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Euro Business Solutions RMA Policy
In the unlikely event that you
receive an item that you feel is faulty in some way, you should report the
fault using the RMA Request Form. Before an item is authorised for return a
member of our Technical Department will contact you to try and resolve the
fault. Should the problem not be resolved at this point you will be issued
with an RMA number.
Accepting Goods.
When signing for goods being
delivered it is vitaly important that they are checked for shortages and obvious
damage before signing. If any packaging is damaged in any way you can refuse the
entire delivery or mark the delivery as "damaged - goods unchecked". Ensure that
you only sign for the number of items received.
Shortages
Shortages of any sort must be
notified immediately (within 24 hours of delivery) using the Shortages Report
Form available here. The form should be completed and submitted online.
Damaged in Transit
If you have accepted goods which
have been damaged in transit (see accepting goods above) the damage should be
reported immediately (within 24 hours of delivery) using the Damaged in Transit
Report Form available here.
Return Merchandise Authorisation (RMA) Number.
An RMA number must be obtained from Euro Business Solutions before any return
will be accepted. Goods returned without a valid RMA number are likely to be
rejected by the 'Goods In' department. RMA numbers are valid for 15 days from
the date of issue. If the item is not returned within 15 days the RMA will be
cancelled and a new RMA number must be requested if you still wish to return
the item. When preparing the item for return please ensure that the RMA number
is clearly visible on a label on the outer covering. RMA's can be tracked
online by logging into
sitehelpdesk and viewing open calls.
Incorrectly Ordered Goods.
Incorrectly ordered goods are the responsibility of the customer. Euro
Business Solutions are under no obligation to accept the return of incorrectly
ordered goods, and where return is accepted a restocking fee will be payable
in advance. Under no circumstances will a return be considered if the original
packaging has been opened or damaged in any way.
Returns Due to Late Delivery.
Returns due to late delivery must be requested by fax or email within 24 hours
of the due delivery date. The original purchase order must contain details of
any cut-off delivery date and Euro Business Solutions must agree that a
deadline for delivery had been accepted. We will arrange for the collection of
goods falling into this category.
Goods Returned Not In Original Condition.
Goods returned for replacement where the packaging and/or contents is found
not to be in its original condition are likely to be rejected on arrival.
Should they be accepted, Euro Business Solutions reserves the right to impose
a handling/re-stocking fee. Should items be damaged in transit during its
return to Euro Business Solutions it falls on the sender to take this matter
up with the carriers.
Dead On Arrival (DOA) Goods.
DOA goods are those found to have a fault on arrival. The fact that there is a
fault must be confirmed by someone with technical knowledge, please be
specific. DOA goods must be notified within 5 days of receipt. This five-day
limit is required in order for us to meet the returns requirements of our
suppliers. To qualify as DOA the item packaging must be in undamaged
condition. If you require an advance replacement, the packaging of the
original item must be in pristine condition otherwise you will be subject to a
minimum 20% handling/restocking fee. We will meet the costs of returning the
item or replacement to the customer and also any carriage costs incurred in
sorting the problem out.
Faulty after 5 Days.
The fact that there is a fault must be confirmed by someone with technical
knowledge, please be specific. Goods reported as faulty after 5 days of
receipt will be accepted back for evaluation when a decision will be made to
repair or replace - no credit or refund is given except in exceptional
circumstances. The customer is responsible for the freight cost of returning
the item to Euro Business Solutions. If a fault is found we will meet the
costs of returning the item to the customer and also any carriage costs
incurred in rectifying the problem. If goods are found to be faulty through
misuse or physical damage (due to dropping, spillage, foreign objects etc) we
reserve the right to apply a labour charge without completing any repair. Euro
Business Solutions reserves the right to retain the item until a purchase
order/prepayment is received covering the labour charge and the return freight
cost.
No Defect Found (NDF).
If an item is returned and is found to be of NDF status, a handling/restocking
fee of at least 20% will be invoiced. The percentage charged will depend on
the amount of time involved and, where the item has been returned
replaced in advance, the condition of the packaging and contents. Euro
Business Solutions reserves the right to insist on a purchase order/prepayment
covering this cost and the return freight cost before returning the item.
Packaging and Labelling.
Where possible, the packaging of the items being returned should be protected
by using an outer cover. Do not write on, or attach labels, to the packaging
itself if this can be avoided. When preparing the item for return please
ensure that the RMA number is easily visible on a label on the outer covering.
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