Warranty Support

📦 Freight Claim Process – Carrier-Related Warranty Replacements This process outlines the steps for identifying, documenting, and submitting freight claims when a warranty replacement order is created due to carrier-related damage or error. --------------------------------------------------------------- 🔍 When to Flag "Freight Claim Required" During the Warranty Claim Form submission, the “Freight Claim Required” box should be checked only if: - The replacement is the result of a confirmed...

Overview All Castico and UpHome products and accessories are backed by a limited lifetime warranty that covers defects in material and workmanship under normal residential use. This guide summarizes the internal process and customer expectations when handling warranty claims. --------------------------------------------------------------- Guidelines - Installation Requirements: Warranty coverage is contingent upon following all Castico installation instructions. Any deviation from recommend...

Overview When a customer reports a potential warranty issue, it is the responsibility of the Customer Care team to initiate and manage the warranty claim process. This guide outlines the steps required to ensure claims are properly documented, reviewed, and resolved according to Castico’s internal procedures. --------------------------------------------------------------- Step 1: How Customers Report Warranty Issues Customers may notify Castico of a potential warranty issue through the follo...

Overview Use the following definitions to help identify and select the appropriate Category and Reasons when completing a Warranty Claim Submission Form. --------------------------------------------------------------- CATEGORY: CARRIER This category refers to issues that arise from the delivery service or transportation company responsible for moving the product. These issues typically involve delays, mishandling, or failure to follow delivery instructions DAMAGE This category addresses phy...

Overview To ensure accurate evaluation of warranty claims, all agents are required to ask and document diagnostic questions related to the issue being reported. These questions help identify the root cause of the issue, support faster resolution, and provide the Production and Quality teams with the information needed to determine whether the cause is related to materials, manufacturing, packaging, shipping, or external factors such as misuse or third-party handling. Requirements - Ask the R...