Refund policy

ENTITY: Design Max ("The Seller", "The Company", "We")

COUNTERPARTY: The Purchasing Customer ("The Buyer", "You")

IMPORTANT LEGAL NOTICE:

PLEASE READ THE FOLLOWING TERMS CAREFULLY. BY SUBMITTING PAYMENT AND FINALIZING AN ORDER WITH DESIGN MAX, THE BUYER ACKNOWLEDGES HAVING READ, UNDERSTOOD, AND AGREED TO BE BOUND BY THESE TERMS. THESE TERMS CONSTITUTE A LEGALLY BINDING CONTRACT AND SUPERSEDE ANY VERBAL REPRESENTATIONS.

1. FULFILLMENT PROTOCOL & CHAIN OF CUSTODY

1.1. Quality Control & Inventory Verification

Design Max utilizes a strict Triple-Check Fulfillment Protocol. Every order is electronically scanned, physically weighed, and visually inspected by two separate fulfillment agents prior to sealing. A timestamped "Pack Log" is generated for every shipment.

  • Completeness Guarantee: We certify that all Full Kits leave our facility with 100% of required hardware and components.

  • Burden of Proof: In the event of a "Missing Parts" claim, Design Max relies on our weight-verified Pack Logs. Claims of missing items must be substantiated by the Buyer via continuous unboxing video footage or high-resolution photography of the unopened packaging contents immediately upon arrival.

  • Post-Opening Disclaimer: Design Max rejects all liability for parts lost, misplaced, or discarded by the Buyer or their contractors after the package has been opened.

1.2. Shipping & Transfer of Risk

  • FOB Origin: Responsibility for the goods transfers to the Buyer once the shipment is handed over to the carrier (UPS/FedEx/USPS/Freight).

  • Carrier Delays: Delivery dates are estimates only. Design Max is not liable for financial losses, project delays, or contractor standby fees caused by carrier delays, weather events, or supply chain interruptions.

2. INSTALLATION LIABILITY & PRODUCT ACCEPTANCE

2.1. The "Installer's Risk" Clause

Design Max is strictly a material supplier. We do not provide, supervise, or warrant installation services.

  • Zero Liability: The Buyer assumes total risk for the installation process. Design Max is held harmless against any claims regarding damage to personal property (walls, doors, floors), personal injury, or damage to the product itself resulting from installation.

  • Third-Party Contractors: The Buyer is solely responsible for vetting and overseeing third-party installers. We do not reimburse for errors made by hired labor.

2.2. Modification Constitutes Acceptance

CRITICAL: The act of attempting to install, modify, or alter the product constitutes Irrevocable Acceptance of the product's condition.

  • No Returns on Installed Goods: Once a screw is turned, a hole is drilled, or an adhesive is applied, the product is deemed "Used" and is strictly non-refundable, regardless of fitment issues discovered later.

  • Hardware Integrity: We do not replace screws, bolts, or mechanisms stripped or broken due to overtightening or use of improper tools (e.g., impact drivers on soft metals).

2.3. Replacement Parts Program

If damage occurs during installation (Buyer Error), Design Max may, at its sole discretion, allow the Buyer to purchase specific replacement components. Shipping costs for these parts are the responsibility of the Buyer.

3. CUSTOM FABRICATION & SPECIAL ORDERS (FINAL SALE)

3.1. Definition of Custom Order

"Custom Orders" include, but are not limited to: items cut to specific lengths, custom printed designs, personalized engraving, non-standard finishes, and products manufactured to unique specifications provided by the Buyer.

3.2. Final Sale Protocol

  • No Refunds or Exchanges: All Custom Orders are FINAL SALE. Under no circumstances shall Design Max accept returns based on "Buyer’s Remorse," change of mind, or project cancellation.

  • Specification Liability: The Buyer warrants that all measurements and specifications provided at the time of order are accurate. Design Max is not responsible for fitment failures resulting from inaccurate measurements provided by the Buyer.

3.3. Manufacturing Tolerances & Aesthetics

  • Color Variance: The Buyer acknowledges that screen calibration varies. Slight shifts in color, texture, or finish between the digital representation and the physical product do not constitute a "Defect."

  • Material Batches: Natural materials (wood, metals) have inherent variations. These are features of the material, not flaws.

4. STANDARD RETURN POLICY (STOCK ITEMS ONLY)

4.1. Return Eligibility & RMA

Returns are a privilege, not a right, and are restricted to unused, uninstalled stock items in pristine factory packaging.

  • RMA Requirement: Buyers must request a Return Merchandise Authorization (RMA) via email within 15 days of delivery. Returns received without an RMA will be refused and returned to sender at the Buyer's expense.

4.2. Financial Implications

  • Shipping Costs: Outbound shipping charges are non-refundable. The Buyer is 100% responsible for return shipping costs and insurance.

  • Restocking Fees: To cover labor, repackaging, and inventory loss, the following fees apply:
    - Orders under $100: 15% Fee.
    - Orders over $100: 25% Fee.

  • Damaged Returns: If a returned item arrives at Design Max damaged, used, or with missing packaging, we reserve the right to deny the refund entirely or increase the restocking fee to 50%.

5. DAMAGE CLAIMS & DEFECT RESOLUTION

5.1. Reporting Window (48-Hour Rule)

The Buyer must inspect all packages immediately upon receipt.

  • Time Limit: Claims for transit damage or manufacturing defects must be lodged within 48 hours of the delivery timestamp. Claims made after this window are deemed to have occurred post-delivery and will be denied.

5.2. Evidence & Remedy

  • Documentation: Claims must include clear photos of 1) The external packaging, 2) The shipping label, and 3) The specific damage to the item.

  • Right to Repair: Design Max reserves the right to send replacement parts or repair components to resolve a defect rather than issuing a full refund or replacing the entire unit.

6. DISPUTE RESOLUTION & CHARGEBACK WAIVER

6.1. Agreement to Pay

By placing an order, the Buyer agrees that they are the authorized cardholder and accepts these Terms of Sale.

6.2. Chargeback Policy

Design Max adheres to a zero-tolerance policy regarding "Friendly Fraud."

  • Contesting Disputes: In the event of a credit card chargeback, Design Max will submit this agreed-upon contract, proof of delivery, and our fulfillment logs to the financial institution.

  • Waiver of Rights: The Buyer explicitly waives their right to initiate a chargeback for the following scenarios:
    - Delays caused by shipping carriers.
    - Damage caused by the Buyer or their installer.
    - Dissatisfaction with the aesthetics of a Custom Order.
    - Refusal to pay agreed-upon restocking fees.

  • Collections: Any fraudulent chargebacks that result in a loss to Design Max will be sent to a third-party collections agency, and the Buyer will be liable for all associated legal and collection fees.

7. CONTACT & SUPPORT

For RMA requests or warranty inquiries, please contact our support team.

  • Email: info@designmaxhome.com

  • Support Hours: Mon-Fri, 9:00 AM - 5:00 PM (CST)

Design Max reserves the right to update these terms at any time without prior notice. The terms in effect at the time of purchase shall govern the transaction.