Please contact us immediately should an item you received arrive damaged. Please retain all packaging until your matter is resolved as items may be required to be shipped back to the manufacturer's warehouse. Claims must be reported within 48 hours of shipment delivery.
For missing items, please keep in mind that items with an order often ship separately due to varying lead times. Check if your order is arriving in multiple shipments by tracking your order via the Order Confirmation email.
For freight shipments: DO NOT sign for the delivery until you have inspected it and are 100% sure that your order is in perfect condition. Batten Home will not be held responsible for items after they have been delivered and signed for. Your signature indicates that you approved of the condition of the your shipment upon delivery. If damage is visible, please contact us immediately. Be sure the driver notes the damage on the delivery confirmation and request an exemption number for claim processes. We will file a damage claim with the carrier and ship a replacement or replacement parts to you. Replacement lead times are subject to the manufacturer’s availability.
For shipments with visible damage at the time of delivery: PROMPTLY TAKE PHOTOS of the damaged item and the packaging and notify us immediately. DO NOT throw out any packaging.
For shipments with concealed damage at the time of delivery: PROMPTLY TAKE PHOTOS of the damaged item and the packaging and notify us within 48 hours. DO NOT throw out any packing.
Please Note: If you have received a damaged product that can be fixed with replacement parts or we have agreed to replace, but choose to return the item rather than accept replacement parts or the replacement, you will be responsible to return the damaged item and will be refunded the amount of your order only, less shipping charges. Any costs associated with shipping the product back to Batten Home is the customer’s sole responsibility.