Inspect Your Order Immediately
- Inspect all items as soon as they are received or picked up.
- If the shipping box or packaging shows visible damage, please document it before opening whenever possible.
Report the Damage Promptly
- Contact Canal Sound & Light immediately upon discovering the damage.
- Delays in reporting may limit our ability to file claims with carriers or manufacturers.
Provide Required Information
When contacting us, please include:
- Your order number
- A clear description of the damage
- Photos or videos showing:
- The damaged item
- The original packaging
- The shipping box (if applicable)
Do not discard any packaging or damaged items until instructed to do so.
Do Not Attempt Repairs
- Do not install, use, or attempt to repair damaged items.
- Using or altering the product may void eligibility for replacement or refund.
Resolution Options
Once the damage is verified, Canal Sound & Light will advise on the next steps, which may include:
- Replacement of the damaged item
- Refund to the original payment method
- Exchange for the same or a comparable product (subject to availability)
Shipping-Related Damage
- For shipped orders, we may need to file a damage claim with the carrier.
- Cooperation with documentation requests is required to process these claims.
In-Store Pickup Orders
- For store pickup orders, damage must be reported before leaving the premises whenever possible.
- Damage reported after pickup may require additional review.
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