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FLATWIRE TV™, INC. POLICES, PROCEDURES AND WARRANTY

All terms and conditions are subject to change without notice. Please check our website or call us at 1-888-FLATWIRE for the latest applicable policies, procedures, and warranties.

Order Processing

Processing Time:
You can expect your order to be processed within approximately 24-48 hours, provided the items are in stock and there are no problems with payment verification. FlatWire TV™ does not guarantee same day shipping. Orders are not processed on weekends and holidays.

Payment Methods:
FlatWire TV™only accepts orders on the web site via credit card. Only Visa, MasterCard and American Express credit cards are accepted. No debit cards will be accepted.

 

Shipping and Title

Currently, FlatWire TV™ only ships within the United States.

Should any personal information, necessary to fulfill your order, change after the time your order is placed (such as billing address, shipping address, or phone number), it is your responsibility to contact us with updated information before shipping. If your order is returned to us because you provided incorrect shipping information, you may be subjected to a return shipment fee. FlatWire TV™ highly recommends double-checking all information you submit before finalizing your order.

FlatWire TV™ will arrange shipping of the Products to your address using a carrier of FlatWire TV 's choice. Title to the Products and risk of loss, however, passes from FlatWire TV, to the customer, upon delivery to the carrier. FlatWire TV does not provide insurance on the Products that are shipped. The costs of shipping and handling will be shown on your purchase receipt. FlatWire TV™ can inform you of estimated shipment dates, but will not be responsible for delays in delivery due to events beyond its control, including shortage of materials, labor strikes, transportation failure, or acts of God. FlatWire TV™ is not responsible for damage to the products caused during shipment of the Products.

Unless otherwise noted on the lead-time of the product, most orders ship in 3-5 business days via UPS ground. If you require faster delivery, you will need to contact a customer service representative at 1-888-FLATWIRE.

Please be advised that if you choose an expedited shipping method at an additional cost, your order still has to process through fulfillment. The expedited service starts at the time your package is shipped.

Please be aware that UPS may not require a signature at the time of delivery. Unless you are told otherwise by a FlatWire TV™ customer service representative, your order may be left on the doorstep of the shipping address. If you are not at the shipping address at the time of deliver, it is within the discretion of the UPS delivery driver whether to leave the package on your doorstep or whether to leave a notice requiring pick up at a designated location. If a delivery is refused by the customer without authorization from FlatWire TV , the customer may be subject to a fee for return shipment and/or a restocking fee.

 

Return Policies

FlatWire TV will only accept returns of orders placed directly through and fulfilled by www.flatwirestore.com. If you purchased or ordered any of our products through another distributor, you will need to contact that particular distributor for return information.

Missing/Incorrect Products: If you receive a shipment from FlatWire TV that is missing a product or contains the incorrect product, you have thirty (30) days from the invoice date to notify our customer service department by phone at 1-888-FLATWIRE. Please have your invoice number available when calling. The customer service representative will provide you with a Return Merchandise Authorization (RMA) number and advise you regarding shipping arrangements to return the incorrect product, fulfilling the order with the correct products or arranging for a refund. Any return that is received without a RMA number will not be accepted for refund or exchange.

Products must be returned with the original packaging and the product may not be used or cut. The RMA number received from customer service must be clearly posted on the outside of the package. FlatWire TV™ will not issue a refund or replacement unless we have received the returned product undamaged and unused. The returned package must contain a copy of an original sales invoice containing the price of the returned Product(s) and the completed RMA form provided by a customer service representative. Returned Products must be in "as-new" condition, and all of the manuals and other items included with the Product must be returned with it. FlatWire TV will not accept returns or exchanges of Products with removed or altered serial numbers. Any returned Product shipped without a RMA number visible on the exterior of the package, or in any other way shipped without complying with every requirement under this section may be returned at the customer's expense by FlatWire TV.

FlatWire TV will pay for return shipping on incorrectly shipped products provided that you obtain an RMA and arrange for shipment through FlatWire TV Customer Service at 1-888-FLATWIRE. FlatWire TV will ship the replacement Product at FlatWire TV's expense within ten (10) days of FlatWire TV's receipt of the returned incorrect product.

General Returns:
If you are unsatisfied with the product purchased directly from FlatWire TV, you have thirty (30) days from the invoice date to return the product for a refund or an exchange . All returns require a Return Merchandise Authorization (RMA) number. To obtain a RMA number, you will need to contact our customer service department by phone at 1-888-FLATWIRE. Please have your invoice number available when calling. Any return made without proper authorization will not be accepted for refund or exchange. Any return received thirty (30) days after the date of invoice will not be accepted.

Products must be returned with the original packaging and the product may not be used or cut. The RMA number received from customer service must be clearly posted on the outside of the package. All returns must be shipped at the customer's expense, but can be shipped using the customer's choice of carrier. FlatWire TV is not responsible for loss or damages resulting from return shipment by the customer. It is the customer's responsibility to ensure that all packages returned to us are properly insured. FlatWire TV will not issue a refund or replacement unless we have received the returned product undamaged and unused.

The returned package must contain a copy of an original sales invoice containing the price of the returned Product(s) and the completed RMA form provided by a customer service representative. Returned Products must be in "as-new" condition, and all of the manuals and other items included with the Product must be returned with it. FlatWire TV will not accept returns or exchanges of Products with removed or altered serial numbers. Any returned Product shipped without a RMA number visible on the exterior of the package, or in any other way shipped without complying with every requirement under this section may be returned by FlatWire TV.

All general returns are subject to a 15% restock fee. Customers seeking an exchange for returned goods will not receive a refund or credit for original shipping and handling fees and will be responsible for all new shipping and handling charges associated with the shipment of the exchanged Products.

Returned items are processed in the order that they are received. Please allow 1-4 weeks from the date of receipt by FlatWire TV of the returned Product for your refund or exchange to be documented and processed.

 

Refund Policy

All refunds issued will be in the amount of the product cost only. Shipping and handling costs or any additional surcharges for shipping are non-refundable and non-exchangeable.

If you choose to return your order for a refund, your refund will be submitted to the original credit card used for the purchase. If that credit card has since expired or will no longer accept a credit, it is your responsibility to provide FlatWire TV with updated credit card information or FlatWire TV will not be able to process your refund.

 

Limited Warranty for Defective Products

What is covered and for how long:
FlatWire TV warrants that its FlatWire Product will be free from defects in materials or workmanship for a period of one year from the date of invoice. FlatWire TV will either repair or replace this Product (at our discretion) without charge if the Product should prove defective during the warranty period. FlatWire TV will not be responsible for costs of removal, costs of reinstallation, or other labor and material costs which result from defective Products. This is customer's sole and exclusive remedy for Products found to be defective during the warranty period.

What this warranty does not cover:
FlatWire TV will not be liable for any damage to the Product which occurs during the warranty period resulting from unauthorized use, misuse, commercial use, exposure of the Product to heat, bright light, direct sunlight, liquids, sand or other contaminants, contact with solvents or cleaners, repairs, accidents, alterations, abuse, acts of God or failure to follow the instructions with respect to installation or maintenance which can be found at www.flatwireready.com and are included with the product at the time of sale. Additionally,use or installation of these Products without the specifically recommended and authorized adhesive will void this warranty.

The Products are intended for indoor use only. Use or installation of the Products outdoors will void this warranty. The Products are intended to remain in their initial installation location throughout the duration of the Products' life. Removal of the Products from their original installation location will void this warranty and FlatWire TV will not be liable for damage caused to walls, furniture, or other structures as a result of removal of the Product from its original installation location. This warranty does not cover damage to the Products which are caused by a defect or malfunction of the product to which it is attached.

Duration of Implied Warranties:
EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE ON THIS PRODUCT IS LIMITED IN TIME TO THE WARRANTY PERIOD.

Limitation of liability:
FLATWIRE TV, INC. SHALL IN NO WAY BE LIABLE FOR INCIDENTAL DAMAGES, CONSEQUENTIAL DAMAGES, OR LOSS OF PROFITS OR REVENUE. THE EXTENT OF FLATWIRE TV'S LIABILITY IS LIMITED TO THE TOTAL COST PAID BY THE CUSTOMER.

Choice of Law and Venue:
All claims, disputes and other matters in question arising out of or relating to these Policies, Procedures and Warranties or the performance of the Products, shall be governed by and interpreted in accordance with the laws of the State of Georgia, and all disputes resolved in the State courts for Carroll County, Georgia or the U.S. District Court for the Northern District of Georgia, Newnan Division.

What to do to claim warranty service:
If you have performed all troubleshooting steps available and still cannot get your Product to function properly, follow these steps:
1. Contact the FlatWire TV Customer Service Department at 1- 888-FLATWIRE.
2. Be prepared to give a detailed explanation of the problem you are experiencing and the steps you have taken to rectify the problem.
3. Obtain a Return Material Authorization (RMA) Number if your Product is defective and you are still within the warranty period.
4. The RMA number received from customer service must be clearly posted on the outside of the package. Defective Products must be returned with the original packaging and must contain a copy of an original sales invoice containing the price of the returned Product(s) and the completed RMA form provided by a customer service representative. Additionally, all of the manuals and other items included with the Product must be returned with it. FlatWire TV will pay for return shipping on defective Products provided that you obtain a RMA number and arrange for shipment through FlatWire TV Customer Service at 1-888-FLATWIRE. For defective Products that are still under the warranty period, FlatWire TV will ship the repaired product or a replacement Product at FlatWire TV's expense within ten (10) days of FlatWire TV's receipt of the defective Product.