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Terms of service

Damages & Claims Policy

At Rachel Blindauer, we work closely with our trusted shipping partners to ensure your order arrives in perfect condition. In the rare event that your item arrives damaged, defective, or incorrect, please follow the guidelines below to initiate a claim. Our goal is to resolve issues efficiently while protecting both your investment and our quality standards.

⏱ Report Timing: Within 48 Hours

All damage, defect, or incorrect item claims must be submitted within 48 hours of delivery. Claims submitted after this timeframe will not be accepted.

📩 How to Start a Claim

Please email claims@rachelblindauer.com within 48 hours of delivery with the following:

  • Clear images of the damaged or incorrect item.

  • Photos of all sides of the original packaging (even if it appears undamaged).

  • Photos of shipping labels on both the box and the item.

  • Proof of delivery (signed Bill of Lading, tracking confirmation, etc.).

If your item did not arrive with packaging, please note this clearly in your message.

Once we receive the full documentation, our claims team will review your case within 2–3 business days and notify you of the next steps. Depending on the item and situation, we may offer to repair, discount, or refund the item. Replacements will be provided only if the item is deemed beyond repair.

📦 Freight Shipments (Signature Required)

  • Inspect the item before signing: If the packaging is visibly damaged or the item appears incorrect, note “DAMAGED” on the delivery slip.

  • Take clear photos of the packaging, labels, and item.

  • If damage is noted, contact us within 48 hours.

  • Refusing delivery without inspecting the item may result in redelivery fees.

⚠️ If you sign for a damaged item without noting it on the delivery form, the damage claim will be denied.

📦 Parcel Shipments (No Signature Required)

  • Open and inspect your package immediately.

  • Keep all original packaging.

  • Submit your damage or incorrect item claim within 48 hours.

  • Claims will be denied if:

    • The item has been used, installed, or discarded.

    • Original packaging is not provided.

🛍️ Open-Box Items

Open-box items are final sale. If an open-box item arrives damaged or incorrect:

  • Submit your claim within 48 hours.

  • Due to limited inventory, replacements are not available. We may offer repair, a partial refund, or store credit.

🧾 Missing or Incorrect Items

  • Contact claims@rachelblindauer.com within 48 hours.

  • Include a list of what’s missing and supporting photos.

  • If verified, we’ll issue a Return Merchandise Authorization (RMA) number and return instructions.

  • Once the incorrect item is received, we will ship the correct item.

  • We are not responsible for lost or stolen packages if delivery was confirmed by tracking and/or signed for.

⚠️ Additional Disclaimers

  • Color and natural variation notice: Differences in color may occur due to screen settings. Natural materials like wood, stone, or ceramic will vary. These variations are not considered defects.

  • Final decisions: Once a claim is resolved, it will not be reopened. All Rachel Blindauer damage resolutions are final.

We thank you for your cooperation and understanding. This policy is designed to protect the integrity of our brand and ensure a smooth resolution for all involved.