All shipments should be opened, counted and inspected for damage prior to signing the delivery receipt. If the box appears damaged or an item is missing, note it on the delivery receipt, if the unit has visible damage the shipment should be refused. If the damage is fairly minor and you wish to keep the unit note any damage on the delivery receipt, failure to note damages or shortages at the time of delivery means you are accepting the product as complete and in good condition and releases Video Furniture International Inc. (VFI) from all liability.
Damages that are noted on the delivery receipt or shipments that are refused due to visible damage must be reported to VFI immediately. We will either repair the unit if possible when it is returned to us, or send you a replacement and file a damage claim with the carrier. If the damaged unit is kept please retain all packaging for possible inspection by the freight carrier. Digital photos of the products in question will aid the investigation.
Damage that is discovered after the carrier has left is concealed damage; all concealed damage must be reported within 5 business days. Please retain all packaging in case an inspection of the damage is required by the carrier. Digital photos of the products in question will aid the investigation.
Items may be returned to VFI in new/unused condition and original packaging within 30 days (a 20% restocking fee will apply).
An RMA number must be requested and all freight must be prepaid by the customer. Once received back at our facility and inspected a credit note will be issued providing no damage has taken place.
Please click here to download VFI's Freight Policy (PDF)