251 Adams Rd, Kelowna, BC V1X 7R1 T 1 800 567 3060 F 250 765 1213 E cs@heart wood.ca www. heart wood.ca www. heart wooddl .com PG-1 25 Oct 17 Our Warranty Process Standard Warranty Process Heartwood Manufacturing Ltd. (HML) and Heartwood Distributors Ltd. (HDL) understand that a legitimate warranty claim can be the result of several different circumstances. Some of these include order entry error, manufacturing defect, material defect, or concealed freight damage. We always trust that all warranty claims are legitimate and not the result of improper handling or installation error at your end. Therefore, you can rest assured that any information we request is not intended to disprove your claim. The information has two purposes; First, to ensure we are sending the correct parts to fix the problem the first time, and secondly, to help us determine the cause of the problem and prevent it from happening again. We appreciate your cooperation and patience as we work through this process together. Keep in mind, we can’t make parts or units if we aren’t certain what is wrong (it’s not always what it appears to be) or if we don’t have a serial number for the units involved. We are regularly updating and improving our products so the unit you have may not be the most recent revision. This could affect the fit of the parts we send. It is our goal to get all warranty claim parts and units out to you as quickly as possible. Once we have all the information we need to be certain we are sending the correct parts to rectify your problem, we will produce and ship them to you on a high priority basis. If more info is still required after we ship, we will continue to work with you to get that information. One additional request we have is that you ensure that your receiving department is diligent at inspecting the pallets and cartons when they arrive, before they sign them off as received in good condition. When they leave our plant or warehouse they are well protected and in good condition. We attach photos of the pallet, as it looked when it left our premises. If the pallet or carton arrives broken down or damaged in any way, this needs to be indicated on the bill of lading if any claim is to be made against the carrier. Please do not refuse damaged freight. This will result in delays in the replacement of the damaged products. This ensures the cost is covered by those responsible and not those who aren’t. 1. Failure to store salvage items until the Claim Investigation is complete (90 -120 days), will result in the carrier refusing to honor the claim. Freight claims denied for the reasons of “NO SALVAGE AVAILABLE” will be invoiced back to the customer along with any ancillary freight charges incurred. 2. Advise Customer Service within 7 days upon receipt to initiate the warranty replacement and the freight claim processes. A copy of the freight proof of delivery, reference to order number, item(s) missing or damaged, and pictures will be advantageous when submitting a claim.