Olivia & Will, Inc. Warranty, Cancellation, Return and Refund Policies
Olivia & Will, Inc., (O &W, Inc.) realizes “things” can happen during the purchase process to the final delivery of our furniture, but the most important concern for us is that our little “pirates, princesses, knights, etc.” are happy. To that end, most of our policies here are “technicalities” provided as part of our requirements by credit card merchants and governing laws. This simply means that many times we go beyond our policies to help where we can and make good on our products.
However, there are “things” that are simply beyond our control as we have to rely on key people in the industry to provide great service too. Especially with regard to shipping domestically. Shipping in the US is by far the worse in the world, and we do ship worldwide. Thus, some of our policies are related to their terms and conditions. Basically, where customers can help, it is greatly appreciated and by far speeds everything up!
Also, by buying directly from us as a manufacturer, customers accept that for the lowered prices that they are exposed to delays that occur in manufacturing. Such as factories being behind, delayed or our orders missing shipping deadlines to the US. Our furniture is manufactured in Viet Nam and exported to Long Beach, CA. There may be delays with US Customs or even such things as strikes by the Longshoremen in the Long Beach port. Basically, these are things that a store would understand and cope with by having inventory at their location. Again, customers should understand that this disadvantage is a tradeoff for the lower prices we offer over retail prices and in many cases, no sales tax.
Warranty
This is one of the funny parts of our business because we advertise that our products are meant to last to the grandchildren. It’s kind of hard for us to say that and stand by it seriously and at the same time tell customers that warranty is only for a year or five years. Simply put, our policy is to replace defective parts or to repair them. This is in O&W, Inc. discretion to do either. After a period of one year, if there is a need for replacement, O&W, Inc. will replace parts for free and only assess the shipping and handling of such parts. If the product has changed in design or has been discontinued, O&W, Inc. will still replace a part, but there may be extra fees required in getting a part made again, and customers should realize that there could be anywhere from 90 days to 6 months to do this. However, in most cases, we have all parts available or can be made because we do not have a discontinued product at this time. This could change without notice however.
Some furniture will undergo changes over time, which is commonly referred to as antiquing, aging over time. Because of that, and our furniture being made primarily of solid wood where possible, furniture may undergo changes as it ages. This is the one thing we cannot warranty against. What we will do is offer to replace a part(s), and may charge additionally for shipping as mentioned in the above paragraph. However, in our design, this antiquing is often desirable in our designs, such as with the Will’s Pirate Collection.
Cancellation Policy
First, we at Olivia & Will, Inc. hope to never get a cancellation, but this may happen due to unforeseen circumstances between our valued customers and/or Olivia & Will, Inc. When this happens, we will do what we can to accommodate customers. A large part of our ability depends on when orders are canceled. If it is from the beginning of an order, then it is not a problem.
Our furniture is custom made, meaning that each bed is not exactly the same and the time to make the beds are several weeks. Because of this, if we are out of stock and an order is placed, many times, we send our color configurations to the factory prior to painting and that is based upon what is ordered. But in general, if we have not pulled/shipped an order, we can accept a cancellation. Cancellations will be processed within 2 weeks, or 10 business days from the date of cancellation. We will reimburse the method used for payment, and there will be a $55 cancellation fee.
If cancelled after an order has been pulled/shipped, we cannot cancel the order. In some cases, where we may be able to reroute furniture to a similar order for another customer, we will do so and charge the redirection cost, and inform customers before doing so what the cost will be. Because of the lead times of our custom made beds, there should be ample time to cancel an order prior to shipping. Also, if an order is designated as a special order, there cannot be a cancellation at all. The sale is final for those items. For example, if there is an accepted special color not from our collection and we start the order, we cannot accept cancellations as this product would not be in our normal product line for selling.
Customers should not refuse a shipment without notifying O & W, Inc., first. The shipper/delivery company can also do this by the customer asking them to contact their office. This is a rare occurrence, but we only point this out because of the enormous costs that can result in a refusal of delivery with exception to visible damages. It will also result in further delays. If the shipment is not complete, customers should still accept delivery. After notifying O & W, Inc., we will initiate a search for the missing items with the shipper, and often times, we find it and complete the shipment. In very rare cases where part of an item or an entire item is lost, O & W, Inc. will ship the missing item or part to the customer.
Return Policy
If an order has arrived:
Once an order is delivered and signed off by the customer with the delivery company, the order cannot be refunded unless there is an exception. Olivia & Will, Inc. reserves the right to replace or repair furniture at its discretion, however, in some cases, O & W, Inc. will refund an order and accept its return. However, the furniture to be returned must meet the following terms:
- Notification within 15 days of receiving the product
- Authorized by O & W, Inc. for return
- Without any damage
- Returned in original packaging, repackaged likewise and never assembled. If prior assembly, O & W, Inc. will assess additional 10% fee in addition to any other fees in the return.
If meeting the above criteria, O & W, Inc. will refund the order/part of the order less shipping and delivery charges to and from the customer to our warehouse. A 25% restocking fee may apply upon return of the furniture and will be processed along with the refund after the furniture has been returned/received by the warehouse.
If an order has not been delivered:
Above conditions will apply except the condition of the furniture as it was never received. Restocking fee will still apply as well as the shipping to and from location. If the order never shipped, refund will be in full unless pulled for pickup, and at which time a 15% restocking fee may apply.
Special Conditions in Refunds & Return Policies:
Occasionally some items are sold and advertised as "Free delivery" items as part of a promotion, or a discounted shipping was offered (whether or not the customer was made aware of the shipping discount at the time of purchase or not), the delivery costs are always incorporated in the price of our items and will be taken into account when the refund for such item is processed. After request for such return is fully processed, email with all the costs involved will be sent to you. Please, do not assemble the furniture that you might be returning since furniture assembled by customer cannot be accepted under any circumstances unless preauthorized.
All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Additionally, certain products cannot be returned because neither we nor our suppliers can take them back. If you have any questions about whether a product can be returned, please call us at (949) 547-5288 or e-mail us at customerservice@oliviaandwill.com.
Legal Disputes
All legal disputes shall be governed by and construed in accordance with California State Law. The California State courts shall have exclusive jurisdiction and venue over any dispute and each party hereby consents to the jurisdiction and venue of such courts.
Damaged Items
O & W, Inc. is committed to getting our products to customers in factory condition, and we contract shipments out to professional delivery and trucking companies to deliver orders, however and regrettably, accidents damaging your ordered items may occur. While this can happen, we take care by replacing and/or repairing items. We only ask for customers’ patience during such an unfortunate process because we are limited to the delivering and shipping companies’ claims policies. Making any decisions without consulting the claim process can void any claim O & W, Inc. may have with the shipper or delivery company. In the end, O & W, Inc. will make good and complete orders satisfactorily; however, we may experience delays as shipping companies must complete their claims process.
O & W, Inc. recommends the following practices that guarantee a much speedier process of such problems:
- Customers should NOT sign off or accept any product without inspecting the product. Evidently, shipping and freight companies consider acceptance of the delivery as the order has no damage. It is becoming extremely rare and difficult to “win” claims in this case. Products do not necessarily have to be removed from packaging, but when looking at the packaging, any markings, tears, scratches, signs of tampering with the packaging, etc. should be noted on any document signed for the delivering company’s driver before signing off. These notations should be on the signed document. If you have questions about this at the time of delivery, please contact customer service at (949) 547-5288 ASAP.
- Do not let the driver tell you anything, such as not to worry about it, or they’re in a hurry, or signing does not mean furniture was delivered without damage or problems. Simply put, the customer should inspect the product and note on the form: Condition of packaging and any damage. However, this must be balanced in warning so that the customer doesn’t “go overboard” with inspection. This is to be within a reasonable expectation.
- Customers are asked to photograph damages, call us when this occurs at (949) 547-5288 and e-mail the photographs of damages to support@oliviaandwill.com within 5 business days of delivery. Immediately, take pictures of the products. If there is damage, if slight, please accept the product and note this on the bill of lading (BOL) from the shipping company. Products can be replaced or repaired.
- Customers should notify O & W, Inc. immediately of any damages. Delays cause two things: 1 –customers only getting further upset with the situation, and 2 – Keep in mind that the claims process by the shipper/freight company has time limits, usually within 10 business days.
- O & W, Inc. reserves the right to repair furniture in customer’s home or accept return for repair and/or replacement. Regretfully, we can only authorize full refund in the rare event when we are unable to repair or replace the item. We also expect our customers to accept delivery appointment for any repairs or replacement furniture to complete the order process.
Terms and Conditions and disclaimers
Terms: F.O.B is O & W, Inc. warehouse located in Orange, CA. “Will Call” is available, but if missed, a restocking fee may apply. Orders are not considered “placed” until payment is made. In order to ship furniture, payment is made in advance unless credit has been established.
We do accept Visa, Master Card and American Express as a convenient form of payment. Our preferred and normal method of payment is by check, but keep in mind that O & W, Inc. cannot ship until payment is made and cleared, and that checks may take up to 10 business days to clear in addition to mailing times. However, we do offer a 1% discount for faxed copies of checks made payable to Olivia & Will, Inc.; customers do not need to mail the copy but keep for their records (for questions on how this works, please contact us).
Special orders involving customization are nonrefundable. Any repairs must be preapproved by management of O&W, Inc. Without prior approval, O& W, Inc. is not responsible for costs associated with repairs and may decline such costs claimed. Olivia & Will, Inc. reserves the right to refuse an order and to refund the customer at its discretion.
Shipping: Can be handled by the customer or O & W, Inc. If handled through O & W, Inc., customers must abide by carrier requirements for a timely notification of damage. Customers should notify O&W, Inc. as quickly as possible to help recover and repair furniture through the shipping company’s claim process and requirements. If arranged by the customer, any damage due to shipping is the responsibility of the customer, however, O & W, Inc. will assist in the shipping process to include any claims the customer makes against the shipper.
Claims: These will follow the requirements of most shipping companies. We use several different shipping companies, and each has a different policy, however, recommendations mentioned above under “Damaged Items” should result in a true filing for claims.
Parts, repairs and replacements: As mentioned previously, O & W, Inc. has the final decision on how damages, missing items or parts or compensation to the end customers. Unless in writing, e-mails count as “in writing”, no expressed or unintentional discounts or compensation are the responsibility of O & W, Inc. In general, many items in the designs by O & W, Inc. are easily replaced and repairable by anyone, and will follow its policy to always do its best to take care of customers.
Changes in Specs & Pricing: Specifications and prices are subject to changes without notice and at the discretion of O & W, Inc. This is due to changes in material costs, shipping rates, change in factories, etc. O & W, Inc. will update customers on pricing changes and sales. |
