Refund/Rebill:
Should you discover a discrepancy on a price after an order has been placed, it is the policy of Lowe’s Corporate that a refund and
rebill be completed. The store will be responsible for completing the refund and rebill. The store must reissue the order without the
discrepancy, and the reissued order must have a new purchase order number.
How to Order Add-On Parts:
• Generate a new order via XP or new PO, and reference the original PO# under vendor special instructions.
• A fax acknowledgement will be sent when the order has been entered.
• Track your order on
or on your Open Order Report.
• For an order to qualify for this program, it must be for the same consumer, placed within six months of the original cabinet order
delivery and include no more than six cabinets.
Canceling an Order:
• Once an order has been put into production, it can be canceled and is subject to a 25% restocking fee.
• Orders must be cancelled via phone. Designers should document the date and time of the call, along with the Customer Care
representative that they spoke with.
Delivery
Delivery Process
• KraftMaid Momentum will have the cross dock arrange delivery by calling the consumer for home deliveries or the store for
in-store deliveries
• Orders containing six or more cabinets ship via HMD, unless authorized by a store manager at the time the order is placed.
• Orders of five cabinets or less will ship to the store unless a Home Delivery (HMD) fee is paid.
• If an EDI order of five cabinets or less populates as a HMD with the customer’s address, KraftMaid Momentum will process the
order as a HMD regardless of the number of cabinets.
• A home delivery fee is added to the invoice on all HMD orders.
When to Order Replacement Parts:
• Design error - affecting parts ordered and/or installed (a new PO is required).
• Damage – as soon as it’s delivered. If a customer received the product and the packaging is visibly damaged, they can request
that the driver open the package while on site. The customer is then responsible for contacting the store for reordering if there is
damage.
• Missing – if noted at the time of delivery, contact Customer Care for a replacement. If product is signed for at the time of delivery,
a new PO will be required for any reorder.
• Installer error – during installation (a new PO is required).
• A fax acknowledgement will be sent for any replacement part orders.
• Must be within 90 days of receipt for damaged, defective or inaccurately built items.
Return Authorization (RA):
• Items must be returned to the store prior to calling for an RA
• The authorization for a return must be within 90 days from actual delivery date.
• 75% credit (Corporate policy that accounts for your errors and ours).
• Only uninstalled and unaltered product will be authorized for a return
• To obtain an RA number, call (855) 556-4021
Craftsmanship and durability are what we built our reputation on. KraftMaid Momentum
cabinetry is warranted to be free of defects in materials and workmanship for 25 years.
For details about our 25-year limited warranty, visit
.
If you have a customer with a warranty issue, please direct them to Customer Care at (855) 556-4021.
2016/2017
