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FAQ

FAQ - After Sale

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  • admin
  • November 27,2019
  • DAMAGED GOODS

【Unfortunately, fragile items are sometimes damaged in shipping.】

If you find that your items are damaged when you receive them. We ask that you report to Customer Service the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item and its packaging. If you fail to report damages in this time frame, we won't be able to file a claim with the carrier which means we can't accept responsibility for the damages.

Once you notify us that your product was damaged, Cobuild will file a claim with the shipper. Claims typically take 8-10 business days to process. Please do not discard the damaged product or the packaging. Typically, the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.

In most cases, we are able to order a replacement item at no cost to you as soon as the damaged one has been pickup. However, the outcome of the claim may result in a charge for the replacement item. Replacements are subject to availability.

If you receive a product that has broken glass/ceramic or a dented shade, please report it within 48 hours, we will provide replacement ceramic/ceramic or shade at no additional charge. If you wish to return a product that was received in broken glass/ceramic situation or with indentation, the standard return policy will apply.

Cobuild is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.

Please contact Customer Service if you have any questions or in trouble.

 

  • DEFECTIVE GOODS

Products with factory defects, missing parts or other problems originating prior to shipment - are handled differently than damage (items that have been damaged by the carrier while in transit) which are discussed in the section below.

We ask that you report any product defects within 7 days of receiving your order. After 10 days, Cobuild will make every attempt to replace your defective goods however additional charges may apply.
Replacement requests always receive priority handling at Cobuild. We realize the delays they can cause. However, they are subject to availability.

Replacements are sent free of charge, but any return shipping costs and the shipping charge of the replacement product will not offer. We will send you return instructions accordingly. Please do not discard the defective product until you receive instructions from Cobuild. Failure to return the defective product or failure to send defective product pictures when we ask you, it may result in delays and there may be a charge for the replacement item and we would all like to avoid this.

Nothing is more frustrating than waiting for a replacement, only to discover that the problem was not properly diagnosed. Help us eliminate installation issues and other non-fixture variables before ordering a replacement. Please be patient with our tech support team and with any manufacturer representatives who ask to work with you to accurately diagnose the problem, and please understand that returned items that are found to be in working condition may not be eligible for a refund or may be subject to a restocking fee.
Cobuild is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods.

 

  • EXPERT CUSTOMER SERVICE

At Cobuild, we take service excellence to a new level. We are passionate about helping our customers find the perfect fixture for their space. Whether it's a small remodel, a massive new construction project or the purchase of that just-right baby spa tub or toddler bathtub, we are here to help you.

We have brought together an impressive team of molding professionals - many with over 10 years of experience. All of our sales people are Bachelor certified, but that's just the foundation. Our hunger for knowledge in the areas of bathroom and design drives us to be in a constant state of learning. We have weekly training sessions to make sure we are up to speed on the latest trends and technology advancements.

We are committed to complete satisfaction and are not just focused on making a sale. We want to truly understand both your functional requirements as well as your aesthetic desires before making recommendations. In addition, we are here to help with tracking down missing shipments, dealing with production delays as well as issues surrounding handling returns and replacements.

We listen to our customers, surveying them often, and are proud to have 4.8 satisfaction scores out of 5. We love to get positive feedback and rave reviews - and we get tons of them - we've shared just a few on our 'brag board!' below –
But we also read the ones with constructive criticism. We strive to learn from our mistakes and are constantly looking for ways to improve our customer's experience. Welcome to Cobuild. We are glad you stopped by and we hope to build the new style of bathroom life with you!

Here's how you can contact us. Contact Us.

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