Damages Policy and Guidelines
At C. Elle Home, we work with trusted manufacturers and delivery partners to help ensure your order arrives safely and in excellent condition. In the unlikely event that an item arrives damaged, defective, incomplete, or incorrect, please follow the guidelines below so our team can review and resolve your claim.
How to Start a Claim
All damage, defect, missing-item, and incorrect-item claims must be submitted within 48 hours of delivery.
Contact C. Elle Home:
Email: cs@carinellemead.com
Phone: +1 802-276-6326
Please provide:
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Your full name and order number
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Clear photographs of the damaged, defective, or incorrect item
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Photographs of all sides of the packaging, regardless of its condition
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Photographs of all labels on the packaging and item
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A copy or photograph of the signed Proof of Delivery, Bill of Lading, or other delivery documentation, if available
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A brief description of the issue
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Confirmation if the original packaging is unavailable
Please keep the item and all original packaging until your claim has been resolved.
Claim Review and Resolution
Once all requested information and documentation have been received, please allow two to three business days for the initial claim review. Additional time may be required to coordinate with the manufacturer, carrier, delivery provider, or repair technician.
Depending on the circumstances, C. Elle Home may offer an appropriate resolution, including:
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Professional repair
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Replacement parts
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A replacement item
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A partial refund or discount
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A merchandise refund
The availability of a replacement may depend on inventory, manufacturer availability, and whether a qualified technician determines that the item can be restored to factory standards.
If a technician confirms that an item has been successfully repaired to factory standards, the item will not also qualify for replacement. C. Elle Home reserves the right to determine the appropriate resolution based on the condition of the item, available documentation, manufacturer guidance, and standard furniture-industry practices.
Original shipping and delivery fees are non-refundable.
Freight, Standard Delivery, and White Glove Items
Claims must be submitted within 48 hours of delivery. Claims received after this period may be denied.
For freight, Standard Delivery, or White Glove items requiring a signature:
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Inspect the packaging before signing the delivery documentation.
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Open and inspect the item while the delivery team is present whenever permitted.
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If the packaging or item appears damaged, defective, incomplete, or incorrect, clearly write “DAMAGED” on the Bill of Lading or Proof of Delivery before signing.
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Take clear photographs of the item, packaging, shipping labels, and visible damage.
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Keep a copy or photograph of the signed delivery documentation.
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Contact C. Elle Home within 48 hours.
Signing a delivery document without noting visible damage may limit our ability to submit a successful claim to the carrier. Claims involving visible freight damage may be denied if the delivery was signed for without the damage being documented.
If you refuse a shipment, contact C. Elle Home within 48 hours and provide photographs and details explaining the refusal. A shipment refused before the item is properly inspected may be subject to storage, return-shipping, or redelivery fees.
Parcel Items
For items delivered by UPS, FedEx, or another parcel carrier:
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Open and inspect the package immediately after delivery.
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Keep all original packaging, inserts, labels, and materials.
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Photograph the item, all sides of the packaging, and all shipping labels.
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Contact C. Elle Home within 48 hours.
Claims may be denied if they are submitted after 48 hours, the original packaging has been discarded, or the item has been used, installed, assembled, altered, or modified.
Open-Box Items
Claims concerning open-box items must be submitted within 48 hours of delivery.
If an open-box item arrives with damage beyond what was disclosed at the time of purchase, C. Elle Home will review the claim and may offer a repair, discount, or refund.
Because open-box items are available in limited quantities, a replacement may not be available.
Missing or Incorrect Items
If an item is missing from your delivery or you receive an incorrect item, contact C. Elle Home within 48 hours.
Please provide your order number, photographs of the item received, all packaging and shipping labels, and a description of what is missing or incorrect.
If an incorrect-item claim is approved, C. Elle Home will provide return authorization and instructions. The incorrect item must be returned in its original condition and packaging before a replacement or other approved resolution is issued.
Claims submitted after the 48-hour reporting period may be denied.
Lost, Misplaced, or Stolen Packages
At C. Elle Home, we work with trusted manufacturers and delivery partners to help ensure your order arrives safely and in excellent condition. In the unlikely event that an item arrives damaged, defective, incomplete, or incorrect, please follow the guidelines below so our team can review and resolve your claim.
Natural Variations and Color Differences
At C. Elle Home, we work with trusted manufacturers and delivery partners to help ensure your order arrives safely and in excellent condition. In the unlikely event that an item arrives damaged, defective, incomplete, or incorrect, please follow the guidelines below so our team can review and resolve your claim.
Additional Conditions
At C. Elle Home, we work with trusted manufacturers and delivery partners to help ensure your order arrives safely and in excellent condition. In the unlikely event that an item arrives damaged, defective, incomplete, or incorrect, please follow the guidelines below so our team can review and resolve your claim.
Contact Us
At C. Elle Home, we work with trusted manufacturers and delivery partners to help ensure your order arrives safely and in excellent condition. In the unlikely event that an item arrives damaged, defective, incomplete, or incorrect, please follow the guidelines below so our team can review and resolve your claim.