Delivery, Damage Claims & Warranty

This Delivery, Damage Claims & Warranty Policy applies to custom cabinetry, architectural millwork, components, accessories, and related products supplied by NISORA. It explains the general receiving and claim process, but every project has specific documents that may include a proposal, sales agreement, order confirmation, packing list, delivery notice, limited-warranty schedule, manufacturer warranty, and care instructions.

If this public policy conflicts with a signed project document, the signed document controls for that project, except where applicable law provides a right that cannot be waived. Products, services, or warranty coverage not identified in the applicable project documents are not added to the order merely by appearing in examples, photographs, or general website content.

The delivery method and included service level are stated in the order or delivery confirmation. Depending on the project, service may involve parcel shipment, freight, curbside delivery, threshold delivery, blanket-wrap service, warehouse pickup, or another specifically described method.

Inside placement, stair or elevator carries, unpacking, debris removal, room-of-choice placement, assembly, installation, and trade labor are not included unless expressly listed. A carrier’s general description of service does not expand NISORA’s signed scope. Title and risk of loss are determined by the signed agreement and applicable law.

NISORA or the carrier may contact the client to confirm a delivery date or window. Delivery windows are estimates and may be affected by routing, weather, traffic, building access, carrier operations, and conditions outside NISORA’s reasonable control.

The client must provide a current delivery address, telephone number, email address, and authorized contact. Notify NISORA promptly of any change. A requested address or schedule change is effective only when confirmed in writing and may require new freight, handling, storage, or redelivery charges.

Before delivery, the client must ensure that the destination is safe, dry, secure, accessible, and ready to receive the shipment. Access routes must be large enough for the packaged goods and free of construction debris, snow, standing water, loose flooring, low clearances, unprotected finishes, or other hazards.

The client is responsible for building reservations, loading-dock or elevator access, parking permissions, certificates of insurance, site contacts, security procedures, and any required unloading labor unless the signed agreement assigns an item to NISORA. The carrier may stop or reschedule delivery if conditions are unsafe or access is unavailable.

If delivery cannot be completed because no authorized recipient is present, the site is not ready, access information is incorrect, building requirements were not arranged, or the client asks to postpone after dispatch, the shipment may be returned, held, or placed in storage.

The client may be responsible for actual waiting time, failed-delivery, handling, return-freight, storage, insurance, and redelivery charges to the extent permitted by the agreement and law. Storage does not mean that NISORA or the carrier has inspected every concealed surface, and it does not extend a warranty unless a signed document says otherwise.

An adult authorized by the client must be present when a signature is required. The recipient should have the order or packing information available and enough time to perform the receiving inspection. A contractor, employee, building representative, installer, family member, or other person who accepts the shipment at the approved destination may be treated as the client’s authorized recipient.

Delivery receipts, bills of lading, photographs, package scans, driver notes, electronic signatures, and carrier records may be used to document tender and condition. Signing only for the number of packages does not confirm that every concealed component is defect-free, but visible exceptions should always be recorded before the driver leaves.

If damage, shortage, or tampering is visible, describe it specifically on the carrier’s delivery receipt before signing. Write what is damaged and identify the affected package or pallet when possible—for example, “carton 7 crushed at lower-right corner” or “one of six cartons missing.” Do not write only “damaged.”

Ask the driver to acknowledge the notation and keep a copy or photograph of the completed receipt. Then notify NISORA immediately. Failure to note visible damage may make a freight claim harder to prove or may affect carrier recovery, but it does not eliminate a legal right that cannot be waived.

Do not automatically refuse an entire shipment because one package appears damaged. Refusal can create additional freight, storage, and project delays. When practical, contact NISORA from the delivery location for instructions, note all exceptions, and accept the unaffected goods.

Refusal may be appropriate when the shipment is unsafe to unload, substantially destroyed, wet throughout, materially incomplete, or clearly unusable, or when NISORA or the carrier directs refusal. Photograph the condition and obtain written carrier documentation. An unjustified refusal may be treated as a failed delivery and may result in reasonable return and redelivery charges.

Concealed damage is freight damage that was not reasonably visible before unpacking. Carefully inspect and photograph all products as soon as possible after delivery and before installation, cutting, drilling, finishing, or alteration.

Report reasonably discoverable concealed damage to NISORA in writing within five calendar days after delivery, unless the order or delivery documents state a different reasonable claim period. Carrier rules may require faster notice, so earlier reporting is strongly recommended. A defect that could not reasonably be discovered during that inspection should be reported within a reasonable time after discovery and may be evaluated under the applicable warranty. Non-waivable legal rights are not shortened by this paragraph.

For the fastest review, provide:

• one photograph showing the entire delivered pallet, crate, or carton;
• photographs of all sides of the outer packaging;
• close and wide views of each damaged area;
• the shipping label, item label, package number, and barcode;
• the protective materials immediately around the product;
• the full affected component and its relationship to adjacent parts;
• the signed delivery receipt with every exception noted;
• the packing list and a count of missing or affected pieces; and
• a short description of when and how the issue was discovered.

Images should be clear, well lit, and unedited except for simple arrows or labels that identify the issue.

Keep the affected product, carton, crate, pallet, bands, corner protection, foam, labels, and other packing materials until NISORA confirms in writing that they may be discarded. Carriers and suppliers may require inspection or pickup. Discarding evidence can prevent responsibility from being determined or make recovery unavailable.

Move the goods only as needed to prevent further damage and store them in a clean, dry, secure, climate-appropriate indoor area. Do not install, cut, drill, paint, refinish, repair, dispose of, or return a claimed item without written direction. If emergency action is reasonably necessary to prevent additional property damage, document the condition before and after the action and keep all available evidence.

NISORA will review the documents, determine whether more information or inspection is needed, and coordinate with the carrier, supplier, manufacturer, or client as appropriate. Review time depends on the facts, evidence, product, carrier rules, and availability of replacement materials.

For an approved claim, the remedy may include touch-up materials, repair instructions, professional repair, replacement parts, refabrication, a reasonable credit, or refund for the affected component, subject to the agreement, applicable warranty, carrier recovery, and law. The remedy is normally limited to the item or portion actually affected. Matching an aged, discontinued, or naturally variable finish may require the closest reasonably available match.

NISORA may require the original item to be returned, made available for pickup, or safely destroyed after written authorization. Do not ship anything back without return instructions.

Compare package counts and labels with the packing list at delivery and again during unpacking. Report a missing, duplicate, or incorrect item within five calendar days after delivery, unless a different reasonable period appears in the project documents. Include the packing list, labels, photographs of all received packages, and the item count.

Do not install or alter an item that appears incorrect. NISORA will compare the claim with design approvals, production records, packing records, and delivery scans. If an item was omitted or supplied incorrectly, NISORA will provide an appropriate remedy under the order and law. A part that differs from an inspiration image but matches the approved specification is not an incorrect item.

Subject to the warranty schedule and exclusions, the NISORA Limited Warranty covers a warranted component that proves defective in material or workmanship under normal indoor use during the stated warranty period. A covered defect is a condition attributable to the warranted product itself—not damage caused by shipping, storage, site conditions, installation, modification, misuse, or another excluded cause.

Coverage may differ for cabinet boxes, doors, drawer fronts, shelves, finishes, hinges, drawer systems, lighting, electrical components, accessories, stone, glass, metal, and products made by other manufacturers. The warranty schedule identifies which party stands behind each category. Statements about design, appearance, or expected performance create an express warranty only when included in the written project documents as required by law.

Unless the warranty schedule expressly provides otherwise, coverage does not include:

• normal wear, aging, fading, patina, minor color or sheen change, or ordinary adjustment;
• natural material variation or movement within reasonable industry tolerances;
• damage caused by improper transport, storage, handling, installation, use, cleaning, maintenance, repair, or modification;
• water, steam, condensation, excessive humidity or dryness, heat, sunlight, fire, impact, chemicals, pests, mold, corrosion, or building movement;
• site conditions, inaccurate third-party measurements, walls or floors out of level, utility conflicts, code issues, or work by installers and other trades;
• scratches, chips, dents, breakage, or stains occurring after delivery unless caused by a covered defect;
• consumable items, routine service, alignment, or maintenance;
• unauthorized refinishing, drilling, cutting, relocation, or use outside the intended environment; or
• products or services identified as excluded, final sale, client-supplied, or covered only by another manufacturer.

Use of a third-party installer or service provider does not by itself void coverage. Only damage or failure caused by improper third-party work is excluded.

Wood, veneer, stone, metal, glass, concrete, and other natural or handcrafted materials are expected to vary. Color, grain, figure, knots, mineral marks, texture, pattern, reflectivity, sheen, pore structure, and the way adjacent pieces receive finish may differ from samples, photographs, renderings, or one another.

Wood responds to changes in temperature and humidity and may expand, contract, or show small joint, panel, or alignment movement. Finishes may mellow or change with age and light exposure. Screen colors and small samples cannot show the full range of a completed project. These expected characteristics are not defects when they remain within reasonable material, manufacturing, and project tolerances.

Unless a signed agreement expressly says otherwise, NISORA does not provide installation. The client and installer are responsible for final field verification, safe handling, acclimation where appropriate, code compliance, fastening, scribing, leveling, appliance and utility coordination, protection of finished surfaces, and following product and manufacturer instructions.

Products must be stored indoors, off the floor, protected from moisture, direct heat, sunlight, construction dust, impact, and extreme temperature or humidity. Clean only with recommended methods and address water or leaks immediately. Do not use abrasive pads, harsh chemicals, steam devices, or excessive liquid unless the care instructions permit them.

Improper installation, storage, or care is excluded only to the extent it causes or contributes to the claimed problem. NISORA may request installer records, site photographs, environmental information, or access for inspection when relevant.

Notify NISORA in writing during the applicable warranty period and within a reasonable time after discovering the issue. Send the claim to info@nisorausa.com with the original client name, project or order number, delivery date, item identification, date first observed, detailed description, and clear photographs or video.

Include proof of purchase and the applicable warranty schedule. NISORA may request measurements, care information, installation records, additional images, returned samples, or a reasonable inspection. The client must provide safe access to the affected product when an inspection is reasonably necessary. A warranty-registration card is not required unless a separate manufacturer lawfully requires registration for its own additional coverage.

If NISORA confirms a covered defect, NISORA will provide the remedy stated in the warranty schedule. Depending on the product and circumstances, NISORA may repair the affected component, supply a replacement component, arrange refabrication, or provide an appropriate credit or refund for the affected component. NISORA may use a new, remanufactured, or functionally equivalent part where lawful and suitable.

Because products and finishes change over time, an exact visual match may not be possible. A replacement does not include removal, installation, finishing, access work, temporary facilities, or unrelated components unless the warranty schedule or law requires it. Repair or replacement does not extend or restart the original warranty period except where the schedule or law provides otherwise. If a limited remedy fails of its essential purpose, any remedy available under applicable law remains available.

Hardware, appliances, lighting, electrical products, stone, fixtures, accessories, or other third-party products may carry a separate manufacturer warranty. NISORA may provide available warranty information and reasonable claim assistance, but the manufacturer’s terms, procedures, and remedies govern its warranty. Nothing requires the use of a particular paid service or branded replacement item to keep a NISORA warranty in effect, although damage caused by an incompatible item or improper service is not covered.

To the extent permitted by law, NISORA is not liable under this limited warranty for indirect, incidental, special, or consequential loss, including lost use, lost profit, delay cost, temporary accommodation, or damage to unrelated work. Some jurisdictions do not allow some exclusions, so they may not apply. No limitation applies to personal injury, gross negligence, willful misconduct, fraud, or liability that cannot lawfully be limited.

This limited warranty gives you specific legal rights, and you may have other rights that vary by jurisdiction. Implied warranties and statutory remedies remain available to the extent they cannot lawfully be disclaimed or limited. This policy is governed by New York law, subject to mandatory protections of the place where the client resides or the goods are delivered. Updates apply prospectively and do not reduce coverage already granted in a signed warranty.