Our Damages Policy and Guidelines
How to Start a Claim
To report a damaged, defective, or incorrect item, please contact our claims team within 48 hours of delivery at claims@kathykuohome.com or 888-908-2925. Before we can process your claim, we will request the following information:
- Clear images of the damaged, defective, or incorrect item.
- Images of the packaging from all sides (regardless of the condition of the packaging).
- All labels on the box and item.
- Proof of delivery (signed shipping documentation, if available).
Once we have the required information and documents, we can determine the best course of action. Processing time for a claim can take 2-3 business days once all documentation and photos are received. Our team will keep you informed on the process and what the next steps will be.
At Kathy Kuo Home, we work with only the best in the shipping industry to ensure that your items arrive at your home safely and undamaged. In the unlikely occurrence that your item arrives damaged, defective, or incorrect, we will immediately work to repair, discount, or refund your item. Please note that our ability to offer a replacement is contingent on a repair technician's confirmation that the item cannot be repaired back to factory standards. If a repair technician deems the item successfully repaired back to factory standards, the item will not be eligible for a replacement.
NOTE: Shipping fees on orders are non-refundable.
To guarantee the best customer experience, please follow our guidelines below when you receive your delivery.
Damaged, Defective, or Incorrect Item Policy and Guidelines for Freight Items:
All claims must be submitted within 48 hours of your item's arrival. Claims reported after 48 hours of your item's arrival will be denied.
If you receive a freight item with a required signature, please inspect the packaging and open your package immediately (BEFORE SIGNING) inspect the item. If the packaging or the item has obvious damage or is otherwise defective or incorrect, mark the Bill of Lading packing slip as “damaged.” Please take clear photos of the damaged packaging, and damaged or defective item, as well as shipping labels on the packaging and/or item. If the shipment is refused before inspection of the item, you may be subject to re-delivery fees.
After you refuse the shipment, please contact our claims team within 48 hours at claims@kathykuohome.com or 888-908-2925. Please be prepared with photos of the issue to send via email. Once contacted, our team will work with you to provide a resolution.
NOTE: If you sign for a signature-required freight shipment without reporting the damage, defect, or error, you are responsible for all such damages and your damage claim will be denied. All damage claims must also be received within 48 hours of your item's arrival. Damage claims reported after 48 hours of your item's arrival will be declined.
Damaged, Defective, or Incorrect Item Policy and Guidelines for Parcel Items:
All claims must be submitted within 48 hours of your item's arrival. Claims reported after 48 hours of your item's arrival may be denied.
If you receive a no-signature required parcel item, please open your package and inspect it immediately. Please keep all original packaging. If your item is damaged, defective, or incorrect, please take photos of the item and its packaging and report the damage to our claims team at claims@kathykuohome.com or 888-908-2925. Please take clear pictures of the damaged packaging, and damaged or defective item, as well as shipping labels on the packaging and/or item. We cannot accept damage claims without the original packaging, and damages reported after 48 hours of your item's arrival will be denied.
NOTE: Damage claims will be denied if the item has been used or installed.
Open-Box Items Claims Policy:
All claims must be submitted within 48 hours of your item's arrival. Claims reported after 48 hours of your item's arrival will be denied.
In the unlikely occurrence that your item arrives damaged, defective, or incorrect, we will immediately work to repair, discount, or refund your item.
NOTE: Due to limited quantities, if you receive a damaged Open-Box item, it is not eligible for a replacement. All damages must be reported within 48 hours of delivery.
Missing or Incorrect Items Policy and Guidelines:
If an item is missing or incorrect, please call us within 48 hours of delivery. We will promptly investigate the situation and provide a resolution at our sole discretion. Kathy Kuo Home is not responsible for any misplaced or stolen packages. Please note that if we have signed documents or photo proof of delivery confirming that the item has been delivered to the specified address, Kathy Kuo Home is not responsible for the item and will not process a refund or replacement.
If your item is approved as incorrect, we will provide an RMA # and instructions on where to ship the item back. Once we receive your incorrect item, we will send out a replacement item. Incorrect item claims reported after 48 hours of your item's arrival will be declined.
DISCLAIMER: Different computers and web browsers display colors differently. We are not responsible for variations in color between the product you receive and the product shown on our site. Similarly, all items made from natural products (including but not limited to: wood, marble, limestone, alabaster, glazed ceramic, etc.) will have natural variations and no two items will look identical. These variations are expected and will NOT be considered defects, damages, or incorrect items.
Kathy Kuo Home's decisions regarding claims made to the company are final and shall be governed by our Damages Policy. Once Kathy Kuo Home has resolved a claim it will not be reopened. Any damages or wear and tear of items occurring beyond the specified 48-hour timeframe are not the responsibility of Kathy Kuo Home. We appreciate your understanding and cooperation regarding these policies.