Any product remakes and/or refunds are up to the discretion of Viewrail.
If a Freight shipment appears damaged upon arrival, note the damage on the BOL paperwork provided by the driver before signing anything. After noting the damage, please accept delivery, do not deny it. This ensures that the freight company will acknowledge the damage at the time of delivery. The customer can then work directly with Viewrail on proper documentation and potential replacement of material ordered. Note that in many cases the packaging may be damaged but the product is not. Viewrail will replace any confirmed damaged items.
In the event of a damage claim, Viewrail will require a photo or video of the issue and may require the part to be returned. All solutions and/or replacements are at the discretion of Viewrail. Damage must be documented via pictures and direct correspondence with Viewrail within 5 business days of receipt. If damage claims are filed outside of the 5 business day window the customer may incur additional charges to replace the material.
Product Defects and Manufacturing Errors:
Defects and/or errors must be reported as soon as possible to the project manager, who will guide the situation moving forward. Pictures must be provided that clearly show the error/defect in the actual project space. Viewrail reserves the right to remake any applicable product that meets these criteria at no additional cost to the customer. However, if it is found that the error/defect occurs because the job site parameters changed without proper notice to Viewrail, the customer may incur the cost of the additional material. Defects and errors reported after a project installation is complete may incur additional charges to replace the needed materials.
Product Shortages must be reported within 5 business days of receipt of a product. Reports should be made via email to the customer’s project manager or to [email protected]
. Customers will be provided with proactive shipping information, as well as a simplified packing list, which enables the customer to take proper inventory of their order after the driver has departed. Please do not delay the driver to take your inventory.
*If anything is obviously missing, such as the number of skids and/or boxes indicated on the Bill of Lading, please note this on the BOL when you sign for the delivery.*
As a best practice, customers should not refuse a shipment, as it is counterproductive to the overall success and timeline of the project. Working directly with Viewrail by providing pictures and documentation leads to a much faster resolution. Customers who report shortages outside of the 5 business day window may incur additional charges to replace the material needed.
Viewrail’s Right to Remake:
In the event of any of the above scenarios, Viewrail reserves the right to remake the product until the job site requirements are met as originally agreed upon. By acknowledging Viewrail policies during the verification process, customers agree to this method of ultimate satisfaction. Viewrail will not issue refunds based on manufacturing errors, shipping damage, or job site delays. Viewrail does not cover reinstallation costs or rescheduled installation costs unless the customer is utilizing one of our certified installers for the project.