Concealed Damage
When damage is not apparent until the product is unpacked, then a claim for concealed damages must be made immediately upon noticing damage and within 30 calendar days of delivery receipt. If notice is not timely given, RBW reserves the right to reject any return of the Products. We will not be able to accept any returns made without an authorization number accompanying the return. Failure by the Customer to make any claim against RBW within 30 calendar days of delivery will constitute acceptance of the goods and the Customer will waive the right to make claims of any damages, errors, or shortages. If the product needs to be returned due to a manufacturer defect, please refer to our Warranty Policy.
Apparent Damage
For non-LTL shipments, take all necessary photos and contact an RBW customer support or sales team member immediately by calling 1-212-388-0399 or via email at support@rbw.com so we can file a claim with the shipping company and work with you to replace any damaged Product as quickly as possible. Failure by the Customer to make any claim against RBW for apparent damage within 30 calendar days of delivery will constitute acceptance of the goods and the Customer will waive the right to make claims of any damages, errors, or shortages. If notice is not timely given, RBW reserves the right to reject any return of the Products. If the product needs to be returned due to a manufacturer defect, please refer to our Warranty Policy.
For LTL Shipments, should visual inspection upon the delivery of a shipment show damage, shipment should NOT be accepted. If you notice clear issues with the packing, please ensure you mark the damage on the Bill of Lading before signing it and take several photos of the damaged boxes in detail as well as the boxes the order arrived in. Damage must be noted on the delivery receipt and signed by both you and the carrier. Failure to do so may result in both RBW and the carrier refusing to honor your claim. If notice is not timely given, RBW reserves the right to reject any return of the Products. We will not be able to accept any returns made without an authorization number accompanying the return. If the product needs to be returned due to a manufacturer defect, please refer to our Warranty Policy.
Missing product Claims
Any missing product claims must be made within 30 calendar days from shipment from the factory to the ship-to address specified in the order confirmation.
Third Party Delivery Terms
RBW will ship Products, FOB Origin, in accordance with instructions provided by Customer, using shipping companies and freight forwarders deemed reliable by RBW and based on, among other things, the destination, weight, and package dimensions. If Customer notifies RBW that Customer wishes to arrange for shipping and delivery, Customer may specify a preferred carrier and provide Customer’s account information for direct billing by carrier to Customer. In such an event, Customer is fully responsible for tracking, damage claims, and insurance, and RBW shall have no liability whatsoever after the Product has been picked up by Customer’s carrier. If, in the opinion of RBW, Products are suitable for shipping only by RBW-specified shipper (due to product dimensions, fragility, or other reasons), RBW may refuse to permit Customers to arrange for shipping. All fees for failed deliveries due to the fault of the Customer or the Product recipient are non-refundable. Unless otherwise expressly provided, delivery charges do not include charges for inside delivery, unpacking, placement, Residential address, Liftgate service, or installation. Although RBW attempts to give reasonable estimates of anticipated delivery dates, actual delivery dates might be subject to circumstances beyond RBW’s control, including delays caused by governmental inspections, shipping, and events in the country of origin of the goods sold.