Warranty/Returns
Warranty
LIMITED REMEDY AND DISCLAIMER
Except as expressly provided herein, MAIDSTONE | DXV provides a limited warranty only for repair or replacement of the product itself. MAIDSTONE | DXV’s sole obligation and the purchaser’s exclusive remedy under this warranty shall be limited, at MAIDSTONE | DXV’s option, to the repair or replacement of the defective product or refund of the original purchase price. MAIDSTONE | DXV shall not be liable for any incidental, consequential, special, indirect, or punitive damages, including but not limited to property damage, water damage, loss of use, loss of profits, or costs of removal, installation, labor, shipping, or other expenses related to the repair or replacement of the product.
Bathtubs
All bathtubs carry a limited lifetime warranty to the original purchaser. This limited lifetime warranty covers defects in porcelain, cast iron, MINERALCAST, or acrylic that cause the bathtub to be unsuitable for normal residential use. Pre-installed fixtures shall be warranted from mechanical malfunctions for a period of one (1) year. Cracking, peeling, and lifting of exterior paint shall be warranted for a period of one (1) year.
At MAIDSTONE | DXV’s sole discretion, MAIDSTONE | DXV will repair or replace the bathtub, or refund the original purchase price. This warranty applies only to the original, non-commercial owner for as long as he or she owns the bathtub and provided the product is installed by a qualified licensed plumber. Commercial purchasers receive a one (1) year limited warranty on porcelain, cast iron, MINERALCAST, acrylic, paint, and drain.
This warranty does not cover labor, installation, removal, expedited shipping costs, or any other expenses related to the repair or replacement of the product. This warranty is effective for purchases made on or after January 1, 2019.
Copper
MAIDSTONE | DXV offers a limited lifetime warranty against manufacturer defects including mechanical malfunctions, leaking, structural damage, welds, and slopes. All products must be inspected for defects prior to installation.
If a defect is found, MAIDSTONE | DXV will, at its sole option, repair, replace, or make appropriate adjustments to the warranted product. MAIDSTONE | DXV’s responsibility under this warranty is limited solely to repair, replacement, or refund of the purchase price of the product.
Normal wear and tear or damage from daily use is not warranted. Copper, bronze, and nickel products can be expected to naturally change over time with normal use. Products are fabricated from natural elements and are therefore subject to imperfections, inconsistencies, and variances in color, texture, and patina, which are not covered under this warranty.
Other exclusions include damages incurred as a result of installation, misuse, abuse, alteration of the product, improper repair, or improper cleaning or neglect. This warranty does not cover labor, installation, removal, expedited shipping, or any other related costs.
Faucets, Brass & Accessories
Faucets, Brass, and Accessories are warranted to be free of manufacturing and mechanical defects for a period of five (5) years from the date of purchase, provided the products are installed by a qualified licensed plumber.
If a defect is confirmed, MAIDSTONE | DXV will, at its sole option, repair or replace the product or refund the original purchase price. This warranty does not cover labor, installation, removal, expedited shipping, or any other expenses associated with the repair or replacement of the product.
Operation
All faucets include modern quarter-turn ceramic valves. This means the handles require only a quarter turn to be completely open or closed. Do not use force or attempt to turn handles more than a quarter turn.
Steel Clawfoot Tub Caddies
Steel Clawfoot Tub Caddies are warranted to be free of manufacturing and mechanical defects for a period of one (1) year from the date of purchase. MAIDSTONE | DXV’s responsibility is limited solely to repair, replacement, or refund of the purchase price of the product. Product may oxidize with prolonged exposure to moisture.
Stainless Steel Sink Grids
Stainless Steel Sink Grids are warranted to be free of manufacturing and mechanical defects for a period of one (1) year from the date of purchase. MAIDSTONE | DXV’s responsibility is limited solely to repair, replacement, or refund of the purchase price.
Vitreous China Sinks
Vitreous China Sinks are warranted to be free of material and workmanship defects for a period of one (1) year from the date of purchase, provided the products are installed by a qualified licensed plumber. MAIDSTONE | DXV’s responsibility is limited solely to repair, replacement, or refund of the purchase price.
Vanity Sinks
Vanity Sinks are warranted to be free of material and workmanship defects for a period of five (5) years from the date of purchase, provided the products are installed by a qualified licensed plumber. Normal wear and tear from daily use is not covered. Other exclusions include damages resulting from installation, repair, alteration, improper cleaning, misuse, or neglect. MAIDSTONE | DXV’s responsibility is limited solely to repair, replacement, or refund of the purchase price.
Fireclay, Stainless Steel & Cast Iron Sinks
Fireclay, Stainless Steel & Cast Iron Sinks are warranted to be free of manufacturing and mechanical defects for two (2) years from the date of purchase and carry a 10-year warranty from fading and staining, provided the products are installed by a qualified licensed plumber. MAIDSTONE | DXV’s responsibility is limited solely to repair, replacement, or refund of the purchase price.
Inspection
Products must be inspected upon delivery. Claims associated with shortage, loss, or damage must be reported within 48 hours of receipt of shipment. All common carrier freight (tractor-trailer) damage must be reported within 48 hours of receipt. Damage or parts claims made after these time periods may be rejected by the freight carrier.
If you find damage, defects, or missing parts within the time periods above, please contact our Customer Service department at 888-513-0060.
Shipping
Free shipping applies to orders delivered within the contiguous 48 United States. This includes crating and freight (lift gate and residential delivery if necessary). Products may be shipped directly to the customer or to your place of business.
Returns
SATISFACTION GUARANTEED
If you are not completely satisfied with a product you purchased from MAIDSTONE | DXV, return it for a refund of the purchase price. Returns must be processed within 180 days from the date of purchase. Just call us toll-free at 1-888-513-0060 and ask for the Customer Service department. We will issue you an RGA (Return Goods Authorization) number. This number simplifies and speeds up the processing of your return.
Under this policy, no returns shall be made unless advance, written authorization is granted by MAIDSTONE | DXV and you receive an RGA. All returns shall be shipped freight prepaid at the sender's risk. Any returns made without an RGA issued and clearly marked on the package will be refused. There is a 25% restocking fee on all elective returns.
To qualify under this return policy, the item must be unused and uninstalled. We will not accept returns on improperly handled or abused items. Refunds on non-defective ordered products will not include shipping. Items that include shipping in the price will detail the shipping cost on their individual item page. We will deduct the shipping cost from the refund amount.
No returns on custom work and special orders. Custom orders are just that - unique items or custom work done for a specific customer. At best, these items are very difficult to resell. Custom orders include shop work, custom-painted objects, and items we do not regularly list for sale on our web site.
We are not responsible for lost, misdirected, improperly packaged, or damaged return items. It is your responsibility to get the returned item to us, at your expense, and packaged in such a manner to prevent damage during transit. No refunds will be made on any returned items which were damaged during shipping to us.
Return items must be addressed to:
MAIDSTONE | DXV
Dock Door 8 to 16
43 Conyngham Ave
Wilkes-Barre, PA 18702
RETURNS DEPARTMENT
RGA # _____________
Refunds of credit card purchases will only be made by credit to the account to which the item was originally charged as per the qualifications set forth in this policy.