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Terms and Conditions - Faux Direct

Terms and Conditions

Please read the Terms & Conditions listed below. If you place an order, whether online, by phone, by email, or by fax, you indicate that you have read, understood, and adhere to the following Terms & Conditions. These Terms & Conditions may have changed since the last time you visited our site.

Order Policy

Orders
Orders must be paid in full and your credit card will be immediately charged when the order is placed. If payment information is missing from the order, it will not be processed and shipped. Shipping charges will be made known during checkout. Small orders will be placed through UPS and larger orders will be placed via common carrier. Cancellations are not accepted 24 hours past placing an order. If no disputes are made during this time, we will assume that you accept the facts outlined in the Terms & Conditions.

Orders Apart From The USA

Custom clearance charges are applied to any order placed outside of the United States. The customer is responsible for these fees.

Samples

Should you place a sample order, you will pay a small flat rate shipping charge. Additional fees will apply if you live outside of the US, or in HI or AK. Builders kits will also have shipping fees.

Prices
Prices are susceptible to change at any time. We also reserve the right to cancel an order due to website malfunctions.

Responsibility to Check Your Order

It is your responsibility to make sure the full content of items in your order arrive in good condition. You will have 72 hours upon receiving your order to report any missing or damaged items. We will not be held responsible for any reports past this 72-hour period.

Changes in Color

We highly recommend that you order all of the materials needed at a single time. Colors change from time to time and may vary slightly each order placed. This is within industry standards and considered a typical occurrence.

We highly recommend you order slightly extra materials as well, and should plan on a 10% waste factor.

If you are in the situation where you need to place an order of additional materials, please send in a sample so we can try our best to match the color. Although we will do our best, we cannot guarantee such things.

Credits
At the time of payment, credit will be issued to the given method of payment/credit. Following the conditions stated in the Returns section, credit will be issued 4-6 weeks upon receiving returned materials.

Refunds, Returns or Cancellations

Cancellations cannot be made 24 hours past time of order. Refunds or returns cannot be made unless items are missing or damaged. These reports must be made within 72 hours to be valid.

Refused Materials

Materials cannot be refused for any reasons other than damaged items. If they are refused, a RMA # provided by a Faux Direct representative must be received. If a RMA # is not received, the materials will be returned to sender at their expense.

Payment Policy

Credit Card Statements

Any charges to your credit card will appear as FauxDirect.com or a product from FauxDirect.com on your statement.

Credit Cards

You must provide the correct name and billing address associated with your credit card upon submission. We accept all major credit cards, including Visa, MasterCard, & American Express.

Terms

Orders must be prepaid. We do not send out invoices.

Coupons

The only coupons accepted are those offered from Faux Direct. You can use coupons on current or future orders, and they cannot be applied to past orders. Coupons can only be used once, and they cannot be combined with other offers. If you place a sample order, you will receive a coupon for the total cost of those samples. If you use part of the coupon for a future order, we will re-issue a new coupon for the less amount. (i.e. if you have a $50 coupon and only use $25, a $25 coupon will be mailed to you).

Shipping Policy

Shipping is not calculated until it is time to check out during the ordering process. The prices you see listed next to the products are without shipping costs. If for some reason the shipping is not calculated during the checkout process, it will be billed to your credit card at a later time. Note: The aforementioned term shipping, and hereinafter, shall be defined as our shipping and handling fee.

You can get an estimated shipping quote by clicking here.

International Customers

Please note that legally you will be required to pay taxes and duties upon collection of your merchandise.

Estimated Delivery Dates

The estimated ship dates on the material(s) you are ordering will be listed on our website. Please refer to there for further information.

Fees for Storage

Depending on the company used to ship your products, you may be subject to their terms and fees regarding storage of your materials. If you are not present during delivery and they have to store our items, you may have to pay fees to do so. For further information, please visit the website of the company used to drop off your order.

You may be subject to storage fees at our facility if a high volume order was placed (over $50,000) and part of the balance was paid prior to production and part prior to shipping. The full balance must be paid prior to completion of the order to avoid these fees. You will have a 5 business day grace period to pay these fees. If these fees are not paid during this grace period, a fee equivalent to 1% of total order cost will accrue per day.

Address Representation

Addresses must be properly specified between business or residential, (i.e. a business that takes place in a home is still considered a residential address). If an address is misrepresented, you will be subject to fees from the delivery company for correction of the address. This will reflect on your invoice and be charged to your method of payment.

Receiving Your Shipment

1     Immediately inspect received materials in a proper form PRIOR to signing for delivery.

2     A signature will be required; you or an authorized adult must be present to receive the materials.

3     Please write on delivery receipt “SUBJECT TO INSPECTION” if you are unable to inspect the order prior to signing and receiving.

4     Please read and follow the directions in the Damaged Shipment section should you receive any damaged materials.

Damaged Shipment

After careful inspection of your delivery, if you find that anything is damaged, you must have the driver make note of this on the delivery receipt as well as reject delivery of your order. Immediately contact Faux Direct at 800-795-3119 to report the damaged item(s).

If you choose to keep the delivery, despite any items being damaged, you must have the driver make note of this as well sign his/or her signature on delivery receipt. Following this, a claim must be filed regarding the damaged portion of your materials with the shipping company directly. (Because the damage is the responsibility of the shipping company, you must be the one to file the claim. Faux Direct cannot be held responsible for filing claims). Please keep damaged items to show delivery company inspector. Call us at 800-795-3119 to reorder or do so online. Your items will be reshipped in the safest way possible. In the unlikely event that your items are damaged again, please follow the same process aforementioned.

Hidden Damage

If you find hidden damage after inspection and signing for delivery, please promptly report this to the shipping company within 24 hours. If this is not done within 24 hours, your request for replacement parts will be considered void, and you will assume any costs for replacement parts. This is why we highly suggest careful inspection upon delivery of your materials prior to signing, and promptly notify us at Faux Direct if any damages are found.

If product is received damaged, PLEASE FOLLOW THESE STEPS:

1     Notify shipping company

2     Call or email FauxDirect.com® with invoice number and damage that occurred

3     Send picture of the damaged product (box, product itself, etc.) and be sure to keep all original packaging material

4     You will receive an email with instructions on how to move forward with resolving your claim.

It is required that any claims made must be supported with photo documentation of damaged parts. You must also submit an invoice number as well as the name of purchaser. If you fail to provide this documentation, the claim will be disregarded. On occasion you will be required to ship the damaged item(s) back to us in order for us to send a replacement.

By ordering from Faux Direct you willingly choose to use independent shipping companies elected by the company. They are fully insured, and will reimburse you for any damaged items as long as proper guidelines are followed. Any items damaged during transit are not under the responsibility of Faux Direct, and we cannot be held responsible for reimbursement or credit to your Faux Direct account.

Return Policy

Because we use high quality materials and procedures in order to create our products as well as carefully inspect each order prior to shipment, no returns can be made unless permission is granted by Faux Direct. If you have a request to return a product(s), it must be made within 30 days of receiving your materials.

Note:

Products that have been altered in any way, shape, or form cannot be returned.

You cannot return clearance or sale items as they are final sale.

Due to differences in textures, color variances are not a logical reason for return.

Please read the above Damaged Shipment section if you are returning an item due to damage during transit.

Product Returns

Please follow the following instructions for product returns in order to receive proper credit to your account.

1     Please call 800-795-3119 to begin the return process. You will receive a Return Merchandise Authorization (RMA) number as well as return shipment address. If the return is shipped to an incorrect address or if there is not a valid RMA number, we will not be held responsible for extra charges.

2     When returning products, please send in original packaging. If the products are not securely and properly packaged, a return claim cannot and will not be filed.

3     Mark the RMA number legibly on the outside of the box(es).

4     You must pay the return shipping costs, including insurance, and arrange for the return shipping on your own. If the return is a result of an error on our behalf, we will arrange and pay the associated shipping costs.

5     A 20% restocking fee will be charged for returning items. If the items were custom, the fee might be higher.

6     In order for credit to be processed, all items returned to Faux Direct must be in resalable condition. Merchandise will be inspected prior to authorizing credit.

7     You have 30 days from the date the RMA was issued to return items to FauxDirect.com.

Faux Direct Panels 15-Year Limited Warranty

All faux Direct panels come with a 15-year limited warranty. The faux Direct panels are designed to withstand normal outdoor conditions for this length of time. The warranty includes the promise that the panels will not rot, crack, split, or peel during this time.

The warranty includes all manufacture defects (if defects are reported within 30 days upon receival of product). Any damage done by improper maintenance, improper installation, accidents, alterations, misuse, abuse, fires, acts of God, or use of product not intended for use by Faux Direct will not be covered under the 15 year limited warranty.

Each faux Direct panel is coated in a U.V. protection finish and this does prevent and slow down the sun fading process. However, slight fading could occur, as it would with anything left in the sun. Faux Direct is not responsible for normal fading of product in the sun.

Faux Direct’s 15 year warranty does not apply to tornado or hurricane damage.

If Faux Direct determines that a product is in fact defective, we will issue either a product replacement or a credit to your account (per our discretion).

This warranty specifically omits the following:

Destructive chemicals

Misuse or abuse

Fire or flood

Vandalism

Distorting and warping from excessive heat

Accretion of Mold and Mildew

Damage from shipping or handling

Lightning, hurricane, tornado, windstorm, earthquake, or any other acts of god

Animal of any kind, including birds

Typical weather inducing color changes (including sunlight fading)

Impact damage from external or falling objects

Damage from installing improperly

Quick Ship Policy

Quick Ship Orders

Quick Ship Orders policies are the same as all of our standard policies, with the exception of the following:

Ship Dates

We do our best to make sure that our Quick Ship Items are shipped within 1-3 business days, however from time to time there are events that prevent us from achieving this (i.e. weather, etc).

Order Revisions

Quick Ship items are open to revision up until shipment date. Revisions can and will cause a delay in shipment.

Cancellations

You have until the Quick Ship items have been shipped to cancel your order. An RMA may be requested once the items have shipped. Please see Quick Ship Return Policy below.

Quick Ship Return Policy

Returns are allowed on Quick Ship Items, however the request must be made within 30 days from receival of items. Follow the following procedure in order to receive proper credit when returning quick ship items.

1     Please call 800-795-3119 to begin the return process. You will receive a Return Merchandise Authorization (RMA) number as well as return shipment address. If the return is shipped to an incorrect address or if there is not a valid RMA number, we will not be held responsible for extra charges.

2     When returning products, please send in original packaging. If the products are not securely and properly packaged, a return claim cannot and will not be filed.

3     Mark the RMA number legibly on the outside of the box(es).

4     You must pay the return shipping costs, including insurance, and arrange for the return shipping on your own. If the return is a result of an error on our behalf, we will arrange and pay the associated shipping costs.

5     A 20% restocking fee will be charged for returning items. If the items were custom, the fee might be higher.

6     In order for credit to be processed, all items returned to Faux Direct must be in resalable condition. Merchandise will be inspected prior to authorizing credit.

7     You have 30 days from the date the RMA was issued to return items to FauxDirect.com.

Website Quantities

At Faux Direct we do our best to reflect accurate numbers of product available listed on our website for quick shipments. On occasion these numbers may not be accurate. In these instances the shipment dates would need to be revised in order to fulfill entire shipment.

Clearance Policy

Clearance Orders

(It is recommended you purchase a touch-up kit because clearance items may contain blemishes or scratches.)

Clearance Orders policies are the same as all of our standard policies, with the exception of the following:

Ship Dates

We do our best to make sure that our Clearance Items are shipped in a well-timed fashion, however from time to time there are events that prevent us from achieving this (i.e. weather, etc).

Order Revisions

Clearance Items are open to revision up until shipment date. Revisions can and will cause a delay in shipment.

Cancellations

You may cancel your order of Clearance Items only up until shipment date. Past shipment, orders are no longer available to be canceled.

Return Policy

Clearance items as well as sales of clearance items are final sales and will not be eligible for return. We also recommend the touch-up kit, as clearance items may contain blemishes or scratches.

Website Quantities

We do our best to properly represent the inventory numbers of Clearance Items on our website, however, due to the nature of these items we cannot guarantee 100% accuracy of these numbers. We reserve the right to cancel an order if we are unable to properly fulfill it, such as items not being fully in stock. If this does happen, you will be immediately notified and a refund will be issued.

Miscellaneous

Customer Responsibility

FauxDirect.com® shall be held harmless from any and all claims by the buyer as a result of injury, damage or wrongful installation to an ultimate user or other person caused by the product sold herein by the seller to the buyer, whether the injury or damage results from the assembly, installation, operation, shipment, storage or manufacture of this product. Please consult local building codes prior to installing the products.

Panels Around Fire Places
Our standard panels are created with a high-density polyurethane material. Although they appear to be realistic, they do not act as a substitute for authentic stone. They are constructed with Class B Construction Material, and do have the ability to be used around openings of Fireplaces and Stoves, pending you follow proper installation of these items. Please also follow the Fireplace Insert/Stove Manufacturer’s specifications for appropriate clearances.

Please keep a 6” inflammable border around the open hearth of a “live flame” before installation of Faux Direct faux panels. Following the 6” minimum border, please use fire rated panels made Class A Construction Materials to insure your safety. We recommend this because there is always a chance of an ember or live flame coming in contact with the panel when placed around an open hearth containing a live flame.

(Class A fire rated panels are fire heat retardant, not fire proof. Do not use inside a hearth).

You also must adhere to any, and all, building and/or fire codes regarding clearances that are pertinent in your area.

Faux Direct is an Illinois-based company.

Any and all disputes between Faux Direct and the customer/user shall be governed by the laws of the State of Illinois, without giving effect to its conflicts of laws principles and any and all legal actions arising from any such disputes shall be venued and heard in the State or Federal Courts sitting in Cook County, Illinois, and such courts shall have the exclusive venue for any such actions. Customer/User specifically acknowledges and agrees to this choice of law and venue provision and will not make any form of motion, argument or the like for an inconvenient venue in any such action which may arise between Faux Direct and the Customer/User.

Faux Direct reserves the right to make changes to this site and terms and conditions at any time.

Failure to follow any of the previously stated procedures may result in forfeiture of monies and/or merchandise due to you.

Questions?

If you have any questions or comments regarding our Terms and Conditions, please contact Faux Direct at 800-795-3119 M-F 9am-5pm CST or email us at [email protected].

Thank you!

 

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