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Damaged and Defective Items

Damaged and Defective Items upon delivery

When signing for your delivery without notating any problems/issues with your order on the delivery paperwork, you confirm your item was delivered to you as intended and with no damage or defect.

If the driver rushes you, YOU MUST WRITE "subject to inspection" next to your signature on the Delivery Receipt and BOL.

In the isolated incident that there is damage or defects, FULL details of the damage or defect need to be clearly noted on all copies of the Delivery Receipt and BOL you sign upon your inspection during your delivery in order for us to assist you with a repair, replacement, or return – you must put “damaged upon delivery” for each piece that is damaged/defective.

We encourage you to accept delivery even if the packaging shows slight damage, as the product may be intact. You may refuse delivery if the package is significantly damaged. Please notify us of any refused delivery that we can initiate the replacement process. We will issue a full refund for the product if it was damaged, defective, or incorrect and the issue cannot be resolved with replacement parts or exchange.

We must to be notified within 1 business day of the delivery to process a claim.

Immediately email or call Customer Service to report the situation (support@interiormark.com or 888-602-7328). Include helpful details, such as order number, package condition, how it was received (left at front door/signed for), description of the damage, photos, and the best email and phone number to contact you at. Take several pictures showing the affected product(s).

  • Photos of the packing material (boxes, pallet, etc.)
  • Full frontal photo of the product
  • Photo of the damaged area(s)
  • Photo of labels (Serial Numbers, etc.)

Also,

  • DO NOT discard any of the shipping boxes or packing materials, including the pallet the item may have been delivered with until you have taken photos of each box, pallet, and packing material detailing the damage.
  • DO NOT discard the product itself because it will be necessary for the carrier/manufacturer to inspect the item and report on the damage/defect.
  • DO NOT ship the item back to us without first being instructed to do so by a Customer Service Account Manager. Failure to comply may result in denial of a damaged/defective item claim per the vendor’s claim guidelines.

In most instances, shading variations, nicks, scratches and wrinkles are a characteristic of leather and are not considered defects.

Damaged and Defective Items POST delivery

If you inspect the shipment and there is not any noticeable damage, but you find concealed damage or defects after the carrier leaves:

Immediately email or call Customer Service to report the situation (support@interiormark.com or 888-602-7328). Include helpful details, such as package condition, how it was received (left at front door/signed for), and description of the damage. Take several pictures showing the affected product(s).

  • Photos of the packing material (boxes, etc.)
  • Full frontal photo of the product
  • Photo of the damaged area(s)
  • Photo of labels (Serial Numbers, etc.)

We will work to resolve the issue and, in our sole discretion, we may:

  • Arrange for and pay the cost of a repair to BRAND NEW condition;
  • Arrange for and issue a replacement; or
  • Authorize a return

If you determine an item(s) is defective, and the product is still covered under the manufacture warranty, please contact Customer Service on how to resolve.

Immediately email or call Customer Service to report the situation (support@interiormark.com or 888-602-7328). Include helpful details, such as the defect issue and description. Take several pictures showing the affected product(s).

  • Full frontal photo of the product
  • Photo of the defective area(s), if possible
  • Photo of labels (Serial Numbers, etc.)

We will work with the manufacturer on your behalf to resolve the issue. Depending on the manufacturer warranty and with their sole discretion, we will work on your behalf to:

  • Arrange for and pay the cost of a repair to BRAND NEW condition; or
  • Arrange for and issue a replacement

Please understand that in most instances, shading variations, nicks, scratches and wrinkles are a characteristic of leather and are not considered defects.