MERCHANDISE RETURN AUTHORIZATION
AUTHORIZATION FOR RETURN OR REPLACEMENT
To obtain Karlin Enterprise's authorization to return a defective item for credit or replacement, simply call Karlin Enterprises within 30 days of purchase. Non-defective merchandise returns will incur a 20% restocking fee, and must also be returned within 30 days of purchase.
CONDITIONS
Non-defective merchandise must meet the following conditions to qualify for return acceptance.
a. Merchandise must be in its original minimum inner pack quantity, as shipped by Karlin Enterprises. Broken quantity inner packs are not returnable.
b. Sample items are not returnable.
c. Merchandise, merchandise packaging, and inner pack must bear no markings or be otherwise defaced or damaged.
Returns which do not meet the conditions described in this return policy will be returned and shipping cost of return will be charged.
ITEMS WITH GUARANTEES OR WARRANTIES
If a purchased item includes a product guarantee or warranty, follow the instructions on the guarantee or warranty for repair or replacement.
ITEMS DAMAGED DURING SHIPMENT
All merchandise damaged during shipment is covered by the shipper. If you receive merchandise damaged during shipping, please contact our Member Services department within 30 days of the date of shipment of your order, and your claim will be processed immediately. NOTE: Established procedures by UPS, U.S.Parcel Post, and trucking lines, must be complied with or they may deny your claim.
Q: I received
a package. Upon examination I found a broken ceramic vase. Should I place a claim with the carrier or return it to Karlin Enterprises?
A:Please
contact Karlin Enterprises.
Q: What procedure do I follow
if I place a claim for a lost shipment and it arrives soon after?
A: Please notify Karlin Enterprises
immediately so we can close our files without continuing unneccessary expenses for Karlin Enterprises and the carrier.
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 credit
your account or send a refund check at your request.
Q: I wore the defective watch
and it does show signs of wear. Won't you repair it?
A: Yes. Any defective watch purchased
from Karlin Enterprises that shows signs of wear will be repaired free of charge,
providing it was purchased within the previous 30 days. Proof of date and purchase
(your invoice) must be included, as well as a note saying the watch is defective,
with a brief explanation if necessary. Send to:
Karlin Enterprises
ATTN:Customer Satisfaction
1107 N. Linwood Ave.
Indianapolis, IN 46201
Q: What if the watch was purchased longer than 30 days previously?
A: Any watch purchased more than
30 days previously which has not been worn, must be accompanied by the service
fee and the Guarantee Certificate which is included with each watch. Send to:
Karlin Enterprises
ATTN:Customer Satisfaction
1107 N. Linwood Ave.
Indianapolis, IN 46201
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: 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: Karlin Enterprises offers
a separate warranty for 14K and 10K gold jewelry. Gold and gems are by far the
biggest cost factor in 14K/10K gold jewelry compared to labor for costume jewelry.
The only feasible guarantee we can offer for 14K/10K gold jewelry is to guarantee
that it's exactly as described. Money will be refunded if the 14K/10K gold jewelry
is returned in perfect resalable condition, exactly as received and unused,
within 10 days of receipt. There is no restocking fee when 14K/10k gold jewelry
is returned under the conditions of the guarantee.
Note: All Karlin Enterprises
jewelry and watches come with guarantees and warrantees.
WHAT IF I HAVE A CLAIM?
Karlin Enterprises makes a supreme effort to see that your orders are shipped
correctly and that they reach you safely. Every order shipped from Karlin Enterprises
is double-checked for accuracy. Karlin Enterprises's quality control procedure
is one of the most stringent in the industry.
Karlin Enterprises 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.
Karlin Enterprises 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.
To recycle the pellets, call (800) 828-2214.
Despite all of these precautions, claims do arise. Karlin Enterprises'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.
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) 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:
Phone Karlin Enterprises. Please have the following information ready:
- a. Your name as it appears on your Karlin Enterprises receipt.
b. A copy of the order submitted to Karlin Enterprises and date submitted.
c. Dollar amount remitted and how the order was paid. Which charge
card?
- Karlin Enterprises will check our computer to find the date your order
was shipped and the carrier used.
- Karlin Enterprises will initiate a tracer with the carrier. Normally
a response is received within 5 working days after the tracer is initiated.
Most carriers require a 10-day waiting period before they will accept
a tracer request. 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.)
- Karlin Enterprises will notify you when we receive the result of the
tracer. Results of a tracer are generally one of the following:
a. The Carrier is unable to prove delivery. Therefore, credit has
been issued to your credit card, or we have reshipped your merchandise
as you requested.
b. 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.
c. 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 Karlin Enterprises's Adjustments Department 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.
d. The Carrier may have returned the order to Karlin Enterprises
for the following reasons:
i. UPS made three attempts at delivery to you and no one was home.
ii. 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 Karlin Enterprises.
iii. 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 Karlin
Enterprises.
DAMAGED MERCHANDISE
Inspect each box for signs of damage such as crushed, torn, open, unseamed
tape, etc. If you do find outward damage, sign the receipt with the
words "Exception – Damage." For United Parcel Service
deliveries, contact Karlin Enterprises's and give the invoice number
or the shipment involved. Explain the damage involved, and whether you
desire a replacement or credit to your credit card. This information
will prepare us for a claim report from the carrier.
HIDDEN DAMAGE BY CARRIER
If you should receive a shipment delivered by carrier that shows no
visible damage, but upon inspection you discover damage due to evident
rough handling, call Karlin Enterprises within 15 days of invoice date
and report the damage. Karlin Enterprises will issue credit or replacement
at your request.
SHORTAGES
If you receive an order from Karlin Enterprises and find it has not been filled completely:
- Check your invoice. If the item was out of stock, it was not charged to your account. If the item does not appear on your invoice, be sure to advise the Karlin Enterprises Department representative when you call or write.
- Thoroughly check the carton(s) and packing. Small items may be under the packing material. Upon receipt, check the condition of the carton(s). If there is a shortage due to tampering, a claim must be placed with the carrier. Follow the same procedure as if there is damage.
- If there is no tampering and an actual shortage exists, contact Karlin Enterprises. We'll need to know the invoice number, number of cartons received, the missing item number, and whether you prefer credit or a replacement.
- Karlin Enterprises will investigate the shortage. When the item is confirmed as not shipped, it will be shipped or credit will be issued to your account, whichever you prefer.
- If reweighing your shipment or other checking procedures indicates all items were shipped, we will advise you.
