Policies & Procedures
Damaged Package or Product
From time to time, product can incur damage in transit. If the package and or items are received damaged it is essential to document and report the damage as soon as possible. Componance cannot accept responsibility for damaged items after 10 days of receipt of the package. Receipt of package will be determined by the carriers date of delivery or 17 days after the date the package was shipped by Componance. If the package and or items are received damaged, please take photos of all the items and damage, including the package. It is necessary to document and keep all original packaging so that a claim may be made for shipping insurance; failure to do so may result in the dismissal of any claim, refund or replacement. Refunds and replacement are at the discretion of Componance. Please send all photos and details to info@componance.com for review and next steps. If possible, please include the original sales order number and contact name/company name of the original purchaser for our reference.
Missing Items
Componance takes special care to ensure each order is packed with all parts, tools and instructions and each package is weighed to ensure accuracy. If by chance a part is missing, a claim must be made within 10 days of receipt of the package. Receipt of package will be determined by the carriers date of delivery or 17 days after the date the package was shipped by Componance. Please use the downloadable part chart to accurately describe the part or parts missing as well as the quantity.
Returns & Refunds
Product may be returned at the discretion of Componance for a refund for a period of 60 days from the original date of shipping displayed on the invoice. Product returns must be communicated and agreed upon prior to the items being sent back to Componance and must be received in their original and re-sellable condition - full or partial refunds are not issued for items received damaged. The returnee is responsible for any damages incurred during the return shipment.
Returns are subject to a 15% restocking fee, calculated on the gross order total (excluding the original shipping cost) and must be shipped back to Componance at the client’s expense. Returns must follow the returns procedure set forth below. Componance will not accept expenses incurred due to customs or brokerage fees associated with returns that do not comply with the return policy.
For further clarification or inquiries, please contact us at:
Componance Design Inc.
Return procedure
Product returns are at the discretion of Componance and must be agreed upon prior to being shipped back to Componance. When shipping the items back, the returnee assumes all responsibility in ensuring that the items are received by Componance in their original and re-sellable condition and therefore is responsible to check the package or repackage the items to ensure the items will not be damaged in transit.
Please ensure that each item is packaged in such a way that they will not incur damage and be able to move around within the package. Do not rely on the original packaging as it may have lost its structural integrity during the original shipment. Componance accepts no liability for returned items damaged in transit. Componance does not offer partial refunds on individual product that is received and determined to be damaged while in transit.
When returning items, the following procedure must be followed. Componance will not accept charges or fees associated for non-compliance to the return procedure.
- It is recommended that the returnee photograph all undamaged items prior to shipping; this will aid in making an insurance claim should the items be damaged in transit. Shipping insurance and any associated claim on returned items is the responsibility of the returnee.
- All items must be checked or repackaged to avoid damage in return transit. The original packaging may have lost its structural integrity during the original shipment from Componance and therefore should be checked or repackaged prior to returning. Package each item in such a way that they cannot be damaged or move around in the package.
- In the “purpose” of the shipment on the shipping forms, check the box or indicate that the items are commercial samples or products to be returned. Do NOT indicate that they are a "gift". As each carriers forms are different, it is the responsibility of the shipper/returnee to ensure the correct designation is indicated to avoid customs & duties. Any fees associated with returns not following this step will be deducted from the product refund. IF an HS code is required, please use: 9813.00.00.10
- Returns may be shipped back to Componance on the most economical ground service available. Componance does not cover or refund any shipping fees.
- Please include, inside the package, a note of the original sales order or invoice number and or the contact name/business name of the original purchaser.
- Returns are to be shipped to:
Componance Design Inc.
Attn: Kurt Miller
#197 - 1917 West 4th Avenue
Vancouver, BC, V6J 1M7
Phone: 604-771-5128
Shipping Policies
Componance products are shipped by regular ground service within North America unless otherwise requested. We cannot be held liable for delays, missed deadlines or items withheld due to natural disasters, acts of god, unrest, customs or events beyond our control.
Componance cannot be held liable for items returned, lost or rejected that are shipped to PO Boxes & residential addresses and recommend, when possible, shipping to a well-marked, permanent address or commercial office address. The client assumes liability and any associated fees for any items lost, returned or delayed if shipping to a PO box or residential address or for any returns due to an incorrect, incomplete or unreachable address, including job sites with no clear drop off location.
Shipments from Componance do not require a signature when received. Componance does not accept responsibility for items marked as “delivered” but not physically received. Should the client wish, a signature option is available; clients must inform Componance that they would like this option prior to the items being shipped.
Componance does not accept responsibility or liability for lost or returned product due to an incorrect or incomplete address. All quotes and invoices will display the shipping address which is to be checked and confirmed by the receiver prior to the items being shipped. If there are any updates or changes required to the shipping address it is the purchaser’s responsibility to check and confirm or make the changes prior to the items being shipped. Componance will not accept any fees associated with items lost, returned or rejected due to an incorrect address. Componance cannot be held liable for, nor offer refunds on items that are returned and received damaged due to an incorrect, incomplete or unreachable address or job site without a clear and reachable drop-off location.
Componance cannot be held liable for shipments lost or delayed. Replacement shipments are at the discretion of Componance on a case by case basis. A replacement shipment will not exceed the cost of the original shipment and, unless agreed upon prior to shipping, all replacements are the responsibility of the client. Items lost in transit by the shipping company will, at the discretion of Componance, be replaced through the shipping insurance procedure. For more information, please contact Componance.
Componance has no control over items arbitrarily held up in Customs. Consult your local customs office for retrieval procedures.
Customs & Brokerage
Any applicable customs and brokerage fees are the responsibility of the client. Componance does not calculate, apply nor accept any responsibility for fees associated with cross border or international shipments resulting from any customs or duties. Componance will not accept any fees or product returns due to customs, duties or brokerage costs. Orders under $800 USD typically do not incur customs/duty fees when entering the United States.
For further information or inquiries, please contact us by your preferred method below:
Componance Design Inc.
#197 - 1917 West 4th Avenue
Vancouver, BC V6J 1M7
Phone: 1-604-771-5128
Email: info@componance.com
Agreement
By using the Componance website, downloading any literature, art work, files or designs, completing a sale through our B2B platform or online invoice, you are acknowledging that you have read our terms of service, policies, warranties and procedures and agree to be bound by said policies and procedures. If you have any questions relating to our policies, please contact us at info@componance.com.