Returns and Warranties

RETURN POLICY

Before returning any product, contact a customer service representative at 800-452-0639 to get a Returned Merchandise Authorization (RMA) number. This number must be placed on the outside of the returned package(s). Returns without an RMA number will be subject to a 25% restocking fee, providing the criteria below has been met.*

Customers have 30 days from the date of receipt to return standard (non-custom) products for a full refund or exchange, with no restocking fee.

Returns made after 30 days but within 60 days of the invoice date may be accepted at Jamestown’s discretion and will be subject to a 25% restocking fee, provided the return meets all other requirements. No returns will be accepted after 60 days from the invoice date.

All parts must be returned in the original packaging, undamaged, and in re-sellable condition. Returns that are incomplete or missing components will be billed for any missing parts before credit is issued. Credit will only be issued after inspection and approval by our staff.

Our return policy does not apply to any custom or made-to-order products, including items with custom colors, logos, special modifications, or products manufactured outside of our standard offering.

All returns must be shipped freight prepaid—we do not accept any shipments sent C.O.D.

If an order is canceled after it has shipped, the customer is responsible for all freight charges and any applicable restocking fees. Canceling or returning an order that originally qualified for free freight will void that eligibility, and the customer will be billed for full freight costs to and from the shipping location.

Returned items may be shipped to: Jamestown Advanced Products, Corp., 2855 Girts Road, Jamestown, NY 14701

DAMAGES

Customers are required to inspect all shipments at the time of delivery. Any visible shipping damage must be noted on the delivery slip before signing for the shipment.

All shipping damage claims must be reported to Jamestown Advanced Products within five (5) business days of delivery. Failure to document visible damage at the time of delivery or to report concealed damage within this time frame may impact your ability to file a claim.

Please note that Jamestown Advanced Products will not be responsible for any charges incurred as a result of the customer hiring an outside service contractor to repair, alter, or inspect any of our products without prior written approval. Unauthorized third-party service charges will not be reimbursed.

PRODUCT WARRANTY TO THE ORIGINAL PURCHASER

We at Jamestown Advanced Products Corporation are dedicated to providing our customers with prompt delivery, a high level of service, and quality products. In light of our commitment to our customers, we provide the following product warranty:

All products and components (excluding lumber) 5-year warranty against defects in materials and workmanship under normal use. All Power Outlets and components have only a 1-year warranty against defects in materials and workmanship under normal use.

Warranty applies from the date of delivery. If a product or component fails during the warranty period, coverage is limited to repair by the manufacturer or replacement of the defective part, at the discretion of the manufacturer. Warranty claims must be filed within the warranty period and must include a copy of the invoice or the purchase order.

The above warranties are valid only if the product: a) is assembled and installed according to manufacturer’s specifications and instructions; b) has been properly maintained according to manufacturer’s instructions; c) has not been altered by the addition or deletion of parts, or modified in any other manner; d) has not been subject to misuse, vandalism, negligence or damage by accident; e) buyer shall provide seller with a prompt written notice; f) buyer shall comply with such instructions as seller shall provide with respect to the return of the defective product; g) has not been shipped outside the Continental U.S. prior to claim.

Warranties to not cover: a) vandalism; b) damage caused by incorrect assembly, installation or application (use); c) natural or man-made disasters; d) cosmetic changes in the product due to weathering, including paint fading or burning off, or discoloration of wood; e) scratches, dents or marring caused by normal use or public exposure; f) season checks, twisting or splintering of wood caused by climatic differences or lack of proper maintenance; g) loss or damage in transit; h) use of accelerants, accelerants should never be used in fires for charcoal grills or wood fire rings, commercially available firelighters used sparingly in combination with charcoal or wood are the only appropriate fuel. 

Lumber will be “industry-standard;” lumber may or may not contain yard markings. Any objection to or complaint to the integrity of the lumber needs to be determined within one week for purchaser receipt of product.

Except as specifically stated herein, all warranties (expressed or implied), including but not limed to any implied warranty of merchantability or fitness for a particular purpose, are hereby excluded. This warranty excludes any liability other than expressly stated, herein, including, but not limited to, any incidental or consequential damages.

SHORTAGES

All order shortages must be reported to Jamestown Advanced Products within 30 days of receipt.

This includes any missing parts, components, or hardware. We take order accuracy seriously and will promptly investigate and resolve any reported discrepancies. However, if shortages are not reported within the 30-day window, Jamestown will not be responsible, and the customer will be required to purchase any missing items at their own expense.

To avoid issues, we strongly recommend carefully checking all contents against the packing list immediately upon receipt.