Grafiti Home, Inc. “No Questions Asked” 5-Year Service Plan Terms and ConditionsGrafiti Home, Inc., owner and operator of 7th Avenue (“Grafiti Home”), takes pride in the workmanship of our 7th Avenue furniture, and we hope you enjoy your purchase for years to come. This optional “No Questions Asked” 5-Year Service Plan (Service Plan) provides protection for your 7th Avenue furniture for 5 years after the date we ship your order. The Service Plan provides additional protection for your furniture that goes beyond coverage for Manufacturing Defects as described in our Limited Lifetime Warranty. Under our Limited Lifetime Warranty, we will repair or replace Covered Components (as defined in the Limited Warranty) with a Manufacturing Defect for the ten (10)-year estimated lifetime of our furniture product. Please review our Limited Lifetime Warranty terms and conditions carefully so you understand what is covered and what is excluded under those terms. Subject to the terms and conditions in this document, the Service Plan covers some everyday wear and tear and certain damage to your furniture that are not covered by the Lifetime Limited Warranty. Please read and save these terms and conditions as they contain important information about the Service Plan. If you have any questions about the Service Plan or these terms and conditions, contact us at [email protected], or +1.877.644.1506, from 8 a.m. until 5 p.m. PT, Monday through Sunday.Introduction Welcome to our hassle-free Service Plan! We’re glad you are here. We know you love your 7th Avenue furniture. Your kids love it. Your pets love it. Your friends love it. But normal wear and tear, spills, rips and cosmetic damage are not covered by our 10-year Lifetime Limited Warranty. This is where a Service Plan comes in. It offers 5 years of coverage for wear and tear and certain damage not covered under the Lifetime Limited Warranty. Restrictions apply. Availability and Cost This Service Plan is not a warranty. It is an extended service contract, available for purchase within thirty (30) days of your 7th Avenue furniture purchase in our physical or online stores. The Service Plan is not available for 7th Avenue products sold through secondary, resale or third-party outlets (such as, but not limited to, EBay, Craig’s List, Facebook Marketplace, and the like).When you place a 7th Avenue order, you will have an opportunity to purchase a Service Plan covering all items in your order if the total order value exceeds $625, prior to taxes, delivery, shipping, white glove set-up or other fees (Eligible Order). If you do not purchase a Service Plan at that time, you have 30 days from the date of your Eligible Order to purchase a Service Plan for all items in your order. You can do that at any 7th Avenue showroom or by contacting [email protected] Service Plan is not item specific, which means that you can use it for any item in an Eligible Order. A separate Service Plan must be purchased for each subsequent Eligible Order that you wish to have covered. The cost of a Service Plan is equal to 10% of the purchase price you pay (excluding any taxes, delivery, shipping, white glove set-up or other fees) for all items in the Eligible Order for which you purchase the plan. For example, if you purchase a Service Plan for an Eligible Order including items worth $4,000, the cost of a Service Plan for all items in that Eligible Order is $400. Duration The Service Plan has a limited duration. Each Service Plan expires on the earlier of: (a) 11:59 PM PT on the 5-year anniversary of the date we shipped the Eligible Order items, or (b) the date your Service Plan Benefit Balance reaches $0. Eligible ItemsThe Service Plan covers all furniture items in an Eligible Order for which the Service Plan is purchased. A Separate Service Plan must be purchased to cover items in additional Eligible Orders, subject to the same terms and conditions. How the Service Plan Works The Service Plan is intended to be a hassle-free, self-service program as a convenience to customers who anticipate the need to address wear and tear, or other issues not covered under our 10-Year Lifetime Limited Warranty. Here is how it works. After you purchase a Service Plan, you will get a Service Plan Benefit Amount equal to two times the cost of the Service Plan for all items in the Eligible Order for which you purchased it. For example, if you pay $400 for a Service Plan (to cover a $4,000 Eligible Order), your Service Plan Benefit Amount will be $800 (twice as much as you paid for the Service Plan), and you can use it for any item in that Eligible Order. This is the amount available to you for Service Plan Benefit Requests. You can see your Service Plan Benefit Amount digitally allocated to you in your 7th Avenue account online within 24 hours of purchase of a Service Plan. As you draw on your Service Plan Benefit, you can see your remaining Service Plan Benefit Balance in your online account. You can submit a Service Plan Benefit Request for any Furniture Incident (as defined in Section VII below) that takes place on or after the later of (i) 24 hours after delivery of the furniture item covered by the Service Plan, or (ii) 24 hours after purchase of the Service Plan. Service Plan Benefit Requests may be submitted at any time via the Service Plan Portal for the Duration of the Service Plan (as defined in Section III above), so long as you have not used up your Service Plan Benefit Amount. If your available Service Plan Benefit Balance is less than the price of the replacement item you have selected under the Service Plan, you can use the available Service Plan Benefit Balance and pay the difference. As a reminder your Service Plan ends when your Service Plan Benefit Balance reaches $0, or at 11:59 PM PT on the 5-year anniversary of the date we shipped the Eligible Order, whichever comes first. Any unused Service Plan Benefit Balance is forfeited when the Service Plan ends, as described in Section X below. See Section VI below for the request submission process. After you submit a Service Plan Benefit Request, a replacement order will be generated, or one of our support team members will contact you for further information. Replacement orders will be shipped based on your Service Plan Benefit selection, subject to current inventory availability and the terms and conditions in this document. Service Plan Benefit Activation, Login, and Request Submission Process Activating Your Service Plan Benefit. If you purchase your Service Plan with us at the time you place your furniture order, it will activate within 24 hours of your order being shipped. If you purchase your Service Plan within 30 days of your original furniture order, it will activate on the later of 24 hours after your order is shipped, or 24 hours after your Service Plan purchase. Service Plan Account Login. You can log in to your Service Plan account by using the link provided to you in your original furniture order confirmation email. A link is also available in our FAQ’s. You will need to log in using your original furniture order confirmation number. You must also include the phone number or email address associated with that original furniture order. Once you log in, you will be able to see your Service Plan Benefit history and other information relevant to your Service Plan. Submitting a Service Plan Benefit Request. To submit a Service Plan Benefit Request, you click the “Submit Benefit Request” button. This will take you to a “Submit A Request” page, which will list all Eligible Items covered under your Service Plan (subject to any returns). Choose the item or component that is the subject of your Service Plan Benefit Request, the quantity, and the reason for each item you wish to have replaced in accordance with the Service Plan terms. Once complete, click the “Submit for Review” button. Once submitted, you will receive more information about your submitted Service Plan Benefit Request and any necessary next steps. What the Service Plan CoversThe Service Plan covers normal wear and tear (like pilling or fading of fabric), as well as any accidental (unintentional) damage (like stains, tears, cosmetic damage) to the cushions, covers, and any other detachable fabric- or leather-covered components of any item in an Eligible Order for which a Service Plan was purchased. We refer to these as Furniture Incidents in this document. What the Service Plan Does Not Cover The Service Plan does not cover: Manufacturer Defects to Covered Components covered by the 10-year Limited Lifetime Warranty. Deliberate or intentional damage, and/or damage caused by abnormal use or abuse. If such conduct is suspected, we reserve the right to ask for additional information supporting your Service Plan Benefit Request, and to reject a Benefit Request under the Service Plan if we determine, in our sole discretion, that damage is intentionally caused or the result of abnormal use or abuse. Refunds Furniture returns without use of any Service Plan Benefit Amount. If you purchased a Service Plan but have not used it and initiate a return item covered by the Service Plan within 10 days from delivery/assembly, as specified in our Return Policy, we will refund the full amount you paid for the Service plan. In addition, you will be eligible for a refund on the returned furniture item, subject to our Return Policy terms and conditions. If you purchased a Service Plan for two or more furniture items, and before you use the Service Plan you return one or more furniture items and keep one or more furniture items from that Eligible Order, we will issue a partial refund of the portion of your Service Plan cost attributable to the returned item(s). Your Service Plan Benefit Amount will also be reduced accordingly. For example, if you purchase a Service Plan for $400 to cover an Eligible Order consisting of two furniture items costing $1,000 and $3,000, and before using any amount of the Service Plan Benefit Amount, you return the $3,000 item, we will issue you a refund for $300 representing the portion of the Service Plan cost attributable to the returned item. (You will also receive a refund of the cost of the returned item, subject to the Return Policy terms and conditions.) Your available Service Plan Benefit Amount for the $1,000 item that you keep will now be $200. Furniture returns after Service Plan Benefit Amount used. If you have used some or all of your Service Plan Benefit Amount for a furniture item in an Eligible Order and then return that item to us within 10 days from delivery/assembly, as specified in our Return Policy we will not refund the amount you paid for the Service Plan, nor any remaining Service Plan Benefit Balance. If the Service Plan covers other items in an Eligible Order that you have not returned, you can continue to use it for those items. You will be eligible for a refund on the returned furniture item, subject to our Return Policy terms and conditions. Forfeiture of Unused Service Plan Benefit Balance; No Store Credit, No TransferAfter the earlier of (a) the date you fully utilize all of your Service Plan Benefit Amount, or (b) 11:59 PM PT on the 5-year anniversary of the date we shipped the Eligible Order, the Service Plan will automatically terminate. Any unused Service Plan Benefit Balance will be forfeited immediately upon termination. No store credit or refund will be issued. Unused Service Plan Benefit Amounts will not be transferred to other Service Plans purchased for other 7th Avenue products.Miscellaneous TermsOriginal Purchaser Only. Only the Original Purchaser of a 7th Avenue furniture item, as defined in the Limited Lifetime Warranty can purchase a Service Plan, and only the Original Purchaser with a valid Service Plan account may access and use the Service Plan Benefit Amount. If the Original Purchaser of a 7th Avenue item covered by a Service Plan sells, gifts or otherwise transfers the Eligible Item to another person, the Service Plan will terminate immediately upon such transfer, and any unused Service Plan Benefit Amount will be forfeited.Service Plan Benefit Amount. Your Service Plan Benefit Amount has no cash value. Service Plan Benefit Amount(s) allocated to you will be tracked digitally through your 7th Avenue Account. Service Plan Benefit Amounts are not transferrable, and any unused amount will be forfeited when the Service Plan terminates, or if the covered furniture item is transferred from the Original Purchaser to another person.Abuse, Fraud, Misuse, and Benefit Limits. We reserve the right to deny Benefit Requests, or to limit the number of such requests per customer or per product, or invalidate Service Plan coverage entirely in cases of abuse, fraud, or misuse of the covered item or the Service Plan program. Any determination of abuse, fraud, or misuse will be made in our sole discretion, based on all information available to us, including information you provide. We also reserve the right to require any additional information that we determine, in our sole discretion, may be reasonably needed to verify your Service Plan Benefit Request, and to investigate such requests as necessary. Best Efforts to Furnish Replacement Components of Like Fabric, Color, and Quality. We strive to offer replacement components that will match the fabric, color, and quality of the component that you are replacing under the Service Plan. An exact match may not always be possible. In such circumstances, we will work with you to identify a suitable replacement component. If your Benefit Balance is not adequate to cover the cost of the replacement component, you can withdraw the request or pay the overage.Arbitration. The Service Plan is subject to the Notice and Dispute Resolution provisions contained in the Terms of Service – 7th Avenue, found in sections 16 and 17, respectively, which are incorporated herein by reference, and shall govern the resolution of all Service Plan-related disputes, claims, or controversies.
