For DTC (Direct To Consumer) purchases and orders directly placed with TLC (Vinotemp/Avanti) internal sales or website:
A: Upon receiving a call from customers reporting damage to a delivered item, per warranty terms and conditions,
TLC (Vinotemp/Avanti) allows a 4 day grace period for damages to be reported.
If reported on time, proceed to STEP D.
B: Should damage report be beyond the 4 day grace period, and there were no notations made on pertinent delivery receipt or POD (proof of delivery), customer's order is not eligible to be reprocessed for shipment as unreported damages are not warranted. Per terms and condtions, ALL SALES ARE FINAL.
C: As courtesy, TLC can offer and issue a credit to customer to keep unit as is.
Credit amount will vary depending extent of damage on unit.
D: If reported on time, TLC is to file a claim and process a replacement order for new unit to ship, and the below steps are required from customer:
With any damaged TLC product we would need the following information:
1 ) Pictures of all 4 sides of the outer box
2 ) Pictures of any outer packaging
3 ) Pictures of the inner packaging
4 ) Pictures of the damage ( If it’s a unit, Pictures of all 4 sides of the unit )
5 ) If the item shipped LTL, POD (DELIVERY RECEIPT) must be signed by customer w/ the damages notated.
We must get pictures of all these to be able to file a claim and process a replacement.
Once all photos of a damaged product are collected, a claim must be submitted to tlcfreightdisposition@thelegacycompanies.com
- Provide all Customer information
- Tracking Number & POD
- Copy of the invoice
- Photos of Product Damage
PRODUCT PURCHASED FROM3RD PARTY VINOTEMP/AVANTI RETAILER:
If not purchased directly through Vinotemp or Avanti - customer must be referred back to Place of Purchase for assistance.
VINOTEMP RETAILERS THAT DROPSHIP PRODUCT AND SHIP WITH 3RD PARTY CARRIERS:
CUSTOMERS THAT ORDER UNITS FROM THESE RETAILERS AND REPORT UNITS BEING DAMAGED UPON DELIVERY NEED TO REPORT DAMAGES TO ORIGINAL PLACE OF PURCASE FOR REFUND OR REPLACEMENT
Costco Wholesale or Costco.com - Identified by PO# starting format of 008470: 00847004149646 -Example PO
(COSTCO NEXT HAS ITS OWN SEPARATE 90 DAY RETURN PROGRAM,
IDENTIFIED BY PO# FORMAT 1234-VINO-COSTCO).
**** TLC IS TO CATER TO ALL RETURN OR CREDIT REQUESTS FOR COSTCO NEXT CUSTOMERS WITH MANAGER APPROVAL 1ST.
Lowes
Homedepot
Overstock
William Sonoma
Best Buy
Wayfair
Amazon
Ferguson (we always need to verify)
Walmart
Build.com
TEMPLATE RESPONSE FOR ITEMS ORDERED AND DELIVERED DAMAGED FROM 3RD PARTY RETAILERS:
With the utmost respect, apologies to hear of the item being delivered damaged.
Please be advised that since item was delivered via 3rd party carrier, items damaged via 3rd party carrier are not warranted by the manufacturer.
Due to the 3rd party freight account used for initial delivery, Avanti, Vinotemp, and the legacy companies have no liability to file damage claim or replace the unit.
Manufacturer warranty terms and conditions allow a 4 day grace period for damages to be reported, beyond that grace period, Avanti or Vinotemp is absolved from warranty obligation and fulfillment.
We would advise for (Vendor) to file a claim with 3rd party carrier for the damaged item and submit replacement PO for new unit to ship.