It is Urban Cali's primary goal to ensure your product arrives safely and promptly. If your order arrives damaged, or has defects, please be assured that Urban Cali will do everything possible to resolve your claim quickly and efficiently.
The most import thing to remember is to inspect your order for visible damages while it is being delivered.
If you see damages to the boxes or product, it MUST be noted on the delivery receipt or handheld device.
Failure to inform us of freight damages to your order within 5 business days will result in your claim being denied. If a claim is denied, any costs for repairs or replacement parts will be dealt with on a best efforts basis with the manufacturer and shipping company.
Email us and let us know you want to file a claim and we will send you an email, which requires your response with the requested information.
We will request the following information:
This information will allow us to properly evaluate your claim.
The length of time it takes to resolve a claim depends on how quickly we receive the information we require, and how willing our customers are to work with us. We have many individual parts on hand so don't worry, if you are open minded and willing to work with our courteous staff I'm sure we can find a solution.
We understand the frustration experienced when an item arrives damaged, and we will work with you to have the damaged pieces fixed, replaced, or discounted depending on the extent of the damages. The most important thing to do is remain calm.
We will review the pictures and, based on our experience, determine if the best course of action is to replace, repair, or discount any product on a case by case basis. Many defects and damages are very minor in nature, which can be easily solved with a replacement part. If you do not want to have a replacement part or item arrive to your home, a discount can be offered to help facilitate repairs. If the damage or defect cannot be fixed, replacement goods will be issued as necessary.
Sometimes damages or defects are severe enough that a replacement is necessary. The freight company or manufacturer may require the defective or damaged piece for salvage so we request that nothing is disposed of without Urban Cali's written permission. Please note that when replacements are sent out, the freight company may require salvage of damaged goods before your replacements have been delivered. If salvage is not required, Urban Cali is not responsible for the disposal or donation of the damaged or defective items. In some cases, suppliers will require our customers to donate or destroy the defective piece prior to a replacement being sent. It is the customer’s responsibility to complete these steps when needed.
All items, unless otherwise noted, are brand new and in original packaging. This means that every new item is covered under the factory warranty. Products are covered for one year, however the coverage of this warranty is subject to the goods being used in a residential capacity. If the factory determines the item has experienced excessive wear and tear this may effect the factory's decision on your claim. All warranty issues are subject to the factory's terms and conditions as detailed in their warranty policies; therefore, all replacements must be approved by the factory. Please note that while replacement parts or items are free of charge, it is the customer's responsibility to pay for the freight costs associated with delivery.
Email us and let us know you want to file a warranty claim and we will send you an email, which requires your response with the requested information.
We will request the following information:
Once we have this information, we will forward it to the factory for review.
Due to variations in photography, monitors, and lighting, Urban Cali cannot guarantee that the finish of the product will be exactly as you see them on your screen. Imperfections or variations in the grain, colour, or sheen may occur naturally in wood as well as during the dyeing/tanning process of fabric and leather. As a result, these naturally occurring characteristics are not viewed as damages or defects and therefore a claim in these instances will be denied.