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    Phillips Scott
    Need a resolution to an issue?
    Lets Review / Authorized Reseller Responsibilities: 
    Phillips Scott only uses Professional Furniture Commercial Freight Carriers via a loading dock or curbside delivery. 

    Receiving Product:        Shipping & Pickup link  

    Reseller Responsibility - It is your responsibility to make sure your receiver ( agent or employee ) of the product inspects, checks, and makes sure that the correct 
    products, finishes and quantities were received. 

    Signature Required
    Signature of receipt by your agent or employee constitutes full acceptance of all merchandise stated on the bill of lading or electronic clipboard in undamaged condition and that the correct products, finishes and quantities were received.  The Freight Carrier Delivery driver cannot leave until you sign the bill of lading. 

    Claims:
             Claims Process

    Shipping Claim 
    Visible damages/issues: Signature of receipt by your agent or employee constitutes full acceptance of all merchandise stated on the bill of lading or electronic clipboard in undamaged condition and that the correct products, finishes, and quantities were received. The Freight Carrier Delivery driver cannot leave until you sign the bill of lading. If the visible damages/issues are not noted on the carrier's bill of lading they will be considered as having occurred, happened, or been done after the fact and therefore the Authorized Reseller's full responsibility. This will result in your claim being voided automatically by the Freight Carrier.

    Concealed damages/issues: Any claim for concealed damages/issues that are, either NOT reported to Phillips Scott within 24 hours of delivery or reported after the products were relocated from the original delivery location, will be considered as having occurred, happened, or been done after the fact and therefore the Authorized Reseller's full responsibility. This will result in your claim being voided automatically.

    Pickup Claim
    Signature of receipt by your agent or employee at the time of pick up constitutes full acceptance of all merchandise stated on the bill of lading or electronic clipboard in undamaged condition (visible and concealed damages/issues) and that the correct products, finishes, and quantities are being picked up. Therefore, claims for products that were picked up will only be accepted if a product or part is found to have a manufacturing issue within the warranty period of 6 months after examination by an authorized Phillips Scott representative. Any other claims for pick-up orders will be voided automatically. Any other issue or damage that was not reported and validated at the time of pick up is the Authorized Reseller’s sole responsibility.

    At no point shall Phillips Scott be held responsible or liable for any extra costs incurred from the claims process.

    General Enquiries 
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          The Claims Process:

          The Freight Carrier is solely responsible for any and all shipping related issues. Phillips Scott will assist you in the claims process in such a case.
          However, Phillips Scott's responsibility for products or shipments legally ceases after items are paid in full and have left our premises.

          Fill Out the Claim Form:
          The claim form located below must be submitted online and received within 24 hours from receipt of the product(s) or the claim will be voided automatically.

          Commercial Delivery - Visible damages/issues NOT noted on the carrier's bill of lading as well as concealed damages/issues either NOT reported within 24 hours of receipt or reported after the products were relocated from the original delivery location will be considered as having occurred, happened, or been done after the fact and therefore the Authorized Reseller's full responsibility. This will void your claim automatically.

          Pickup - Claims for products that were picked up will only be accepted if a product or part is found to have a manufacturing issue within the warranty period of 6 months after examination by an authorized Phillips Scott representative. Any other claims for pick up orders will be voided automatically.

          When do you Contact me back:
          After the claims form has been submitted and received, an authorized Phillips Scott representative will examine the claim to determine its outcome.
          You will then be contacted via email 
          with a resolution to the claim or a request for additional information within 3 business days of the completion of the examination process.

          Resolutions will only be the following...

          If the claim is deemed valid by an authorized Phillips Scott representative due to the product or part having been damaged during shipping or having a manufacturing issue within the warranty period of 6 months.       Warranty Disclosure link  At Phillips Scott's sole discretion, you will be provided with one of the following resolutions: touch-up kits, parts, allowance for a repair, replacement, or an in-house credit on file (see details below).

          At no point shall Phillips Scott be held responsible or liable for any extra costs incurred from the claims process. You will not be compensated for the inconvenience, travel, storage, loss of use, money or time during the claims process.

          A Local Repair ( parts • touch-up kits • repair allowance ) - All repairs must be approved in advance prior to completion. The Reseller will be credited on file for the agreed amount / or Phillips Scott will pay the agreed amount directly to Reseller with proper documentation confirming repair completed and copy of the receipt paid in full via email    ClaimsIf ANY repair is completed without prior approval, Phillips Scott shall not be held responsible or liable for the repair and the claim will be voided automatically.

          Return Repair / Replacement - Following the approval of your claim , a RA (Return Authorization) will be sent to you via email. It will contain all the necessary information to return the products.

          •  Commercial Delivery - If your order was shipped by a Freight Carrier, your product will be picked up free of charge within a 6 months period from delivery.  The product must be packaged / boxed and ready for pick up.  Use the original box and packaging to prepare the product for pickup. It is the Reseller's sole responsibility to Confirm via email that the product is ready for pickup to continue this process (directions listed on the RA).  Freight Carriers will ONLY pick up the products at the original delivery location. Phillips Scott will not provide and is not responsible for any packing materials or transit fees to the original delivery location if the products were relocated.  Once the original product returns to Phillips Scott's warehouse, a repair-as-new product or replacement product will be shipped  free of charge within a 6 months period (starting from original pick-up date by the Freight Carrier).

          Expedited Replacement -  (This option is only available in exceptional circumstances and Phillips Scott reserves the right to disregard / refuse expedited replacement requests at our sole discretion without having to provide justification or explanation)  If you require a more urgent replacement, we require payment for the new product prior to shipping. Once the original product returns to Phillips Scott's warehouse and is inspected to confirm there are no additional damages, the Reseller will be refunded promptly.

          Pickup - If your order was picked up, returning the product to the Phillips Scott warehouse is the Reseller's sole responsibility. Once the original product returns to Phillips Scott's warehouse, a repair-as-new product or replacement product will be made available for pick-up. Upon availability, a ready for pick-up email will be sent to you. It is the Reseller's sole responsibility to pick-up the product within 30 days (after which the product will be put back in stock and the claim voided automatically).

          Return / Credit - Following the approval of your claim , a  RA  (Return Authorization) will be sent to you via email. It will contain all the necessary information to return the products.

          •  Commercial Delivery - If your order was shipped by a Freight Carrier, your product will be picked up free of charge within a 6 months period from delivery. The product must be packaged / boxed and ready for pick up.  Use the original box and packaging to prepare the product for pickup. It is the Reseller's sole responsibility to Confirm via email  that the product is ready for pickup to continue this process (directions listed on the RA).  Freight Carriers will ONLY pick up the products at the original delivery location. Phillips Scott will not provide and is not responsible for any packing materials or transit fees to the original delivery location if the products were relocated. 

          • Pickup - If your order was picked up, returning the product to the Phillips Scott warehouse is the Reseller's sole responsibility.

          Once the product returns to Phillips Scott's warehouse, you will receive an in-house credit on file that you can use for future orders.



          Claims Form

          Order #  *
          Below: ( Freight Carrier Delivery Info )
          Freight Carriers Name & Pro # *
          Below: ( Questions Required )

          Did you sign the Bill of Lading (BOL) and note the product issue? * 
          YES
                                         NO
          Has the product been moved from the original delivery location after being signed for? *
          YES
                                       NO
          As an Authorized Reseller, I agreed to Terms / Warranty prior to being able to resell or process orders? *
            YES
                                      NO         
           Describe the product issue
           ( Please Note )

           
           
           
           
           
           
           
           
           
           
           
           
           
          Photo - Bill of Lading *
          Photo - Full View of Product *
          Photo - Issue from Close *
          Photo - Full Box Received In
          By filing a claim you are agreeing to the conditions described in the Claims Process above.