Overage/ Shortage Items | Aidan Gray Claims

Shortage / Overage Items

Damage claims must be reported to our office within five (5) days of the receipt of order. In the event of a claim, you must save all ORIGINAL packaging materials. Freight damage must be held up to 90 days per carrier or until claim is resolved. Repairs may be made locally if a quote for repairs is approved by AGH prior to repairs being made. No returns or damaged merchandise will be accepted without a Return Authorization issued by AGH customer service department.

OUR ENVIRONMENTAL APPROACH TO DAMAGE
In our continuing effort to be as cost conscious and environmentally friendly as possible, Aidan Gray personnel inspect all products during production and before packaging so that we do not ship products from abroad to you, wasting natural resources and fuel, not to mention time and money. However; occasionally, something may get by us. In addition, the use of reclaimed lumber and materials may pass our inspection criteria, but may not meet your expectations. Many of our products have inherent qualities that are characteristic of old woods that have had previous lives. All of our publications carry detailed disclaimers about what to expect in any given product. It is the customer’s responsibility to clearly understand our grading standards around our products. In addition, damage may happen during shipping, but may be repairable with a simple touch up. Aidan Gray reserves the right to repair or replace the product at our discretion based on images supplied. We will first attempt to repair any product in place to ensure that we are bringing any issue to the most environmentally friendly resolution possible. We hope that our approach to conservation is acceptable to you as we extend our resources as broadly as possible. Should we be unable to restore a product to our guidelines, we will replace the product if available.
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Shortage/ Overage Part
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- I understand the distinct look and feel of Aidan Gray and understand that the product is not meant to look new and in fact that it is designed to resemble found objects and architectural antiques. It will not be perfect. We understand products are heavily distressed resulting in chipping, flaking, rusting and cracks are built into the products and cannot be claimed as defects.
- I understand that all products received UPS must be inspected within 5 days of receipt. Failure to do so will result in a loss and denial of submitted claim.
- I understand that all products received via freight that may be damaged must have been noted on the B.O.L. at the time of delivery. If something did not look right at the time of delivery, we undertand it was our responsibility to note it on the B.O.L. We fully understand that not making said notes on the B.O.L. at the time of delivery could result in the denial of this claim.
- It is fully understood that freight damage must be held up to 90 days per the carrier or until claim is resolved.
- It is fully understood Aidan Gray does not accept returns for any reasons. If we insist upon returning a product, I am fully aware I must pay a 25% restocking fee plus all shipping charges to and from AG warehouse. It is also understood that all items must be received in original packaging in sellable condition and that AG reserves the right to deny a return if said box (es) are not returned in sellable condition.
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Shortage / Overage Items

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