DAMAGED & DEFECTIVE MERCHANDISE POLICY

Effective upon posting

At NC Discount Furniture, we want every order to arrive in good condition and meet the quality standards reasonably expected of the merchandise purchased.

Furniture is large, heavy, and may travel through multiple warehouses and freight facilities before reaching the customer. Although we work with manufacturers, distributors, freight carriers, and delivery providers to minimize problems, shipping damage, missing components, or manufacturing defects can occasionally occur.

This policy explains how NC Discount Furniture handles those situations.

Damaged or defective merchandise is handled as a claim and is not considered a standard return. A damage or defect does not automatically entitle the customer to cancel the order or receive a refund.

When a claim is verified, NC Discount Furniture will work with the manufacturer, distributor, carrier, delivery provider, or other responsible party to provide an appropriate remedy.

1. INSPECT YOUR ORDER AT DELIVERY

Customers should carefully inspect their furniture at the time of delivery whenever reasonably possible.

For White-Glove, Room-of-Choice, Threshold, or Freight deliveries, please inspect the merchandise before the delivery team leaves.

Check:

• Front, back, sides, top, and bottom

• Upholstery

• Wood and finished surfaces

• Glass and mirrors

• Drawers and doors

• Legs and feet

• Hardware

• Reclining or moving mechanisms

• Electrical components, when applicable

• Quantity of pieces received

• Assembly performed by the delivery provider, if applicable

• Packaging for signs of impact or mishandling

Look for:

• Tears

• Scratches

• Dents

• Chips

• Cracks

• Broken components

• Crushing

• Punctures

• Water damage

• Missing parts

• Incorrect merchandise

• Other visible transportation damage

2. VISIBLE DAMAGE MUST BE DOCUMENTED

If visible damage is discovered during delivery:

1. Photograph the damage before the delivery team leaves.

2. Photograph the entire item.

3. Photograph the damaged area from multiple angles.

4. Photograph damaged packaging.

5. Note the damage clearly on the delivery receipt, Proof of Delivery, or Bill of Lading before signing.

6. Keep a copy or photograph of the signed delivery paperwork.

7. Contact NC Discount Furniture as soon as possible.

Do not sign paperwork stating that merchandise was received in good condition if significant visible damage exists.

If the driver will not allow adequate inspection or refuses to document visible damage, note that fact on the delivery paperwork whenever possible.

3. DO NOT AUTOMATICALLY REFUSE THE ENTIRE DELIVERY

Customers should not automatically refuse an entire furniture delivery because one item or component is damaged.

Whenever possible, contact NC Discount Furniture before refusing merchandise.

Depending on the circumstances, you may be instructed to:

• Accept the merchandise with damage noted;

• Refuse only the damaged piece;

• Accept undamaged portions of the order; or

• Refuse a severely damaged item.

Do not refuse undamaged merchandise unless NC Discount Furniture or the delivery provider instructs you to do so.

Unauthorized refusal of undamaged merchandise may result in freight, storage, redelivery, handling, or return transportation charges.

4. CONCEALED SHIPPING DAMAGE

Some transportation damage may not be visible until merchandise is unpacked.

Examples include:

• Cracked frames

• Damage underneath furniture

• Broken internal components

• Hidden upholstery damage

• Damaged mechanisms

• Damage concealed by factory packaging

If concealed damage is discovered, contact NC Discount Furniture within 24 hours of delivery whenever reasonably possible.

Prompt notification is important because freight carriers and manufacturers often impose short claim-reporting deadlines.

When concealed damage is found:

• Stop unpacking if continuing could cause additional damage.

• Photograph the merchandise.

• Photograph all packaging.

• Retain cartons, foam, wrapping, pallets, and other packaging.

• Do not discard shipping labels.

• Do not attempt significant repairs.

• Contact NC Discount Furniture promptly.

A delayed report may affect our ability to recover from the carrier or manufacturer and may limit available remedies. Nothing in this requirement eliminates rights that cannot legally be waived.

5. SMALL-PARCEL DELIVERIES

For merchandise delivered by UPS, FedEx, USPS, or another small-parcel carrier:

If the carton or merchandise is damaged:

• Retain all packaging.

• Photograph the exterior carton.

• Photograph the shipping label.

• Photograph the interior packaging.

• Photograph the entire product.

• Photograph the damaged area.

• Contact NC Discount Furniture promptly.

Do not discard the damaged product or packaging until the claim has been resolved or NC Discount Furniture tells you that it may be discarded.

6. HOW TO SUBMIT A DAMAGE OR DEFECT CLAIM

Customers should submit claims through the NC Discount Furniture Damage & Defect Claim Form or contact us at:

info@ncdiscountfurniture.com

Please provide:

• Customer name

• Order number

• Email address

• Phone number

• Item name

• Manufacturer

• SKU or model number, if available

• Delivery date

• Description of the issue

• Whether the problem was visible at delivery

• Whether the issue was noted on the delivery paperwork

• Whether the merchandise has been assembled or used

We may also request:

• Photograph of the complete item

• Close-up photographs

• Photographs from multiple angles

• Photographs of packaging

• Photograph of the shipping label

• Photograph of the manufacturer's product label

• Photograph of the serial number

• Photograph of the delivery paperwork

• Video showing the issue

• Measurements

• Additional documentation reasonably necessary to evaluate the claim

Submitting a claim does not mean that the claim has automatically been approved.

7. KEEP ALL PACKAGING

Customers should retain all original packaging while a shipping-damage claim is being evaluated.

This may include:

• Cartons

• Boxes

• Pallets

• Foam

• Plastic wrapping

• Corner protectors

• Fabric wrapping

• Shipping labels

• Product labels

• Hardware packaging

Carriers or manufacturers may require the packaging for inspection or return transportation.

Do not discard packaging until NC Discount Furniture confirms that it is no longer required.

8. MANUFACTURING DEFECTS

A manufacturing defect is a problem arising from the construction, materials, workmanship, or manufacturing of the product rather than transportation damage, normal product variation, normal wear, or customer-caused damage.

Possible manufacturing defects may include:

• Structural failures

• Defective mechanisms

• Improperly manufactured components

• Missing factory-installed components

• Manufacturing-related upholstery defects

• Defective electrical components

• Manufacturing-related hardware failures

• Other conditions that prevent the merchandise from functioning as reasonably intended

If you believe your furniture contains a manufacturing defect, contact NC Discount Furniture promptly after discovering the issue.

NC Discount Furniture may submit your claim to the manufacturer for evaluation under the manufacturer's applicable warranty or service procedures.

9. DAMAGE AND DEFECT REMEDIES

When NC Discount Furniture confirms a valid damage or defect claim, we will determine an appropriate remedy based on the circumstances, manufacturer requirements, carrier requirements, product availability, warranty coverage, and applicable law.

Available remedies may include:

Replacement Parts

Examples:

• Legs

• Hardware

• Handles

• Drawers

• Doors

• Shelves

• Cushions

• Power components

• Mechanisms

• Glass

• Other replaceable components

Professional Furniture Repair

NC Discount Furniture may arrange for or authorize a qualified furniture technician to repair the merchandise.

Professional furniture repair is a standard remedy in the furniture industry and may be appropriate for repairable cosmetic or structural transportation damage.

Replacement Components

A damaged component may be replaced without replacing the entire furniture piece.

Replacement Merchandise

If repair or component replacement is not reasonably appropriate, replacement of the affected item may be authorized.

Manufacturer Warranty Service

A manufacturer may provide repair, parts, replacement, or other service under its applicable written warranty.

Other Appropriate Resolution

Depending on the circumstances, another reasonable resolution may be offered.

10. NC DISCOUNT FURNITURE MUST BE GIVEN AN OPPORTUNITY TO REMEDY THE ISSUE

Customers agree to provide NC Discount Furniture, the manufacturer, carrier, delivery provider, or authorized service provider a reasonable opportunity to inspect and remedy verified damage or defects.

This may include allowing:

• Photographic review

• Video review

• Manufacturer review

• Carrier inspection

• Technician inspection

• Professional repair

• Replacement-part installation

• Replacement of an affected component

• Replacement merchandise

A customer may not automatically require cancellation or a refund solely because the customer prefers a refund over an appropriate available repair, part replacement, component replacement, warranty service, or merchandise replacement, except where otherwise required by applicable law.

If a customer refuses a reasonable available remedy solely because the customer no longer wants the merchandise, the matter may be treated under the applicable Return & Refund or Cancellation Policy rather than as an unresolved damage claim, where permitted by law.

11. WHEN REPLACEMENT MAY BE APPROPRIATE

Replacement merchandise may be appropriate when:

• Damage is substantial;

• The merchandise cannot reasonably be repaired;

• Necessary replacement parts are unavailable;

• Repair would not reasonably restore the merchandise;

• A structural defect makes repair inappropriate;

• The manufacturer approves replacement;

• Another circumstance makes replacement the reasonable remedy.

Replacement availability is subject to manufacturer inventory and production schedules.

Replacement merchandise may therefore require additional fulfillment time.

12. WHEN A REFUND MAY BE APPROPRIATE

A refund may be provided when:

• The damaged or defective merchandise cannot reasonably be repaired;

• Appropriate replacement parts are unavailable;

• Replacement merchandise is unavailable;

• The manufacturer or NC Discount Furniture cannot provide another appropriate remedy;

• NC Discount Furniture determines that a refund is the appropriate resolution; or

• A refund is required by applicable law.

The existence of damage or a defect alone does not automatically require a refund when an appropriate repair or replacement remedy is reasonably available.

13. MISSING PARTS OR COMPONENTS

Missing:

• Hardware

• Shelves

• Legs

• Handles

• Cushions

• Drawers

• Power supplies

• Assembly components

• Other individual components

generally will be addressed by supplying the missing component rather than replacing or refunding the entire furniture item.

Contact NC Discount Furniture promptly if parts are missing.

14. INCORRECT MERCHANDISE

If you receive merchandise materially different from what is listed on your NC Discount Furniture order confirmation, contact us promptly.

Please do not:

• Assemble the merchandise;

• Install the merchandise;

• Modify the merchandise;

• Use the merchandise;

• Remove identifying labels; or

• Discard the packaging

unless instructed by NC Discount Furniture.

After the fulfillment error is verified, NC Discount Furniture will coordinate an appropriate correction at no additional merchandise cost to the customer.

This may include:

• Supplying the correct component;

• Exchanging the merchandise;

• Arranging pickup;

• Providing the correct merchandise; or

• Issuing a refund if the correct merchandise cannot reasonably be supplied.

15. NATURAL MATERIAL CHARACTERISTICS ARE NOT DEFECTS

Furniture frequently contains natural materials and handcrafted finishes.

Natural characteristics and reasonable variations may include:

• Wood grain

• Knots

• Mineral streaks

• Grain direction

• Wood coloration

• Stone veining

• Marble patterns

• Natural stone coloration

• Leather grain

• Leather scars or markings

• Fabric texture

• Pattern placement

• Fabric dye-lot differences

• Hand-applied finishes

• Distressing

• Antiquing

• Glazing

• Metal patina

• Hand-forged characteristics

These variations are not necessarily defects.

Two pieces from the same collection may not be visually identical.

16. COLOR AND FINISH VARIATIONS

Product photographs are intended to represent merchandise as accurately as reasonably possible.

Actual colors and finishes may appear different because of:

• Photography

• Studio lighting

• Natural lighting

• Computer monitors

• Mobile-device displays

• Screen brightness

• Fabric dye lots

• Natural wood variation

• Stain absorption

• Leather variation

• Stone variation

• Hand-applied finishes

• Manufacturing batches

Reasonable variations in color, grain, pattern, texture, sheen, or finish are not considered shipping damage or manufacturing defects.

Customers for whom an exact finish or color match is important are encouraged to request available samples before ordering.

17. NORMAL UPHOLSTERY CHARACTERISTICS

Certain characteristics of upholstered furniture are normal and are not necessarily defects.

These may include:

• Cushion compression

• Minor wrinkling

• Fabric relaxation

• Minor puckering

• Feather migration

• Cushion softening

• Slight firmness differences

• Normal leather creasing

• Natural leather markings

• Pattern-placement differences

• Minor differences between samples and completed upholstery

Whether a particular condition is considered normal or defective may depend on the manufacturer's specifications and the severity of the condition.

18. CUSTOMER-CAUSED DAMAGE

This policy does not cover damage caused after delivery by:

• Improper use

• Improper assembly

• Unauthorized assembly

• Moving or relocating furniture

• Dropping furniture

• Striking furniture

• Customer modifications

• Unauthorized repairs

• Pets

• Spills

• Stains

• Cleaning chemicals

• Improper cleaning methods

• Excessive moisture

• Excessive dryness

• Direct sunlight

• Heat

• Improper storage

• Failure to follow care instructions

• Normal wear and tear

• Commercial use of merchandise intended for residential use

• Other post-delivery causes unrelated to manufacturing or transportation

Such damage may still be covered if an applicable manufacturer or third-party protection plan expressly provides coverage.

19. DO NOT ATTEMPT UNAUTHORIZED REPAIRS

Do not attempt substantial:

• Repairs

• Refinishing

• Reupholstery

• Structural modifications

• Electrical repairs

• Mechanical repairs

• Other alterations

before NC Discount Furniture or the applicable manufacturer has evaluated the claim.

Unauthorized repair attempts may:

• Cause additional damage;

• Make the original cause difficult to determine;

• Affect a freight claim;

• Affect warranty coverage; or

• Affect available remedies.

Nothing in this section prevents a customer from taking reasonable immediate action necessary to avoid injury or additional property damage.

20. SAFETY-RELATED ISSUES

If you believe furniture presents an immediate safety hazard:

Stop using the merchandise immediately.

Examples may include:

• Structural instability

• Broken load-bearing components

• Electrical hazards

• Reclining mechanism hazards

• Sharp exposed components

• Other conditions that could reasonably cause injury

Keep children and others away from the merchandise when appropriate and contact NC Discount Furniture promptly.

21. INSPECTIONS AND SERVICE APPOINTMENTS

NC Discount Furniture, a manufacturer, or a carrier may require inspection before approving a claim or remedy.

Customers agree to reasonably cooperate with authorized:

• Furniture technicians

• Manufacturer representatives

• Carrier inspectors

• Delivery providers

• Other qualified service professionals

If a service appointment is scheduled, an adult may be required to be present.

Repeated failure to provide reasonable access for an authorized inspection or repair may delay or affect completion of the claim.

22. REPLACEMENT MERCHANDISE AND DAMAGED ITEM DISPOSITION

If replacement merchandise is approved, do not discard the damaged item unless NC Discount Furniture provides authorization.

Depending on the claim, the damaged merchandise may need to:

• Remain in the customer's possession temporarily;

• Be returned to the manufacturer;

• Be picked up by the freight carrier;

• Be inspected;

• Have certain components returned; or

• Be disposed of according to specific instructions.

Customers are expected to make affected merchandise reasonably available for authorized retrieval when required.

23. CUSTOMER COOPERATION

Customers must reasonably cooperate with the claim process.

This may include:

• Providing photographs

• Providing video

• Retaining packaging

• Providing model or serial information

• Providing delivery paperwork

• Allowing inspection

• Allowing an authorized repair

• Making merchandise available for pickup

• Returning defective parts

• Responding to reasonable requests for information

Failure to provide information or reasonable access required to evaluate a claim may delay or prevent resolution.

24. FALSE OR MISREPRESENTED CLAIMS

NC Discount Furniture reserves the right to investigate damage or defect claims when information is inconsistent or when there is evidence that:

• Damage occurred after delivery;

• Photographs have been materially altered;

• Damage resulted from customer use;

• Merchandise has been modified;

• Information provided in connection with the claim is materially inaccurate.

Providing false or materially misleading information may result in denial of the claim where permitted by law.

25. MANUFACTURER WARRANTIES

Some merchandise sold by NC Discount Furniture includes a written manufacturer warranty.

Warranty terms differ by manufacturer and product.

NC Discount Furniture may assist customers with legitimate manufacturer warranty claims, but warranty coverage is determined by the applicable warranty terms.

Manufacturer warranty remedies may include:

• Parts

• Repair

• Service

• Replacement components

• Product replacement

• Other remedies

Manufacturer warranty coverage does not automatically create a right to a refund.

26. RELATIONSHIP TO OUR RETURN & REFUND POLICY

A legitimate damage, defect, missing-item, or incorrect-merchandise claim is different from a voluntary return.

Customers with damaged or defective merchandise should not submit the merchandise as an ordinary return.

The claim will instead be handled under this Damaged & Defective Merchandise Policy.

Reporting a damage or defect does not convert an otherwise final-sale purchase into a generally returnable purchase.

27. RELATIONSHIP TO OUR CANCELLATION POLICY

Once merchandise has been delivered, a legitimate damage or defect is handled through this policy rather than as an ordinary cancellation request.

If an appropriate repair, part, component, replacement, or other remedy is available and the customer declines that remedy solely because the customer no longer wants the merchandise, any request to cancel the purchase may be subject to the NC Discount Furniture Cancellation & Order Change Policy and Return & Refund Policy.

28. LEGALLY REQUIRED RIGHTS

Nothing in this policy is intended to waive, limit, disclaim, or restrict any warranty, remedy, consumer protection, or other right that cannot legally be waived or restricted.

Where applicable federal, state, or local law requires NC Discount Furniture to provide a particular repair, replacement, refund, warranty remedy, or other remedy, NC Discount Furniture will comply with applicable law.

HOW TO REPORT DAMAGED OR DEFECTIVE MERCHANDISE

Contact NC Discount Furniture as soon as possible:

NC Discount Furniture
Email: info@ncdiscountfurniture.com
Website: NCDiscountFurniture.com

Please include your order number with all correspondence.

For the fastest claim review, include photographs of:

1. The entire furniture item;

2. The affected area;

3. The packaging;

4. The shipping label;

5. The manufacturer's product label; and

6. The delivery receipt or Bill of Lading, when applicable.

Do not return, discard, repair, alter, or refuse merchandise without following the instructions in this policy or receiving direction from NC Discount Furniture.