Shipping Policy

Visible Loss or Damage

Concealed Loss or Damage

Receiving Your Shipment

When receiving your shipment it is important to do the following:

• Your shipment may consist of a number of individual boxes placed on a single pallet. The pallet will need to be separated to be unloaded. Unless specifically requested, no truck lift-gate services is ordered for delivery. The truck driver is required to assist in "breaking-down" the pallet and in unloading of individual boxes off the truck. Please note that you will need to have at least one other person to help the driver with unloading. If you do require additional unloading help or lift-gate services from the carrier, you may contact the freight carrier directly to request such service, however any additional charges for custom unloading are to be your responsibility.
• Count all pieces of your freight. Even if your shipment arrived on a pallet there should be a piece count on the bill. Ensure that all pieces are accounted for.
• Check shipment for any visible damage to containers. If the boxes are dented, crushed, scratched, punctured, or cut it is very important to mark this on the bill of lading. If there is a possibility of damage it may be necessary to open the box and mark the actual damage on the bill of lading. It is important to be specific.
• . Boxes that have been dropped may not show obvious signs of external damage, (for example for saunas it is a good idea to check the heater and door boxes very carefully). You may want to open these specific boxes before the driver leaves to ensure that the contents do not have concealed damage. The driver may refuse to allow you the time to open specific boxes - if this is the case, open the boxes as soon as possible, but not later then 3 days after the delivery, to inspect for damage.

Refusing a Freight Shipment & Freight Carrier Fees

If the shipment is damaged and unusable, it may be necessary to refuse part or all of the order. Call our shipping department at 1-415-355-1668 before refusing any shipment. Kitchen & Bath Gallery will assist in filing a freight claim for damaged freight if the carrier is our normal in-house carrier. If the carrier was chosen by the consignee then it will be the responsibility of the consignee to file such a claim. Should a shipment arrive with damages caused by the carrier, the carrier will return the merchandise "Dead Head" at no cost to either party. Do not attempt to return any shipment back to Kitchen & Bath Gallery or the originating factory without prior authorization from Kitchen & Bath Gallery. Please review the kitchen Bath Gallery Return Policy for additional information. Please note that any additional freight carrier's fees such as re-delivery, special notification and lift-gate services are the responsibility of the customer (unless otherwise noted on your order). If such services are requested by you and billed to Kitchen Bath Gallery, all such fees shall then be re-billed to your credit card. If the freight carrier is unable to deliver the freight due to problems with contacting you or setting up delivery appointments, storage fees may be assessed by the carrier ?in such case all storage fees are the responsibility of the customer and shall be billed to your credit card.

Cancellation and Return Policy

• If an order is cancelled prior to shipment, payment will be fully refunded minus a 5% bank credit charge. Note that we consider your product to be "shipped" when a Bill of Lading and tracking number have been generated for a freight carrier. After products are considered shipped, cancellations are treated as returns as described below.
• All returns require a Return Merchandise Authorization (RMA) from our Customer Service Department. Please call 1-415-355-1668 to obtain an RMA. No returns will be accepted or any credit granted without an RMA. To provide any credit or replacement units we must first have a chance to receive and completely inspect your return.
• Per our "30 Day Risk-Free Return Policy" returns will be accepted within 30 business days of product receipt. Shipping charges on returns shall be the responsibility of the customer and all returned items must be returned in "new" or "like new" condition, in undamaged original manufacturer's packaging and with all original product manuals. After the product is received, inspected and verified to be in "like new" condition, a full refund will be provided on the product purchase price minus any original shipping charges and minus a 5% bank credit charge. For products sold with a "Free Shipping Promotion" the actual freight cost to originally ship the product will be deducted from your refund. We do not charge any other charges or re-stocking fees for returns.
• If you refuse an item delivered by a commercial shipping company for any reason other than damaged merchandise or a shipping error by us, the item shall be treated as a return and charges described in Section 3 above shall be applied. Additional charge of 10% and any additional freight carrier charges shall be billed to you.
• Most products come with a manufacturer's warranty which is located in/on their packaging or in their documentation. We do not provide any warranty over and above the manufacturer's warranty.
• Please note that custom manufactured products like saunas, custom ordered showers or any other custom manufactured or special ordered products may not be returned. If such products are damaged in shipment, we will assist you with freight claims, or if a product is found to have a manufacturing defect ?it will be repaired or replaced based on manufacturer's warrantee policies.