We understand that from time to time you may wish to return a product. Therefore, we have created this return policy to enable our customers to return products in appropriate circumstances. This does not affect your statutory rights.
The standard carriers for all orders that include shipping are UPS freight or UPS ground. You may request different carriers, but you will be charged the difference in price. A request for a different carrier must be specified in the original PO.
Please note: if you did not purchase the product directly from Bi‑silque Visual Communication Products you must contact the vendor who invoiced you for the product.
1. Make sure you take a few minutes to inspect all merchandise when it arrives.
1.1. Concealed damage and shortages (if you did not make notes on the POD) have to be reported within 48 hours. After this 48-hour period we cannot be held responsible. Photos of damage are required.
1.2. Visible damage and shortages noted at delivery should be reported immediately with the shipping carrier on the POD when the package is delivered so we can process your claim. Send all the claim information within 5 days of arrival of your shipment. After this 5-day period we cannot be held responsible for damaged packages. Photos of damage are required.
1.3. Mis-shipments or receipt of wrong items have to be reported within 5-days after delivery or noted on the POD upon delivery. Photos of the incorrect item(s) received are required.
1.4. Defective items need to be reported within 30 days. You must have the original box, UPC or barcode clearly visible, as well as any components or accessories. Photos and explanation of defect are required.
1.5. Returned items. If an incorrect item was ordered or you changed your mind about the order, you will be charged a 15% restocking fee. Unfortunately, if merchandise returned to our warehouse is not in re-stockable condition (returns must be 100% intact and in the original packaging including any components or accessories), we will be unable to issue a full credit. Bi‑silque is not responsible for freight charges or shipping costs to return the merchandise.
2. In order to ensure that your claim is successful please make sure to follow the guidelines below:
2.1. All returned products must be assigned a Return Authorization (RA) number. Any shipment without an RA number on the label may be subject to refusal and no credit will be due.
2.2. All claims must be submitted with pictures of the damaged goods and the packaging. Please provide a reasonable description of the damage so we can file the claim for you. Without pictures the claim can be declined. Bi‑silque will not be responsible and will not issue a credit.
2.3. For lost shipments, a statement of non-receipt is necessary from the customer.
3. To return RA’s or items please follow the guidelines below:
3.1. All items must be returned in the original unopened carton, unassembled and unused.
3.2. Provide the Original Order Number (PO#).
3.3. Include the name of the item being returned and the quantity.
3.4. Include the reason for return.
3.5. Include your name and daytime phone number to enable carrier pick up.
3.6. Advise us as to whether or not you would like your merchandise reshipped or credit posted to your account.