You will also need to submit a claim immediately to the original carrier for their approval of repair and/or replacement and noted on the original delivery receipt.
Visible damage claims will require the following:
1. Photos of the original carton in which the piece was delivered.
2. Proof of Delivery – to establish date delivered by freight forwarder.
3. Photos of the damaged piece showing the piece in full, as well as an up-close photo showing detail of the damage.
You will need to seek reimbursement directly from the shipping carrier for claims resulting in transit damage. Replacement orders cannot be submitted for production until the original invoice balance has been paid in full, regardless of customer terms. In addition, all replacement and/or repair orders must be paid in full prior to shipment. A new PO is needed for all replacement orders.
If local repairs can be made, you must contact our claims department to have your local repair estimate approved before the repairs are made. Failure to do so may result in a declined claim for payment.
If a claim arises that is related to the nature or performance of a fabric or leather, Verellen may involve the fabric mill or leather tannery/brand for further review, recommendation and resolution. As many of our partners are global companies, please understand this process may take some extra time to resolve. We will do our best to keep you apprised of timing, status, and final resolution in a timely manner.
Notification of visible damage must be reported to the claims department within 3 business days from the delivery of your designated carrier to the initial specified delivery address. You will also need to submit a claim immediately to the original carrier for their approval of repair and/or replacement and note “received with damage” on the original delivery receipt.
Non-Conforming Product:
If, for any reason, the order received is found to be incorrect based on the PO submitted, Verellen must be notified no later than 60 days after the date of turn over to your designated carrier.
Please note if a previous order confirmation has been sent and signed by you, the customer, prior to the order shipping, this PO is considered accepted and claims will not be honored due to errors as a result of omission or incorrect order entry.
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Verellen will not participate in any claims whether concealed or visible – for items that have been crated or palletized at the request of the customer. You will need to reach out directly to the carrier to request approval for repair and/or replacement.
Noting “subject to inspection” does not replace noting damage at time of delivery nor negate the above policy in order to file a claim at a later date.
All goods are shipped FOB (Free on Board) by our customers preferred carrier. Sizes and weights are provided to our customers and carriers as a guide for cost estimates and are subject to variations.
Verellen stands behind its product which is handcrafted with careful attention to detail and will review concerns and provide the appropriate action to resolve issues.
Any goods refused and returned to Verellen for any reason without notification or approval, prior to the return, are the sole responsibility of the customer and any resulting damage will be responsibility of the customer.
ABANDONED CLAIMS:
Claims will be considered abandoned by the customers after 60 days of last communication from Verellen and will not remain open for further consideration.