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To aid in the settlement of a freight
claim with our company, the following steps should be taken:
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Call H&W immediately
upon discovery of damage and a claim form will be provided. Complete
and return the claim form with any supporting documents providing as
much detail as possible in a prompt and timely manor (faxed or
emailed forms are acceptable). Please be advised that no claim will
be paid until this form has been received by H&W.
**Required documents:
Claim form, copy of manufacturer’s invoice and photos of the damage
& carton. If the item is repairable a detailed copy of the repair
estimate will also be required.
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All merchandise must
remain at the point of delivery until all claims have been closed in
completion. No claims will be honored on merchandise that has been
relocated to a different location or in customers’ temporary use,
unless pre-approved by H&W. Keep all damaged piece(s) in the
original carton for inspection, if required. If a claim is settled
as salvage, items will need to be kept in their cartons for return
upon our request.
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Do not place an order
for a replacement piece/part(s) or have repairs made on a claim
without authorization from H&W. Doing this provides just cause for a
claim to be null and void. H&W will not honor any claim where a
replacement piece/part(s) is ordered direct from the factory and
charged to our account without prior approval.
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Concealed Damage
Claims MUST be reported within 15 days of delivery.
Reasonable evidence must be offered to H&W that loss or damage was
not incurred after time of delivery. Concealed damage claims
reported in this time frame will be settled on a percentage basis
not to exceed 50% of the cost of the piece. This concealed damage
percentage also applies to claims that require repairs only. No
concealed damage claims will be honored on marble, stone, glass or
mirror. These items must be inspected and any damage noted on the
manifest at time of delivery.
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In the cases where a
replacement is ordered by H&W, the replacement will not be left with
the dealer if the damaged piece(s) are not available for return upon
our request. Claim replacements ordered by H&W will be shipped to
the customer at no charge on a “Free Astray” basis.
Proper communication is the most
important factor in getting freight claims settled promptly and
fairly. Our toll free number is available for your use as well as
our fax facility. If at any time, you have a question concerning the
manner in which a claim is being handled, please call
and we will be happy to discuss the
situation with you.
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