Compensation Policy
At SteelNook, we value our customers and are committed to providing high-quality products and exceptional customer service. This After-Sales Compensation Policy outlines the terms and conditions under which we offer compensation for issues that may arise after the sale of our products. Please read this policy carefully to understand your rights and our responsibilities.
1. Eligibility for Compensation
You may be eligible for compensation under the following circumstances:
Defective Products: If you receive a product that is defective or damaged upon arrival, you may be entitled to a replacement, repair, or refund.
Incorrect Items: If the item you received does not match the description or is not what you ordered, we will correct the issue by sending the correct item or offering a refund.
Shipping Errors: If there is an error in the shipping process that results in the loss or damage of your order, we will work with the shipping carrier to resolve the issue and compensate you accordingly.
2. Compensation Options
Depending on the nature of the issue, we may offer one or more of the following compensation options:
Replacement: We will send you a new item free of charge if the original product is defective or incorrect.
Repair: If feasible, we will arrange for the repair of the defective product at no cost to you.
Refund: We may offer a full or partial refund for the purchase price of the product, depending on the extent of the issue.
Store Credit: In some cases, we may provide store credit that can be used for future purchases on our website.
3. How to File a Claim
To file a claim for compensation, please follow these steps:
Contact Us: Email us at infos@steelnook.com within 14 days of receiving your order. Please include your order number, a detailed description of the issue, and any supporting documentation, such as photos of the defective or damaged product.
Review Process: Our customer service team will review your claim and may request additional information or evidence to assess the situation accurately.
Resolution: Once we have reviewed your claim, we will inform you of the resolution and the compensation option(s) available to you. This process typically takes 5-7 business days.
4. Exceptions and Exclusions
Compensation may not be available in the following situations:
Normal Wear and Tear: Damage or defects resulting from normal wear and tear, misuse, or improper care are not eligible for compensation.
Unauthorized Repairs: Any repair or modification not authorized by SteelNook may void your eligibility for compensation.
Final Sale Items: Products marked as “Final Sale” or “As-Is” are not eligible for refunds or exchanges unless they are found to be defective upon receipt.
5. Shipping and Handling Costs
Return Shipping: In cases where a product needs to be returned for replacement or repair, SteelNook will provide a prepaid shipping label. If the issue is determined not to be the fault of SteelNook, return shipping costs may be the responsibility of the customer.
Refund Processing: Refunds will be processed using the original payment method within 7-10 business days after the return is received and inspected.
6. Changes to This Policy
We may update this After-Sales Compensation Policy from time to time. Any changes will be posted on this page with the revised effective date. We encourage you to review this policy periodically to stay informed about your rights and our compensation procedures.
7. Contact Us
If you have any questions or concerns about this After-Sales Compensation Policy, please contact us at:
SteelNook
Email: infos@steelnook.com