Merchandise Return Policies:
**Authorization Must Be Received Prior To Any Returns/ Refunds **
Most customers have never had to place a claim for lost or damaged goods. We hope you will never experience this inconvenience. If this should happen, however, referring to these procedures can save you much time and annoyance.
You MUST get authorization to return for credit or replacement for any defective items. If you should receive a defective item, simply email or call us letting us know your invoice number and the item that was damaged/missing. We will get back to you shortly with the Return Authorization and instructions. Return authorization requests must be made within 30 days of the date of shipment of the order.
All broken or damaged merchandise is covered by the shipper. If shipper delivers an obviously damaged package to your door, make every attempt to address the delivery person of the obvious damage to your package.. Dented, Torn, Obvious Damage to Packing Materials that could suggest damage to items within packaging. If you receive broken or damaged merchandise, please contact us immediately upon delivery of the your order. Your claim with shipper will be processed immediately upon contacting us.
Savings Haven realizes that lost or damaged goods create a hardship. We are eager to help you resolve the problem and get your replacement or reimbursement as quickly as possible. Established procedures by UPS, U.S. Parcel Post and trucking lines must be complied with, however, or they have a legal right to deny your claim.
All non-defective returns will be subject to a 20% restocking fee upon return.
Frequently Asked Questions About Returns
Q: My order has been lost. I need it now. Can't you just send a duplicate?
A: UPS, Parcel Post, and trucking firms will not accept any responsibility for hardships caused by lost shipments. We regret that we cannot assist you in this manner. We suggest you place and pay for a duplicate order. When the carrier validates your claim, we will send a refund check.
Q: I received a watch that doesn't work. I bought it 3 weeks ago and didn't realize it didn't work properly. What's the procedure on this?
A: Any watch received in a defective condition that doesn't show signs of wear, which is returned to Savings Haven warehouse within 45 days of purchase date in its original display box, can be returned to Savings Haven for refund or replacement. A Return Authorization Form must be used as no merchandise can be returned to Savings Haven without prior consent from Savings Haven.
Q: What if the watch was purchased longer that 45 days previously?
A: Any watch purchased more than 45 days previously which has not been worn, must be accompanied by the service fee and the Guarantee Certificate which is included with each watch. Mail to: Customer Satisfaction, P.O. Box 18435, Fountain Hills, AZ 85269.
Note: For More Information Regarding Customer Satisfaction Warranties and Guarantees, please refer to the last page of the World of Products catalog.
Q: If a 14K gold item is $39.95 or less, is it covered by the costume jewelry guarantee?
A: No. All 14K gold jewelry is covered by the 14K gold warranty regardless of cost.
Q: What if I want to return some items to Savings Haven, like a defective watch or defective jewelry or other items?
A: This is an important question which should be carefully understood. No merchandise may be returned to Savings Haven without a Return Authorization. Follow the procedures as shown on the back of the invoice copy. It will explain our procedure and advise the condition upon which the merchandise maybe returned. Do not return the merchandise at this time. Read the form carefully. Absolutely no exceptions or deviations are permitted. Fill out and mail the return Authorization Request form to Savings Haven. We will send you a special label and authorization to return the items. This label must be used.
Note: "Unauthorized Returns" - Packages mailed to Savings Haven that are not authorized for return, will be refunded less 20% restock charge - NO EXCEPTIONS!
Q: What about guaranteed merchandise that becomes defective? How is this handled?
A: If a guarantee is covered by the manufacturer, the item cannot be returned to Savings Haven for repair. This will only cause delay in repairing your item. Follow the instruction on the guarantee in returning to the authorized repair station.
Q: What if I want to return for refund items that are not defective or damaged?
A: Savings Haven will at times accept merchandise that is not defective but saleable if returned within 45 days. No items will be accepted after 45 days. A 20% restocking and handling fee is charged for such returns. Any such returned merchandise must be in perfect re-saleable condition, in its original container/packaging, must not have been used, in its original condition, with no contents of the innerpack missing. A Return Authorization Request form must be submitted for approval before any item, defective or re-saleable, is returned.
Q: Your costume jewelry guarantee is really great! This guarantee offers replacement regardless of reason for only a small service fee. Do you have a similar guarantee for the 14K gold jewelry?
A: Savings Haven offers a separate warranty for 14K gold jewelry. Gold and gems are by far the biggest cost factor in 14K gold jewelry compared to labor for costume jewelry.
The only feasible guarantee we can offer for 14K gold jewelry is to guarantee that it's exactly as described. Money will be refunded if the 14K gold jewelry is returned it its original box and is in perfect re-saleable condition, exactly as received and unused, within 10 days of purchase date. There is no restocking fee when 14K gold jewelry is returned under the conditions of the guarantee.
Note: All Savings Haven jewelry and watches come with guarantees and warrantees. Please refer to the last page of the World of Products catalog for more information.
What If I Have A Claim?
Savings Haven makes a supreme effort to see that your orders are shipped correctly and that they reach you safely. Every order shipped is double-checked for accuracy. If a member places a claim for a shortage on an order, we take special care that it will not happen again. The member's file is flagged, Each order placed by a flagged account must be double-checked by a supervisor before it is packed and shipped. The quality control procedure is one of the most stringent in the industry. In addition to retaining overseas inspectors, each shipment is spot-checked on arrival. If excessive defects or a problem is found, the entire shipment is individually inspected and imperfects removed. Items are again randomly inspected on the order filling line.
Savings Haven seeks the best value which takes into account price as well as quality. WE believe we offer the best quality for the lowest possible price. However, quality is subjective and viewed differently by each person. What appears to be a flaw to one person may be viewed as a natural mark of beauty to another. From time to time, claims may also arise because spot-checking cannot assure that 100% of flawed merchandise is removed.
Savings Haven uses Styrofoam pellets as cushioning material when packing your order. These pellets are much more costly than shredded newsprint which is commonly used. The pellets do not compact, and therefore offer more protection. They are much lighter than shredded paper thereby saving you shipping costs.
Despite all of these precautions, claims do arise. Savings Haven's adjustment and return policy is truly very simple. We want to protect you and make you feel comfortable - and make certain you get what you pay for. We have established some requirements to make our policies and programs workable.
The cost to Savings Haven for processing each claim today is an average of $7.50. UPS advises their cost is at least the same. It also costs you time in filling out forms, packing items for return, requesting and scheduling an inspector, mailing cost and other inconveniences. Minor claims really should be ignored.
CLAIMS
Claims will fall under the following categories: (1) Lost order, (2) Damaged merchandise, (3) Shortage on order, (4) Defective merchandise, (5) Wrong item sent, (6) Pilferage, (7) Manufacturer's Guarantee defect.
Lost Orders
It doesn't happen often, but carriers such as UPS, truck lines and Parcel Post do lose orders. If you have placed an order and have not received it in a reasonable period, do the following:
1.) Email or Call Savings Haven with the following information: Your Name, Your Distributor's Name, Invoice Number, Approximate dollar amount remitted and how the order was paid. Personal check? Charge card? Money order? Tell Us of any items already received and what shipment/ Items are lost2.) Savings Haven will check our records to find the date your order was shipped and the carrier used.
3.) Savings Haven will initiate a tracer with the carrier. Normally a response is received within 10 working days after the tracer is initiated. Most carriers require a 10-day waiting period before they will accept a tracerrequest. The U.S. Postal Service requires a 30-day waiting period from date of shipment before they will accept a tracer. (90 days outside continental U.S.)
4.) Savings Haven will notify you when we receive the result of the tracer. Results of a tracer are generally one of the following: The Carrier is unable to prove delivery. Therefore, a refund has been issued, or we have reshipped your merchandise as you requested. The Carrier will submit a photocopy of a delivery receipt which will be forwarded to you. It will show the order was delivered in full, and the signature of the person who received the order and the date it was delivered. If, after receiving the photocopy, you find the signature is not yours, a neighbor's or a member of your family's return the photocopy to Savings Haven together with a denial of signature letter. We'll then file a denial of signature claim with the carrier. This will require an additional 7 to 10 working days. We'll notify you of the results. The Carrier may have returned the order to Savings Haven for the following reasons:
UPS made three attempts at delivery to you and no one was home.
Your delivery address is a Post Office Box. UPS does not deliver to a Post Office Box. They notify you, but if no response is made within seven days, the package is returned to Savings Haven.
You have moved and your order was sent to your former address. The package may have been retained by someone who signed for the package at your old address, or the shipment was returned to vendor.
Damaged Merchandise
Claims for damage vary with UPS, Parcel Post and truck lines. When a shipment is delivered to you by any carrier, you are requested to sign a receipt. Before signing, inspect all cartons. Be sure you receive the number of cartons you are signing for. Inspect each box for signs of damages Such as crushed, torn, open, unsealed tape, etc. If you do find outward damage, sign the receipt with the words "Exception - Damage" in the margin if no other space is available.
If your carrier is United Parcel Service:
Contact Savings Haven. Advise that you have called UPS and give the invoice number of the shipment involved. Explain the damage involved, number of cartons received and whether you desire a replacement or refund. This information will prepare us for a claim report from UPS.
IMPORTANT:
DO NOT RETURN DAMAGED MERCHANDISE TO Savings Haven. Inspection must be made on your premises. Returning items voids any possibility of an adjustment.
Hidden Damage - UPS or DHL Shipments:
If you should receive a shipment delivered by UPS or DHL that shows no visible damage, but upon inspection you discover damage due to evident rough handling, contact Savings Haven within 30 days of invoice date and report the damage. Savings Haven will issue a refund or replacement as you request.
I
f your carrier is the U.S. Postal Service:Before signing for delivery, inspect each box for damage (crushed, torn, open cartons).
If you find visible damage, sign the receipt with the words, "Exception - Damage."
Contact Savings Haven. Give us the invoice number, number of boxes received and damage involved.
Your local Post Office will provide you with the claim form "Form 1000". It will give you instructions on how to fill in your portion. Be sure to enclose a copy of your invoice. The post office clerk will sign and stamp the claim form as being authorized and accepted at the post office.
The post office clerk will forward the Claim Form to Savings Haven.
Savings Haven will complete our portion of the form and return it to the post office Claims Department.
The post office will notify Savings Haven with the results of the claim.
Savings Haven will then issue a refund. The entire process takes 30-60 days.
If your carrier is the Postal Service and you discover hidden damage:
Take packaging and item to your local post office.
Follow the same process as above.
If your carrier is truck or air freight service: (not very common)
Before signing for delivery, inspect each box for signs for damage.
If you find any damage to the carton (crushed, torn, open, unsealed tape), sign the receipt with the words: "Exception - Damage."
Truck and air freight claims are paid directly to you, the consignee, so all claims for damage or loss must be filed with the carrier.
The name, address and phone number of the carrier is on the bill of lading given to you at the time of delivery. If the information is not there, request it from the driver or call your local phone directory operator for the information.
Contact the carrier and advise of the damage. They will give you instructions on inspection and filing your claim.
Savings Haven need not be involved unless you experience some difficulty and need our help in filing your claim.
If there is no obvious damage, but you discover broken items after opening, call the carrier for instructions concerning how to place a claim.
If your drop-ship customer experiences damage, have them follow the same steps in placing a claim with the carrier. Do not have your customer return the damaged goods to you. This will invalidate the claim.
If there is serious damage, it is best to stop unpacking until after inspection by the carrier.
Shortages
If you receive an order form Savings Haven and find it has not been filled completely
:Check your invoice. If the item was out of stock, it was not charged to you. If the item does not appear on your invoice, be sure to immediately email or call Savings Haven.
Thoroughly check the cartons and packing. Small items may be under the packing material. Before you sign for delivery, check the condition of the cartons. If they are torn or tape removed, sign for the receipt with an "Exception - Opened Carton." If there is a shortage due to tampering, a claim must be placed with the carrier. Follow the same procedures as if there is damage.
If there is no tampering and an actual shortage exists, contact Savings Haven. We'll need to know the invoice number, number of cartons received, the missing item number, and whether you prefer a refund or replacement.
Savings Haven will investigate the shortage. When the item is confirmed as not shipped, it will be shipped or a refund will be issued, which ever you prefer.
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