WARRANTY PROCEDURE

If it is determined by HOD that there is a defect in the product, HOD will (at our discretion) repair or replace the product.

• PLEASE NOTE: After three (3) Seasons we prorate our warranty by 50% from the date of shipment.
• Cost of shipping and labor to install are not included in this warranty.
• HOD is not liable for shipments which are lost, delayed, or damaged in transit.
• If a product is suspected by the end-user to be defective, the purchaser must follow the following procedures in a timely manner (within 30 days of receipt of shipment) to ensure proper handling of the claim:
  • The End-User (as defined under 'DEFINITIONS' below) should contact the Customer (as defined under 'DEFINITIONS' below) to initiate the process.
  • The Customer should then contact their Design Consultant directly. Please provide the following information:
    • Purchase Date
    • Order number or Invoice number.
    • Product code(s) of the product(s) in question
    • A detailed description of the problem including symptoms, on-site analysis, questions, photos, etc.
  • Following the initial contact, HOD will determine if all or a sampling of the shipment must be returned for evaluation, or if digital photos and descriptions will suffice. If appropriate and if instructed by the Customer to do so, HOD will communicate directly with the End-User to gain more information. If appropriate, an authorization will be issued for product return. Products returned without prior written authorization will be refused.

RETURN POLICY

• No merchandise returns will be accepted without prior written authorization. Return requests will be accepted for credit if submitted and approved within 30 days of receipt of shipment.
• Any products returned under the following conditions will result in a 25% restocking fee and the Customer will incur freight charges:
• Customer ordered incorrect product from HOD.
• End-user did not open packaging or did not use product for its intended purpose.

FREIGHT CLAIMS

• HOD assumes no responsibility for freight issues or disputes with carriers.
• All claims for merchandise delayed, lost or damaged in transit are the responsibility of the consignee.
• All claims for freight over-billing are the responsibility of the Customer.
• All merchandise is carefully inspected by HOD before packing and is packed in an approved manner before it leaves the factory. When accepting shipment, any missing pieces, cartons, etc., or visible damage must be noted by the consignee on the receiving ticket prior to signing. Any claims for concealed damage must be filed with the delivering carrier within 30 days of receipt of shipment.
• Failure to properly file claims may result in refusal of the claim and subsequent loss to the consignee or Customer.
• PLEASE NOTE: All cartons containing garland should be unpacked immediately upon receipt by the consignee. See note under "Holiday Outdoor Decor Traditional Series Warranty" above.

DEFINITIONS

A Season

• The decorative products manufactured by HOD are in compliance with the US National Electrical Code's specifications for Temporary Outdoor Installations. These products are therefore intended for seasonal use and are not designed to be left in place year-round.
• Therefore, a "season" is defined as a 60-day period spanning the relevant holiday(s). Generally, this is understood to indicate the period from just before Thanksgiving until just after New Year's Day, but the definition can be applied to any other holiday such as Independence Day or Hanukah, etc.

Customer & End-User

• HOD is a manufacturer and does not sell to the general public. Rather, we build products to order when instructed to do so by our distributors. As such, our "customers" are qualified vendors who retail products such as ours, and have chosen HOD to build those products for them. Therefore a distinction must be made between our customers (distributors) and our customers' customers (end-users).

Normal Conditions of Use and Service

• This term is defined by common-sense, industry-standard practice and is therefore, of necessity, somewhat vague. It includes, but is not limited to, the following specifications:
  • The product is not modified in the field by the end-user unless instructed to do so by HOD.
  • The product has not been mistreated by the end-user.
  • The product is installed correctly and safely by qualified professional field personnel in an approved manner as guided by the relevant instruction sheet(s).
  • Electrical loads are properly cabled in accordance with all relevant laws & codes.
  • Products manufactured by HOD are intended for temporary, seasonal installation. As such they must be inspected regularly (a maximum of every 30 days), and proper maintenance and adjustments performed, such as de-icing, adjusting cables, replacing lamps, etc.
  • Products are properly stored in the off-season. (This is, perhaps, the greatest source of premature product degradation. Please consult the relevant Instruction Sheet.)
  • Proper annual maintenance is conducted, such as cleaning, lamp replacement, etc.
  • Products are installed in locations where inclement conditions are reasonable and appropriate to the size and physical makeup of the product.
  • In general, products manufactured by HOD are designed to withstand winds up to 40 mph with no ice load. However, common sense dictates that larger items, or items with more foliage, will be more vulnerable to wind.
  • It is the responsibility of the purchaser who designs the on-site display to ensure that product selection is made with common-sense regard to inclement conditions.
  • It is the responsibility of the installer to contrive a safe, effective installation.