DEALER ORDERING GUIDELINES & RETURN POLICIES
Ordering Guidelines
Payment Policy
Unless otherwise specified in this document or by way of a separate agreement, payment for all orders is due in full prior to shipping. Some Authorized Dealers may qualify for credit terms based on sales volume, payment history, or other program incentives. Please contact your sales representative with any questions. For all Media Décor and Leon Custom Services orders, unless otherwise stated, a non-refundable 50% deposit is required when placing your order; the remaining balance will be invoiced and due in accordance with your Credit Terms.
Note, if your terms are Pre-Pay, the entire amount will be collected up front.
Order Confirmations
After we receive your Purchase Order, we will send you an order confirmation via email that contains all of the information about the products ordered, custom specifications, and estimated shipping dates. If you do not receive an order confirmation within 24 hours of placing your Purchase Order, please contact us immediately as the build/shipment process will not begin unless confirmed. Similarly, if an order has incomplete or missing information, we will contact you to request it; but, please note that the order will not be entered into the production scheduling system until all information is received.
Manufacturing & Shipping
Your order will be entered and scheduled into production the day following the receipt of your Purchase Order, provided that we have received all of the necessary information and a method of payment (in accordance with your payment terms), and that you have received an order confirmation email. Once this occurs, any changes or cancellations are covered by the Order Cancellations & Returns Policy. Build time varies by product and level of customization. Refer to your Order Confirmation for the estimated shipping time. Shipping, tracking, and delivery details will be provided once your product is ready to ship.
Rush Fees
Rushes may be available for a fee. Fees depend on product type and number of days. Please contact your Leon Account Manager to inquire about availability and pricing.
Order Cancellations & Returns
At Leon, our goal is to ensure complete satisfaction with your purchase, and we take every measure possible in advance of production to remove all uncertainties.
Standard Product Cancellations & Returns
You may request cancellation of any Standard Product prior to shipment and receive a full product credit. Once shipped, Standard Product returns are subject to a restocking fee per unit and all applicable shipping charges. The remaining balance will be credited towards future orders; there are no cash refunds.
Configured-to-Order Product Cancellations & Returns
You may request cancellation of any Configured-To-Order products within 24 hours of receiving your Order Confirmation. The cancellation may be subject to a cancellation fee. After 24 hours of receipt of your Order Confirmation, but before it is completed, your order may be subject to a restocking fee per unit if canceled. The remaining balance will be credited towards future orders; there are no refunds.
Once completed, and within 60 days of receipt of your order, the return of a Configured-To-Order product may be subject to a 65% restocking fee and all applicable shipping charges. The remaining balance will be credited towards future orders. After 60 days, there are no returns.
Engineered-to-Order Product Cancellations & Returns
You may request cancellation of any Engineered-To-Order product within 24 hours of receiving your Order Confirmation. After 24 hours of Order Confirmation, and before design approval, cancellation may be subject to an engineering fee.
After drawing approval, and prior to completion, order is subject to a 65% cancellation fee. Once completed, there are no cancellations or returns.
Leon Custom Services Cancellations & Returns
You may request cancellation of any Leon Custom Services product within 24 hours of receiving your Order Confirmation. After 24 hours of Order Confirmation, and before design approval, cancellation may be subject to an engineering fee.
After drawing approval, and prior to completion, order may be subject to a cancellation fee up to 80% depending on the complexity of the project or requirements of outside suppliers. Once completed, there are no cancellations or returns.
Manufacturer Defects And Shipping Damage
At Leon's discretion, we will accept returns and provide replacements for any products due to documented factory defects, shipping damage, or administrative error on our part. Packages and products must be inspected within 5 days of receipt to report missing components (brackets, accessories, etc.) or damaged product.
In the event that you receive a package that you believe to be damaged in shipment, please accept the package, document the damages, and contact us within 48 hours. Leon will take the steps necessary to rectify the situation as quickly as possible.
Return Of Discontinued Products Or Non-Current Products
These products are final sale and not returnable, except in the case of manufacturer’s defect or shipping damage.
Field Repairs Or Unauthorized Alterations
In the event that a product undergoes field repairs or unauthorized alterations, we can no longer be responsible for performance and have no obligation to accept returns for any reason. Unauthorized alterations void any warranties, expressed or implied.
To see the full Leon Dealer Policies Document, please view the file below.
