Harco Defect Policy

Effective 8/30/2023

Our goal is your 100% satisfaction. If your item arrives damaged or defective please follow the procedure as described here:

Please call our awards customer service department at (844) 329-0040 and have your Order # ready when you call. We will replace damaged or defective merchandise until 30 days after receipt, with the exception of Apple Products, Laptops, and Televisions as these items will receive factory authorized home repair service. Returns are not allowed based on Buyers remorse. We will help in any way possible to ensure your satisfaction.

Defectives must be packed in the original manufacturer’s box and include all original packing materials & accessories.

Televisions

• Must be reported within (48) hours of delivery date
• Damage must not be caused by installation or user error
• The following photographs must be sent as well:

1. A picture of the damage
2. A picture of the serial number on the unit
3. A picture of the serial number on the box
4. A picture of each side of the box showing no signs of obvious carton damage

General Guidelines

• An authorization number must be requested prior to any new item being sent out via the Fulfillment Customer Service Team at customercare@awardsheadquarters.net
• requests must be made within 30 days of the original invoice date and are valid for 30 days upon approval
• All items sold as a package or kit must be returned complete. If not, it is subject to refusal or partial credit
• Any item not returned as detailed below is subject to denial and could be returned back to the customer at the customer’s expense

Defectives

• Defective televisions and large appliances must be handled directly with the manufacturer under their warranty procedures
• Defective products must be returned in their original manufacturer’s box with all accessories included
• (1) no-charge call tag can be issued for a defective item.

Visible Freight Damage Claims

LTL Shipments

• Any carton showing obvious signs of damage should be refused at the time of delivery
• If the customer makes the determination to keep a product that shows obvious signs of carton damage, the customer must still note the damage on the Carrier’s delivery receipt
• If the customer did not refuse the shipment, the Fulfillment Customer Service team must be contacted to get the issue resolved within (48) hours of the receipt of goods
• Shipments must be located at the delivery address and should not have left that location in order for a claim to be started. If package was moved, claim and return will be denied
• If the package shipped via an account’s 3rd party LTL, the account will be responsible for filing the damage claim with the carrier

UPS Shipments

• When able to, the customer should refuse any package showing obvious signs of damage
• Shipments must be located at the delivery address and should not have left that location in order for a claim to be started. If package was moved, claim and return will be denied
• If the package delivers, Harco must be contacted within five (5) business days to start a damage claim with the carrier If the package shipped via an account’s 3rd party parcel, the account will be responsible for filling the damage claim with the carrier.