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Our Damages Policy and GuidelinesAt Kathy Kuo Home, we work with only the best in the shipping industry to ensure that your items arrive at your home safely and undamaged. In the unlikely occurrence that your item arrives damaged, defected or incorrect, we will immediately work to repair or replace your item. Please note that our damages policy is to replace or repair damaged or incorrect items. If you would like a refund, you must process your request as a return (see our Returns Policy here), which may incur fees for shipping, handling, and restocking costs. To guarantee the the best customer experience, please follow our guidelines below when you receive your delivery. Damages or Incorrect Items Policy and Guidelines for Freight Items: If you receive a freight item with a required signature, please inspect the packaging and open your package immediately (BEFORE SIGNING) to inspect the item. If the packaging or the item has obvious freight damage or is otherwise incorrect, refuse the shipment and mark the Bill of Lading packing slip as “damaged.” Please take clear photos of the damaged packaging and/or damaged item. If shipment is refused prior to inspection of the item, you may be subject to re-delivery fees. After you refuse the shipment, please contact our customer service within 48 hours at cs@kathykuohome.com or 888-908-2925. Please be prepared with photos of the damage (we may ask for these to be sent to us via email). Once contacted, we will file your claim and ship you a replacement at no additional cost. NOTE: If you sign for a signature-required freight shipment without reporting the damage, defect, or error, you are responsible for all such damages and your damage claim may be denied. All damage claims must also be received within 48 hours of your item's arrival. Damage claims reported after 48 hours of your item’s arrival may be declined. NOTE: If you arrange to pick up your item from a warehouse, you forfeit the right to claim any damage on your item with Kathy Kuo Home. Damages or Incorrect Items Policy and Guidelines for Parcel Items: If you receive a no signature required parcel item, please open your package and inspect immediately. Please keep all original packaging. If your item is damaged or incorrect, please take photos of the item and its packaging and report the damage to customer service at cs@kathykuohome.com or 888-908-2925. Please be prepared with photos and a detailed description of the damage. Clear photos of the damage are mandatory in order to process a damage claim. We cannot accept damaged returns without the original packaging, and damage claims reported after 48 hours of your item’s arrival may be declined. If your parcel item is damaged, we will first send a KKH certified furniture repair medic to restore your item to its brand new condition OR one of our design specialists will work with you to come to a mutually agreed money back or discount solution that meets your customer satisfaction. If we and our certified repair medic deem that an item is irreparable, we will provide an RGA # and instructions on how and where to ship the item back. Once we recieve your damaged item back, we will send out a replacement item. Damage claims will be denied if the item has been used or installed. Missing or Incorrect Items Policy and Guidelines for Parcel Items: In the rare occurence that an item is missing or incorrect, please call us within 48 hours of delivery. We will investigate the situation and send a replacement item at our sole discretion. Kathy Kuo Home is not responsible for any misplaced or stolen packages. If your item is approved as an incorrect item, we will provide an RMA # and instructions on where to ship the item back. Once we recieve your incorrect item back, we will send out a replacement item. Incorrect item claims reported after 48 hours of your item’s arrival may be declined. NOTE: Different computers and web browers display colors differently. We are not responsible for variations in color between the product you receive and the product shown on our site. Similarly, all items made from natural products (including but not limited to: wood, marble, limestone, alabaster, glazed ceramic, etc.) will have natural variations and no two items will look identical. These variations are expected and will NOT be considered defects, damages, or incorrect items. Where Does My Damaged Return Item Go? All damaged items returned to us are either donated or field destroyed. Damaged items are unfit for resale. |
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Shipping is on us!
- We offer free shipping on orders over $100 within the contiguous 48 US states. Expedited shipping available for select items.
- Orders under $100 are charged a flat-rate shipping cost of $15.
Please call customer service at 888-908-2925 for shipping rates on all orders going to Alaska, Hawaii, Puerto Rico and any US islands only accessible by ferry. For international shipping rates, please check out at our international site. If we are unable to provide you free shipping due to your location, you will be contacted by customer service to confirm your shipping rates before we process your order.
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