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DAMAGED ITEM POLICY

DAMAGED, DEFECTIVE OR MISSING ITEMS

East Chateau employs the most reputable and experienced freight lines and shippers to safely deliver products to your home. In the unlikely event that your item arrives damaged, defective or is missing items, we will work with you to immediately repair or replace the item.

Please follow the instructions below to report damaged or defective items, or items that are missing from your order.

PARCEL ITEMS (Usually USPS, FedEx or UPS)

When possible, inspect the packaging before you accept it from the carrier. If the packaging appears damaged, take clear, detailed pictures of the damage.

If you receive a parcel with no signature required, open the package, and inspect the products immediately. Always keep all the original packaging material. If an item is damaged or incorrect, take clear and detailed photos of the item and the packaging and email East Chateau at support@eastchateau.com with the following information:

  • Your Name
  • Phone Number
  • East Chateau Order Number
  • Name and Product Number of Damaged/Incorrect Item
  • Detailed description of damage
  • Include several photos of packaging and damaged item

To file a claim, damages need to be reported to East Chateau within 48 hours of package delivery. As mentioned above, photos of the damaged item are required to file a claim. Please note that we cannot accept a product return that has been used or does not have original packing materials.

FREIGHT DELIVERED ITEMS

When receiving a freight delivery, inspect the packaging/packing materials for visible signs of damage. If the packaging appears damaged, take clear, detailed pictures of the damage and open the item immediately before accepting and signing for the shipment. If the carrier denies you to inspect the shipment, please notate on the packing slip, bill of lading or delivery receipt that the driver will not let you inspect the packed items.  

If the shipment shows external damage, record all the issues on the packing slip, and take clear and detailed photos. If you receive a shipment with no signature required, open the package, and inspect the product(s) immediately. Always keep all the original packaging or packing material. If the item is damaged or defective, take clear and detailed photos of the item and packaging and email East Chateau at support@eastchateau.com with the following information:

  • Your Name
  • Phone Number
  • East Chateau Order Number
  • Name and Product Number of Damaged/Incorrect Item
  • Detailed description of damage
  • Include several photos of packaging and damaged item

To file a claim, damages need to be reported to East Chateau within 48 hours of package delivery. As mentioned above, photos of the damaged item are required to file a claim. Please note that we cannot accept a product return that has been used or does not have original packing materials.

Please Note: If you sign for a signature-required freight shipment without reporting the damage, defect, or error, you may be responsible for all such damages and your damage claim may be denied. All damage claims must be received within 48 hours of your package delivery. Damage claims reported after 48 hours of your products arrival may be declined.

INCORRECT OR MISSING ITEMS

If your order is missing any items or parts, please contact us at support@eastchateau.com as soon as possible, and no later than 10 days after delivery. We will work with you to replace or correct your order as quickly as possible.

NOTE:  We strive to get orders processed and delivered to our customers as quickly as possible. Most orders are processed within 48 hours of the order being placed. To reduce delivery times, we may use multiple distribution centers across the United States for order fulfillment. In some cases, your purchases may be fulfilled from several warehouse locations and items may arrive separately. You will not incur additional shipping charges under these circumstances.

REFUNDS

If you choose to get a refund for an eligible damaged or defective item (as specified above), you will be refunded the purchase price, applicable sales tax and any amount you may have paid to have the item shipped to you. Refunds will be issued to the original method of payment after we receive and process the eligible item. If we are unable to refund the original method of payment, we will provide you with store credit for the amount of the refund due to you, which may only be used for purchases on EastChateau.com.

UNAUTHORIZED RETURNS

Please do not try to return your product without contacting us. Unauthorized returns will not be refunded or credited. Returns made without RMA approval will be returned to sender as refused.