Returns, Refunds & Cancellations
We do not offer returns, exchanges or cancellations to clients within the trade, but we do offer a 15 day return period to consumers. The manufacturer’s warranty for covered products will still apply. Information about the manufacturers warranty and/or support contact information can be found within the items detail page on our website.
In the event of damaged product, please contact your account representative to process your claim. Below are a few details on how to handle the claim appropriately.
We work with Commercial and Residential Design Professionals in projects all over the United States and Canada. To apply for a Trade Account with us, please click here.
Contract and Trade Orders purchased with a discount on List pricing are Final Sale and are not eligible for returns or exchanges. If you are a trade customer and unsure if you want this order, paying retail price will allow you flexibility in returns.
For help with additional questions, please Contact Us!
While it would be ideal to open each box individually and confirm you received the right items in perfect condition, you can't expect the driver to wait while you do that. He has places to go and products to deliver!
However, here's what you can do:
• Inspect the outside of each box/bag. Note on the bill of lading which boxes are damaged and how. Be specific with descriptions like "box has crushed corner" or "bag has hole on long side"; and TAKE PICTURES.
• Look at the stretch wrap. Our stretch wrap is unique with the Fermob Logo on it, this is so that it is easy to tell if the pallet has been re-wrapped before delivery. was used to package the boxes on the pallets, look to see if there are any places where the stretch wrap was torn or pulled away. These could be signs that part of your shipment is missing.
• Count. Make sure the quantities delivered match the bill of lading. If you received a pallet shipment, don't just count the pallets. Count the boxes on each pallet.
Should there be a problem with your shipment, and you need to file a claim, all the information, documentation and pictures must be submitted to use within five days so that we may file with the appropriate carrier. If you find damage to your delivery after the driver leaves, submit your information as soon as possible to firstname.lastname@example.org each freight company has different windows of opportunity for filing claims, but sooner is always better.
At the time of delivery, all boxes should be inspected for suspected damage. If a box shows any damage, the box should be opened for further inspection before the trucker leaves the premises. Damages to any items or boxes delivered MUST be noted on the delivery receipt or bill of lading when you sign to accept the order. Failure to do so often results in refusal of a claim.
If a severe damage to the product is visible upon delivery, please reject the item from the carrier. This will expedite the claim process.
When concealed damage occurs, Shippers normally pay about 10% of the products’ value & must be filed with pictures to the carrier within 3 business days of delivery.
Photos of the damaged pallet, damaged box(es), and damaged product should be taken to carefully document the claim. The more information provided, the more likely your claim will be accepted.
Please retain all packaging materials of damaged items for a minimum of 45 days; this is required, should the carrier elect to inspect the merchandise.
See p. 3 of the Pricelist for the details of Fermob’s Warranty. If the product you receive appears to have a manufacturer’s defect, please provide the following information to begin the Warranty Claim Process: Item number of defective product. Invoice number of defective product. Multiple photos of the defective product from different angles. If Fermob agrees to process your claim, your refund or replacement will be processed by Fermob USA. Your preference of refund or replacement will be taken into consideration, but is not guaranteed.