OUR POLICY

Payment Options:

For the convenience of all our customers, the ESP HomeStore accepts payment options such as American Express, Mastercard, Visa, and Discover. In addition, we accept personal checks and Paypal. 

Our Check Policy:

For all orders paid via money order or check, the order will be shipped only after the payment has been received and processed. This generally takes 7-10 business days from the date of receiving the payment. In the case of returned checks, they will be subjected to the maximum amount of returned check fee as allowed by law. For more information about paying by check, please call our customer care department at 631-650-0375.

Sales Tax & Currency:

Sales tax is not applicable for orders outside of New York.

Alternative Payment Options:

If you are not comfortable using credit cards online, our customer care team is available to handle your credit card transactions by phone. This facility is available during normal business hours. 

For all payments by bank check, you can place the order online and click the “Pay by Bank Check” option. Alternatively, you can also call our customer care team. In case you send a check by mail, please remember to mention your name and order number. All bank checks should be sent to the ESP HomeStore, 377 Ocean Ave, Islip, New York 11751.

Security Guarantee:

We use secure server software (SSL), one of the best software security available today for secure online transactions. All your personal information like your name, address and credit card number are securely encrypted so that the information cannot be read as it travels over the Internet. Thus, we offer 100% safety in all our transactions. If any unauthorized charges are inadvertently made to your credit card, you will not be held responsible for the same. In case of fraudulent charges, you cannot be held liable for more than $50 as per federal law. If your bank holds you liable, we will reimburse you up to the full $50. This facility is available only if the unauthorized usage was no fault of yours and it happened while making a purchase on our website. In case of any query regarding federal laws, you should contact the your local State's Attorney General offices.

Order Status and Tracking an Order:

Once your order is shipped, you will receive an e-mail notification with the shipping details and tracking information.

Change or Cancelling of an Open Order:

You may change or cancel your order at any time before shipping. Once it has been shipped and you cancel the order, you are subjected to pay a 15% restocking fee for items that are not damaged.

A cancellation facility is available if the order has not entered the shipping process. If your credit card has been charged for the order, you can cancel the same after paying a 3% credit card transaction fee. In case of an order that has entered the shipping process, refer to our return policies. 

Shipping Policy:

All our products are shipped worldwide. However, an additional shipping charge applies to some oversized bulk orders shipped to Alaska, Hawaii, and other areas, not within the 48 contiguous US states.  In the case of international shipping, we are not responsible for any applicable taxes.

In case the shipping is done through any trucking company other than UPS, it is the responsibility of the customer to get the item removed from the truck. Our delivery agents may offer lift gates and inside delivery for an additional charge.

We ship all our orders via UPS or FedEx, where a delivery signature is not required.

Delivery Times:

The delivery time of our products varies. You are advised to check the item's shipping information thoroughly. We depend on outside delivery agents such as UPS or FedEx for our deliveries. Hence, please do not schedule contractors for any work until your product(s) arrive.  ESP HomeStore will not be responsible for any monetary loss or extra charges incurred due to a delay in delivery. We try our best to provide timely updates about any change in lead time estimate. We value our customers and do our level best to provide an excellent service.  

Shipping Damage:

In case of shipping damage, please call or e-mail us. Please include your name, order number and a description of the damage(s) while placing the complaint.  

Always remember to write “Subject to Inspection” on the delivery receipt and/or bill of lading. Under no circumstance should you sign on the delivery receipt without inspecting the product. If you sign without inspecting the product, any shipping damage that happened would be your responsibility. 

Thus, you should inspect the products RIGHT AWAY. If you notice any damage outside the package, you should mention the same in the bill of lading or delivery receipt with the driver. The driver should also note down that you are accepting the product, but they are damaged. In case the shipping is done via UPS, you should call them at 800-PICK-UPS and report the damaged item. You should then call or email us to provide us with all of the details. 

In case you notice any damage after opening the package, you should contact us within 72 hours. We will then call the shipping company and follow up with the carrier until the issue is resolved. But we will nullify your claim if you do not contact us within 72 hours. 

ESP HomeStore will take the responsibility if you follow the above policies by writing “SUBJECT TO INSPECTION”. However, if the case involves resolving the same with the carrier, it may take 30 to 90 days. Once the carrier resolves the case, we will provide credit for the damaged item. Please email or call us to check your claim or credit.  

Receipt of Incorrect Product:

If you receive an incorrect product other than the one you ordered, you may please contact us via email within 48 hours of receiving the product. We will provide you with an RMA number along with instructions on shipping the product back. We will bear the freight expenses and ship the right product to you. 

Installation:

All our products require the installation service of a licensed plumber. In case you encounter any defects within the warranty period, we are here to help you. All you have to do is remove the defective part(s) and mail it to us. We will mail you back the new part(s). But if the one-year factory warranty is over for the part, then we will help you purchase the replacement part. 

Bulk Items:

If the items you have purchased are not shipped by a standard ground carrier like UPS or FEDEX, they cannot be returned. For example, a steam shower unit is normally shipped via freight. In such a case you cannot return it. In case of any defect, you will receive a replacement or the part will be repaired. But the item cannot be returned. 

If you purchase a steam shower unit, you should be fully responsible for its proper use, operation and installation. You should not use this unit in any workplace. Besides, you should also get the unit installed by a licensed professional. Otherwise, the warranty becomes void.

The warranty does not cover:

• Any damage not resulting from any defect in the material or workmanship.
• Any damage resulting from improper installation or maintenance, or misuse, abuse, or negligence on your part.
• Labor and other expenses in relation to the disconnection or return of the product for warranty service.
  Defective Products:

If you notice any manufacturing defects in the product that you have purchased, you should contain us within 72 hours of receiving the product. ESP HomeStore will replace the item for you. We will also issue an RMA and provide clear instructions for shipping the item back to us. 

Product Price, Description, & Color Accuracy:

We take all possible measures to ensure that the correct product information and pricing are reflected on our website. But sometimes errors may occur. In such a case, you cannot hold us responsible for such error or misrepresentation. Similarly, the color of the products may also vary depending on the monitor setting and screen resolution. 

Pricing Errors:

We take all efforts to ensure that the correct pricing is mentioned on our website. But in some rare cases, our website may list incorrect pricing due to human error. In such a case, we will inform the customer of the pricing error. The customer can either place the order with the new revised price or cancel the order. We apologize in advance for any error that you spot on our website. We strive our level best to keep our website free of errors.