Palmer Industries Policies & Procedures

PALMER POLICIES & PROCEDURES

1. Purchasing Policy:
   Palmer Industries products are sold exclusively through authorized Palmer distributors. Possession of a Palmer catalog or any product literature does not grant authorization to sell Palmer products. All authorized distributors must meet Palmer’s showroom display requirements.
2. Payment Terms:
   Payment terms are net 30 days from the invoice date upon approved credit. Payment by business check is preferred. Credit card and wire transfer payments are accepted only with prior authorization from Palmer and may incur processing fees.
3. Order Requirements:
   There is no minimum order requirement; Palmer accepts orders of any size.
4. Shipping and Delivery:
   • Carrier Selection: Palmer reserves the right to select the carrier for all shipments.
   • Shipping Method: All orders ship via UPS using Palmer’s account (freight is prepaid). Dealers are invoiced for shipping costs, and Palmer will not use a dealer’s shipping account or any alternate method.
   • Packaging & Charges: Each leg system is packaged individually (unless otherwise arranged for high-volume projects). A delivery charge is applied to each leg system, covering all packaging, boxing, standard ground UPS shipping, and insurance costs.
   • No Customer Pickup: Palmer does not offer customer pickup for orders.
   • Drop-Ship Orders: Drop-ship orders (direct shipment to a third party or job site) will incur additional shipping charges and require a signature upon delivery.
5. Claims and Returns:
   • Damage or Shortage Claims: Palmer must be notified of any damage, shortage, or incorrect merchandise within 10 days of delivery.
   • Verification Before Installation: Always verify all washstand specifications and dimensions before installation. Palmer is not responsible for any labor or installation costs if an incorrect product is ordered or installed.
   • No Returns or Cancellations: All Palmer products are made-to-order and thus non-returnable and non-cancellable under any circumstances.
   • Design Fee Policy: All drawing and design service fees are also non-cancellable and non-refundable.
6. Warranty Coverage:
   Palmer Industries (“Palmer”) warrants its leg systems and related components against mechanical failure for a period of three (3) years from the date of original purchase, provided the product is properly installed and used solely for its intended residential or commercial application. This warranty covers part replacement only. Labor charges, shipping costs, removal, and reinstallation are expressly excluded from this warranty.
7. Finish Warranty:
   • Polished Chrome, Polished Nickel, Satin Nickel, and PVD finishes are covered by a one (1) year limited warranty against manufacturing defects.
   • All other finishes, including custom and living finishes, carry no warranty and are intended to develop a natural patina over time.
   Essential Notes on Finishes: Palmer’s custom and living finishes are artisan-applied by hand, and variations in tone, texture, and appearance are natural and expected characteristics of these finishes. Components such as tubing and fittings may vary slightly in color due to differences in metal composition and finishing techniques. This is consistent with industry standards for handcrafted architectural products.

   Palmer leg systems are highly refined but not manufactured to jewelry standards. Visual evaluation for cosmetic defects should be made from a normal standing distance, as the product is intended to be viewed in situ once installed. Imperfections not visible from this normal vantage point are considered within acceptable bathroom and kitchen furniture industry standards. Products inspected at closer range or from unusual angles are not subject to the same scrutiny as smaller items like faucets or jewelry.

   Exclusions:
   This warranty does not cover:
   • Damage caused by improper installation, abuse, misuse, modifications, accidents, negligence, or use of harsh cleaning agents.
   • Natural aging, wear, or patination of living finishes.
   • Damage from exposure to aggressive atmospheric conditions such as salt air, high humidity, or chemicals.
   • Slight surface imperfections consistent with handcrafted brasswork.
   Limitations:
   This warranty is Palmer’s sole and exclusive remedy for its products. Under no circumstances shall Palmer be liable for consequential, incidental, indirect, or special damages arising from the use or inability to use its products. Palmer’s total liability shall be limited to the original purchase price of the product.
   Warranty Claims:
   Warranty claims must be submitted in writing to Palmer within the applicable warranty period and include proof of purchase, a description of the defect, and photographs if applicable. Palmer reserves the right to inspect the product and determine whether the warranty applies.

8. Internet Selling Policy:
   Palmer Industries permits the online sale of its products by authorized dealers under the following conditions:

   Authorized Platforms Only:
   Palmer products may be sold online only through the dealer’s branded website. Sales through third-party marketplaces (e.g., Amazon, Wayfair, eBay, etc.) are strictly prohibited.
   Approval Required:
   Dealers must obtain prior written approval from Palmer Industries to list Palmer products on their website. All images, product descriptions, and marketing materials must meet Palmer’s brand standards and guidelines.
   Presentation Standards:
   • Product images and descriptions must accurately represent Palmer products.
   • Pricing, warranty, and product specifications must be clearly stated.
   • Dealers must maintain a professional website that reflects Palmer’s brand values.
   Service Area: Dealers can market and sell Palmer products nationally through their websites. However, Palmer encourages dealers to prioritize personalized service and customer support that is consistent with Palmer’s high standards.
   Minimum Advertised Price (MAP) Compliance:
   All online listings must comply with Palmer’s current MAP policy. Advertised discounts greater than 25% below Palmer’s retail pricing are prohibited.
   Violations: Any violation of these policies may result in suspension or revocation of a dealer’s authorization to sell Palmer products online and offline.

9. Minimum Advertised Price (M.A.P.) Policy:
   Dealers must not advertise Palmer products at a discount greater than 25% off the current Palmer retail list price. This Minimum Advertised Price (M.A.P.) policy is in place to protect the value of Palmer’s products, brand, and dealer network. Repeated violations of the M.A.P. policy may result in suspension or termination of the dealer’s authorization to sell Palmer products.
10. Rush Order Policy:
    Palmer offers a rush production service for qualifying orders at an additional charge. The rush fee is determined based on the order’s complexity, level of customization, quantity, options, and finish. To request rush service, the dealer’s purchase order must clearly indicate the rush request, and a completed Palmer Order Form with the “Rush” option selected must be submitted with the order.
11. Design and Drawing Services:
    Palmer Industries offers comprehensive design and technical drawing services for custom projects. While standard model specifications and drawings are available on the Palmer website, Palmer can also provide detailed custom unit drawings in PDF or DXF format as needed. A design and drawing fee will be quoted based on the complexity of the project and the specifier’s requirements.
    
    For any custom project outside of Palmer’s standard product offerings (in style or configuration), a signed drawing approval is required before production begins. All design and drawing fees are final; they are non-cancellable and non-refundable.
12. Ordering Procedures:
    A completed Palmer Order Form is required to accompany the purchase order for certain types of orders. This requirement applies to any custom-size order, rush order, order with special options or modifications, or any order including a Palmer shelf. Submitting the order form is mandatory for these cases and helps ensure all specifications are clearly communicated, which in turn expedites order processing.
13. General Disclaimer:
    Palmer Industries strives to keep all product information accurate and up to date. However, the company makes no guarantee of complete accuracy and reserves the right to change product information, specifications, or policies at any time without notice.

    Except as required by law, Palmer Industries will not be liable for any losses or damages arising from the use of its catalogs, website, or related materials. By using Palmer’s online catalog or website, you accept these terms and conditions.

    All content in Palmer Industries’ catalogs and on its website is copyrighted by Palmer Industries, Inc. No part of these materials may be reproduced, stored, or transmitted in any form without prior written permission from Palmer Industries. Requests for permission to reuse content may be sent to info@palmerindustries.com.