Damage Claim Policy

Damage Claim Policies for Allumette Home LLC

Last updated: July 24, 2026

This Damage Claim Policy describes what to do if a piece from Allumette Home LLC (the "Site," "we," "us," or "our") arrives damaged, and how we work with you to resolve it. It applies to all deliveries made through allumettehome.com, whether curbside or white-glove/inside delivery.

Please read this policy carefully. By accepting delivery of a piece from Allumette Home LLC, you agree to follow the steps outlined below in order to be eligible for repair, replacement, or refund in the event of shipping damage.

How to Report Damage

Damage happens — when it does, please follow these steps to ensure the fastest and smoothest resolution.

Immediately upon delivery, inspect all items to ensure there is no damage. Once delivery is complete, the shipper will not accept responsibility for damaged items without proper documentation, so this step must happen before the carrier leaves.

Document all visible damage with photos from multiple angles, showing both the item and its packaging. Include a short video where possible.

The Bill of Lading (BOL) is your legal record of delivery condition. Write a clear, specific description of the damage before the driver leaves, and have the driver sign to acknowledge it. Use the following as your guide: if the damage is structural, severe, or affects the piece's function or integrity, refuse delivery and note the reason (for example, "carton crushed; arm dented — refuse"). If the damage is cosmetic or minor, accept the piece and note the damage for inspection (for example, "glass top cracked; accept with damage for inspection"). When in doubt, accept and document — a refused delivery cannot be recalled once the truck has left, but an accepted item can still be resolved through inspection.

If your delivery is curbside and you were not able to fully inspect the piece before the carrier departed, note that limitation on the BOL and proceed to the next step as soon as you have unpacked and inspected the item.

Within 48 hours of delivery, email [hello@allumettehome.com] with your documentation (including the BOL), your invoice or PO number, and the name of the damaged item. Claims submitted without this documentation, or after this window, may not be eligible for resolution, or may take significantly longer to process. If you miss the 48-hour window, contact us anyway; we will do what we can, though we cannot guarantee the same outcome as a timely claim.

Concealed Damage

Some damage is not visible until a piece is unboxed or installed. If you discover damage that was not apparent at the time of delivery, notify us within 3 business days of delivery, following the same documentation requirements above. Claims made after this window, or where original packaging has been discarded, may not be eligible for resolution, as we are no longer able to verify when or how the damage occurred.

How We Resolve Claims

Once we receive the required documentation, we will work with the shipping carrier or manufacturer to determine the appropriate resolution for your piece: repair, replacement, or refund. The determination of remedy is made at Allumette Home LLC's discretion, in coordination with the responsible carrier or manufacturer, based on the nature and extent of the damage. We will coordinate pickup and re-delivery of the piece as part of this process.

Limitation of Liability

Allumette Home LLC's responsibility with respect to shipping and delivery damage is limited to facilitating your claim with the applicable carrier or manufacturer as described in this policy. Allumette Home LLC does not accept liability for damage occurring during shipping or receiving, and is not responsible for incidental, consequential, or delay-related damages arising from such damage. Our role is to advocate on your behalf for the fastest and most complete resolution available through the parties responsible for the damage.

Changes to This Policy

We may update this Damage Claim Policy from time to time to reflect changes in our shipping partners, operations, or applicable law. The version posted on our website at the time of your delivery governs your claim. This policy is governed by the laws of the State of Arizona, without regard to its conflict-of-law provisions.

Questions

If you have questions about this policy, or about a delivery you're concerned about, contact us at [hello@allumettehome.com].