Use and Care Manual

www.elementsgrp.com/partsrequestform.inc
Elements International Group LLC has set procedures to help resolve damaged or defective product
claims. Please review each section for procedures and expectations.
credit or replacement request procedure
Spare parts
Elements will first provide spare parts to resolve any
damages or defects. Requests are generally
processed and shipped via ground service within 2-3
business days, if in stock. Fees may apply for shipping if a
product was damaged or lost by the customer.
The below items must be submitted to the
parts request form or [e-mail]:
1. Elements SKU # or Group Name and Description
2. Description of Spare Part needed
3. Attach photos or mark on Assembly Instructions
4. Attention to, shipping address, and phone #
If spare parts are not available, Chargebacks will review
for other resolutions.
It is required for customers to follow the below for credit or
replacement review, based on the Elements invoice price.
If the below is not provided with requests, coverage for
damaged product lies with the retail purchaser.
The below items must be submitted to
[e-mail] before a claim will be
reviewed:
1. The Elements SKU # or Group Name and Description
2. A brief description of the issue and desired resolution
(credit or replacement)
3. Elements Invoice or Customer Purchase Order # the item
was originally received on
4. Clear, visible photos of the damaged product
Damage Claims
Domestic: report within 15 days from receipt of goods
Containers: report within 60 days from receipt of goods
Water/Mold Damage Claims*
Domestic: report within 3 days from receipt of goods
Containers: report within 10 days from receipt of goods
*Photos of wet/molded items and the hole in the container
are required
Service and Repairs:
Elements will review, within 1 year from the Elements
Invoice date, reasonable service and repair fees, up to 50%
of the item’s original invoice price.
Freight Claims
If your order was shipped by your carrier, Elements is not
responsible for filing a claim with the carrier if product
was lost or damaged in transit.
If Elements schedules your order with our carrier and
charges freight, Elements is responsible for filing a claim
with the carrier if products are lost or damaged in transit.
Carrier/Shortage Claims
Domestic: report within 3 days from receipt of goods
Containers: report within 10 days from receipt of goods
*To consider a claim of this nature, it is mandatory for
your receiving department to mark on the carrier's copy
of the Proof of Delivery (POD) stating the product was
received damaged.
Please note, the below articles are not covered
• Elements does not provide repair services
• Elements is not obligated to pay for additional fees the retailer may incur
• Elements will review for credit/replacement damaged items only, not entire sets
• Elements does not cover damage sustained to items placed on showroom floors
Returns
Elements does not allow item returns. If an issue occurs upon
delivery; accept delivery, take photos of the damaged
product, and notate discrepancies on the POD.
Once the discrepancy is notated and photos are taken, send
all information to our Chargebacks Department at
[e-mail], and our team will respond
with a resolution.