Most items are carefully inspected
& photographed during manufacture and before packing; the photographs are
retained for at least 90 days.
It is the buyer's responsibly
before accepting delivery to inspect the outside of each carton, box, or crate
that the items are shipped in.
- A damaged
carton, box or crate indicates the items inside were most likely damaged during
shipping. If your delivery appears to have a damaged carton, box, or
crate, follow these instructions:
It is the buyer's responsibility to send by
E-mail a letter to V V G within seven (7) calendar
days of the receipt of any carton, box, or crate that is delivered in a
It is the buyer's
responsibility to take photographs of the damaged carton, box, or crate
before signing any acceptance of delivery forms
It is the buyer's
responsibility to either refuse delivery or have the delivery agent write on
the acceptance form the extent and nature of the damage. Damage to the carton,
box, or crate, and damage to the items after being unpacked both must be
written on the delivery acceptance form and signed by the delivery agent.
You must keep a copy of that form & send it to us.
In every situation of
suspected shipping damage, if the items are accepted in damaged cartons,
boxes, or crates, it is the buyer's responsibility to unpack the items in
the presence of the delivery agent.
Photographs of damage to the
carton, box, or crate, and to the packed items themselves must
clearly show the packing material as the items are being unpacked,
and the damaged items.
The photographs must each be
clear, neither blurred, dark, nor light, be at least
250 KB in size, and allow others to see and understand the damage clearly by
looking at the photographs sent to us.
The shipped items are
insured; the buyer's failure to inspect before acceptance, and the buyer's
failure to document as described here the observable damage at the time of
delivery may void the shipping insurance.
If shipping insurance should
apply but be void because of buyer's failures, this company will not make
any refund for damage incurred.
Remember: Immediately on
arrival of a damaged carton, box, or crate, send us by
E-mail (1) a copy of your delivery
acceptance form, and (2) copies of all photographs taken. Do NOT return a
item broken due to shipping error unless we or a shipping agent asks you.
DEFECT - We can assist buyers' making claim against the manufacturing
factory for its manufacturing defect only when (1) the buyer or his/her
agent follows these instructions; and (2) the factory both examines the best
evidence of the claimed manufacturing defect and the
agrees to repair, replace, or refund the purchase price (excluding shipping
costs) of the item damaged.
A claim for manufacturing
defect must be received by V V G not later than seven (7) calendar days after a
carton, box, or crate is received and accepted by buyer or his/her
agent. The claim must be made by
E-mail that has attached (1) a clear
copy of the delivery acceptance form, (2) photos of the defect as
specified in Section 4 below; and (3) a written statement in
English clearly describing the defect.
"Latent Defects" are any suspected
deviations first reported to V V G later than seven (7) calendar days
after receipt and acceptance. Claims of
Latent Defects are not recognized as a valid claim due to the fragile
and unique nature of all hand-crafted items.
It is buyer's responsibility
to unpack and carefully inspect all items as soon as they are delivered.
When a defect is seen
on an item within 7 days of its delivery, it is
the buyer's responsibility to take clear photographs of (1) the carton, box,
or crate; (2) all packing materials, and (3) all items that clearly show the
claimed manufacturing defect.
Each photograph must
(1) be clear -- too dark, or too light, and all blurred images will not be accepted;
(2) be at least
250 KB in size, and (3) allow others to easily both see and understand the
claimed defect .
Buyer must send to V V G by E-mail the
following: (1) a copy of the
delivery acceptance form (both sides of each page), (2) copies of all photographs taken; and (3) a
clear written description in English of the defect claimed.
Do NOT return any item
unless and until management at V V G specifically in an E-mail letter asks you to
return the item.
After receipt of buyer's
delivery acceptance forms, photographs, and statement of defect,
management at V V G will present the buyer's claim to the manufacturer for evaluation.
Management at V V G represents only the buyer and will argue
vigorously on Buyer's behalf using the details buyer will have supplied.
Only if the manufacturer,
after examining the items buyer first
submits, cannot either accept or deny a manufacturing error and agrees
to examine the actual item will we ask you to return the damaged item for examination and
when authorized by V V G it is buyer's responsibility to
ship freight-pre-paid the damaged item(s) to the return address shown on the shipping
documents. Buyer must be certain that the new shipping carton, box, or crate is at least
as safe or more safe than the one in which the item was originally sent.
It is buyer's responsibility
that all returned items be shipped to the proper return address, freight pre-paid, and insured for the
full value of the original purchase price.
Upon completion of the manufacturer's
examination and evaluation, the manufacturer will offer to do one of the
Repair & return the goods, freight
Refund the purchase price of the
goods but there will be no refund of any shipping costs.
Return the goods to
the buyer in the current
condition. This will happen only if
1. the manufacturer does not agree the "defect" is due to
manufacturing error; and
2. the buyer forwards
the full cost of return packing & freight to the manufacturer or to
V V G.
DESIGN OR STYLE DIFFERENCE
IS NOT A MANUFACTURING DEFECT. The items we work with are each
individually different within the normal standards accepted and expected in
Some buyers expect their
goods to be exactly as pictured, as if they are made from commercially
molded plastic. This is just not possible.
Each item we source is wondrously
crafted, carved, joined, colored, and finished by master crafts men and
crafts women, many with more than 25 years experience in their craft. Each
item is a work of art.
Differences between completed
products in areas such as but not limited to carving, color, details,
finishing, glazing, inlay, and similar design details are not manufacturing
defects, are to be expected, and will be present. The reasons include but are
not limited to:
Hand-crafted items by
their very nature of being hand-carved, hand-painted, and using other
handicraft skills & tools cannot be expected to result in uniform looks.
The goods shown on these
web pages were
hand-crafted using locally available raw materials that may not be available to the master crafts men and
women when your products are made.
There is a normal and
standard artistic variation expected in all hand-crafted items.
items cannot be exactly copied, duplicated, repeated, or compared to any mass
As individuality is a large
measure of the value of handicrafts, there will be no claims accepted and
no refunds made for any
carving, color, decorator, design, style, taste, or similar claims of differences
or lost expectations.
WEATHERING CHANGES -
These are not
defects. These are to be expected. All natural fibers (both woods and
wicker), ceramics, lacquer, metal, and stone, when exposed to rain, snow, sunlight (direct, filtered, or indirect),
temperature, humidity, and/or wind are expected to change.
These occur over time even without extremes. Central heating and air conditioning may effect and change thick wood that cannot by
its nature be fully kiln dried. Desert-dry climates can adversely effect
It is the buyer's responsibility to provide protected
areas, covers, and settings for handcrafted items.
REFUNDS by cash, check, or bank
wire transfer will be made under the terms in this document when defects in manufacturing or shipping are found
formalities are strictly followed.