Warranty Policy Page

 

1. Warranty Coverage

Direct Stages provides limited warranty support for:

1. Eligible defects in materials or workmanship caused solely by the manufacturing process; and

2. Shipping or delivery damage that, following investigation, is confirmed to have occurred while the product was in transit to the original customer.

This warranty does not cover damage caused after delivery through improper handling, installation, storage, use, modification, or maintenance.

2. Manufacturer Defect Warranty Period

Eligible products and components are covered for the applicable warranty period provided by the manufacturer, generally ranging from seven (7) to ten (10) years from the original date of purchase.

The exact warranty period may vary depending on the product, component, production date, and manufacturer terms applicable to the order. Any warranty period stated in the customer’s order documents or manufacturer documentation will control.

Warranty coverage does not restart when a component is repaired or replaced. Replacement components remain covered only for the remainder of the original applicable warranty period unless otherwise stated in writing.

3. Covered Manufacturer Defects

The manufacturer defect warranty may cover:

• Defective materials used during manufacturing

• Improper factory fabrication or assembly

• Defective welds or structural connections originating during production

• Components that fail under normal and intended use because of a verified manufacturing defect

• Missing, incorrect, or improperly manufactured components

• Structural or functional defects confirmed to have originated with the manufacturer

A product issue is covered only when Direct Stages and/or the manufacturer determines that the issue resulted from the manufacturing process.

4. Shipping and Delivery Damage

Direct Stages may provide coverage for damage that is confirmed, following investigation, to have occurred during shipping or delivery.

Customers must inspect all shipments promptly upon arrival. Visible or suspected shipping damage should be reported to Direct Stages within forty-eight (48) hours of delivery whenever reasonably possible.

The customer should:

• Photograph the shipment before removing packaging when visible damage is present

• Photograph all damaged packaging, pallets, crates, boxes, straps, and wrapping

• Photograph each damaged product or component

• Retain the original packaging and damaged materials until the investigation is complete

• Note visible damage on the carrier’s delivery receipt when possible

• Provide the delivery date, order number, and a detailed description of the damage

Direct Stages may investigate the claim with the customer, shipping carrier, fulfillment provider, warehouse, and manufacturer.

Shipping damage coverage will apply only when the available evidence reasonably demonstrates that the damage occurred before or during delivery and was not caused by the customer after receipt.

Failure to preserve packaging, provide requested evidence, or report visible damage promptly may affect Direct Stages’ ability to approve the claim. However, submitting a claim outside the initial reporting period does not automatically guarantee denial, and each claim may be reviewed based on its individual circumstances and available evidence.

5. What Is Not Covered

This limited warranty does not cover:

• Damage caused after delivery

• Improper unloading or movement by the customer or a third party

• Improper assembly, installation, disassembly, maintenance, or storage

• Failure to follow assembly, safety, or load instructions

• Misuse, abuse, negligence, accidents, impacts, or drops

• Overloading, uneven loading, concentrated loads, or use beyond published limitations

• Unauthorized repairs, alterations, welding, drilling, cutting, or modifications

• Use with incompatible or non-approved components

• Normal wear and tear

• Cosmetic scratches, dents, fading, discoloration, or surface deterioration that does not affect safe operation

• Water damage, corrosion, rust, chemicals, fire, extreme temperatures, severe weather, or environmental exposure occurring after delivery

• Improper outdoor use or failure to protect the equipment from weather

• Damage caused by unstable flooring, uneven ground, turf, sand, slopes, or inadequate supporting surfaces

• Damage resulting from continued use after a defect or safety concern becomes apparent

• Products purchased from an unauthorized reseller

• Any condition that cannot reasonably be confirmed as a manufacturing defect or shipping-related incident

6. Warranty Claim Requirements

To request warranty consideration, the original purchaser must provide:

1. Customer name and original order number

2. Proof of purchase

3. Purchase and delivery dates

4. A detailed description of the alleged defect or shipping damage

5. Clear photographs and, when requested, videos

6. Photographs of the complete product or stage configuration

7. Photographs of shipping packaging when the claim involves delivery damage

8. Product labels, serial numbers, production markings, or other identifying information

9. Any carrier paperwork or delivery receipts available

10. Any additional information reasonably requested by Direct Stages, the manufacturer, or the shipping carrier

Claims may be submitted to:

Direct Stages
Email: quotes@directstages.com
Phone: (818) 472-7499

Customers must stop using any component that may present a safety concern until the claim has been reviewed.

7. Investigation and Claim Determination

Submission of a claim does not guarantee approval.

Direct Stages may submit the claim to the manufacturer, shipping carrier, warehouse, fulfillment provider, insurance provider, or another relevant party for investigation.

The investigation may consider:

• Photographs and videos

• Packaging condition

• Delivery records

• Carrier inspection reports

• Product markings

• The type and location of the damage

• The customer’s handling, installation, and storage procedures

• Whether the damage is consistent with manufacturing, transit, or post-delivery causes

Direct Stages and/or the applicable manufacturer or shipping carrier will determine whether the condition qualifies as:

• A covered manufacturing defect

• Covered shipping or delivery damage

• Customer-caused or third-party damage

• Normal wear and tear

• An excluded condition

• A condition requiring further inspection

Direct Stages may require the affected component to be returned or made available for inspection before approving a claim.

8. Available Remedies

For an approved claim, Direct Stages and/or the responsible manufacturer or shipping provider may, at their discretion:

• Provide replacement parts

• Repair the affected component

• Replace the affected component

• Provide instructions for an approved repair

• Arrange another reasonable remedy

• Provide a partial or full refund when specifically approved in writing

Repair or replacement is generally the primary remedy.

Replacement components may differ slightly in appearance, finish, design, or specifications due to product updates or availability, provided they offer reasonably comparable functionality.

Direct Stages will determine whether approved shipping costs associated with a covered claim will be paid, reimbursed, or arranged directly.

Unless specifically approved in writing, this warranty does not cover installation labor, removal labor, equipment rental, event cancellation expenses, downtime, lost revenue, or other consequential costs.

9. Original Purchaser and Transferability

This limited warranty applies only to the original purchaser identified on the Direct Stages invoice or order confirmation.

The warranty may not be transferred or assigned to another owner without written approval from Direct Stages and the manufacturer.

10. Customer Safety Responsibilities

The customer is responsible for inspecting the stage and all components before every use.

A product or component must not be used if it appears damaged, unstable, improperly assembled, or unsafe. Continued use after damage or a safety concern becomes apparent may result in additional damage, injury, and denial of the warranty claim.

11. Limitation of Liability

To the fullest extent permitted by applicable law, Direct Stages and the manufacturer will not be responsible for indirect, incidental, special, or consequential damages, including:

• Lost revenue

• Business interruption

• Loss of use

• Event cancellation expenses

• Substitute equipment costs

• Installation or removal costs

• Third-party labor expenses

Some states do not allow certain limitations or exclusions, so portions of these limitations may not apply to every customer. Customers may also have other legal rights that vary by state.

12. No Unauthorized Changes

No employee, salesperson, representative, installer, reseller, or other party may alter or expand this warranty unless the change is provided in writing and authorized by Direct Stages.

13. Effective Date

This policy applies to eligible Direct Stages products purchased on or after the policy’s published effective date unless different written warranty terms were provided with the customer’s order.