Stock Product Return Policy
On-Site Systems, Inc. will accept returns only if the unit is defective and only if an identical replacement item, for the defective item is shipped. We retain the right to have the defective or damaged part replaced at no extra cost to you.:
Returns must be sent freight prepaid and will be shipped back prepaid.
Return Authorization:
On-Site Systems, Inc. does require that you use a return authorization number when returning defective merchandise to us. returns(@)on-sitesystems.com
Glass Color:
Due to variable displays and settings on monitors we cannot guarantee and are not responsible the glass color that are displayed on your monitor. All of the glass products have a greenish tint that the glass industry refers to as Coke Bottle Green. The color comes from the minerals in the manufacturing of glass and adds strength. The color will be darker on thicker glass and larger glass tops. This color is standard to the industry and used by most glass companies, furniture companies, etc.
Not home to receive ordered products or refused deliveries:
UPS or FedEx will usually try three times to make a delivery, they will leave a note on the 1st delivery attempt at the shipping address to notify a delivery attempt. It is your responsibility to be home or contact the shipping company to setup delivery. If product is returned back to us from a failed or a refused delivery. You are responsible for additional return shipping cost and a 15% restocking fee.
Freight Companies (Common Carriers) are not required to deliver inside the home/Apt:
Freight from On-Site Systems does not include freight truck lines to make deliveries inside the physical house. Freight quotes are considered curb side service. You will be notified as to setting up receiving your order and will be responsible to have the necessary help for unloading. A On-Site Systems representative may help you with this set up if needed.
Notice Important:
Freight Truck Deliveries: Even if the box is damaged but the contents appears okay, you should have the driver make a notation on the receivers sheet before you sign for it. If the contents of your package are actually damaged please make a notation and refuse the shipment.
Responsibility for Inspection of Common Carrier (Freight Truck) Shipments:
On-Site Systems shall not accept as a return or credit, any product for which a damage claim against such carrier shall arise wherein such damage was not noted on the carriers delivery receipt at the time of delivery or in the case of "concealed damage", a "request for inspection" must be filed by the consignee to the freight carrier within 15 days of the delivery date. All damage claims are subject to and limited by carriers standard claim policies.
UPS or FedEx Shipping Damages:
Shipping damaged or defective items are managed by us, but we must be notified promptly of any damage or defects returns(@)on-sitesystems.com (within 3 days of arrival of the package). We will need to know the exact nature of the shipping damage or defects. You should not initiate the pick up of the damage shipment. We will do that by calling our dedicated rep with the shipping company who will have the package inspected at it's original destination point and either returned to us or retained by the shipper as salvage. We retain the right to have the defective or damaged part replaced at no extra cost to you. You must retain the original packing for inspection.
On-Site Systems reserves the right to either have a product considered damaged beyond repair and have the shipping company pick the product up, or to have replacement parts sent. The replacement parts will be shipped at our expense by standard ground freight.
Replacement of Shipping Damaged Products:
If product is damaged in shipment, replacement product will be shipped once the damaged claim has been made and when the shipper notifies us that it has been picked up and is in fact damaged due to shipping. This process can take 5-10 business days.
If we do take a return:
You are responsible for return shipping cost and a 25% restocking fee which could be more depending on the condition of the return. We do not credit the original shipping charge. If product shows free ground freight we will deduct the shipping charge from the total and it will not be credited. No duct tape on the box (clear shipping tape only), it has to be in the original box with the original packing.
On-Site Systems Products
On-Site Systems custom items ship in 3 - 6 weeks and orders are not returnable. Your credit card will be charged at time your order is placed (not the time of shipping like most products) on On-Site Systems products. Orders canceled before the product ships will be refunded only 60% of the product cost. On On-Site Systems defective or damaged shipments the above policies apply.