At Selamat we are committed to delivering first quality product in a timely manner, and resolving claims in a way that is mutually beneficial to both us and our customers. We acknowledge that damages may occur at the factory level, after shipping, or in some cases after use. While all claims are handled individually, we rely on our showroom, and ecommerce partners to help us reduce the expense and footprint of re-shipping/replacing large pieces by utilizing local repair or selling the item at a discount where possible. Selamat retains the right to repair, replace, credit, or refund at our discretion. All claims must be filed using our Return Authorization Form . Upon receipt of a submitted Return Authorization Form, our team will ensure that all necessary fields have been included and will reply to the claim between 3-5 business days.
Because we work with natural materials, certain distressing and or inconsistencies may be part of the design/charm of the product and are not considered damages. Additionally every screen displays color differently and therefore Selamat assumes no liability for variations between the actual product coloring and how it is displayed on a screen or in a printed catalog.
If there is a damage as a result of shipping, it is REQUIRED that the details be noted on the Bill of Lading (BOL) at the time of receipt and signed by the carrier before they leave. Failure to do so often results in the refusal of a claim and Selamat will not be responsible for replacement or repair. If customer uses own shipping account or carrier, it is the customer's responsibility to file the claim and place/pay for a replacement PO, if required.
If there was a fulfillment error, Selamat must be notified promptly within 7 days of receipt of the shipment by completing the RA Request Form. Incorrect items must be returned in first quality condition in their original packaging, and the correct item will be shipped promptly.
In rare circumstances there may be concealed damage, not as a result of shipping, that was not identified in quality control. We require that any Selamat product be unboxed within 7 days of receipt and a claim filed promptly using the RA Request Form. We rely on our partners to help us reduce the expense and footprint of re-shipping/replacing large pieces by utilizing local repair or selling the item at a discount where possible. Selamat retains the right to repair, replace, credit, or refund at our discretion.
DAMAGE AFTER USE
If you or your customer finds that an item is damaged or defective within one year, please complete the details on the RA Request Form. Our policy aims to cover all manufacturing defects, to ensure your product is received as purchased, while distinguishing them from any performance related issues. While we will attempt to reach a mutually desired resolution, Selamat reserves the right to replace, repair, or credit at our discretion.
We do not accept returns for buyer’s remorse. In certain exceptional circumstances where a return is granted, item must be first quality in original packing, and a re-stocking fee of 20% will apply. Shipping charges will not be refunded.
When an end-customer reaches out to Selamat regarding a damage, return, or exchange request, we will direct them back to the retail partner where they purchased. Each retailer has their own unique return policy, and if ultimately payment must be returned to the customer it will be the retailer’s responsibility to do so as they collected funds originally.