Policy on Returns & Allowances
Scarborough House USA, warrants its products against defects in materials and workmanship to the original (qualified dealer) purchaser for a period of one year from the date of the original purchase. For products which are found to be defective, we will supply repair parts, replace, or provide an allowance for local repair at our option, for a period of one year from the date of the original purchase. Discontinued products purchased at discounted prices are purchased “as is,” and warranty claims will not be allowed unless otherwise specified on the acknowledgement. All warranties will expire one year after the date of discontinuation of any product.
It is the policy of Scarborough House to be fair and reasonable when authorizing the resolution of defective merchandise. It should be noted that our products are made from wood and other natural materials and variation from piece to piece will occur. We strive to maintain a quality standard commensurate with the price of the products. It is the responsibility of the dealer to touch up, deluxe and possibly install replacement parts at no cost or chargeback to Scarborough House. We recommend that the merchandise be opened, inspected and deluxed before delivery to the customer.
Dealers should report all problems or concerns to the Scarborough House customer service department immediately. Absolutely no chargeback or credit will be accepted without prior written authorization from the management at Scarborough House, USA.
Allowances authorized by the Claims Department are intended to cover local repair charges or the cost of return to the High Point NC warehouse. UNDER ABSOLUTELY NO CIRCUMSTANCES is any item to be destroyed or disposed of. Allowances will not be given prior to review and/or inspection and factory authorization, even if repairs have already been made.
No returns will be accepted without prior written authorization from our Claims Department. This authorization will include a specific carrier, which must be used for the return. Scarborough House will not be responsible for freight charges from an unauthorized carrier or any charges if the item is returned and deemed to be a result of any cause other than factory defect. Merchandise must be properly cartoned and packaged for return or credit will not be given.
Scarborough House USA, Inc. will not give allowances for merchandise damaged by common carrier or by dealer’s own handling. In the case of concealed damage, the dealer must file a claim with the carrier within ten (10) days of receipt. Dealers should inspect merchandise promptly to avoid refusal of claims by their carrier.
No allowances will be given on merchandise that shows evidence of consumer abuse or use in a commercial application.
Claims for shortages must be made within five (5) days from receipt of shipment regardless of carrier method. Claims will not be honored if bill of lading was signed without exception noted.
The dealer must make claims for any invoicing discrepancies within thirty (30) days of receipt of merchandise.
Changes to or cancellations of direct orders will not be accepted after it is acknowledged.
Changes to or cancellations of warehouse orders will be made at the company’s discretion if the request is made before the order is released to the warehouse for shipment.