Home Knowledge and Support Frequently Asked Questions Warranty What is the proceedure for warranty claim?

Frequently Asked Question

What is the proceedure for warranty claim?
Products arrived with apparent damage to the cartons
  • Note down the damage on the receiving slip before signing.  Signing the receiving slip to acknowledge "Received in Good Condition" makes it a lot more difficult to process any subsequent freight claims.  If in doubt, wirte down "Subject to Inspection" on the receiving slip.

  • Take photos of the apparent damage before removing any items on the skid, both close up photos and photos of the entire skid from different angles.  Take photos of the carton(s) with apparent damage.  You would need them to process any freight claims or warranty claims.  The photo attached to the skid shows how it left our warehouse.  We do have more photos from different angles on file for each shipment.

  • If the shipment is FOB CWC warehouse (custom pays for the freight), you should contact the freight company immediately to process a freight claim.  Otherwise, please contact CWC customer service immediately.

  • Open and inspect the product to see if the product inside is damaged or just the carton that is damaged.  If the product is damaged, take photos of the damaged components.  We would need the photos to identify the component for replacement later.  Save all cartons and packaging materials of the damage pieces as the freight carrier may want to send their claim adjuster for an inspection of the damages.

  • Contact CWC to process replacment.

Products arrived with concealed damage
  • Take photos of the carton exterior from different angles.

  • Take photos of the damaged components from different angles.  Photos should include close-ups and the complete damaged component.

  • Contact CWC with all relevant information to process warranty claim.

  • Information such as product code, damaged component description, and photos are required to correctly identify the replacement needed.  You may use the included assembly instruction to identify the components.

Products have manufacture defects
  • Take photos of the damaged components from different angles.  Photos should include close-ups and the complete damaged component.

  • Contact CWC with all relevant information to process warranty claim.

  • Information such as product code, damaged component description, and photos are required to correctly identify the replacement needed.  You may use the included assembly instruction to identify the components. 

Product comes with wrong parts and cannot be assembled
  • Use the included assembly instruction sheet to identify the component required and contact CWC.

  • You may simply circle the component required right on the assembly instruction sheet and sent it to us. 

Product damaged during installation
  • Installation damaged products are not covered under warranty.  Use the included assembly instruction sheet to identify the damaged component and contact CWC to process component replacement.